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NIGERIAN NATIONAL PETROLEUM CORPORATION SERVICE DELIVERY CHARTER SEPTEMBER, 2007

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

Dupe.akindele@nnpcgroup.com

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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, 1 st ,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, 11 th 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 NNPC M1 MD HYSON GGM, LNG &
GMD’S SUPPORT STAFF
MD
NETCO
GROUP MANAGING DIRECTOR
NNPC
M1
MD
HYSON
GGM, LNG & POWER
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
GGM ACCOUNTS
GGM HR
MD
PHRC
MD
IDSL
GGM FINANCE
GGM MEDICAL
MD
WRPC
MD NPDC
GM TREASURY
GGM P&G
MD
KRPC
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: voka.mukoro@nnpcgroup.com

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

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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: fisoye.delano@nnpcgroup.com

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: anoy.yakubu@nnpcgroup.com

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

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: suleiman.bashir@nnpcgroup.com

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: joseph.dahwa@nnpcgroup.com

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, 6 th Floor, Herbert Macaulay Way,

Central Business District, Abuja.

09-2342522

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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: basheer.abubakar@nnpcgroup.com

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: Philip.chukwu@nnpcgroup.com

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 is, therefore, set up to earn margin arising from investments in the JVCs, PSCs

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

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, 5 th Floor) Herbert Macaulay Way Central Business District Abuja. Tel. No. 0946082500 Email: aminu.baba-kusa@nnpcgroup.com

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, 3 rd Floor) Herbert Macaulay Way Central Business District Abuja. Tel. No. 0946082300 Email: chuks.onoha@nnpcgroup.com

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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, 5 th Floor) Herbert Macaulay Way, Central Business District, Abuja. Email: isiaka.abdulrazaq@nnpcgroup.com

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, 11 th Floor) Herbert Macaulay Way, Central Business District, Abuja. Tel No. 09-2348200 – 9 Email: lillie.adegbite@nnpcgroup.com

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, 1 st Floor) Herbert Macaulay Way, Central Business District, Abuja.

09-2340029

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: peter.nmadu@nnpcgroup.com

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, 6 th Floor) Herbert Macaulay Way, Central Business District, Abuja. Tel No. 09-234374 Email: amina.abdullahi@nnpcgroup.com

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, 6 th Floor) Herbert Macaulay Way, Central Business District, Abuja. Tel No. 09-2348232 Email: Sulaiman.achimugu@nnpcgroup.com

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, 7 th Floor) Nigeria Content Division Herbert Macaulay Way, Central Business District, Abuja. Email: George.osahon@nnpcgroup.com

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: Austin.oniwon@nnpcgroup.com

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: odunayo.bammeke@nnpcgroup.com

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:ibrahim.ahmed@nnpcgroup.com

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