4 CSR AND NON-FINANCIAL INFORMATION - Limiting our environmental impact and operating in a safe environment
126.96.36.199.2 PROTECTION OF THE
The quality of the customer relationship is a key element of the strategy of the subsidiaries, but also a critical factor in information relating to consumer health and safety. The resulting initiatives vary depending on the type of customer. Results Vitogaz France has NF Service Relation Client (NF345) certification since 2015. Revised in 2018, NF Service Relation Client certification is based on international standards ISO 18295-1 & 2. A guide to best practice in customer relationship management, it takes due account of customer expec tations and aims to guarantee constant improvements to service quality. For Vitogaz France, this promotion of excellence in the customer experience should help establish a long-lasting commercial relationship, deliver quality service over time, ensure that information transmitted is complete and clear, and act promptly to meet its commitments.
their customers, subsidiaries take various initiatives: • a demanding risk-prevention policy is in place in all subsidiaries, to protect all employees liable to be involved in the handling of products stored or distributed on or from its sites. This policy, which gives rise to substantial internal prevention and control systems is described throughout section 4.2.3, section 4.4.2 and in chapter 3, section 3.1; • the Seveso regulations , extremely stringent regarding health and safety obligations, are complied with by relevant European sites; • several subsidiaries have obtained ISO 9001 and 14001 certifications, others are in the process of obtaining certification (see section 188.8.131.52). Recognition of this nature attests to commitments for the health and safety of individuals and respect for the environment; • a preventi ve maintenance and compliance program implemented in gas stations.
HEALTH AND SAFETY OF LOCAL RESIDENTS AND CUSTOMERS
The Group’s subsidiaries place particular importance on the health and safety of local residents and customers. Risks Where local residents live or exercise an activity close to sites, they can be exposed to any industrial risks that may occur. While most Seveso industrial sites are not located in urban areas and are only accessible to authorized persons, gas stations, which are accessible to the public, are often located in urban or suburban areas. However, the risk regarding gas stations is lower because the quantities of products stored there are limited. Measures taken All the measures described in the section on operational safety also protect the health and safety of local residents and customers. Depending on the sector in which they operate and the specific expectations of
RUBIS TERMINAL ROTTERDAM: SHELL SUPPLIER OF THE YEAR! In 2019, for the fourth time in 6 years, Rubis Terminal Rotterdam received the Shell Award for the best chemical storage supplier in the ARA zone (Amsterdam, Rotterdam, Antwerp). Shell is one of the largest petrochemical companies and one of the most significant storage customers in the ARA region, an area where competition is intense. This result is thus a great success and recognizes our expertise vis-à-vis our competitors in the region.
Although the Rubis Terminal Rotterdam site started with a fuel oil storage activity in 2008, it has since developed into a highly specialized chemical terminal. This transformation has been accompanied by numerous investments and continuous improvements. Today, the terminal boasts state-of-the- art equipment and infrastructure, and is committed to 3 key objectives: zero emissions, safety, and customer satisfaction. Our customers appreciate our logistics infrastructure for the management of trucks, railtanks, barges and vessels. This multimodal infrastructure also offers extensive opening hours, sophisticated automation and planning systems and, last but not least, relies on a highly committed and flexible team of employees.
Shell’s assessment is based on a comprehensive list of 9 key performance indicators (KPIs) covering Health, Safety, Environment (HSE) and logistics performance . HSE performance includes, in particular, the number of incidents, reporting, responsiveness and audits. Logistics performance is measured based on truck, barge and vessel turnaround times. Rubis achieved a record score of 94% in 2019. This award recognizes the quality of our teams’ work and motivates all our employees. It is an excellent guarantee of quality for our current and future customers. The terminal is currently in a new phase of expansion with the construction of 15 new tanks, 2 loading stations for trucks and a new barge jetty. Our commitment to continuously improve and provide a smooth and flawless service to our customers is a neverending story.