Value Chain and Stakeholders

OR Value Chain

OR’s business structure aligns with its 4 core missions: Strengthening integrated energy solutions for seamless mobility, creating comprehensive lifestyle solutions to meet all consumer needs, Expanding the business globally for success and recognition in international markets, and Driving digital innovation to enhance existing businesses while exploring new opportunities powered by digital innovation.

OR operates under 4 core business groups:

Mobility Business
Lifestyle Business
Global Business
OR Innovation Business

For more information, please visit: Business Overview

The activities are connected to OR’s six key stakeholder groups as follows:

OR Value Chain	Main Stakeholders
OR Value Chain	Country	Shareholders/Investors	Employees	Business Partners and Suppliers	Customers	Society and Communities
Procurement (Sourcing Raw Material)	✓	✓		✓		✓
Transportation	✓			✓		✓
Production and Service	✓	✓	✓	✓		✓
Delivery of Goods and Services	✓	✓		✓	✓	✓
Joint Investment	✓	✓		✓	✓	✓
Support Activities	✓	✓	✓	✓	✓	✓

Note: Main stakeholders and their involvement with the activity
- Country (Government and Regulators): Government agencies, policy makers, and those responsible for corporate governance, approval, and authorization
- Shareholders/Investors: Shareholders, investors, juristic persons, and institutions investing in the stock market
- Employees: OR employees and employees hired through outside companies under OR’s supervision
- Business Partners and Suppliers: Joint venture companies, business partners, product and service suppliers, and contractors
- Customers: Distributors, business license holders, and consumers
- Society and Communities: Individuals and groups who may be affected by business operations such as communities, the general public, academic institutions, private organizations, non governmental organizations (NGOs), associations, foundations, local government agencies, organizations that support social activities, and national and local media

OR value chain and scope of operations

Note:

¹ LPG is primarily sourced from PTT’s Natural Gas Separation Plants and transported via pipeline to the Khao Bo Ya and Ban Rong Po Gas Terminals. The LPG is subsequently delivered to destination depots by road, water, and rail transportation. Most LPG is sourced from the natural gas separation plants, with additional supply from oil refineries.

²LPG cylinders of all sizes that reach the legally required inspection period or are identified as damaged are returned to filling plants and then transferred to certified cylinder repair facilities for inspection and maintenance in compliance with Thai Industrial Standard (TIS) 151, prior to being refilled and redistributed for sale.

Stakeholder Engagement

OR engages with stakeholders in each group, varying based on the appropriateness of opportunities and the level of the relationship, both formally and informally. This is to collaboratively drive positive changes and minimize negative impacts for all parties involved. The guidelines for engaging with stakeholders include:

From the sustainability management policy, which emphasizes maintaining a balance among economic, social, and environmental aspects, as well as all groups of stakeholders, for the sustainability of the business, OR has developed the Stakeholder Engagement Guideline. This guideline outlines effective ways to engage with stakeholders, referencing the AA1000 Stakeholder Engagement Standard by Accountability. Each department is responsible for identifying and prioritizing the importance of stakeholders related to its operations and engaging with them. The engagement strategies vary based on the prioritization and concerns/expectations of stakeholder groups. The stakeholder engagement data is then summarized for the Sustainability, Quality, Safety, Health, and Environment department. The outcomes of the stakeholder engagement can be summarized as follows:

OR’s main stakeholders are divided into 6 groups, consisting of:

Results of Feedback from Key Stakeholders

Country
Participation approach	Concerns and Expectations	Approaches to address concerns or expectations
• Seminars and meetings according to the agenda • Preparing reports on the progress of work or relevant documents to be submitted to government agencies in accordance with the law • Supporting and cooperating • Preparing a summary report of the project outcomes • Participating in public hearing on policies, laws, and regulations.	• Compliance with laws, regulations, and responsiveness to government policies • Contributing to the economic growth of the country. • Collaborating with the government agencies in supporting public policies and related initiatives	• Strict compliance with applicable laws and regulations • Incorporating government policies into business strategies and operational directions • Communicating laws, policies, and compliance practice to stakeholders • Serving as a role model for other business operators • Supporting the government’s policy to promote electric vehicles • Collaborating with the government on various projects, such as the FIT Auto Tune-up project, which helps reduce PM2.5 dust by offering product discounts and free vehicle inspections to the general public during the New Year and Songkran festivals. Additionally, the “Pun Suk area” project allows farmers to sell their products at PTT Station, as well as the “Ob-Aom Clinic” project, which provides healthcare services and increases access to public health services

Shareholders/Investors
Participation approach	Concerns and Expectations	Approaches to address concerns or expectations
• Annual General Meeting of Shareholders. • Disclosure of information through the annual report • Disclosure of information through the Management Discussion and Analysis (MD&A) and quarterly Analyst Meetings. • Channels for receiving feedback, suggestions, and complaints through the Ordering & Customer Relations Contact Center 1365, and the company website • Direct communication through OR’s Investor Relations Department.	• Good corporate governance • Sustained business growth and attractive returns	• Compliance with good corporate governance policies • Communicating and disclosing business operation information to stakeholders • Publishing One Report (Form 56-1) and the sustainability report
	• Business adaptation to challenges, fluctuations, and changing circumstances • Conducting business that responds to future changes in energy consumption	• Incorporating ESG principles into the organization’s strategy and objectives • Exploring new opportunities within the EV ecosystem, expanding the network of EV Station PluZ charging stations, and enhancing application development to improve user satisfaction

Business Partners and Suppliers
Participation approach	Concerns and Expectations	Approaches to address concerns or expectations
• Meetings, seminars, site visits, and inspections of partners’ operational areas as scheduled • Organizing training sessions to provide the necessary knowledge for business operations in accordance with OR’s practices • Channels for receiving feedback, suggestions, and complaints • Annual Business Partners and Suppliers satisfaction assessment	• Conducting business smoothly and fairly, with standards and clear criteria for conducting business with Business Partners and Suppliers	• Having business processes that are transparent, fair, and equal for Business Partners and Suppliers, along with clear criteria for selecting suppliers based on policies and practices related to good corporate governance
	• Developing the capacity of Business Partners and Suppliers in both business aspects and sustainable business practices	• Providing training to enhance knowledge for Business Partners and Suppliers
	• Improving the quality of products/services in accordance with OR’s standards	• Providing knowledge and capacity-building support to business partners, such as farmers, in areas including cultivation, production, and distribution, to ensure that agricultural products meet OR’s quality and standard requirements and to foster sustainable shared business growth

Society and communities
Participation approach	Concerns and Expectations	Approaches to address concerns or expectations
• Community satisfaction assessments • Channels for Feedback, Suggestions, and Complaints through the Order Management and Customer Relations Center, Contact Center 1365, and Website • On-site engagement activities to exchange opinions and perspectives • Creating Shared Value (CSV) • Communication of Information and Facts through OR’s Website and external communication channels.	• Developing communities, supporting community enterprises, creating livelihoods and income, and improving the community environment.	• Promoting business practices that encourage participation with society and communities, including contributing to improved quality of life and local economic development through Creating Shared Value (CSV) approaches such as the Sustainable Coffee Farming Development Project
	• Reducing environmental impacts on society and communities.	• Monitoring, improving, and enhancing operational processes to minimize environmental impacts, such as installing Vapor Recovery Unit (VRU) systems and conducting environmental quality monitoring • Developing gasoline and diesel products that meet the Euro 5 standard, which are environmentally friendly and help reduce the formation of PM2.5
	• Reducing social inequality across dimensions including physical disabilities, income levels, vulnerable groups, and differences in gender and age	• Controlling operations through management standards that minimize adverse impacts on communities and society • Monitoring and continuously improving operations. • Providing channels for coordination and rapid problem-solving
	• Communicating information and facts quickly, accurately, and comprehensively	• Communicating and publicizing information, news, and facts quickly, accurately, and comprehensively, and adhering to ethical standards in advertising products and services

Customers
Participation approach	Concerns and Expectations	Approaches to address concerns or expectations
• Organizing seminars and roadshows • Providing convenient contact channels for customers • Satisfaction surveys • Service and assistance • Channels for receiving feedback, suggestions, and complaints through the Ordering & Customer Relations Contact Center 1365, and the website • Promoting the application and organizing activities to increase customer engagement	• Delivering quality products and services according to standards and safety • Managing issues that pose risks to customer confidence and building a positive reputation for OR • Utilizing complex digital applications	• Developing innovations to enhance the level of delivery and customer service across various aspects comprehensively • Implementing Quality Assurance (QA) and coaching processes to monitor, maintain, and enhance service quality delivered by employees • Listening to customer feedback and implementing improvements and enhancements to products and services to meet customer needs • Providing benefits to customers to enhance convenience of use and offer a variety of products

Employees
Participation approach	Concerns and Expectations	Approaches to address concerns or expectations
• Developing knowledge, skills, expertise, and experience • Communicating information and listening to feedback through various communication channels • Organizing activities to build relationships among employees such as annual OR employee seminar • Conducting an Employee Engagement Survey and assessing adherence to the organizational culture (OR DNA)	• Employees have the knowledge and expertise to conduct business and are sufficiently staffed to support business operations • Providing guidance and opportunities for employee growth and career advancement	• Developing employees’ knowledge, skills, and experience for their expertise to be aligned with the organization’s strategic direction
	• Cultivating employee pride in the organization and readiness to grow sustainably with the organization	• Cultivating OR DNA within the Company’s culture to empower employees and foster collective success.
	• Providing welfare benefits that meet employee’s needs.	• Implementing a suitable work structure by utilizing technology, optimizing workspaces, upgrading equipment, and adjusting work arrangements to align with current ways of working, such as Flexi Time, Work from Home, and Virtual Meetings.. • Providing benefits that meet employees’ needs
	• Providing an appropriate work environment	• Assessing the work environment, including evaluating the adequacy of work equipment, workspace conditions, and parking facilities, and conducting health assessments for employees working in high-risk areas

In addition, OR regularly reports the outcomes of its corporate engagement activities with all stakeholders to the OR Sustainable Development Committee (OR SD Committee) on a quarterly basis. The objective is to discuss key issues, and provides recommendations to further enhance the effectiveness of engagement with all stakeholder groups.