Sustainability Report 2013
Want to enjoy all the benefits of Gas, wherever you live? Now You Can
contents
............................................................ 9. SHV Energy 10. A Note on LPG 11. free initiative 12. Company Profile 13. rural energy 14. Report Parameters
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19. Environment 23. LPG versus Home Heating Oil 25. premises 26. operational sites
.............................. 29. Customers
33. national retrofit programme
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37. Health and Safety 41. health and safety at operational depots
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45. micro combined heat and power 47. bio-propane
.............................. 51. Employee Learning and Development 53. great place to work initiative 54. Health Initiatives
.............................. 59. Community
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Calor Sustainability Report 2013 3
At a glance ....................................................
Preparing an environmental policy indicating our KPIs (emissions, water, building upgrades, etc)
Increasing product range for our customers
New modern customer contact centre
Rainwater harvesting system in Long Mile Road and Tivoli National retrofit programme
Reducing carbon emissions of our customers by 800tCO2 Employee development
All premises to be upgraded by end 2013 Great Place to Work scheme
“ In order to achieve our long-term business targets, we have put sustainability at the heart of what we do.”
Tom O’Carroll CEO Calor Ireland
Our aim is for a better future
.......................................................................................................................................................... At Calor, we are on a journey to transform our organisation into the leading supplier of cleaner, highly efficient energy solutions for rural Ireland. By introducing a range of measures, such as harvesting water, reducing the number of kilometres travelled through efficient fleet planning, and by upgrading our facilities, we aim to improve our sustainability. By focusing on our staff and their continuing development, we aim to help our people to realise their true potential. By developing energy saving solutions, facilitating the implementation of new technology and advising our customers on policing their energy consumption, we will make Ireland a better place to live. By committing to work in partnership with community organisations, and by encouraging our employees to get involved in local volunteering and fundraising, we will make the communities we live and work a better place to live. In this report, you will find details on all the measures we’re happily undertaking to ensure a long, successful and sustainable future. We hope you join us on the way. Regards, Tom O’Carroll and the team at Calor.
“In the current economic climate we are increasing our sustainability efforts, because advising our customers to reduce energy consumption is helping our customers to save money.”
Calor Sustainability Report 2013 5
Working together, we can plan the sustainable solutions that benefit your business and the wider community.
Calor Sustainability Report 2013  7
NOW YOU CAN We provide off the grid energy solutions that, up until now, you may not have thought possible.
SHV Energy Calor is part of SHV Energy, which is a global organisation specialising in lower carbon and renewable energy solutions.
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SHV Energy focuses on operating companies that provide ‘off natural gas grid’ energy applications, services and advice for domestic and commercial customers.
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SHV Energy is committed to continually developing energy solutions for this group of customers, to enable them to benefit from the latest applications in some of the more remote parts of the world. SHV Energy is the leading supplier of LPG in the world and this is its core business. This form of energy is the cleanest available fossil fuel for consumers situated beyond the natural gas grid. When heating oil is replaced by LPG, substantial carbon savings can be made. SHV Energy is also an investor in Liquefied Natural Gas (LNG), biomass distribution, co-generation technology and small scale solar technology.
SHV – A Journey with Energy The creation of SHV Energy is part of a journey that started over 100 years ago. In 1896, the founding fathers of SHV formed the company with the aim of ensuring a safe, secure and affordable source of energy for their customers. At that time, the energy choices for homes and businesses were more limited, and coal was still the backbone of the energy market throughout Europe. The business expanded through acquisition, organic growth, developing innovative practices and by putting the needs of the customer at the heart of everything. SHV Energy also diversified into a number of other market sectors - most notably the wholesale business. By the latter half of the 20th century, people were moving away from coal for a number of reasons, including its high carbon content and other polluting emissions that were becoming less acceptable to consumers and to society as a whole. This is when SHV decided to put the expertise gained within the coal distribution market to good use and invest in LPG. Source: www.shvenergy.com
Calor Sustainability Report 2013 9
A Note on LPG Liquefied Petroleum Gas – versatile, environmentally friendly and perfectly suited for commercial and domestic purposes.
.................................................................................................................
Calor Ireland provides LPG for domestic and commercial use.
................................................................ The company has also broadened its services to energy consulting and delivering energy solutions. LPG is obtained from the processing of natural gas (60%) and also from the refining of crude oil (40%). In both processes, LPG is considered a by-product. 200 million tonnes of LPG were produced in 2012, accounting for approximately 2-3% of primary energy consumption worldwide. Compared to other fossil fuels, LPG is an environmentally friendly source of energy with a wide range of uses. For households, which are not connected to the natural gas
network, LPG is the alternative for heating and cooking. In addition, propane is used in recreation, construction, agriculture, industry and as automotive fuel. 80% of LPG is supplied either in cylinders or tanks; traditional small to large bulk tanks for individual or industrial consumers; automotive tanks for the ‘autogas’ market; and large bulk tanks ensuring supply to piped networks. Cylinders and tanks are of various capacities, ranging from 2 to 50kg for cylinders, and from 200kg to 50 tonnes for tanks. Calor invests heavily in tanks and cylinders at customer sites. The company owns all its cylinders and tanks, all of which are subject to a rigorous maintenance schedule.
300%
% Excess Emissions over LPG
250%
CO2 Emissions
200% 150% 100% 50% 0%
LPG
Electricity
Heating Fuel Comparisons
10 Calor Sustainability Report 2013
Home Heating Oil
Kerosene
Heavy Fuel Oil
Smokeless Fuel
Source: Carbon Footprints 2012, Eric P. Johnson
FREE Initiative The FREE initiative is launched and funded by SHV Energy.
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A large proportion of Europe’s population lives in rural communities. They provide a significant proportion of employment and a major contribution to their economies.
................................................................ The welfare of rural communities is a central government priority, particularly the creation of new jobs, new rural industry and the continued reverse of the trend towards urbanisation. Farmers, and agriculture in general, remain extremely important culturally, politically and economically. European rural communities are too important to be ignored on energy (and any other) issue. The Future of Rural Energy in Europe (FREE) initiative gives a voice to all those who believe that rural energy needs are important issues, both for those who live in the countryside and for European society as a whole. We want to make sure that policymakers acknowledge that the above is true and plan accordingly.
  The FREE initiative is launched and funded by SHV Energy. In Europe, SHV Gas fuels the homes, businesses and cars of tens of millions of customers, most of whom live in rural, off-mains communities. FREE is supported by a wide variety of groups committed to improving the areas outlined above, and realising the potential of rural communities through greater energy choice.
Calor Sustainability Report 2013  11
Company Profile Calor Ireland was established in 1937 and is the leading supplier and distributor of LPG in Ireland.
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Calor is part of SHV Energy, the largest dedicated global LPG distributor in the market, with a turnover of 28 billion. SHV Energy operates in 27 countries, employs 16,000 people and supplies LPG to tens of millions of customers worldwide.
................................................................ Key Operational Sites:
• Group Head Office: Long Mile Road, Dublin 12 • Northern Ireland Office: Airport Road West, Sydenham, Belfast BT3 9EE • DISTRIBUTION and PRODUCTION SITES: • W hitegate Filling Plant, Cork (Connected to Refinery) • G as Import and Storage Terminal, Tivoli, Cork • Gas Import and Storage Terminal, Tolka Quay, Dublin • Gas Import and Storage Terminal, Belfast • PTS – Cylinder Refurbishment Facility, Belfast • 4 Gas Distribution Centres at Claremorris, Athlone, Sligo and Derry
12 Calor Sustainability Report 2013
We design and implement bulk and cylinder energy solutions for residential, industrial and commercial customers. These customers, who aren’t on the natural gas pipeline, enjoy everything that this exceptional energy source has to offer. With 75 years’ experience in the gas business, we pride ourselves on our unmatched expertise in the safe supply of butane and propane to our customers.
Rural Energy As the requirements of our customers in rural Ireland have evolved, Calor has been at the forefront of innovative energy solutions.
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As the leading distributor of LPG on the island of Ireland, Calor can also offer the reassuring security of a fuel supply which doesn’t rely on Middle Eastern or Russian imports. 25% of our LPG is sourced from the Whitegate Refinery in Co. Cork, with the remainder sourced within Europe. By choosing Calor Gas, rural dwellers can have gas delivered to a bulk storage tank at their home. The tank can now even be placed underground if required. This means that rural homeowners can have gas regardless of where they live. In the past, switching heating systems was a difficult process. However, our easy switching service means, that with just one phone call, Calor will organise every step; from site survey, safe removal and disposal of existing oil tank and boiler to installation and testing of the new Calor system. This service is designed to make it as stress-free as possible for the homeowner.
Calor customers can choose to have their tank automatically topped up throughout the year, giving the customer the peace of mind that comes with never running out of gas. In addition, all new Calor installations are now fitted with an automated telemetry system. This technology notifies Calor when a customer’s supply is running low and Calor can organise a refill. At Calor, we have been delivering innovative energy solutions for 75 years. Our team can deliver a complete tailormade energy solution for customers’ needs. By working with manufacturers of energy efficient technologies, we stay at the cutting edge of developments in the energy industry. Accordingly, we recommend the most energy efficient solutions for customers, allowing them to keep pace with changing building regulations and reduce CO2 emissions.
Calor has introduced the One-Stop-Shop switching service, which we hope will incentivise homeowners to make the switch to cleaner more efficient LPG.
Calor Sustainability Report 2013 13
Report Parameters The information provided in this document addresses the year 2012 and it is part of our commitment to communicate to our stakeholders on an annual basis.
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The aim of this report is to provide a range of indicators to provide readers with sufficient information on Calor Gas’s sustainability performance. We maintain an ongoing dialogue and engagement at multiple levels with our key stakeholders, in addition to our shareholders.
Stakeholders* Class
Entities
Concerns
Nature of Responses Code of ethics
Employees and Service Providers
Customers
Staff, contractors and suppliers
Domestic, commercial sectors
Fair employment and a prospering business Development opportunities
Price and quality of service
Dialogue with employees over health and safety People development initiatives Arrangements for fuel-poor customers Timely responses to queries Promotions
Policymakers
Govt officials, SEAI, advisory groups, UK HSE, Health and Safety Authority
Energy supply, climate policy
Continued strategy review
Regulators
RGII, Gas Safe, UK Consumer Council
Compliance with operating licences
Reports and dialogue
Public Representatives
Local politicians, community organisations
Business development plans
Communication and dialogue
*In addition to our shareholders.
14 Calor Sustainability Report 2013
Calor Sustainability Report 2013  15
Our nationwide delivery network means that wherever you are, we are too.
Calor Sustainability Report 2013  17
Sustain -ability Calor aim to reduce our emissions by 25% by 2020. The good news is, we’re well on the way.
environment As a supplier of a hugely beneficial natural resource, we are keen to ensure that we act in a responsible and respectful way to the world around us.
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Global Climate
Calor Ireland’s Aim
Global warming and climate change refer to an increase in average global temperatures. Natural events and human activities are believed to be contributing to this increase in average global temperatures. Primarily, this is caused by increases in “greenhouse” gases such as Carbon Dioxide (CO2).
By 2016, Calor should be well recognised as a company acting responsibly in relation to the environment. Our commitment to the reduction of CO2 and other emissions will be credible, self-challenging and long-term. This will meet the expectations of all our stakeholders and will be a motivation for staff.
International negotiations on climate change were commenced at Cancun, Mexico, in December 2010. This was followed by the Climate Conference in Durban, South Africa in January 2012. These conferences were preceded by the Kyoto Protocol in 1997. Calor continues to pursue the key climate objectives of our corporate strategy in relation to generating emissions.
Starting point
Greening Calor Team In 2011, Calor Gas made significant progress in adhering to its environmental policy and focusing on the agreed areas of priority. The Greening Calor Team was established. It consists of eight members, with representation from across the organisation, to measure, manage, coordinate and communicate actions to comply with our Statement of Environmental Priorities.
As part of our current and future strategy, Calor has defined that it will actively pursue opportunities in the area of renewables and energy services. This is in line with the recent change of SHV Gas to SHV Energy, which will lead to a stronger involvement in products and services “beyond LPG”.
Calor Sustainability Report 2013 19
environment In 2011, Calor Greening Team was formed to collect ideas, prioritise and propose actions to the management team. They will be responsible for implementing the agreed action plans.
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Greening Calor KPIs: We have defined an initial set of KPIs which will be reviewed on a regular basis: • Reduce Calor’s CO2 emissions by 25% by 2020
Calor is committed to an overall reduction of CO2 emissions of 25% by 2020 – exceeding targets set out by the EU. In 2010, as part of our quest to become more environmentally sustainable, Calor commissioned an external carbon assessor.
• Reduce grid water consumption of Calor sites by 30% by 2015 • Have all Calor buildings upgraded by the end of 2013.
7,000
Emissions tCO2
6,000
5,000
4,000
3,000
2,000
1,000
0
Year
Calor’s Emissions – 2012 Baseline
20 Calor Sustainability Report 2013
2012
Source: SHV’s Carbon Calculator
environment Our commitment to the reduction of CO2 and other emissions is self-challenging and long-term.
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6%
Filling
7%
Storage
16%
Overheads
71%
Transport 0
10%
20%
30%
Carbon Footprint by Business Area
40%
50%
60%
70%
80%
90% 100%
Source: SHV’s Carbon Calculator
Calor Sustainability Report 2013 21
environment Both of these diagrams break down the areas from which our carbon emissions are derived.
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Petrol
60 tCO²e
LPG
480 tCO²e
Electricity
900 tCO²e
Diesel
4,560 tCO²e
0
500
1,000
1,500
2,000
2,500
Carbon Footprint by Energy Type
3,500
4,000
4,500
5,000
Source: SHV’s Carbon Calculator
% km Driven per mT Bulk Gas Delivered
2011
2012 98
98.5
99
99.5 100 100.5 101 101.5 102 102.5 103 103.5 % km per mT
Kilometres Driven – Gas Delivered
Source: SHV’s Carbon Calculator
This allows Calor Gas to concentrate on the vital areas to target if we want to reduce our total emissions by 25% by the year 2020. *Due to a change in calculation method, 2012 has been selected as the baseline year.
22 Calor Sustainability Report 2013
LPG versus Home Heating Oil For Irish homes without access to the natural gas grid, the main fuels-of-choice for heating are heating oil and LPG.
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How do the carbon footprints of heating oil and LPG compare?
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In 2010, the UK Department for Environment, Food and Rural Affairs (Defra) found that LPG is the cleanest off-mains fossil fuel available.
New residential heating systems fuelled by LPG have 20% lower carbon emissions and 15% lower overall environmental-impact in comparison to those fuelled by heating oil. An LPG system’s environmental impact is about the same as that of a bio-heating oil system fuelled by 100% rape-seed methyl ester, Europe’s predominant biofuel. Moreover, an LPG heating system generates a 15% smaller footprint than a bio-oil system using a 20:80 blend with conventional heating oil. The final finding is that fuel switching can pay off in carbon terms. If a new LPG heating system replaces an ageing oil-fired one, for the final five years of its service life, its carbon footprint can be reduced by more than 50%. (Source: Carbon footprints of heating oil and LPG heating systems 2012, Eric P. Johnson)
“Customers switching from oil to LPG boilers can reduce their carbon footprint.”
Larry Smith Central Region Sales Person of the Year, 2012
Calor Sustainability Report 2013 23
LPG versus DIESEL AND ELECTRIC FORKLIFTS LPG emits less CO2/kWh than diesel and electrically powered forklifts. It offers a taint free solution suitable for sensitive environments, both indoor and outdoor.
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gCO2\kWh 600
500
400
300
488.6 53% CO2 Savings using LPG
200
263.9 12% CO2 Savings using LPG
100
229.3
0
Electricity
Diesel
LPG
Source: Information from SEAI (Sustainable Energy Authority of Ireland) (03/13). NI figures are available on request.
24  Calor Sustainability Report 2013
Premises We use McKinsey Analysis to further our commitment to 100% renewable electricity. Work in our premises included the installation of state of the art energy monitoring systems, along with an environmentally-friendly lighting system, among other measures.
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From March 2013, the electricity consumed on Calor premises (all island) will be purchased on a ‘Green Tariff’. This means our electricity provider will make a guarantee that the electricity used on all Calor sites will be generated from a renewable source.
................................................................ In December 2012, Calor hosted a team of consultants from McKinsey. They carried out a comprehensive analysis of Calor’s carbon emissions. The resulting report identified key areas for improvement and established a baseline against which all future energy savings will be measured. In Calor, our end-to-end carbon footprint is based on our ‘upstream’ energy use, our ‘direct-use’ of energy and the ‘end-use’ emissions of the product we sell. ‘Upstream’ refers to the energy which is consumed during the refining of LPG and its delivery to Calor. ‘Direct-use’ refers to the amount of energy Calor consumes within its operations and ‘End-use’ refers to the means by which the LPG is combusted by our customers. Our upstream and end-use footprints, for the most part, are out of our immediate control. However, our direct-use footprint is manageable and we can
all work together to reduce it. The two main contributors to our direct carbon emissions are diesel (85%) and electricity (9%). Calor’s offices in Dublin Port and at Head Office have been fitted with Micro Combined Heat and Power (Micro CHP) systems. In 2012, major renovations were completed in our filling plant in Whitegate and in Belfast, in both the head office and cylinder refurbishment plant. We are investing significantly to completely overhaul the heating systems in both cylinder filling plants, and are implementing an insulation plan to improve heat retention. In both plants, boilers have been upgraded to improve efficiency by up to 90%. This will reduce the company’s carbon emissions by 50,000kgCO2e per year. Our new Water Harvesting System enables a reduced dependency on water consumption from the grid. CO2 benefits of renovations at selected sites Whitegate Filling Plant
Dublin Filling Plant
CO2 savings per year using PVC double glazing (kg)
3,530
2,083
CO2 savings per year for heating upgrade (kg)
21,000
38,000
Total CO2 savings per year (kg)
24,350
40,083
62%
57%
Percentage reduction in CO2 production per year
Calor Sustainability Report 2013 25
Operational Sites Calor Bulk Drivers begin Eco-driving training.
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Eco-driving training commenced with good initial results.
................................................................ In 2012, Calor entered into partnership with an Eco-driving consultant. This involved an efficiency analysis of the fleet and Eco-driving training for bulk delivery drivers. The course content aims to train the drivers to drive their vehicles in a more sustainable and fuel efficient manner. This course has had verified fuel savings of 10% in comparable companies. Calor Gas has also invested significantly in our digital logistics systems in recent times. This ensures the company will continue to improve its delivery standards. Digital logistics allow for a paperless method of route planning and scheduling.
The fleet routing system enables Calor to optimise the routes for its deliveries on a daily basis. The schedulers in the depot can plan, using digital logistics and telemetry units on each customer tank, what is required by each customer. This system ensures a reduction on mileage travelled by our fleet, as well as a reduction on annual fuel consumption. Each vehicle is built to the current ADR requirements and to the highest build quality standards. They are equipped with an anti-drive away system and an emergency shutdown system to increase safety when delivering.
100
%CO2 per mT LPG sold
90 80 70 60 50 40 30 20 10 0
Year
2012
Carbon emissions per mT LPG sold
26  Calor Sustainability Report 2013
2020
We provide renewable solutions for living. That begins at our own premises.
Calor Sustainability Report 2013  27
our customers At Calor, We pride ourselves not only on the products we provide, but on the customer service and advice that we offer alongside them.
Customers During 2012, Calor undertook several initiatives to communicate the sustainability measures we are taking as a company to our customers.
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It also gave us the opportunity to engage with an enthused audience and offer initiatives/advice to help customers themselves become more sustainable. These are outlined below.
................................................................ initiatives/advice • In all welcome packs we send out to customers, an energy efficiency booklet is included, advising customers on how to conserve energy around the home. • At all events at which Calor exhibited in 2012, we included carbon emissions information about LPG compared to other fuel types, showing customers how they can become energy efficient by switching to gas for their fuel supply.
• Calor exhibited at the following events, showcasing the various applications of Calor Gas as a sustainable fuel for homes and businesses:
• Calor offered all customers a free energy audit of their home/business to demonstrate the efficiency of their current system, and what improvements they could make to become more sustainable.
Energy Survey Software One of the core competencies of Calor is developing complete, custommade energy solutions. Our skills in recommending the right appliances and systems enables sports clubs to become more energy efficient - and ultimately, more cost effective. We developed energy survey software, with which we can carry out a complete energy survey for sporting or other organisations. This provides an immediate report on the energy efficiency of the organisation’s facilities, and outlines a list of suggested tailored recommendations.
• Balmoral Show • Engineers Ireland Conference • The National Ploughing Championships • Pig Symposium
Calor Sustainability Report 2013 29
Customers Calor meets the needs of a wide variety of industries, and while their needs may vary, our dedication to customer service does not.
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Hospitality Industry Calor has been working with the hospitality sector to provide customised energy packages that are both cost effective and sustainable for businesses over the longer term. Calor LPG has been the fuel of choice for chefs all over Ireland for many years because of its versatility. Many in the hospitality sector are turning to LPG because it is the cleaner, high efficiency fuel for their business.
Piggery Customers In 2012, Calor were successful in obtaining a grant of €168,000 from SEAI’s Better Energy Workplace Grant. This was used to fund 35% of the installation and equipment costs of 9 pig farm projects. The estimated annual savings for the 9 projects are: 922 tonnes CO2 and €308,000. The pilot project was the Sharragh Pig Farm in Nenagh, Co. Tipperary. Originally, this site was using an inefficient 400kW oil boiler, which was replaced by three 115kW high efficiency modulating LPG boilers. In addition to this, the cascaded boiler system was fitted with precision control hardware and software. These controls enable both the farmer and maintenance personnel to
access real-time reports and manipulate system settings on-site and by remote web access. By implementing this system, the actual annual savings amounted to nearly €20,000; this equates to 54.7 tonnes of CO2. An Air Source Heat Pump system was recently added to the boiler configuration to further increase the efficiency of the Sharragh system. This is known as a ‘hybrid’ system. The heat pumps take energy from the ambient air and convert this low temperature heat into usable high temperature heat by using a refrigerant, an evaporator and an electrical compressor.
“The single biggest benefit seen since the switch to Calor is the reduction in energy cost.”
Billy Wallace Operations Manager Makeway Ltd
30 Calor Sustainability Report 2013
Customers Calor LPG is becoming a fuel of choice for many customers in the industrial/manufacturing sectors, for whom sustainability and reduction of carbon footprint are key priorities. Customers that switched from oil to Calor LPG in 2011 reduced CO2 emissions to the atmosphere in 2012 by approx. 800tCO2.
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INDUSTRIAL CUSTOMERS
Foyle, Donegal
Calor has been working closely with many businesses in the manufacturing sector, including pharmaceutical, food production and processing plants. These businesses have key targets for carbon emissions reduction and increasing the efficiency of energy utilisation in their process and on their sites.
“Good environmental practices dictate how we do business. Through investment, technology, resource and awareness, we are developing new and effective ways to establish the very best in environmental performance.” www.foylefoodgroup.com
Calor have worked alongside these businesses to create customised energy solutions which are developed around their particular processes and individual needs. For many customers, the utilisation of LPG has meant they can introduce more efficient technologies into their systems, which in turn, increased their energy efficiency and reduced their carbon emissions. Two major factors, futureproofing businesses in Ireland’s industrial sector are cost efficiency and sustainability.
“Switching to LPG, along with new technologies has enabled greater efficiency in the facility and in turn reduced our energy costs.” Sharon Scott Efficiency Manager Foyle Donegal
Calor Sustainability Report 2013 31
CUSTOMER SERVICE At Calor, we aim to improve customer experiences by exploring and exploiting new Information Technology advancements.
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Calor aims to be contactable by customers at any time. Recently we extended the opening hours of our customer service centre.
................................................................ Our web portal, mycalorgas.com, offers customers online access to their account and payment options 24/7. We now offer customers a paperless billing option. By setting a flag on their account, we will suspend printing the customers’ Statements, Invoices and Credit Notes. We will notify them by SMS and email whenever any of the above documents are posted to their account. The customer can view the documents by signing into their ‘mycalorgas’ account. Calor strives to improve the customer experience year-on-year, by using data compiled annually from the Customer Satisfaction Analysis and Calor’s Complaint Management system. Data is based on overall satisfaction, staff attitudes towards customers and Calor’s online account facility. Our Net Promoter Score also takes on customer opinions by referring Calor to friends.
32 Calor Sustainability Report 2013
National Retrofit Programme Calor can provide sustainable solutions for business premises of all sizes, ages and locations.
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There are approximately one million buildings in Ireland that would benefit from some form of energy efficiency retrofit. These could potentially generate future energy savings worth €16 billion, along with additional health and wellbeing benefits.
................................................................ To date, efficiency upgrades have been completed in over 33,000 homes in 2012, and over 96,000 homes since the programme commenced in 2009. In total, the estimated energy savings achieved are 529 Gigawatt hours or just over €33 million.
There are still obstacles that can create barriers to realising the full technical and economic potential for energy efficiency at the moment. These barriers include a lack of knowledge of the benefits of energy efficiency measures and a lack of access to capital. One of the ways in which this is being addressed is by energy suppliers signing up to voluntary agreements as part of Better Energy: The National Upgrade Programme. This aims to deliver competitive energy savings upgrades to homes and businesses across the country. Calor, as a responsible energy supplier, has signed this agreement. We are consulting with home and commercial customers to ensure that a
sustainable and efficient heating system can be designed for each customer, which will reduce dependency on high-carbon heating fuels and result in lower heating costs. To view the full document, please visit the website of The Department of Communications, Energy and Natural Resources.
Commercial Energy Survey Application Calor has developed a tool to assist our sales team in offering energy saving advice, in terms of cost savings and CO2 emissions, relating to commercial LPG solutions. The energy survey application can be used in any commercial premises requiring or using space heating, water heating, catering or laundry. The application is installed on iPads, making it portable and enabling the team to complete energy surveys while on customer premises. A four-page report is generated, detailing the customer’s current energy use, benchmarking information and improvement recommendations. Calor’s motivation for developing and using the new application is to help reduce our customers’ fuel bills and impact on the environment. The report details LPG solutions that offer a cleaner and more environmentally friendly option for rural customers. Source: Department of Communications, Energy and Natural Resources
Calor Sustainability Report 2013 33
34  Calor Sustainability Report 2013
Our innovative solutions offer customers a choice of gas storage solutions for domestic cooking and heating.
Calor Sustainability Report 2013  35
health & safety Gas, by its nature, needs to be handled with particular care during its supply and distribution to ensure the safety of everyone.
health and safety In order to remain certified partners of Calor, we always ensure our service providers have the most up-to-date systems and continue to provide the highest level of service to our customers.
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As an energy company, Calor is committed to safety policies that ensure our customers, employees and the general public are well protected from any potential harm arising from our business.
................................................................ During 2012, Calor continued to ensure that our safety programme remains of paramount importance to the company. The specific initiatives undertaken are detailed below:
Sub-contractors Annual Meeting and Safety Meetings took place during 2012 to discuss any relevant safety issues that needed to be addressed, along with any new initiatives that could be introduced to ensure maximum safety.
Boiler Training Training was provided to Registered Gas Installers to ensure that regular services are carried out effectively for customers to ensure maximum safety.
Liquid/vapour Training for   Contractors Training in both these areas was provided for the practical and written guidance on how to safely work with LPG and, in the event of any problems arising, how to deal with them in a quick, efficient manner to bring the situation under control. There were several training sessions held throughout 2012.
Calor Sustainability Report 2013  37
health and safety To help avoid incidents and accidents involving LPG, Calor regularly communicates health and safety updates to our customers.
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Product Information Evenings Calor invited contractors and installers to participate in product information evenings around the country. At these, issues such as safety, newly introduced legislations and regulations were highlighted and discussed. Questions and answers were part of these meetings, along with any new ideas that may benefit the safety of LPG.
or maintained. Anything that burns with a flame can potentially emit Carbon Monoxide. In addition to getting appliances serviced annually by a qualified engineer, the importance of having a Carbon Monoxide alarm was stressed. We recommend the following two models: 1. EI Electronics EI 204EN Alarm; and 2. Honeywell SF450EN Alarm.
Communication to customers Boiler Service letters (Domestic Central Heating and Metered Customers); Butane Safety Alert; Cooker Safety Alert. These letters were sent to remind customers of the importance of having their boiler serviced periodically to ensure it is running efficiently and safely. Also, the importance of ventilation, handling, storage and setup when using gas cookers is continually highlighted to customers.
Carbon Monoxide Detection Carbon Monoxide can be released by appliances as part of the combustion of all carbon fuels (oil/gas/solid fuel/ wood) if they are not properly installed
38 Calor Sustainability Report 2013
Consumer Incidents Market Segment
Number of Incidents
Cylinders
2
Bulk
0
Autogas
0
Total
0
Category Explosion
0
Fire
0
Carbon Monoxide Poisoning
0
Falling Objects
0
Asphyxiation
0
health and safety Calor maintains a state of the art fleet to ensure the best possible level of service and the safest means of transport for our customers.
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The Calor tanker is a unique and sophisticated piece of equipment; it contains several safety features designed to eliminate accidents which may be caused by human error or other outside factors.
................................................................ The following is a list of these features and equipment.
1. Drive Away Inhibit – vehicle will not release handbrake unless hose is rolled up and rear door closed. 2. Emergency Shutdown – remote control (zapper) or three push buttons on vehicle. 3. Deadman Shutdown – if driver does not communicate with the remote control every two minutes while pumping, the emergency shutdown will occur automatically. 4. Fire Extinguishers.
Vehicle accident per 100,000km per annum Number Gas distribution
0.016
Cars
0
5. First Aid Kit. 6. Wheel Chocks. 7. Eye Wash Station.
Categories for Gas Distribution Accidents Only Tanker Roll-over
0
Tanker Overfilled
0
8. Anti-Trip Placards.
Collision with Other Vehicles
0.016
9. Earth Reel.
Other
0
Calor Sustainability Report 2013 39
health and safety Health and Safety records are regularly reported, recorded and analysed to maintain the highest possible safety standards.
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Employee Health and Safety, 1st Jan - 31st Dec 2012 Categories
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Explosion/Fire
0
Collapse of building/structure
0
Failure of or leakage from on-site LPG vessels/pipework
0
Other
0
Total Number of Property/Equipment Damage
0
Gas escape from cylinder
0
Gas escape from bulk vessel
1
Collision (vehicles on site)
0
Electrical fault
0
Falling objects
0
Slips, trips and falls
0
Housekeeping
0
Leakage from hoses
0
Lack of PPE
0
Unsafe handling
2
Safeguard removed
0
Other
0
Health and Safety at Operational Depots Calor has achieved the ISO 9001 certification for health and safety. The ISO 9001 is certified by an accredited certification body. It shows commitment to quality, customers, and a willingness to work towards improving efficiency. It demonstrates the existence of an effective quality management system that satisfies the rigours of an independent, external audit.
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annual health and safety report findings Calor has prepared and submitted a safety report for each of our depots. These safety reports have been approved by the Health and Safety Authority. The Health and Safety Authority also carry out annual inspections of each depot, which include a review of the documentation of our Health and Safety management system and a walk around inspection of the site. Following these inspections, a report of inspection is given and any corrective actions are agreed.
Lost Time at Work 2012 per 100,000 Hours Categories
days lost in 2012
Manual Handling
0.000005148
Slips, Trips and Falls
0.000005148
Moving or Falling Objects
0
Burns
0.000087516
Road Traffic Accident
0
Entrapment
0.000005148
Electric Shock
0
Other
0
Total Number of Days Lost
0.00010296
Calor Sustainability Report 2013 41
42  Calor Sustainability Report 2013
Underground storage offers customers a discreet way to experience all the benefits of Calor gas.
Calor Sustainability Report 2013  43
technology Calor employs the latest innovations and leading technology to ensure maximum efficiency and an ongoing reduction of carbon emissions.
Micro Combined Heat and Power The Irish Government aims to reduce residential CO2 emissions by 2,436,000 mT by 2020.
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LPG has always been a low carbon emission fuel. This not only means that LPG has positive environmental benefits, it also makes LPG an ideal partner fuel for renewable energies such as solar or wind power.
................................................................ Calor is already partnering with renewable energy providers to enable LPG to complement these new green technologies.
the losses associated with centralised generation and transmission. This results in a far higher energy efficiency of 80-90%. That’s an improvement of up to 55% in energy efficiency. Calor LPG could potentially play a major part in this energy revolution through LPG Micro CHP Technology. In addition, localised power generation reduces demand on the national grid, which in turn reduces the requirement for imported electricity. This could also reduce the amount of investment required to upgrade the national grid in the future.
Reducing the emissions of rural homes will play a significant part in overall targets to tackle climate change. We must also consider how we can increase energy efficiency. Localised power generation will form part of the solution. Typically, energy produced centrally and transported to the end user is only 35% efficient when it reaches them. That is because Ireland currently operates a centralised electricity generation system which requires that the electricity is transported over the national grid. By switching the point of generation to the point of use, we remove most of
Calor Sustainability Report 2013 45
Micro Combined Heat and Power Micro combined heat and power, or Micro CHP for short, is the process of generating both electricity and heat from the same source - close to where it is to be used.
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With a Micro CHP unit, both electricity and heat are generated.
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The engine that generates the electricity is integrated with a high-efficiency LPG boiler into a single wall-mountable unit which looks just like an ordinary boiler. At the back of the unit there are connections for fuel, central heating, hot water and power. The home is also connected to the mains power grid as normal. The LPG Micro CHP boiler can be connected to existing heating controls and will supply power to the home, even working when there is a power cut.
2. It achieves energy efficiency of 80-90%, which is an improvement of up to 55% over centralised power generation. This results in a reduction in total fuel usage of 0.4 Tonnes of Oil Equivalent (TOE ) per annum. 3. Potential to reduce average rural household CO2 emissions by over 40%, or 3.6 tonnes of CO2 per year. The cumulative effect of this reduction over 10 years would be a reduction in residential CO2 from rural areas of 1,616,400 tonnes, resulting in exchequer revenue of €32,328,000 in offset carbon credits.
Benefits of the Micro CHP Boiler 1. The LPG Micro CHP boiler generates most of the power and all of the hot water and heating needed by a typical Irish home. This reduces the need to buy electricity from the national grid. Each household that switches to Micro CHP results in a corresponding reduction in centralised electrical capacity of 1kW. Over time, this reduces the need for large scale capital investment in electricity distribution infrastructure.
LPG Micro CHP Boiler – how it works Image courtesy of Ceres Power.
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Bio-Propane Bio-propane is the term commonly used to describe propane (C3H8) and other LP gases, derived from production processes that use biomass as feedstock.
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Renewable propane is an ideal biofuel. It has the same properties as petroleum-derived propane, but can be produced outside every town and city from domestic waste or unusable agricultural wastes. Biofuels - derived from renewable sources such as biomass, vegetable oils, and waste - offer an option for producing fuel that can decrease dependence on imported and non-renewable fuels, reducing the upstream carbon footprint.
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New techniques being developed and commercialised can produce these gases from renewable biomass feedstock - either as the primary output or as a by-product.
Future Prospects Interest in bio-propane is growing, as it could provide a way of decarbonising or ‘greening’ LPG to combat climate change, in the same way that traditional renewable biofuels, such as ethanol and biodiesel, are helping to decarbonise conventional transport fuels. Bio-propane could also bring broader environmental, economic and energysecurity benefits. A growing number of countries around the world are introducing measures to support the production and/or use of biofuels (liquid fuels for transport) and other types of bioenergy. In general, these measures are strongest in the advanced, industrialised countries, but emerging economies dependent on imported oil are increasingly looking to biofuels to meet their rapid growth in demand for transport fuels.
Going forward, bio-propane could make a big difference in helping reduce the carbon intensity of energy in the countryside. It’s not just electricity which has the potential to be decarbonised - it’s gas as well. Biopropane can be derived from renewable sources such as biomass (sugarcane, switchgrass), vegetable oils and food waste.
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Whatever your needs, Calor can provide a tailored energy solution for you.
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employee development We place a great emphasis on the development of our staff. Our continued success depends on it.
Employee Learning and Development Calor launched a Graduate Programme in 2010 to assist in attracting talent to the organisation and to help position Calor as ‘First Choice’ employer for high calibre graduates.
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Training and development needs arise from the annual employee review where managers discuss training, development and career progression.
................................................................ At this point, it is considered valuable for employees to take part in training courses to develop their skills. This training may be provided internally or externally, depending on the contents. Internally run courses can include presentation skills, time and organisation skills, finance and IT up-skilling.
Academic courses Academic courses can also feature in an employee’s development plan. Calor will provide financial support for third level courses of employees, where the course is relevant to their work. During 2012, the range of courses included: masters, higher degrees, MBAs, Graduate Diplomas and accountancy exams. Calor also allows for study leave and time off for employees taking exams.
Internal courses • A comprehensive induction programme run for all new employees. • LPG Product Knowledge Course – runs every 2 months for 2 hours, open to all employees.
Off-site Calor Sponsored Courses • Gas Installer Safety (GIS) and Gas Installer Domestic (GID) – these are two courses which can be taken by our engineers and installers. • Operations – drivers attend gas safety courses and must renew their ADR licence in accordance with legal requirements. Our drivers are also required to attend manual handling courses. • Link Course – SHV Energy Management Development Programme. • C-Programme – SHV Energy Skill Programme. • External Coaching – if a manager feels they need to develop themselves further, challenge their strengths and build on their management competencies, Calor will assist by providing them with external coaching. In 2012, we launched a management development programme called IGNITE, based on the development needs of our middle management team. This course has been highly successful to date. Each year, in both the Republic of Ireland and Northern Ireland, we take graduates in areas such as IT, Finance, Marketing and Engineering. “In Calor, we recognise that continual personal development should take place at every stage of an employee’s career.”
Caitriona O’Toole HR Manager
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Employee Learning and Development Calor actively promotes Succession Planning within the organisation, whereby we help develop an individual’s potential with a view to filling key positions within the company from within in the future.
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Employee Development Plan Our focuses are: 1. Develop and invest in people – by providing Internal Training Courses, Voluntary Projects and Management Development Activities.
To date, this scheme has provided the company with highly talented people who have gained valuable experience for their ongoing career. It has been a pleasure to work with our interns and we wish them every success in their future.
2. Succession Planning – Calor’s process of identifying and developing internal people with potential to fill key positions within the company. 3. P eople movements – Calor has increased its focus on creating development opportunities for people via movement – both internally and internationally. Since its commencement, we have participated in the National Internship Scheme. We do this as a matter of social responsibility. We aim to help in breaking the cycle where jobseekers are unable to get a job without experience, either as new entrants to the labour market after education or training, or as unemployed workers wishing to learn new skills.
“Calor have been extremely supportive in my career development, within months of joining I began a Health & Safety Graduate Diploma in UCD. I joined as a Graduate Engineer in the Operations Department and have now joined the Sales Dept. as an Industrial Sales Engineer.”
Peter Loughran Industrial Sales Engineer Sales (2010 Graduate Intake)
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Great Place to work Initiative Great Place to Work Institute Ireland has been assisting companies to become Great Places to Work for over 20 years. Each year, they create a list of Great Places to Work which is placed in the Sunday Independent.
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Great Place to Work - Mission • Recognising best workplaces and inspiring companies to become great through our Best Workplaces programmes. • Helping companies to transform their workplaces through our consulting and training services. • Sharing the knowledge, strategies and practices of the best companies through impactful events and research. As part of our People Development Plan, the Human Resources Department is working towards Calor being recognised as a Great Place to Work. Being part of a great place to work is about more than having a range of benefits and a number of social events each year. A company that is officially recognised as a Great Place to Work is one where employees believe in the credibility of its management; one where employees feel supported both personally and professionally; and one where they are treated equally. Great Places to Work are also those wherein people take pride in their work, have camaraderie with their peers and trust the people they work with and for.
benefits
Being a great place to work improves organisational performance. It builds on our reputation, our Customer Loyalty and Profitability.
Productivity • Attraction and Retention • Engagement and Loyalty • Motivation and Innovation
Costs • Labour Turnover • Hiring Costs • Absenteeism Rate
Calor Sustainability Report 2013 53
Health Initiatives Another initiative implemented by Calor in recent times,   was the provision of a doctor and counselling service to its employees.
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Absenteeism is recorded by Calor in percentage form, i.e. how many days lost out of the available days in each particular month, and how does this compare on a month by month basis.
................................................................ The average annual figure has declined significantly year-on-year since 2009, to the point where the average rate of absenteeism is approximately 0.5 days per month. This is a very positive result.
Employee Assistance Programme Calor offers a free EAP service (Employee Assistance Programme) – this is run by an external company and is a fully confidential service. The purpose of the EAP is to provide employees with easy access to confidential counselling and information services. This service may assist employees in coping with the challenges of everyday life, including relationship issues, childcare, general health, debt, disability and illness, stress and bereavement.
Employee Health Initiatives Vaccinations We provide a qualified doctor to administer the flu vaccine annually to any employee who wishes to have it. Eye test policy Calor will provide eye tests for employees as part of our duty of care to people, health and safety.
2009 2010 2011 2012
2.74% 2.64% 2.53% 1.91%
Absenteeism Record
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With Calor, being off the grid no longer means being left in the cold. We provide gas for heating and cooking to customers right across the country.
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community When you are involved with helpful initiatives in the community, it’s not a responsibility, it’s a pleasure.
community Calor works in partnership with the communities in which it operates, through a number of initiatives, both in the Republic of Ireland and Northern Ireland. We are committed to working in partnership with community organisations and we also encourage our employees to get involved in local volunteering and fundraising.
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Some of the sponsorships and initiatives are outlined below; many are local initiatives, which are tailored to the needs of the particular community, including sponsorship of GAA Clubs, Golf Classics, Charity Events, Local Schools and Cookery Demos, to name a few.
................................................................ Arts
We were delighted to continue our support with Moth Productions GAA Theatre Tour for the 2012 /2013 season, touring GAA clubs nationwide with the hilarious production “For Club and County”. Once again, we support Moth in conjunction with The GAA Social Initiative, which utilises the GAA club network as a vehicle to reach into all our communities.
Local Sponsorship Calor are involved in many local events in the community around Ireland. Keep an eye on Calor’s Facebook posts for updates on our local sponsorships around the country.
throughout the academic year, such as a bursaries with CAFRE College in Northern Ireland and DIT (Dublin Institute of Technology).
Charities We’re proud to work with a wide range of charities at local and national level.
Community Champion At Calor, we understand the work carried out every day by unsung heroes in towns and villages across the island of Ireland. In June 2012 we launched the inaugural Calor Community Champion. The aim of the initiative was to find local champions in communities, who work tirelessly each and every day to improve the lives of the people around them. Members of the community were encouraged to nominate their local hero through our Facebook page. The inaugural winner Joe Boland received a bursary of €7,500 to give to his nominated organisation, Lifford Scout Group.
examples of calor sponsorships
Student Bursaries
Irish Hotels Federation
€3,000
Calor support students across the country. We offer various student bursaries
Community Champion
€30,000
Regional Sponsorships
€25,000
Student Bursaries
€2,000
Moth Productions
€25,000
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Notes .................................................................................................................
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Notes .................................................................................................................
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Calor Gas Head Office, Longmile Road, Dublin 12 1850 812 450 info@calorgas.ie Calorgas.ie/sustainability