Quality of Products In order to justify its position as a market leader, NIS pays great attention to the quality of its products. The Science and Technology Centre includes laboratories that provide quality assessment services throughout the entire oil production and refining process. The quality control process begins with field testing of the quality of crude oil in facility laboratories, it is continued with the testing of crude oil prepared for refining, the testing of quality of certain processes and intermediate products important for the monitoring and control of operation of refining facilities, and finishes with the quality control of the final refining products and the issuance of a Test Report. This Test Report confirms that the quality of produced fuels is in compliance with the quality required by the national rules and regulations. Laboratory tests performed as the final quality control, prior to the delivery of fuel to end users, are undertaken in order to ensure the quality of fuel during the transport from the refinery to filling stations and to prevent the possible degradation of fuel during transport. These procedures guarantee the quality of fuels produced by the company. Raising customer satisfaction to the highest level possible is one of the company’s priorities. In order to analyse and monitor customer satisfaction, the company conducts a number of different customer satisfaction surveys. Communication between suppliers and customers requires producers and importers to provide information on the environmentally friendly and safe use of their substances or mixtures – the main instrument in such communication is the Safety Sheet. The safety sheet is a statutory document whose use has been mandatory since 2013. Compliance with REACH (Registration, Evaluation, Authorization and Chemicals) is a prerequisite for the export of the company’s products to the European Union. Since a significant portion of its products are exported to the European Union market, NIS has undertaken extensive tests and activities with a view to fulfilling its REACH obligations. A total of 14 company products have been registered as REACH-compliant. This has facilitated the free marketing and sales of NIS products on the European Union market. Read more Minor negative impact The company strives to protect its customers and wider society. In order to reduce its environmental impact, NIS produces and sells AdBlue, a 32.5 percent aqueous urea solution used as an agent for reducing emissions of certain vehicle exhaust gase. The most notable among these is nitrogen oxide, which it converts into harmless nitrogen gas. Nitrogen oxides are hazardous both for the environment and human health. AdBlue is stored in a special vehicle tank, from which it is injected into the exhaust gas treatment device, the so-called SCR (Selective Catalytic Reduction) system. The project for constructing the amine plant within the production complex of the Oil and Gas Preparation and Transport Unit in Elemir was commenced in September 2013 and implemented in 2016. All necessary permits from state authorities were obtained for operation of the newly built plant, which will reduce CO2 quantities in gases produced by NIS to a level of 3 percent, corresponding to the technical requirements for its use in the national gas distribution network of Serbia. Operation of the new plant in Elemir enables harmonisation of gas quality for delivery to the transmission system, increases gas production and levels of efficiency of the company’s oil and gas deposits by maintaining deposit pressure, and, additionally, protects the environment. The development of a product with the commercial name NISOTEC KOMPRESOL PAG 150 has been completed; this product is intended for the lubrication of industrial compressors of gases such as methane, ethane, propane and carbon dioxide, and is, due to its biodegradability, over 60% more environmentally acceptable in comparison with other products developed for the same purpose. The biodegradability of this product originates from its base foundation upon polyalkylene glycols. Since September 2016, this NISOTEC product has been used for lubricating CO2 compressors in the NIS Amine Plant in Elemir.