9 WhatareRetailOutlets/PetrolPumps?

WhatisavailableatRetailOutlets?

WhatarePetrol/Diesel/CNG/BrandedFuels?

Whatarethemandatoryfacilities/servicesavailableatRetailOutlets?

HowQuality/QuantityaremaintainedatRetailOutlets?

Howtolodgeacomplaint?

Theanswerstotheabovequeriesaregivenbelow:

1. What is Petrol Pump ?

ThemostcommonpointofcontactofcustomerswithOil Industry is the

PetrolPump.InOilIndustryparlance,PetrolPumpsarereferredtoasRetail

Outlets(ROs).

AspertheexistingGovernmentpolicy,PetrolPumpscanbesetupbyPublic

SectorOilCompaniesaswellasPrivateSectorOilCompaniesdealing in

storageanddistributionofpetroleumproductsasperguidelines.Presently,

theOilCompaniesengagedinretailbusinessofautomotivefuelsareIOC,

HPC,BPC,NRL,MRPL,ONGC,RIL,EssarandShell.

2. Products Marketed at Retail Outlets :

Petrol, in technical language is called Motor Spirit (MS). It is mainlyused inpassengervehiclessuchas2 /3wheelersandcars. Atpresent,

HPCLmarketstwotypesofPetrolacrossthecountry,i.e.normalPetroland

brandedPetrol.

PETROL PUMPS (RETAIL OUTLETS)1

10

Normal Petrol:Normallyusedasa fuel forspark ignition internalcombustionenginessuchaspassengercars, twowheelers, three

wheelers,etc.

Branded Petrol:Thisispreferredbynewgenerationvehicles.Itisslightly costlier thannormalPetrol. It hasadditives foroptimizing

performanceofvehicles.ItissoldunderthebrandnamepoWer.

poWer provides benefits like cleaning and prevention of carbondeposits,reducedsmoke/emissions,betteracceleration&pickup

andsmoothdrivingexperience.

Ethanol Blended Petrol :TheMinistryofPetroleum&NaturalGashasnotifiedmarketingofEthanolBlendedPetrol(EBP).ThePractice

of labeling on the pump is recommended for ethanolmarketing.

Toensurepresenceofethanol,EBMSfieldtestisrecommendedin

thespecificationofEBMSandalsounderMDG.Thecustomercan

detectethanolbymixing100mlofEMBSwith30mlofwaterandby

followingfieldtestprocedureasdescribedinspecification/MDG.

High Speed Diesel (HSD):HPCLmarkets two types ofDiesel across thecountryi.e.NormaldieselandBrandeddiesel.

Normal Diesel : These are used in heavy commercial vehicles,buses,tractors,motorcars,pumpsetsandinvariousotherdiesel

enginedrivenapplications.

Branded Diesel :ThisispreferredbynewgenerationvehiclesandissoldbyHPCLunderthebrandNameTurbojet,whichcontainsmulti-functional additive that enhances the performance of new

generationvehiclesandensurespeakengineperformance.

Lubricants :Thisisavitalproductforhealthylifeofanengine.Alubricantisaviscousproductusedintheengineforitssmoothfunctioning.Different

gradesof lubricantsareneededfordifferentengines,gearboxandother

components. The RO dealer can guide on the recommended grade of

lubricantforthevehicle.HPCLregularlydevelopsnewproductstocaterto

differentneedsofthecustomers.

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Compressed Natural Gas (CNG): CNG is an environment friendly fuelandavailableinmajortownswhereithasbeenintroduceddependingon

availabilityofGridandGas.

CNG is availableat selectoutletsof theCompany in somecities.Therearealsostand-aloneROsforCNGinselectcities.

CNGcanbeusedinvehicleswhicharefittedwithaspecialkitmeantforthepurpose.Thevehicleneedsmechanicalchangeforitsuse.

Itsavailabilityisbeinggraduallyincreasedinmorecities/ROs.

Auto LPG:

ALPGmeetsBISstandardIS:14861whichhasOctaneNumberof88(minimum).

ALPGisacleanandenvironmentfriendlyfuel.

3. Facilities provided at Retail Outlets:

Facilities:ARetailOutletisnotjustaplaceformeetingfuelneeds.Itoffersarangeofserviceswhichcanbeclassifiedasunder:

Mandatory Facilities:Thesearethefacilitieswhicheveryretailoutletmustprovide.Theseincludefreeair,displayofworkinghoursand

displayofnameandtelephonenumberofoilcompanypersonnel

fortheconvenienceofcustomers.FirstAidBox,toiletandsafety

equipmentasperstatutoryrequirementssuchasfireextinguishers

andsandbucketsetc.arealsoavailableatretailoutlets.

Other Facilities:Fortheconvenienceofcustomerstheseadditionalfacilitiesmaybeprovidedbydealersat theretailoutletpremises.

These include water-coolers, convenience stores, snack bars,

dhabas and rest-rooms, bathing andwashing space for truckers,

telephonefacility-PCO/STD,ATM,servicing/repairshop,tyreshop,

loyaltycardprogrametc.

12

Quality: The term quality implies that the product you are buying ismeetingtheprescribedspecificationsandis freefromanycontamination

oradulteration.Thecustomerscanensurequalitybycarryingoutspecific

checksfordifferentproductsaslistedbelow:

FilterPaperTest(forPetrol)

a)Cleanthemouthofthedispensingnozzletoremovestains.

b)Putadropofpetrolonthefilterpaperfromthenozzle.

c)It should evaporate in about 2minuteswithout leaving a stain

onthefilterpaper.(Iftheareaofthefilterpaperwherethedrop

ofMSwasput remainspinkish, it is thecolourof theMSand

notanystain).Ifastainisleftonthefilterpaperthenthereisa

possibilityofadulteration.

Customer should immediately lodgea complaint if Filterpaper isnotavailableattheRetailOutletfortestingofPetrol.Itisthedutyof

theDealertoprovidefilterpaperondemandbythecustomer.

DensityCheck(forPetrolandDiesel,includingbrandedfuels)

a)A 500 ml jar, calibrated hydrometer, thermometer and ASTM

(AmericanSocietyforTestingofMaterials)conversionchartsare

required tocarryoutdensity test.Hydrometer isaverysimple

instrumentformeasuringdensityofanyliquid,whichisdifferent

forpetrolanddiesel.

b)Fillabout3/4thofthejarwiththeproducttakenthroughnozzleof

theDispensingunit.

c)Dip the thermometerandhydrometer in the jarandrecord the

temperatureanddensity.

d)The actual density observed is then converted to density at

15 degree centigradewith the help of conversion chart. This

converteddensity is thencomparedwith the referencedensity

takenfromthedensityregistermaintainedbytheRetailOutlet.

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Checks forLubricants:Pleasecheck thesealofcontainer,dateofmanufactureandnameofthemanufacturer. Fortheconvenience

of2/3wheelersegment,RetailOutletsgenerallyprovideself-mixing

(petrol-oilmix)dispensers,2Tdispensersandtheyalsokeeptamper

proof2T/4Tpouches.

Quantity:

It is mandatory for each retail outlet to keep a calibrated 5 litremeasure, stamped by Weights and Measures Department every

year,toverifyquantity.

Quantity can be checked with 5 liter measure. The permissiblevariationduetoanyunforeseenmalfunctioningofthedispensing

unitis25mlin5literswhichistoberectifiedimmediately.

Price :Thesellingpricesofproductsaredisplayedprominentlyattheoutlet.

Customersmustensuretotakecashmemoforeverypurchase.

Other useful tips for customers :Meter tobe set to zerobefore starting

deliveryandfinalreadingtobecheckedafterdelivery.

Malpractices/UnauthorizedActivities:Incaseacitizencomesacrossanyof

thefollowingpossiblemalpractices,he/shemaycontactCompanysOfficer

whosename&contactnumberisdisplayedattheRetailOutlet.

Adulteration : There is a Possibility of adulteration, by mixingcheaper homogeneous products in petrol or diesel. Adulterated

productwill definitely affect theperformanceof vehicle. In such

case, one should carry out the filter paper / density check as

explainedabove.

Short Delivery:Althoughalldispensingunits(Machinesdeliveringpetrol / diesel) are annually calibrated and sealed/stamped by

Weights&MeasureDepartmentandalsoperiodically checkedby

theCompanyOfficer, therecouldbeapossibilityof tamperingor

14

machinemalfunctioning.Asmentionedearlier,acitizenhastheright

tocheckthequantitydeliveredwithadulycalibratedandstamped

5-litremeasureavailableatpetrolpump.

Overcharging: The dealer is not allowed to overcharge for theproduct sold. Theprices of products are alwaysdisplayed at the

retail outlets. One must ensure to take a cash memo for every

purchase.

4. Safety Our utmost concern :

Petroleumproductsarehighlyinflammableandare,therefore,dangerous

ifnothandledproperly.TheirhandlingisstrictlygovernedbyPetroleum&

ExplosivesSafetyOrganization(PESO)Rules.APetrolPumpisalicensed

premiseandallactivitiesarecarriedoutwithstrictadherencetoPESORules.

Forthesafetyofallconcerned,thefollowingprecautionsmustbeobserved:

Switchofftheenginebeforetakingdeliveryoffuel(toavoidpossiblefirecausedbyspillageoffuel)

PleaseDONOTsmokewithinthePetrolPumppremises.

NeverlightamatchstickwithinthePetrolPumppremises.

SWITCHOFFtheMobilePhoneswithinPetrolPumppremises.

Itisadvisabletogetoffthevehiclewhilerefuelling.

Itisnotadvisabletocarrypetrol/dieselinplastic/glassbottles.

5. Complaints :

Foranyunsatisfactoryserviceorproduct,customermaypleasebringittothe

noticeofthedealerimmediatelyorinhisabsence,theManager.However,

if the explanation given by the Dealer or Manager is not satisfactory, a

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customercanrecordthecomplaintintheComplaintandSuggestionBook

availableateachpetrolpumporcontactCompanysSalesOfficeronphone.

Awritten complaint can alsobe sent toCompanysSalesOfficer, Regional

Office or a complaint can be lodged through helpline - 1800 2333 555 or

155233.ContactdetailsaredisplayedateachRetailOutlet.Complaintcanalso

belodgedthroughWebsite-www.hpretail.inorhindustanpetroleum.com.

Each complaint received by letter, through the website or entered into

theComplaint /Suggestionbookis investigatedbyCompanyOfficerand

suitableactionistakentoresolvethecomplaint.

6. Selection of Retail Outlet Dealer :

Afteridentifyingthelocationforsettingupretailoutletdealership,HPCLreleases

anadvertisementinnewspapers[oneEnglishandoneHindi/Vernacular]inviting

applicationsfromcandidatesbelongingtothecategoryforwhichthelocationis

reserved.Theeligibilitycriteria,terms&conditions,andproceduresforselection

aredescribedintheadvertisementsasandwhentheyarereleasedandinthe

Brochure for Selection of Dealers for Regular & Rural Retail Outlets. The

Brochureisavailableonourwebsite:www.hindustanpetroleum.com.Thesame

canalsobeobtainedfromourRetailRegionalOfficeonpaymentofRs.100/=.

Applicationcanbemadeonlyintheprescribedformatforthelocationsadvertised

byHPCL.CompletedapplicationshavetobesubmittedtotheconcernedRegional

Officewithinthetimelimitasstipulatedintheadvertisement.

HPCLhasgot50RetailRegionalOfficesacrossthecountry.Pleasecontactthe

nearestRegionalOfficeforanyfurtherinformationontheRetailBusinessactivities

byHPCL.

Formoredetails,pleasevisitourwebsitewww.hpretail.inorwww.hindustanpetroleum.com.

16

WhatisAutoLPG?

Whataretheadvantages/availabilityofAutoLPG?

WhyshouldwenotusedetachableLPGcylindersinVehicles?

WhatisAutoLPGconversionkit,itscomponentsandfunctions?

Is itmandatory toget theendorsementonRegistrationofVehicleafterfitting

AutoLPGKit?

Theanswerstotheabovequeriesaregivenbelow:

1. Why Auto LPG (ALPG ) :

In India, LPGhasbeenofficially recognized as an auto fuel in 2002with

due amendments of all relevant Acts / Rules by the Central and State

governments.UseofLPGasautomotivefuelisanage-oldpracticeinvarious

countries.

Advantages of Auto LPG :

ALPGisaclean&environmentfriendlyfuel.

ALPGmeetsBISstandardIS:14861whichhasOctaneNumberof88(minimum).

ALPGfitmentinvehiclesissafe.

Lesspollutionandsmoothrunning.

Availabilityinmajorcitiesandtowns.

Availability of Auto LPG :

ALPGisavailableatvariousretailoutletsofHPCL. ThedetailsofAutoLPGDispensingStations(ALDS)areavailableonourwebsite-

www.hindusthanpetroleum.com.

AUTO LPG2

17

ThedetailsofoperatingALDS including thatofPrivateMarketerscanalsobeaccessedfromthewebsite:www.iac.org.in.

Operation of Auto LPG Dispensing Stations (ALDS) :

ALDS installation is governed by the guidelines of Petroleum &ExplosiveSafetyOrganization(PESO).

AutoLPGisafreelypricedproductwithnogovernmentcontrols/subsidy.EachcompanycanfixthepriceofALPGbasedonitsown

commercialconsiderations.

AutoLPGisdeliveredonvolumetricbasis.

ThequalityofAutoLPGisgovernedbyIS:14861.

Auto LPG Dispensers are periodically calibrated using a mastercalibrationkit.

IncaseofanygrievanceregardingqualityandquantityofAutoLPGdelivered,thecustomercanmakeacomplainttotheSalesOfficer

ofthecompanywhosecontactdetailsaredisplayedattheALDS.

Why should we not use detachable LPG cylinders in vehicles ?

AsperCMVR115C,onlyfixedAutoLPGtankwithitssafetygadgets,approvedbyPESO,isallowedinmotorvehicles.

Use of cylinders, other than approvedALPGfixed tank, is highlyunsafeandprohibitedunderlaw.

AutoLPGtankshallneitherbereplacedbydomestic/commercial/industrialLPGcylindernorwiththecylinderscontaininganyother

gases.

General instructions for motorists:

LPGbeinghighlyinflammable,anyhotwork(welding/gascutting/brazingetc.)onthebodyorotherpartsofLPGdrivenvehicleshould

onlybedonebytrainedstaffatauthorizedworkshop.

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Repair of LPG tank is not permitted under any circumstances.However, repair/maintenance of Auto LPG system and its

componentsshouldbecarriedoutatauthorizedworkshops.Ideally,

repairsshouldbedonebythesameRetrofitterwhohasoriginally

fittedALPGsystemtothevehicle.

AutoLPGtankandthepipingsystemshouldbecheckedregularlyforanyleakage.TheAutoLPGCylinderhastobetestedperiodically

inlinewithstatutoryrequirements.

IncaseofleakageintheLPGsystem,cutoffLPGsupplyandparkthecarinopenarea,awayfromignitionsources.Moveallthepeopleto

asafedistancefromthevehicle,oppositewinddirectionandseek

assistanceofnearestauthorizedinstaller/workshop.

DonotusedomesticoranyotherdetachableLPGcylinderasautofuel,asitisapunishableoffenceunderLawandisalsohighlyunsafe.

AutoLPGre-fuelingtothevehicletankshouldbedoneonlyattheauthorizedALDS,throughthedispensingnozzle.Donotfilldomestic

LPGoranyothergasinaLPGtank.

DomesticLPGdoesnotmeetOctanerequirementofAutoLPGanditmaydamageEngineinthelongrun.

AfterrefuelingLPG,pleaseensurethatthedustplugisinsertedbackonthefillervalve.

Itisrecommendedtorunthevehicle5-7KMsinpetrolmodeafterevery100-150KmsruninLPGmode,tokeepthepetrolsystemin

goodcondition.

ItisagoodpracticetoputtheselectorswitchinneutralpositionforawhilebeforeswitchingovertoLPG.Switchingoverdirectlyfrom

petrolmodetoLPGmayleadtoenginestallingorbackfiredueto

mixingofbothfuels.

19

NevertamperwithanyofthecomponentsintheLPGsystem.

Any other safety recommendation by vehicle / kit manufacturershouldbestrictlyfollowed.

Auto LPG conversion kit, its components and functions :

LPG conversion kit: ALPG conversion kit is a complete systemassemblyforconvertingavehicletorunonLPGonbi-fuelmode.It

hasmainlythreeparts:

ALPG tank with its accessories fixed in the boot of the car. For3-wheelervehicles,theautoLPGtankisinstalledunderthedrivers

seat.

LPG delivery system through Vaporizer - Regulator and VenturaMixer.

LPGcontrolmechanism-Closedloopsystem(ECU,steppermotor/Injector(s),EmulatorandOxygensensoretc.)oropenloopsystem

(manualpowerscrewwithoutanyfeedbackmechanism)

Auto LPG Tank (ALT) and accessories :

Auto LPG tank is a metallic cylinder or a container of suitablecapacity forfillingLPG tobeusedas fuel forSpark Ignition (S.I.)

motorvehicles.The tank shouldbeapprovedbyChiefController

ofExplosivesunderGasCylindersRules1981andmustmeetthe

requirementsasperIS:14899(asamendedfromtimetotime)

UnlikenormalLPGcylinder,eachautoLPGtankisfittedwithMulti-FunctionValveforprotectionofthevehiclesystemandsafetyofthe

passengerandsurroundings.Itisanassemblyformountingonauto

LPGtankforfillingandwithdrawalofLPGalongwithsafetydevices

including:

20

a)Automaticfillslimiter

b)Servicevalue

c)ExcessFlowCheckValve

d)PressureReliefValve

e)FusiblePlug

f) ContentGauge

g)Non-ReturnValveonfillconnector

Multi-function, Valve Assembly shall conform to latest IndianStandard (amended from time to time) and approved by Chief

ControllerofExplosives,PESO).

2. Approval of Transport Authority :

After installingAutoLPGkit inyourvehicle, it ismandatory foryou toget its

registrationbookendorsedbythelocalRTO.

21

1. SpecificationsofCNG:

Thebroadrangeof thevariousNaturalGascompositionsofC1,C2andC3 is

82.43 to99.10,19m7,27 to0.90and3.47 to0.000 respectively.Theaverage

calorificvalue(Kcal/SCM)is8150to8950.

2. Advantages of CNG :

Safety: Lighter than air hence, in caseof leakage there is nodangerous

accumulationofgasasitdispersesintheair.Itisunlikelytoignitedueto

HighignitiontemperatureandNarrowrangeofignition.Ithaslowestinjury

anddeathratepervehiclemile.CNGcylindersarestructurallymostsound

andpasstheseverestoftests.

Environmental Protection:TheburningofCNGdoesnotleavebehindany

impurities,Sulphur(S),Lead(Pb),andAromaticPolycyclicHydrocarbons.It

leavesverylowlevelofpollutinggaseousemissionswithoutsmellanddust.

Incomparison toother fossil fuels,CNGprevents the reactiveprocesses

whichleadtotheformationofOzone(O3)inthetroposphere.

Economical:Itischeaperthanconventionalfossilfuels.Itspaybackperiod

isshort.

Technical:CNGhasaveryhighanti-knock index (more than120ON). It

does not require refining plant or any additive doses and can be used

immediatelyafteritisproduced.Ithasnoevaporationleaksandspillslike

otherfuels,bothduringre-fuelingandfeedingofthecar. Itscombustion

producesavery lowquantityofcarbondeposits (permitsa longer lifeof

lubricantoil).

COMPRESSED NATURAL GAS (CNG)3

22

3. CNG for Automobiles -

HPCLalongwithotherOilPSUshastakeninitiativestointroduceCNGasa

cleanfueltoreduce/controlthevehicularemission.

AlltypesofvehiclescanrunonCNGbyinstallingCNGkits.CNGkitisan

assemblyofmanycomponents required to runexistingvehicleonCNG.

Thereare fewbasiccomponents,whicharecommon inall typesofkits,

irrespective of the vehicles such asCNG storage cylinder, high pressure

tube,pressureregulator,pressuregauge,changeoverswitch,highpressure

tubefittings,refuelingreceptacleandairfuelmixer.

MajorcomponentsofCNGkitforcarburetorfittedpetrolvehiclearePressure

Regulator,PetrolSolenoidValvewithmanualoverriseswitch(Stopspetrol

flowwhenoperatingonCNG);On-Offvalveandrefuelingconnector(Opens

orstopsgasflowtotheregulatorandincludesarefuelingdevice);Control

Module / Change-over Switch (Electronic control component with fuel

selectionswitch);CNGlevelIndicator(LEDIndicator);GasAirMixer;CNG

cylinderwithvalve,vaporbagandbracket;Petrolhose;Low-pressuregas

hose;Ignitionadvanceprocessor;Highpressuregastube;Wireharness;

NRV(NonReturnValve)inpetrolreturnline;Pressuregauge.

4. Safety -

SafeRefillinginstructionsaredisplayedforallCNGVehiclesatCNGStation.

Safetysymbolsandcautionaryinstructionsdisplayedallaround.

Safetyleaflets/stickersdevelopedforawarenessonspecificoccasions.

Safetyleaflets/stickersdevelopedanddistributed.

23

5. Precautions to be taken during servicing and repairing of CNG vehicles :

Alwaysrefertothesuppliers/OEMsmanualforthetrouble-shootingguide

anddonotdoityourself.

Incaseofvehiclesundergoingrepairsinvolvingwelding,orheatapplication

toanypart(within1.5m)ofthecylinder,thecylindershouldbeemptiedand

degassedfirst.

DonotinstallLPG,PropaneoranyothercylinderinplaceofaCNGcylinder.

Itisillegalandunsafe.

ForemergencyhandlingofanyCNGleak,usersmustbeawareofthelocation

andoperationofcylindervalve,mastershut-offvalveandburstdiscinthe

CNGsystem.Studyofthesystemandaskyourmechanictoidentifythese

partsforyou.

Workshop, carrying out the kit fitment, should be able to demonstrate

theseoperationstotheenduserssatisfaction.Itisadvisabletooperatethe

vehicleoccasionallyonpetroltoensurethatthepetrolsystemremainsin

goodworkingconditions.

Other Precautions:-

Incaseofleakageinfuelsystem,vehiclesshallnotbeparkedwithin6mtrs.

peripheryofanysourceofignitionorfire.

Incaseofvehiclesundergoingrepairsinvolvingwelding,orheatapplication

toanypart(within1.5mtrs.v)ofthecylinder,thecylindershouldbeemptied

anddegassedfirst.

TheCNGkit installed in thevehicleshouldbe insuredalongwithvehicle

accessories.Themotoristshouldnotifytheinsurancecompanytoprovide

24

insuranceontheCNGsystem,forwhichadditionalpremiummaybecharged

bytheinsurancecompany.

MotoristsshouldtaketheinsurancecoverfortheadditionalCNGkitsystem.

InstallationofCNGinthevehicleisrequiredtobeendorsedintheVehicle

RegistrationCertificatebylocalRTO.

6. For more information, visit: www.hindustanpetroleum.com

25

WhatisKerosene?

WhatisPDSKerosene?

Howitisdistributed?

Theanswerstotheabovequeriesaregivenbelow:

1. What is Kerosene ?

KeroseneisamiddledistillateproductandisprimarilyusedinIndiaforcooking

and illuminationpurposes.Duetosocio-politicalconsiderations,Kerosenehas

beenclassifiedasacommonmans fuelandkeepingthis inview, thepriceof

Kerosene sold through Public Distribution System (PDS) is subsidized. In Oil

IndustryparlanceitiscalledSKO(SuperiorKeroseneOil)

How is it distributed ?

ThequarterlyquotaforeachStateisdecidedbyMOP&NG.

TheentiredistributionofKerosenewithintheStates/UTsismonitoredand

controlledbytheFoodandCivilSuppliesAuthorityoftherespectiveStates

/UTs.

InthedistributionofKerosene,HPCLisresponsibleformakingtheproduct

available to their dealers as per their allocation. HPCL dealers distribute

theupliftedSKOtoretailersunderthedirectionofFoodandCivilSupplies

Authoritieswhoalsodecidetheentitlementtoeachrationcardholder.

Role of Retailers (Ration Shops / Fair Price Shops) :

KerosenebeinganessentialcommodityunderthePDS,theretailers(ration

shops)arerequiredtomaintainadequatestockofthesamefordistribution

torationcardholders.

KEROSENE4

26

2. Kerosene Prices :

PDSKerosenemustbesoldatthedeclaredpriceandtheconsumersarenotto

paypriceoverandabovethedeclaredprice.

3. In case of Complaints :

Complaintsconcerningovercharging,blackmarketingandnon-availability

of PDSKerosene canbe lodgedwith the concernedStateCivil Supplies

Authoritiesforinvestigationandnecessaryaction.Incasetheredressisnot

madeby theCivilSuppliesAuthority, thecomplaintcanbe forwarded to

theDistrictCollectororSecretary,Food&CivilSuppliesDepartmentofthe

State.

ComplaintsinvolvingHPCLdealerscanalsobelodgedwithusforresolution

as described under section Complaint / Public Grievance Redressal

Mechanism.

In addition, feedback can also be registered through our website:

www.hpretail.in

63

COMPLAINT / PUBLIC GRIEVANCE REDRESSAL MECHANISM

11

Aconsumerwhowishestoregistercomplaintaboutanyproductorservicemaylodge

thesamebyanyoneofthefollowingmethods:

1. Availability of Complaint / Suggestion Book at HP Gas Distributor & Petrol Pumps: As per the MDG (Marketing Discipline Guidelines) Provisions, it ismandatoryforthedealerstomaintainaSuggestion/ComplaintBookandmake

thesameavailabletothecustomerondemand.Amessageindicatingavailability

ofthisbookisalsoprominentlydisplayedattheretailoutletsandgasagencies.The

fieldofficergoesthroughtheComplaintsBookduringhisinspections,forwhich

aspecificprovisionhasbeenmadeintheinspectionreport.Thecomplaintsare

attendedtobycontactingthecomplainant,wherevernecessary,bytheOfficers

oractionistakenbasedoninputgivenbythecustomers.

2. Display of Contact No. and Address at Retail Outlets / HP Gas Distributorships:ContactdetailsoftheSalesOfficersofthecompanyareprominentlydisplayed

atalltheretailoutlets/HPGasDistributorships,forthebenefitofcustomersto

contactthemorwritetothem.

3. Toll Free Number, Call Centers:Inordertohaveconvenient,easyandeffectivewaytoenablecustomertoregistertheircomplaintsandfollowthemup,twoall

IndiaTollFreenumbers18002333555and155233areinplaceforregistrationof

complaints.

4. Web based complaints:Customerscanalso register theircomplaints throughHPCCorporateWebsitei.e.www.hindustanpetroleum.com

Once a complaint is registered on the website it automatically goes to the

concerned officer for further action. A reply is sent to the customer by the

concernedoffice,onceitisresolved.Provisioninthesystemenablescustomer

toviewthestatusofthecomplaintonthewebsite.

64

5. Timelines for Resolution of Complaints: HPCL shall endeavor to respond to complaints received through Toll-Free number/Web Portal within fourteen days,

except in circumstances beyond control of the Corporation viz. Natural calamities,

strikes, absenteeism, system breakdowns or in cases warranting investigation

etc. which may take longer to conclude. In such case, an interim reply would be

sent.

6. Email: The consumer who is not satisfied with the resolution of complaint may send email to mktghqo@hpcl.co.in or corphqo@hpcl.co.in giving clear and

complete details of the complaint and nature of remedial action sought. Past

references may also be included.

7. public Grievance:

a. Designated officers of the Corporation will be available every Friday between

4.00 PM to 5.00 PM at all major locations to hear & facilitate redressal of

grievances of the public.

b. The details of the Public Grievance Redressal Officers for redressal

of Public Grievances are available on the Corporate website: www.

hindustanpetroleum.com

c. A link has been provided on HPCL Corporate website:

www.hindustanpetroleum.com for registering Public Grievances on the

Government of India Public Grievances Portal (PG) viz. http://goo.gl/xUObQ1.

65

HINDUSTAN PETROLEUM COPORATION LIMITED

REGISTERED AND HEADQUARTERS OFFICE

MARKETING HEADQUARTERS

PetroleumHouse,17,JamshedjiTataRoad,Churchgate,Mumbai400020.Email:corphqo@hpcl.co.inWebsite:www.hindustanpetroleum.comTel.:022-22863900

HindustanBhavan,8,ShoorjiVallabhdasMarg,BallardEstate,Mumbai400001.mktghqo@hpcl.co.inTel.:022-22637000

MUMBAI REFINERY VISAKH REFINERYBhikajiDamajiPatilMarg,(OldCorridorRoad),Mahul,Mumbai400074.Tel.:022-25545061

PostBox.No.15,Malkapuram,Visakhapatnam530011Tel.:0891-2894000

DELHI CO-ORDINATION OFFICE 11thFloor,Tower-I,JeevanBharati,

124,IndiraChowk,NewDelhi110001.Tel.:011-23467123

HPCL LOCATIONS12

69

RETAIL SBU ZONAL OFFICESNORTH ZONE EAST ZONE WEST ZONE SOUTH ZONEHPCL7thFloor,CoreII,SCOPEMinarComplex,LaxmiNagar,NewDelhi:110092.Tel.:011-22010601

HPCLPurbanchalBhavan,771,Anandapur,OffEM-bypass,Koklata:700017.Tel.:033-24195701

HPCLR&CBuilding,SirJ.J.Road,Byculla,Mumbai:400008.Tel.:022-23789000

HPCLThalamuthuNatarajanBuilding4thFloor,8,GandhiIrwinRd.,PostBox.No.3045,Egmore,Chennai:600008.Tel.:044-2852771

NORTH WEST ZONE NORTH CENTRAL ZONE SOUTH CENTRAL ZONEHPCLNorthWestZoneRetail,1stfloor,ShriBalajiAlfaBazar,OppThakorbhaiDesaiHall,HighStreet-1LawGarden,Ahmedabad:380015

HPCL1,NehruEnclave,GomtiNagar,Lucknow:226010.Tel.:0522-2307340

HPCLParishramBhavan,7thFloor,FatehMaidanRd.,Opp.BabuKhanEst.Bldg,Hyderabad:500004.Tel.:040-66908050

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NORTH ZONE RETAIL REGIONAL OFFICESDELHI RETAIL RO BATHINDA RETAIL RO CHANDIGARH RETAIL RO

HPCL7thFloor,NorthTowerScopeMinar,DistrictCentreLaxmiNagarNewDelhi:110092

HPCLC/oHPCLRetailOutlet,PhoosMandi,MansaRoad,Bathinda:151001

HPCLTelBhawanPlotNo.6A,MadhyaMarg,Sector19B,ChandigarhChandigarh:160019

GURGAON RETAIL RO JALANDHAR RETAIL RO JAMMU RETAIL ROHPCL104,SilvertonTowers,1stFloorGolfCourseExtensionRoad,Sector-50,HaryanaGurgaon:122001

HPCLSuchipind,GTRoadBypassJalandhar:144009

HPCLOppositeAsiaHotelGandhiNagar,JammuJammu&Kashmir:180004

PANIPAT RETAIL RO SHIMLA RETAIL ROHPCLE-22,IndustrialArea,CourtRoad,Panipat,Haryana:132103

HPCLHameerHouse,3rdFloor,LowerChakkar,ShimlaHP:171005

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EAST ZONE RETAIL REGIONAL OFFICESRAIPUR RETAIL RO GUWAHATI RETAIL RO RANCHI RETAIL ROHPCL2ndFloor,MadinaManzilMedicalCollegeSquareJailRoad,Raipur:492001Chattisgarh

HPCLH.DComplex,2ndFloor,Janapath,G.SRoad,Ulubari,GuwahatiDist:Kamrup(M):781007

HPCL5thFloor,MaruTower,KankeRoad,Ranchi:834008Jharkhand

SAMBALPUR RETAIL RO BHUBANESHWAR RETAIL RO

DURGAPUR RETAIL RO

HPCLAT-Pardhiapali,Po:SankarmaDist:sambalpur:768006Odisha

HPCL5thFloorAlokBharatiBuildingBhubaneswar:751007Odisha

HPCLRajbandh,NH-2Durgapur:713212WestBengal

KOLKATA RETAIL ROHPCL6,ChurchLane2ndFloorKolkata:700001

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WEST ZONE RETAIL REGIONAL OFFICESMUMBAI RETAIL RO VASHI RETAIL RO VASCO RETAIL RO

HPCL3/4,JunctionofS.V.Rd&TurnerRdBandra(West)Mumbai:400050

HPCLD-500,TTCIndustrialAreaVashi,NaviMumbai:400705

HPCLF.L.GomesRoadVascodaGamaGoa:403802

PUNE RETAIL RO AURANGABAD RO INDORE RETAIL ROHPCL3-C,Dr.AmbedkarRoad,CampPune:411001

HPCLPlotNo39,Sector-G,TownCentre,CIDCOAurangabad:431003

HPCLGroundFloor,KapasBhawan27A,RaceCourseRoad,Indore:452001

BHOPAL RETAIL RO JABALPUR RETAIL ROHPCLGautamNagarP.O.GovindpuraBhopal:462023

HPCL74-75GolBazarShaheedSmarak,NearGangotriApartmentJabalpur:482002

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SOUTH ZONE RETAIL REGIONAL OFFICESCHENNAI RETAIL RO COCHIN RETAIL RO TRICHY RETAIL RO

HPCLPetroBhavan,2ndFloorNo82,TTKRoadAlwarpetChennai:600018

HPCLP.B.NO.1601ErnakulamNorthP.O.Cochin:682018

HPCLMDSREnclave,2ndFloorNo.90,BharatidasanSalaiCantonmentTrichy:620001

COIMBTORE RETAIL RO KOZHIKODE RETAIL RO MADURAI RETAIL ROHPCLHPHouse18/3,BigBazaarStreetNearRailwayStationCoimbatore:641001

HPCLElathur,NearElathurRailwayStation,Kozhikode:673303

HPCLRakeshTowers,3rdFloorByePassRoadMadurai:625010

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NORTH CENTRAL ZONE RETAIL REGIONAL OFFICESLUCKNOW RETAIL RO MUGHALSARAI RETAIL

ROMEERUT RETAIL RO

HPCLPlotNo.1,NehruEnclaveGomtiNagarLUCKNOW:226010

HPCL2ndFloor,NorthSquareBuildingNearIPMall,ShastriNagar,SigraVaranasi:221002

HPCLVillage:PootaVedvyaspuri,Partapur,IndustrialEstateMeerut:250103

AGRA RETAIL RO PATNA RETAIL RO BEGUSARAI RETAIL ROHPCL85/4,IspatBhavan,3rdFloorSanjayPlace,Agra:282002

HPCLLoknayakJayprakashBhavan6thFloor,DakBangalowCrossingFraserRd.Patna:800001

HPCLC/o:BarauniDepotNH31,Village&Post:Papraur,Begusarai:851210

DEHRADUN RETAIL ROHPCL94,GovindNagar,RaceCourseDehradun:248001

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NORTH WEST ZONE RETAIL REGIONAL OFFICESAHMEDABAD RETAIL RO JAIPUR RETAIL RO JODHPUR RETAIL ROHPCLPetroleumHouseBehindMemnagarFireStationNavrangpuraAhmedabad:380009

HPCLTelBhavan,JyotiNagarSahakarMargJaipur:302005

HPCLBetweenHPCL&IOCLPetrolPumpBhagatKiKothiJodhpur:342005

UDAIPUR RETAIL RO VADODARA RETAIL RO RAJKOT RETAIL ROHPCL50,SaheliNagarOpp.NewPoloGroundUdaipur:313001

HPCLHPCLPetrolPumpNearCharbhujaAmbalalParkKarelibaugBaroda:390018

HPCLTelBhavan,1stFloorUniversityRoadRajkot:360005

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SOUTH CENTRAL ZONE RETAIL REGIONAL OFFICESSECUNDERABAD RO VIJAYWADA RO VISAKH RETAIL ROHPCL130/1,SarojiniDeviStreetNexttoSt.PatricksHighSchool,Secunderabad:500003

HPCLNearSaiBabaTemple,Tadepalli:522501GunturDistrict

HPCLWaltairPark,P.B.No.135ChinnaWaltair,Visakhapatnam:530003

KADAPA RETAIL RO BANGALORE RETAIL RO BELGAUM RETAIL ROHPCLNearRailwayStationCuddapah:516004

HPCLNo.77,OldMadrasRoad,DoorvaninagarP.O.K.R.Puram,Bangalore:560016

HPCLRaniChennamaNagarSambhajiRoad,P.B.No.529Belgaum

MANGALORE RETAIL ROHPCL1stfloorDeoGratiasBuildingChilimbi,UrwaStoresMangalore:575006

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