Sinopec Corp. is fully aware that to become a respected everlasting enterprise, an enterprise needs to realise mutual benefit and win-win cooperation with its partners, and coexist with society harmoniously. Adhering to the principle of “mutual benefit and win-win cooperation” and strictly abiding by laws and regulations such as the Product Quality Law of China, Sinopec Corp. strives to meet its quality target of “quality first and quantity sufficient, customer satisfaction”, sticks to responsible production and operation, and constantly improves its value contribution to suppliers, customers and the industry. Meanwhile, the Company actively fulfils its social responsibility, creates job opportunities for local communities, and support public welfare assistance actions, and strive to become a first-class corporate citizen, aiming at becoming a world-class corporate citizen.
As of the end of 2019, Sinopec Corp. had 18,646 supplies from 66 industries in China. The Company has established a sound supplier integrity system and ensured the suppliers meet quality requirement. We also vigorously advocate the concept of responsible procurement and have integrated HSSE Management System, pollutant discharge, and tax compliance into our supplier management policies, providing important reference for supplier evaluation and on-site assessment of suppliers and encouraging them to continuously improve the quality of their products and services, as well as their environmental protection awareness and capabilities. Meanwhile, we developed an industrial ecological network focusing on e-commerce platforms such as EPEC and Sinopec Chememall, which have promoted the comprehensive service capability of the value chain, allowing upstream and downstream value chain partners to achieve better coordination and mutual benefits.
? Sinopec Corp. continuously strengthens its quality management system and improves service standards, aiming at providing customers with better products and services. Meanwhile, the Company closely follows customer needs, explores new businesses, properly handles customer complaints and protects customer privacy, and protects the fundamental rights and interests of customers.
? The Company have formulated the Sinopec Quality Management System in accordance with our quality standard of “quality first and quantity sufficient, customer satisfaction”, and have established and implement a quality management system aligned with multiple quality standards to ensure the quality of products remain stable and reliable. In order to ensure the supply of quality oil products to consumers, we strictly manage the quality of purchased oil products, ensure reliable sourcing with standardised procurement processes, and terminate cooperation with suppliers fail to meet quality standards repeatedly.
? Sinopec Corp. is committed to creating value for customers with high-quality service, and continuously enhancing its service awareness and improving service quality. In 2019, the Company officially established the Sinopec Corp. Customer Service Centre at the headquarters, providing human customer service hotline (95388) and realising the coordinated handling of company-wide customer service requests and the communication and coordination across business units.
? The Company has formulated and regularly improves the process to handle customer complaints, to ensure questions and complaints from customers are responded to and addressed timely. Once received, a typical complaint will be handled within 24 hours; a major complaint shall be investigated and solved within 48 hours, and reported to superiors right away; a complex complaint shall be solved within 72 hours; and a complaint requiring technical appraisal or certification shall be handled, and the customer shall be replied to within 48 hours after the appraisal result is received.
The Company attaches great importance to the protection of customer privacy. For the online business hall of fuel card, refined oil e-commerce website, WeChat marketing platform and other Internet applications, we have applied multiple measures to enhance their security, including physical security, network security, data security and application security, and hired a third-party, the Information Security Rating Centre, to carry out security evaluations and rectified the identified issues timely. We carried out special network security exercise to identify and eliminate risks and prevent the occurrence of breaching of customer information and privacy. Regarding chemical products customers, we strengthened the governance of the access to customer information of our employees, standardise the authorisation process to protect customer information from leaking.
? The Company actively leverages its expertise and influence and participates in promoting industry development, supporting industry innovation and development in various ways, such as scientific research, industry standard formulation, and experience sharing, etc.
? Establishing industry association: Cooperated with upstream and downstream partners in the lubricant industry chain to found the China Lubricant Industry Innovation Alliance, promoting the research on core technologies and the application of research achievements in the lubricant industry chain.
? Participating in standard setting: Participated in the standard setting work of the Hazardous and Chemical Logistics Society under China Federation of Logistics and Procurement and jointly developed the Management Specification for Shared Synthetic Resin Pallet.
? Supporting technological research: Collaborated with universities and research institutions in China and established six joint R&D centres in the fields of molecular chemical engineering, chemical process strengthening, automobile lightweight, fine chemicals, photoelectric materials and artificial intelligence.
Sinopec Corp. adheres to the concept of “serving communities and making contributions to local economy”, and promotes the coordinated economic, environmental and social development of where it operates with tax payment, job creation and project investment. For overseas projects, the Company only retains the necessary number of expatriates and hires as many local talents as possible based on the implementation stage of the projects.
Implemented local hiring and procurement to create employment opportunities and promote the development of local enterprises. The Company’s employee localisation rates in Colombia, Angola and at the joint venture in Russia were 98%, 59% and 31% respectively;
Respecting the cultural heritage of local employees, and organised communication, cultural and sports activities for employees to promote cross-cultural integration.
Saudi Arabia Yanbu Refinery is first overseas refining and chemical joint venture project of Sinopec Corp. The Company strictly abides by local laws and regulations on labour, financial management and taxation, and safety and environmental protection, and strives to promote local employment and development. In 2019, the employee localisation rate of Yanbu Refinery reached 86%. The project has provided about 6,000 job opportunities directly and indirectly, and helped promote local talent development with employee training and internship opportunities for college students. We combine the local resources endowment and our expertise in technology and production to provide high-quality gasoline and diesel products to the local community.
China is engaged in an unprecedented battle against poverty, striving to achieve comprehensive poverty alleviation by 2020. The development of enterprises should feed the society, and the common prosperity of the society will create a harmonious and favourable environment for the growth of enterprises, and provide continuous momentum for their development. Since its participation in poverty alleviation in 1988, Sinopec Corp. has adhered to the targeted policy, innovated long-term support mechanisms, and carried out various programmes in light of local conditions to promote poverty alleviation through infrastructure construction, industrial development, product marketing, education support, providing better healthcare, and promoting employment, so as to lift people in poverty-stricken areas out of poverty to achieve sustainable development. In 2019, the Company continued to support poverty alleviation in eight counties across the country; its subsidiaries implemented poverty alleviation efforts in 750 villages. The Company mobilised 1,994 full-time and part-time poverty alleviation volunteers, and invested RMB190 million to support poverty alleviation, over-fulfilling its annual poverty alleviation targets.
In 2019, the Company has implemented 274 poverty alleviation projects focusing on industrial development.
Relying on the local mulberry planting and silkworm raising in Yuexi County, Anhui Province, the Company has developed the circular economy of mulberry branch fungus and biomass pellet fuel by using waste mulberry branches as raw materials, lifting more than 500 households out of poverty.
Built irrigation facilities for the 1,500-mu (equivalent to 247 acres) red kiwi fruit base in Luxi County, Hunan Province.
Cooperated with agricultural research institutes in Gansu Province to promote the cultivation of quinoa of more than 4,000 mu (equivalent to 659 acres) and create “Dongxiang Quinoa” poverty alleviation brand, increasing the per household income of 537 low-income households by RMB5,200 in the whole year.
? The Company has encouraged its employees and partners to involve in poverty alleviation through consumption, purchasing agricultural products of RMB57 million from poverty-stricken areas and helping sell agricultural products of RMB283 million.
? Introduced products from poverty-stricken areas through channels such as EasyJoy convenience stores with dedicated shelves.
? Organised a trade fair for products from poverty-stricken areas that participated by 103 enterprises from poverty-stricken counties, which sold a total of RMB2.971 million worth of products.
? The Company has contributed to local education to improve the capability of the poverty-stricken areas.
? Continued to implement the Sinopec Student Grant programme, supporting 1,955 students from low-income families.
? Organised more than 200 poor students to participate in Sinopec’s Summer/Winter Camp, Aerospace Experience Camp, Winter Olympics Experience Camp and other activities.
? Improved school facilities, invested RMB20 million to build the Sinopec Middle School in the relocation areas of Dongxiang County, Gansu Province; built new dormitory buildings in Zeku County, Qinghai Province and Bange County, Tibet; invested more than RMB2 million in Luxi County, Hunan Province, to build school facilities for the Sinopec Middle School.
? Improved school facilities of special education schools to create better living and rehabilitation conditions for children with special needs.
? Participated in the public welfare curriculum project for primary and secondary schools, introducing online education resources to poverty-stricken areas to support capacity building of rural teachers and help the students to see a greater world.
? Donated 699 “Charity Parcels” for primary school students in Luxi County, Hunan Province, and materials worth more than RMB30,000 for the 20 orphans in Sinopec Middle School in cooperation with charitable organisations and other companies.
? The Company has contributed to local healthcare to improve the well-being of the poverty-stricken areas.
? Sinopec Lifeline Express Programme has provided free cataract surgery to 2,376 patients from low-income households.
? Promoted mobile health in Gansu, Xinjiang and other regions in cooperation with partners. In 2019, the Company conducted 534 mobile health consultations and trained more than 5,000 local medical workers.
? Dispatched medical teams from the headquarters to provide free medical services in poverty-stricken counties, donated drugs and medical devices and instruments, and conducted physical examinations for villagers.
? Purchased 143 mobile disinfection machines for village clinics in Yopurga County, Xinjiang, and donated urgently needed medical equipment to hospitals in Bange County, Tibet.
The Company focused on creating employment opportunities and carried out various “job placement” projects for poverty alleviation.
Created more than 200 jobs for Dongxiang County in Gansu Province, Yingshang County in Anhui Province and Zeku County in Qinghai Province.
Developed a detailed training plan to help the newly hired employees from low-income households improve their skills and learn about career development, helping them obtain stable and long-term employment.
At the beginning of the Spring Festival in 2020, an outbreak of the COVID-19 started in Wuhan, Hubei Province, and quickly spread countrywide. The lives and health of the people were threatened, while medical and epidemic prevention supplies were in short supply. Sinopec Corp. promptly set up a leading group to coordinate epidemic prevention and control. Besides taking appropriate epidemic prevention and control measures, the Company leveraged its resources to ensure the production and supply of epidemic prevention and control supplies, donated funds and supplies, to help people overcome the difficulties.
? As the largest supplier of medical and healthcare materials in China, Sinopec Corp. organised its subsidiaries to adjust their production schedule to focus on producing materials for medical supplies, such as synthetic resin and organic chemicals, and promised to keep their prices unchanged.
? Leveraging its capacity in production of materials, the Company set up 16 production lines to product materials for mask, and worked together with its partners to set up mask production lines with a 2 million daily capacity.
? Sourced medical supplies such as mask, protective suit, disinfectant, detergent and thermometers globally through the EPEC e-commerce platform.
Kept 176 service stations in Wuhan and over 1,800 service stations in Hubei Province remain open for business. Ensured the stable supply of natural gas in Hubei Province.
Promised no price increase at EasyJoy conveniences stores during the epidemic. EasyJoy convenience stores in Wuhan provided living suppliers such as staple goods, grocer, and other protective materials like sanitisers which was urgently needed by local residents. Launched the touch-free service at nearly 6,000 EasyJoy convenient stores in 126 cities to address people’s need to shop for groceries during the epidemic.
To ensure the supply of energy and materials for society and maintain stable production and operation during the epidemic, some of our employees ended their holidays to return to work. In order to ensure the health and safety of employees, the Company launched the emergency plan, implemented strict prevention and control measures, and distributed protective equipment such as masks and disinfectants to employees, and ensured timely and regular disinfection of workplaces. To reduce unnecessary contact, the Company launched video conferencing and other communication tools; to protect employees’ physical and mental health, the Company provided psychological intervention for employees.
Sinopec Corp. attaches great importance to caring for disadvantaged groups and promoting the standardisation and development of public welfare undertakings. The Company has launched a number of brand public welfare projects, and continuously innovates on public welfare practice based on the conditions and needs of local communities.
Since 2004, we have been participating in the Lifeline Express Programme. During the 16 years, we have donated over RMB180 million to the programme, provided free surgery for more than 46,000 low-income cataract patients from 38 regions of 18 provinces and municipalities, and donated 21 Sinopec Cataract Treatment Centres. In 2019, we donated RMB24.46 million to support the technical upgrade and maintenance of the of the Sinopec Lifeline Express vehicles, and provided free cataract surgery to 2,376 patients.
Since 2013, we have been launching the Warm Station, Going Home with Love programme at our service stations to help home bound migrant workers before the Chinese New Year, providing free refuels and various service to make the travellers feel welcome and comfortable, such as hot porridge, ginger drink, lounge and nursing room, making the way home a warm journey. In 2019, we designated 248 service stations in Guangdong, Guangxi, Jiangxi and Guizhou provinces as Warm Stations, and organised more than 5,000 youth volunteers in cooperation with the Guangdong Provincial Committee of the Youth League. In the last seven years, more than 35,000 volunteers have worked for this programme and assisted a total of over 40 million travellers accumulatively.
We open the service stations up to sanitation workers, giving them a place sheltered from the weathers where they could take a rest and have some water. As of the end of 2019, we had set up 2,348 service stations as designated Sanitation Workers’ Stations nationwide for sanitation workers
Our subsidiaries in Hong Kong have been carrying out beach cleaning activities for eight consecutive years. Our employees and their formed a “Hong Kong Beach and Park Group”, and organised volunteer beach and park cleaning activities in holidays to protect the local marine environment. As of the end of 2019, 53 cleaning activities had been organised, participated by more than 1400 employee volunteers.