HOME Integrated Annual Report 2012 Sustainability Report 2012 Annual Financial Statements 2012
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Impact per stakeholder group

Shareholders and investors

We recognise that sustainable development is built on sound financial performance and aim to maintain a viable company that continues to deliver positive benefits to stakeholders. The achievement of this goal is supported by our investment in the sustainability of our operations, the growth of our portfolio of assets and the on-going drive to deliver above-average returns to our shareholders. Details of our financial performance, profitability, dividends paid and financial statements can be found in the integrated report.


Imperial employs more than 47 000 people, and during the year paid salaries to the value of R10 703 million. The payment of benefits such as medical aid and pension scheme contributions and investment in training programmes and career development have a further economic impact on the lives of employees. More detail is contained in the integrated report and the “Employees” section of the chapter entitled “Our social impact”.


During the year Imperial incurred R1 572 million in taxes. Other than the reimbursement of skills development levies and similar reimbursements, we did not benefit from, or rely on, any material government grants, tax relief or other types of financial benefits.


While selling goods and services, we have a responsibility to ensure that the health and safety of customers is not compromised, that their rights are protected and that customers receive a high level of service.

Businesses that deal directly with end consumers have policies in place to protect customer health and safety. Each business is responsible for formulating and applying a policy appropriate to the environment in which it operates. Certain business units, primarily those whose operations do not involve direct interaction with customers, do not have health and safety policies. Where appropriate, customer health and safety policies and procedures are communicated to customers.

In addition, customers are advised of legal safety and health requirements in accordance with applicable legislation.

There were no incidents during the year of non-compliance with voluntary codes regarding the health and safety impacts associated with the use of our products.

Some of our businesses, particularly those in the financial services division, hold confidential customer information, and we recognise our responsibility to rigorously safeguard the privacy of customers in this regard. These businesses have customer data protection policies in place and have invested significantly in technology systems that ensure the encryption and protection of confidential customer data. During the year under review there were no violations of customer privacy or data loss and we did not incur any fines nor were we subject to any litigation regarding breaches of customer privacy or customer data loss.

Where the legislation is relevant, our businesses comply fully with the Consumer Protection Act and other customer-related laws.

Customer service is treated as a business imperative and opportunity for market differentiation, and not simply as an issue of legal compliance. We service a broad range of customers from every facet of society, including central, provincial and local government, large, medium and small business, various industries and individuals. Customer service is critical to these groups and our businesses undertake regular internal and independent customer satisfaction surveys to assess performance on service delivery, product quality, responsiveness and communication.

We are committed to the responsible marketing of our products. Advertising is conducted in a variety of mediums by individual business units targeting appropriate markets and customer groups. The group has no record of any complaints having been lodged by competitors or the public regarding unfair or misleading advertisements or practices.


In line with our transformation policy, we encourage spending on local suppliers and investment in enterprise development initiatives. This is underpinned by our decentralised management structure which gives local management the autonomy to procure from their area of operation. Further detail can be found in the “Transformation” section on page 37.

However, our drive towards local procurement is balanced by the needs of our divisions to establish secure, reliable, cost effective supply chains that conform to high standards of quality and delivery. This is critical to our on-going sustainability as a business and the delivery of value to all stakeholders. Businesses within some of our divisions rely on particular suppliers for their products, and local procurement is not always possible in these operations. An example of this is those businesses involved in selling and distributing vehicles.


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