GRI Matrix

PR1

Life cycle stages in which health and safety impacts of products and services are assessed for improvements

Fully

We are dedicated to the safe operation of our facilities and to the protection of our employees, the public and the environment. See Safety.

Health and safety impacts associated with the provision of natural gas gathering, processing, transmission and storage services are assessed from project design and construction through to operations and decommissioning.

PR2

Number of incidents of non-compliance with health and safety codes for products and services.

Fully

None. This needs to be confirmed.

PR3

Labeling information required by procedures

Fully

Our natural gas products and services are carefully regulated, and are provided in accordance with all laws and regulations. We also provide extensive Public Safety information through our "call before you dig" program, bill inserts, announcements, targeted mailings and our website.

See the discussion of Reliability in our print and on-line Sustainability Report.

PR4

Incidents of non-compliance with information and labeling

Fully

None. Spectra Energy is compliant with the labeling requirements for delivery of a bulk hazardous material (controlled products regulation).

PR5

Practices and results of customer satisfaction surveys

Fully

See Customer Responsiveness.

Customer satisfaction is monitored and improvement targets are set at both the business unit level and organization-wide. The measures that we use across Spectra Energy to gauge customer satisfaction are reliability, responsiveness and on-time, on budget project delivery.

PR6

Programs for adherence to marketing regulations

Fully

Our marketing communications are consistent with all known standards. We work closely with our trade associations, such as the Interstate Natural Gas Association of America (INGAA) and Canadian Gas Association, to promote transparent and accurate information about the benefits of natural gas and services. We also publish natural gas facts on our website.

PR7

Incidents on non-compliance with regulations and voluntary codes

Fully

Our products and services are carefully regulated. We have no incidents of non-compliance with marketing communications.

PR8

Number of substantiated complaints or breaches of customer privacy

Fully

None.

PR9

Fines paid for non-compliance with regulations and codes for use of products and services

Fully

None.