GENERAL OMBUDSMAN OFFICE Transparency and Social Responsibility REPORT 2011
The Petrobras General Ombudsman Office Annual Report is an opportunity to disclose the principal measures taken by the area and aims to lend transparency to its results. The information provided in the Annual Report was obtained from the system used to handle the demands. It is published in full observance with the Petrobras General Ombudsman Office s policy regarding secrecy and confidentiality. 2
MESSAGE FROM THE OMBUDSMAN In 2011, the Petrobras General Ombudsman Office unveiled new advances in its practices, expanded its access channels and strengthened the debate on transparency and social responsibility, among other themes that underpin its actions. Coordinations for Transparency, Denunciation and the Executive Secretariat of the Ethics Commission were created, as well as regional coordinators for the handling of demands. The Itinerant Ombudsman Office program was continued and visited nine units of the company. Local ombudsman offices were opened in six refineries and one fertilizer factory. New challenges await us. The Access to Information Act, passed in November 2011, will bring significant improvements to the transparency process, requiring, on the other hand, major changes in the work of the General Ombudsman Office. We noted that the growing awareness on citizens rights has required a series of advances from institutions, which help track the path of democracy. I understand that the set of actions implemented throughout the year qualifies the work of the General Ombudsman Office, contributes to the company s corporate governance, and enables better acting opportunities. I would like to thank the staff of the Ombudsman Office for another year of dedication. Paulo Otto von Sperling Petrobras General Ombudsman 3
TRANSPARENCY AND ANTI-CORRUPTION MEASURES The Petrobras General Ombudsman Office is responsible for coordinating the integration of activities relating to the subjects of transparency and corruption in national and international forums. For that, it has a Transparency Coordination in its structure. In 2011, the Ombudsman Office promoted, alongside the Institutional Communication area, the meeting of the Partnership against Corruption Initiative (PACI). In addition, it participated in the following international forums: the Extractive Industries Transparency Initiative (EITI) Global Conference, the UN Global Compact Week, and the Meeting of the 10th EITI Global Compact. The General Ombudsman Office, within the principles of transparency and integrity, coordinated a Workgroup involving various areas of the company to prepare a proposal for an anti-corruption program for the Petrobras System, completed in late 2011 4
GREATER ACCESSIBILITY Given the accessibility policy governing its activities, the Petrobras General Ombudsman Office has diversified its contact channels. In addition to the website, email, Channel for Denunciations, telephone, letter, and complaint and suggestion box, a 0800 line was implemented for free-toll calls, as well as new local ombudsman offices and visits to units through the Itinerant Ombudsman Office program. 0800 In its first year of operation, the number 0800 28 28 280 of the Petrobras General Ombudsman Office received about 10% of the total demand in 2011. Easy to remember and covering the entire national territory, it receives calls from Monday to Friday, from 9 AM to 5 PM. Local ombudsman offices The General Ombudsman Office is gradually opening ombudsman offices in various operational and administrative units of the company. This decentralization allows for local services and improved handling of demands, allowing many of them to be resolved in the same location where they originated. In 2011 local ombudsman offices were created in the following refineries: Presidente Getúlio Vargas (Repar, Araucária, PR); Presidente Bernardes (RPBC, Cubatão, SP); Henrique Lage (Revap, Sao Jose dos Campos, SP); Capuava (Recap, Mauá, SP) and Nordeste (RNEST, in Ipojuca, PE), as well as the Nitrogen Fertilizer Factory (Fafen, Orange, SE) and in the Exploration and Production Operations Unit of Sergipe-Alagoas (OU-Seal, Aracaju, SE). 5
Itinerant Ombudsman Office The Itinerant Ombudsman Office Program is a permanent plan of visits to the company s units that aims to expand the workforce s access to the General Ombudsman Office. The General Ombudsman Office visits the unit, presents activities, and meets with the local boards to strengthen local relationships and clarify doubts. In 2011, the program included local ombudsman office openings in some of its visits. Nine units were visited in the states of Pernambuco, Rio Grande do Norte, Amazonas, Bahia, São Paulo, and Sergipe. About 1,700 people attended the presentations and 160 managers participated in the meetings. Since its creation, in 2010, the Program has been conducted in 17 units, attracting approximately 3,000 listeners and the participation of some 300 managers. 6
Website The General Ombudsman Office s website gained a new version to meet the needs of different user groups, considering digital accessibility requirements that facilitate navigation for people with various types of disabilities including total visual impairment. The Contact the Ombudsman Offi ce form has incorporated features including the possibility of adding attachments and identifi cation information of the complainant. Areas were created for opinion polls, for signing up for news alerts and a search engine. On the new website, users will also fi nd an organization chart and the history of the Petrobras Ombudsman Offi ce, besides a profi le of the Ombudsman. In 2011, the website received more than 100,000 visitors from Brazil and abroad. 7
Complaint and suggestion box First installed on the ground floor of the Petrobras headquarters in Rio de Janeiro, the complaint and suggestion box of the General Ombudsman Office aims to receive written manifestations, especially from those who do not have easy access to the Internet or to request personal service. Lectures at the Petrobras University The General Ombudsman Office held lectures in the integration process of about 430 new managers, plus presentations to more than 1,100 newly hired employees. New coordinations The General Ombudsman Office now has coordinations organized by geographic region to which the local ombudsman offices are linked in order to foster better alignment of practices and procedures. Additionally, the Denunciation Coordination, directly linked to the Ombudsman, was created. It is responsible for handling denunciations on accounting, financial, audit, internal control, and property damage issues. 8
TEAM TRAINING In partnership with the Petrobras University, the General Ombudsman Office has structured a permanent Ombudsman Office training program, aimed at qualifying and improving its staff. The Program consists of a 40-hour introductory course and modules divided into specific subjects. In 2011, four classes of the introductory module were trained, with classes for additional modules expected for 2012. 9
2011 STATEMENT This report provides a general balance of the 9,011 demands received by the General Ombudsman Office from January 1 to December 31, 2011, stratified by category, means of contact, and status. It also includes comparisons with the previous year. DEMANDS BY CATEGORY 1,791 1,867 1,397 1,083 1,022 884 313 338 Complaint Information Request Order Denunciation 136 77 Suggestion 42 61 Other Internal External TOTAL: 9,011 10
PUBLIC 40% 60% Internal: 3642 External: 5369 MEANS OF CONTACT 6,783 862 682 590 Electronic Media 0800 Telephone Personal Services 54 Complaint and Suggestion Box 40 Letter/Fax 11
STATUS 89% 11% Concluded: 8,062 Pending: 949 COMPARISON OF DEMANDS BY CATEGORY/YEAR 3,658 2,681 2,187 1,906 1,710 1,128 1,421 1,309 Complaint Information Request Denunciation Order 240 213 Suggestion 48 56 Greeting/ Compliment 72 47 Other 2010 2011 12
COMPARISON OF STATUS OF DEMANDS BY YEAR 8,062 7,347 949 318 Completed 2010 2011 Pending COMPARISON OF PUBLIC BY YEAR 4,939 5,369 3,642 2,726 External 2010 2011 Internal 13
How to contact the Petrobras General Ombudsman INTERNET http://ouvidoria.petrobras.com.br EMAIL ouvidoria@petrobras.com.br TELEPHONES 0800 28 28 280 FAX +55 21 3224-8189 INTERNALLY Internal Pin Code PROU LETTER Petrobras General Ombudsman Office Av. República do Chile, 65 11 th floor room 1101 Centro Rio Janeiro Brazil CEP: 20031-912 RJ COMPLAINT AND SUGGESTION BOX In the lobby of the Petrobras Headquarters (Edise) and Edifício Cidade Nova (Edicin), in Rio de Janeiro, for receipt of manifestations in writing. To be served personally, please schedule an appointment through any of these channels. OTHER CHANNELS FOR CONTACT WITH PETROBRAS Customer helpline: 0800 78 9001 Information center: +55 21 3224-4477 Petrobras - http://ouvidoria.petrobras.com.br 14
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