NIGERIAN NATIONAL PETROLEUM CORPORATION

SERVICE DELIVERY CHARTER

SEPTEMBER, 2007
 INTEGRATED CHARTER

AND

SERVICE PROFILE OF

NIGERIAN NATIONAL PETROLEUM CORPORATION

1. NAME OF PARASTATAL

NIGERIAN NATIONAL PETROLEUM CORPORATION (NNPC)

2. ADDRESS OF PARASTATAL

NNPC TOWERS
HERBERT MACAULAY WAY
CENTRAL BUSINESS DISTRICT
PMB 190, GARKI, ABUJA,
NIGERIA.

3. GROUP MANAGING DIRECTOR

ENGR. ABUBAKAR. L. YAR’ADUA

TELEPHONE No. 09-2348191
09-2348219

4. NODAL OFFICER
MRS A.M. AKINDELE
PHONE No.09-4608I318
[email protected]

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 PURPOSE OF CHARTER

This charter is NNPC’s response to the Federal Government’s drive towards change in

service delivery culture. It is designed to create public awareness of the services and

products of the Corporation.

It also describes NNPC’s Customers expectations as well as the Corporation’s expectations

from the Customers.

The Corporation is committed to ensuring that Nigerians get value from the nation’s

Hydrocarbon resources. The Corporation is therefore committed to serve Nigerians

according to the aims and objectives of the Service Compact.

In view of this, NNPC embarked on a transformation programme in 2004 as a strategic

response to challenges of competition, re-engineering, globalization and repositioning

towards attaining a world class status of best practices.

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 CITIZEN’S CHARTER

Introduction

The Nigerian National Petroleum Corporation (NNPC) was established on April, 1st,1977

under the statutory instrument of Decree No. 33 of same year through the merger of

the defunct Nigerian National Oil Corporation (NNOC) and the Ministry of Petroleum

Resources.

This decree empowers the Nigerian National Petroleum Corporation to engage in the

following: -

• Refining, treating, processing and generally engaging in the handling of

Petroleum for the manufacturing and production of petroleum products and its

derivatives.

• Carrying out research in connection with petroleum and its derivatives.

• Effecting government’s contractual agreements and obligations in the petroleum sector.

• Generally engaging in activities that will enhance the petroleum industry in the overall

interest of the country.

• Undertaking such activities as may be necessary or expedient for giving full effect to the

provisions of the Decree establishing the Corporation.

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NNPC’s major upstream activities include among others, management of government

interests in the oil industry and direct exploration and production of crude oil and gas. In

the downstream, the corporation is involved in petroleum refining and distribution of

petroleum and petrochemical products

1.0 VISION

THE NIGERIAN NATIONAL PETROLEUM CORPORATION WILL BE A WORLD CLASS OIL

AND GAS COMPANY DRIVEN BY SHARED COMMITMENT TO EXCELLENCE.

2.0 MISSION

NNPC IS AN INTEGRATED OIL AND GAS COMPANY ENGAGED IN ADDING VALUE TO THE

NATION’S HYDROCARBON RESOURCES FOR THE BENEFIT OF ALL NIGERIANS AND

OTHER STAKEHOLDERS.

3.0 OUR VALUES

1. Patriotism

2. Industry/ Hard work

3. Loyalty

4. Trust

5. Integrity

6. Accountability

7. Transparency

8. Commitment to NNPC

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4.0. SCOPE OF ACTIVITIES

• Oil exploration and production

• Refining and products movement,

• Marketing and retailing of petroleum products

. Petrochemicals development

• Gas development and utilization

• Oil and gas research and development

• Oil and gas engineering

• Monitoring/supervision of government investments in the Upstream-sector

• Marketing of Nigeria’s accruable crude

• Increase the National content in the Oil and Gas Industry.

• Integrating the agricultural sector with the downstream Petroleum Industry through

Renewable Energy Initiative.

5.0. OBJECTIVES

To attain World Class Status, the Corporation is aggressively continuing with the pursuit of

its set objectives as follows:-

• Achieve crude oil reserves base of 38 billion barrels by 2008 and 40 billion barrels by

2010.

• Attain and sustain productivity level of 3.5 million barrels per day by 2008 and 4.50

million barrels by 2010.

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 End Gas flaring by 2008 and develop domestic gas market to generate as much

revenue from gas as from oil through the implementation of the Gas master plan.

• Improve capacity utilization of the refineries from the present 75% to above 95%

and plant reliability by rehabilitating critical plants, pipelines and equipment in the

downstream sector.

Attain 70% Nigerian content by 2010 through the implementation of a viable oil and

gas supplier upgrade programme for targeted materials and equipment to be

manufactured locally.

• Improve supply and distribution performance and thereby eliminate fuel shortages.
• Drive and sustain the renewable energy initiatives by harnessing agricultural

potentials in the country

• Militate against community interference through constructive dialogue with various

stakeholders and development of sustainable community relations agenda.

6.0 DETAILS OF SERVICE

The decree establishing the parastatal (NNPC) empowers it to develop Nigeria’s

hydrocarbon resources for the benefit of Nigerians, namely:-

• Explore and produce crude oil in Nigeria and beyond.

• Explore and produce gas and condensate in Nigeria and beyond.

• Market Nigeria’s crude oil and gas.

• Refine crude oil, distribute and market petroleum products.

• Protect the environment in the course of its operations.

• Facilitate integration of the oil and Gas industry with the Agricultural sector of the
Nigerian Economy

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• Ensure compliance with the Nigerian Content policy in the oil and gas industry.

• Enhance the benefits accruing to the federation from its investment in the oil and
gas industry.

7.0 NNPC CLIENTS/CUSTOMERS

The clients of the NNPC are diverse as the Corporation interfaces with almost all
sections of the Nigerian Economy. Our clients include the following:

• HOST COMMUNITIES

• OIL TRADERS

• OIL PROSPECTING COMPANIES

• ALL MINISTRIES, PARASTATALS AND AGENCIES

• MULTINATIONAL OIL COMPANIES

• ALL MAKERS OF PLASTICS AND SYNTHETIC PRODUCTS IN NIGERIA

• PHARMACEUTICAL COMPANIES, HOSPITALS/ MEDICAL LABORATORIES

• ALL OIL COMPANIES, OIL SERVICING COMPANIES AND ENGINEERING COMPANIES

• FACTORIES IN NIGERIA

• ALL SUGARCANE AND CASSAVA FARMERS IN NIGERIA

• GAS COMPANIES

• POWER HOLDING COMPANYOF NIGERIA ( PHCN)

• INDEPENDENT POWER PRODUCERS (IPP)

• CENTRAL BANK AND COMMERCIAL BANKS

• ALL CONSUMERS OF PETROLEUM PRODUCTS

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 GRIEVANCE REDRESS PROCESS

This is the right to be served right and to be heard if not satisfied with any service.
In case of service failure from any of our service frontlines, the grievance redress
procedures given below should be followed.

HOW TO COMPLAIN
• Written or verbal report of event leading to service failure.
• Written or verbal report on identified or perceived cause of service failure.
• Written or verbal suggestions on how to improve services.

All grievances will be acknowledged within 48 hours, thereafter an appropriate

response and resolution will be given expeditious attention.

WHERE TO SEND COMPLAINT(S) OR SUGGESTION(S)

In the event that a customer or client has any grievances, or suggestions, he should
approach the Office of GMD NNPC, BLOCK A, 11th FLOOR, NNPC Towers, Abuja.

FOR MORE INFORMATION ON NNPC, PLEASE VISIT OUR WEBSITE AT

www.nnpcgroup.com

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8.0 NNPC EXPECTATIONS FROM CUSTOMERS
In order for NNPC to provide the above services effectively and efficiently, the entire
NNPC machinery expects the following from customers:
• Acquaintance with the NNPC Charter
• Abiding by NNPC rules, procedures and guidelines in obtaining services.

• Stakeholders respect and protection of NNPC installations.

• Prompt Report of acts of Vandalism of NNPC pipelines and installations.

• Co-operation and understanding from host communities and all other Nigerians.

• Cordial and peaceful relationships with NNPC.

• Non-adulteration of petroleum products.

• Prompt payment for NNPC products and services.

• Honoring Agreements.

• Constructive feedback on NNPC activities.

CUSTOMERS EXPECTATIONS FROM NNPC

The Nigerian National Petroleum Corporation imbibing good industry practices renders:

• Prompt and courteous services.

• Regular supply of the right quantity and quality of petroleum products.

• Supply of Gas for power generation, industries and domestic use.

• Maintenance and preservation of the environment in line with international

standards.

• Accountability for revenue generated from crude oil and gas products.

• Efficient management of Nigeria’s investment in oil and gas with joint venture
partners.
• Provision of unlimited access to information on all activities in the sector.

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9. O SERVICE FRONTLINES

1. NGC (NIGERIAN GAS COMPANY)

2. KRPC (KADUNA REFINING AND PETROCHEMICAL COMPANY)

3. NPDC (NIGERIAN PETROLEUM DEVELOPMENT COMPANY)

4. WRPC (WARRI REFINING AND PETROCHEMICAL COMPANY)

5. PHRC (PORT HARCOURT REFINING COMPANY)

6. IDSL (INTEGRATED DATA SERVICES LIMITED)

7. PPMC (PIPELINE AND PRODUCT MARKETING COMPANY)

8. HYSON NIG. LIMITED

9. NETCO (NATIONAL ENGINEERING TECHNOLOGY COMPANY)

10. NAPIMS (NATIONAL PETROLEUM INVESTMENT SERVICES)

11. COMD (CRUDE OIL MARKETING DIVISION)

12. INFPRMATION TECHNOLOGY DIVISION

13. GFAD (GROUP FINANCE AND ACCOUNTS DIVISION)

14. GHR (GROUP HUMAN RESOURCES)

15. GPAD (GROUP PUBLIC AFFAIRS DIVISION)

16. GROUP MEDICAL DIVISION

17. INVESTMENT DIVISION

18. RED (RENEWABLE ENERGY DIVISION)

19. NCD (NIGERIA CONTENT DIVISION)

20. R & D (RESEARCH AND DEVELOPMENT DIVISION)

21. GROUP INSURANCE DEPT.

22. NNPC PENSION FUND LIMITED

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 10.0 NNPC ORGANIZATIONAL STRUCTURE

In order to realize its vision and mission as well as provide optimal service to
Its customers, the Nigerian National Petroleum Corporation (NNPC) have been
structured as follows:

GMD’S SUPPORT STAFF MD NETCO

GROUP MANAGING DIRECTOR
GGM, LNG & POWER NNPC M1 MD HYSON

MD PPMC
GGM CSLD

GGM PUBLIC AFFAIRS

GGM CPDD
GGM AUDIT
GGM ETD
GGM RENEWABLE ENERGY
GGM INVESTMENT
GGM R & D

GGM NIG. CONTENT

GGM GREENFIELD EXPORT REF.

GGM ITD GGM CORPORATE STRATEGY

MD NIKORMA MD NIDAS

GED E&P GED R&P GED F&A GED CS

GGM NAPIMS MD PHRC GGM ACCOUNTS GGM HR

MD IDSL MD WRPC GGM FINANCE GGM MEDICAL

MD NPDC MD KRPC GM TREASURY GGM P&G

MD NGC GM INSURANCE

GGM COMD GGM LONDON

OFFICE
GGM INT’L VEN. OPP.

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 11.0 HOW AND WHERE TO ACCESS THE SERVICES

To enable the Nigerian National Petroleum Corporation perform its services efficiently, it is
structured into ten (10) Strategic Business Unit (SBUs) and several Corporate Service Units
(CSUs) as follows:-

STRATEGIC BUSINESS UNITS (SBUS)

• NIGERIAN GAS COMPANY LIMITED (NGC)

The Nigerian Gas Company Limited is charged with the development of an efficient gas
industry to fully serve Nigeria’s energy and industrial feedstock needs through an
integrated gas pipeline network and also to export natural gas and its derivatives to the
West African Sub-region.

Managing Director
Nigerian Gas Company
Ekpan, Warri.
Tel: NO. 053 - 254262
Email: [email protected]

Liaison Office
13 Ojuolobun Close
Victoria Island
Lagos.
Tel. No.01-212239

• KADUNA REFINING AND PETROCHEMICALS COMPANY

The Refinery was designed to process both Nigerian and imported crude oils into fuels
and lubes products.
In December 1985, the Fuels section of the Refinery was successfully debottle-necked
from 50,000 BPSD to 60,000 BPSD, bringing the total refinery installed capacity to
110,000 BPSD.
In March 1988, the 30,000 MT per annum, Linear Alkyl Benzene (LAB) Petrochemical
Plant was commissioned. The Petrochemical Plant derives its entire raw materials
including utility supplies from the Refinery.
Managing Director
Kaduna Refining & Petrochemicals Company
KM. 16, Kachia Road
P.M.B. 2252
Kaduna.
Te.No.062-513979
Email: [email protected]

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 • NIGERIAN PETROLEUM DEVELOPMENT COMPANY (NPDC)
NPDC took over from Mobil and commenced operation at Abura field (0ML65) with the
production of 980 BOPD in 1988. NPDC proposes to drill and complete additional wells whose
initial take off production rate is 4,000 BOPD. Another producing field is the Oredo field (OML
111) which commenced production in 1996 with a daily output of 5,000 BOPD. The current
daily production is at an average of 75000 BOPD. A flow station located at Oredo with
installed capacity of 6,000 BOPD is due for upgrading to 10,000 BOPD. This will allow the
production of condensate reservoirs already completed in the field. NPDC production increased
to about 61,512.06 bpd of Crude oil in 2006.

Managing Director
Nigerian Petroleum Development Company
62 Sapele Road,
P.M.B 1262
Benin City.
Tel No. 052-251907
Email: [email protected]

• WARRI REFINING & PETROCHEMICALS COMPANY (WRPC)

WRPC was established to efficiently and profitably process crude oil into Petroleum Products,
manufacture and market Petrochemical Products through effective resource utilization.
The Refinery, which was commissioned in September 1978 with an initial capacity of 100,000
barrels per stream day of crude oil, was debottlenecked in 1987 to a capacity of 125,000
barrels per stream day.

The Petrochemical plants (Polypropylene and Carbon Black), which were built to optimise the
Refinery, were commissioned in March 1988. An HF-alkylation unit was added to the refinery in
1988.

Managing Director
Warri Refining & Petrochemical Company
P.M.B. 44 Effurun,
Warri.
Tel No.053-250812
Email: [email protected]

• PORT HARCOURT REFINING COMPANY LIMITED (PHRC)

Port Harcourt Refining Company is in business to provide efficient high quality Petroleum
Refining services at minimum cost to local and foreign customers and to develop and exploit
other related business opportunities.

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 PHRC Limited is made up of two refineries. The old refinery commissioned in 1965 with
current nameplate capacity of 60,000 barrels per stream day (bpsd) and the new refinery
commissioned in 1989 with an installed capacity of 150,000 bpsd This brings the combined
crude processing capacity of the Port Harcourt Refinery to 210,000 bpsd. It has five (5) process
areas - Areas 1-5. The new refinery is made up of Areas 1-4 while the old refinery is Area 5.

Managing Director
Port Harcourt Refining Company
Alesa Eleme
P.O. Box 585
Port Harcourt.
Tel. No. 084-236420-39
Email: [email protected]

• INTEGRATED DATA SERVICES LIMITED (IDSL)

Integrated Data Services Limited markets quality geophysical and geological Petroleum
Engineering Services.
The company also acquires quality seismic data for clients on land, swamp and marine
environments in Nigeria; Provide commercial seismic data processing services in a manner that
will ensure good return on investment; and Profitably carry out geological and reservoir
engineering services;

Managing Director
Integrated Data Services Limited
36 Ogba Road
P.M.B. 1003
Oko
Benin City.
Tel. No. 052-253325
Email: [email protected]

• PIPELINE AND PRODUCT MARKETING COMPANY (PPMC)

Ensures security of petroleum products to the domestic market at low operating costs;
market special products competitively in the domestic and international markets;
provide excellent customer service by effectively and efficiently transporting crude oil to
the refineries; and moving petroleum products to the market.

Managing Director
Pipeline & Product Marketing Company
NNPC Towers, Block C, 6th Floor,
Herbert Macaulay Way,
Central Business District,
Abuja.
09-2342522
Email: [email protected]

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• HYSON NIGERIA LIMITED
Hyson is to be an International Petroleum Trading Company with focus on the West
and Central African Sub-Region and beyond. The Company serves as a vehicle for the
development of Technical expertise on the downstream oil activities and ensure
profitable returns to its shareholders.

Managing Director
HYSON
Plot 460, Lobito Crescent
Wuse 2
Abuja.

Laison Office
Coscharis Plaza
68A, Adeola Odeku Street
P.O. Box 72923
Victoria Island
Lagos.
Email: [email protected]

• NATIONAL ENGINEERING TECHNOLOGY COMPANY (NETCO)

To provide an effective and reliable engineering base for the NNPC Group and the entire
Oil and Gas Industry.

Managing Director
National Engineering Technology Company
Heritage court,
Plot 146B Ligali Ayorinde Street,
Victoria Island,
Lagos.
Tel No.01-2611232
Email: [email protected]

CORPORATE SERVICES UNITS (CSUS)

• NATIONAL PETROLEUM INVESTMENT SERVICES (NAPIMS)

To optimize the benefits accruing to the Federation from its investments in the
Upstream Sector of the Petroleum (Oil & Gas) industry.

NAPIMS, in the Exploration & Production (E & P) Directorate is the Upstream arm of NNPC that
oversees the Federation investments in the Joint Venture Companies (JVCs), Production
Sharing Companies (PSCs) and Service Contract Companies (Scs).

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 NAPIMS is, therefore, set up to earn margin arising from investments in the JVCs, PSCs and
SCs with the multinationals and also protect the nation's strategic interests in the JVCs. In
addition, NAPIMS engages in frontier exploration services in basins where the multinationals
hesitate to venture, like the Chad Basin

Group General Manager

National Petroleum Investment Services
8/10 Bayo Kuku Road,
Off Alfred Rewane,
Ikoyi,
Lagos.
01-2670770
Email: [email protected]

• CRUDE OIL MARKETING DIVISION (COMD)

To develop a market strategy that maximizes the value of Nigerian Crude Oil
and Gas within prevailing market situations.

General Manager
Crude Oil Marketing Department
NNPC Towers, (Block B, 5th Floor)
Herbert Macaulay Way
Central Business District
Abuja.
Tel. No. 0946082500
Email: [email protected]

• INFORMATION TECHNOLOGY DIVISION (ITD)

To provide efficient, reliable, and cost effective IT services that exceeds our customers’
expectations for the benefit of NNPC.

Group General Manager

Information Technology Division
NNPC Towers, (Block B, 3rd Floor)
Herbert Macaulay Way
Central Business District
Abuja.
Tel. No. 0946082300
Email: [email protected]

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 • GROUP FINANCE AND ACCOUNT DIRECTORATE (GFAD)
Finance & Accounts Directorate is committed to providing effective and efficient
Management and control of the Corporation’s financial resources for optimal benefit.

Group Executive Director

Finance & Accounts Directorate
NNPC Towers, (Block A, 5th Floor)
Herbert Macaulay Way,
Central Business District,
Abuja.
Email: [email protected]

• GROUP HUMAN RESOURCES DIVISION (HRD)

To be a Customer focused Human Resources partner delivering best services to
achieve Corporate goals.

Group General Manager

Human Resources Division
NNPC Towers, (Block C, 11th Floor)
Herbert Macaulay Way,
Central Business District,
Abuja.
Tel No. 09-2348200 – 9
Email: [email protected]

• GROUP PUBLIC AFFAIRS DIVISION (GPAD)

The Public Affairs Division of NNPC assists Group Management in building a positive
corporate image and supporting the promotion of the business objectives of the
Corporation Internationally.

Group General Manager

Public Affairs Department
NNPC Towers, (Block A, 1st Floor)
Herbert Macaulay Way,
Central Business District,
Abuja.
09-2340029
Email: [email protected]

• GROUP MEDICAL SERVICES DIVISION

To be the best in Health Care Production Industry, by providing curative and diagnostic services,
comprehensive occupational health services and preventive health services

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Group General Manager
Group Medical Services Division
Usuma Street,
Maitama District,
Abuja
Tel. No. 09-4138408
Email: [email protected]

• INVESTMENT DIVISION
To engage in profitable and related Petroleum Businesses at both Domestic and
International Levels, Providing high quality Goods and Services to Customers while
protecting the environment.

Group General Manager

Investment Division
NNPC Towers, (Block B, 6th Floor)
Herbert Macaulay Way,
Central Business District,
Abuja.
Tel No. 09-234374
Email: [email protected]

• RENEWABLE ENERGY DIVISION (RED)

The Renewable Energy Division (RED) is established to introduce and sustain the
production of fuel ethanol and biodiesel from biomass (cassava, sugarcane, soya bean
oil, palm oil, etc) and thereby integrating the agricultural sector with the downstream
petroleum industry.

Group General Manager

Renewable Energy Division
NNPC Towers, (Block B, 6th Floor)
Herbert Macaulay Way,
Central Business District,
Abuja.
Tel No. 09-2348232
Email: [email protected]

• NIGERIAN CONTENT DIVISION (NCD)

The Nigerian Content Division is for the purpose of driving and monitoring the
implementation of the Federal Government’s Nigerian Content Policy in the Oil & Gas
Industry.

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Group General Manager
Nigeria Content Division
NNPC Towers, (Block A, 7th Floor)
Nigeria Content Division
Herbert Macaulay Way,
Central Business District,
Abuja.
Email: [email protected]

• RESEARCH AND DEVELOPMENT DIVISION (R&D)

To carry out Research, develop Technology and render services to the Oil and Gas
Industry.

Group General Manager

Research & Development Division
49 Moscow Road
Port Harcourt.
Email: [email protected]

• GROUP INSURANCE DEPARTMENT

The Group Insurance Department is committed to providing quality Insurance and
Sound Risk Management Services at reasonable and competitive cost.

General Manager
Group Insurance Department
NNPC Towers (Block D)
Herbert Macaulay Way,
Central Business District,
Abuja.
Tel No. 09-46081210
Email: [email protected]

• NNPC PENSIONS LIMITED

NNPC Pension fund Limited is a Trust Fund set up to manage NNPC Pension assets for
the benefit of all NNPC staff.

Managing Director
NNPC, Pension Fund Limited
Plot 460, Lobito Crescent,
Wuse II,
Abuja.09-4130954 Email:[email protected]

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