Product responsibility

The principal initiative related to material stewardship in which we are involved is our participation in determining the life cycle of platinum, through the International Platinum Group Metals Association, where we are providing input as a primary producer of PGMs.

Lonmin Sustainable Development Standard 12 relates to product stewardship and promotes the responsible production, transport, storage, use, recycling and disposal of our resources, materials, products and wastes in order to minimise their life-cycle impacts.

In addition to this, many of our research and development projects are also aimed at improving environmental and eco-efficiencies, while our energy efficiency projects, Integrated Water Balance and Integrated Waste Management Plan all complement this agenda. For more information about each of these, please see the sections: Creating and distributing value, Energy efficiency and demand management, Managing our water resources and Waste management.

Health and safety

Health and safety risk assessments and assessments of the potential impacts associated with the production of our PGMs on our employees and surrounding communities are conducted at multiple points throughout the production process. Detailed information on this is provided in the sections Safety at work and Health and wellbeing.

Suppliers and contractors are required to provide detailed information on the hazards associated with their equipment, products and services prior to delivery or commencement of work, as per the Lonmin Sustainable Development Standards. More information on our measures to mitigate the risks of potentially hazardous materials can be found in the section Environmental auditing and incident management.

There were no incidents of non-compliance with the relevant regulations and voluntary codes concerning our products, or with laws and regulations governing the provision and use of our products and services.

Customer health and safety

Safety and health risk assessments are conducted throughout the life-cycle of our products. There were no incidents of non-compliance with voluntary codes regarding health and safety impacts associated with the use of our products, or concerning product marketing practices.

GRI
PR1
Life cycle stages in which health and safety impacts of products and services as assessed for improvement, and percentage of significant products and services categories subject to such procedures.
PR2
Total number of incidents of non-compliance with regulations and voluntary codes concerning health and safety impacts of products and services during their life cycle, by type of outcomes.
MM11
Programmes and progress relating to materials stewardship.

We have excellent and longstanding relationships with our customers. We conduct an annual survey of customer satisfaction every October, in which we assess our performance on delivery, product quality, responsiveness, communication, labelling and packaging. Feedback is confidential, to protect the privacy of our customers, but was again extremely positive in 2013. We embarked on a number of internal customer satisfaction surveys within our Process Division, with the aim of driving improvements in our business performance and identifying new opportunities internally.

Our customers expect the same level of ethical responsibility from us as a supplier that we demand from our vendors. We are required to submit up-to-date information on our ISO certifications, manufacturing and procurement practices.

No violations of customer privacy or data loss occurred during the year.

GRI
PR1
Life cycle stages in which health and safety impacts of products and services as assessed for improvement, and percentage of significant products and services categories subject to such procedures.
PR5
Practices related to customer satisfaction, including results of surveys measuring customer satisfaction.
PR8
Total number of substantiated complaints regarding breaches of customer privacy and losses of customer data.
PR9
Monetary value of significant fines for non-compliance with laws and regulations concerning the provision and use of products and services.

Product labelling

Our labelling reflects the required layout and symbols established under the United Nations’ Globally Harmonised System (GHS). None of our products require product and service information.

We comply with the requirements contained within the Regulation on Registration, Evaluation, Authorisation and Restriction of Chemicals agreement (REACH) and our packaging is in line with the 2007 REACH Standards. Various workshops and forums are attended throughout the year to review the limits specified for various elements within products that are shipped as either final metals or intermediates. Work for the continuous optimisation of these limits is on-going and progressing well.

In addition to REACH, Lonmin is a founder member of the PGM and Rhenium Consortium within the European Precious Metals Foundation (EPMF), which has assisted in ensuring compliance with the requirements of both directives on Classification, Labelling and Packaging (CLP). We ensure that the labelling of our product is clear and accurate.

The percentage of products we sell for which the packaging is reclaimed is not significant, nor is the percentage of materials we use that are recycled or classified as secondary input material in the context of PGMs production. This is therefore not a significant risk for us at Lonmin.

Marketing communication

We regularly meet with our customers to promote our products and we remain committed to the responsible marketing and selling of our products, as informed by our values and policies. Our marketing practices are further guided by our Lonmin Sustainable Development Standards. Standard 7 in particular relates to Communication, Consultation and Participation and cements our commitment to communicating the necessary information on our products and materials to all our stakeholders, including external stakeholders such as customers and suppliers. We have not been involved in any incidents of non-compliance with regulations or voluntary codes concerning the marketing of our products.

GRI
EN27
Percentage of products sold and their packaging materials that are reclaimed by category.
PR3
Type of product and service information required by procedures, and percentage of significant products and services subject to such information requirements.
PR4
Total number of incidents of non-compliance with regulations and voluntary codes concerning product and service information and labelling, by type of outcomes.
PR6
Programmes for adherence to laws, standards, and voluntary codes related to marketing communications, including advertising, promotion and sponsorship.
PR7
Total number of incidents of non-compliance with regulations and voluntary codes concerning marketing communications, including advertising, promotion, and sponsorship by type of outcomes.