citizen's charter - hindustan petroleum corporation limited

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CITIZEN’S / CLIENT’SCHARTEROctober 2016

Future full of energy

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• OBJECTIVEOFCITIZENS’/CLIENTS’CHARTER.................01

• HPCL’SMISSION&VISION...................................................02

• INTRODUCTIONTOCITIZENS’&CLIENTS’CHARTER........03

CHAPTERS

1. PETROLPUMP(RETAILOUTLETS).......................................08

2. AUTOLPG..............................................................................15

3. CNG........................................................................................20

4. KEROSENE.............................................................................24

5. LPG.........................................................................................28

6. DIRECTSALES-LUBRICANTS,GREASES&

SPECIALTIES..........................................................................40

7. AVIATION...............................................................................46

8. PROJECTS&PIPELINES........................................................52

9. ENGINEERING&PROJECTS..................................................60

10. CENTRALPROCUREMENTORGANISATION(CPO).............66

11. HUMANRESOURCES............................................................70

12. RIGHTTOINFORMATIONACT.............................................79

13. COMPLAINT/PUBLICGRIEVANCEREDRESSAL

MECHANISM..........................................................................80

14. HPCLLOCATIONS.................................................................82

15. IMPORTANTWEBSITES........................................................97

TABLE OF CONTENTS

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CITIZENS’ / CLIENTS’ CHARTER

ThemainobjectiveofCitizens’/Clients’Charter

istoimprovethequalityofpublicservices.

This is done by letting people know the

mandate of the Corporation, how to reach

Company’sofficials,whattoexpectinterms

ofservicesandhowtoseekaremedyincase

ofproblem.

TheCitizen’sCharterbyitself,doesnotcreate

anylegalright,butitsurelyhelpsinenforcing

theexistingrights.

As per the directives / guidelines issued by DARPG on 30th June 2010

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Mission & Vision

Our Mission

HPCL, along with its joint ventures, will be a fullyintegrated company in the hydrocarbons sector ofexploration and production, refining and marketing;focusingonenhancementofproductivity,qualityandprofitability; caring for customers and employees;caringforenvironmentprotectionandculturalheritage.

Itwillalsoattainscaledimensionsbydiversifyingintootherenergyrelatedfieldsandbytakinguptransnationaloperations.

Our Vision

To be a World Class Energy Company known forcaringanddelighting thecustomerswithhighqualityproducts and innovative services across domesticand international markets with aggressive growthand delivering superior financial performance. TheCompany will be a model of excellence in meetingsocial commitment, environment, health and safetynormsandinemployeewelfareandrelations.

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CITIZENS’ / CLIENTS’ CHARTERA. What is Citizens’/Clients’ Charter ?

TheCitizens’ /Clients’Charter (CCC) isawrittendeclarationbyaGovernment

Department/Organizationthathighlightsthestandardsofservicedeliverythat

itsubscribesto,avenueforgrievanceredressandotherrelatedinformation.In

otherwords,itisasetofcommitmentsmadebyaDepartmenttotheCitizens’

/Clients’groupswithrespecttostandardsofservicewhichitdelivers.Though

notenforceableinthecourtoflaw,theCCCisintendedtoempowercitizensand

clientssothattheycandemandcommittedstandardofserviceandavailremedies

in case of non-compliance by service provider organization. This exercise, if

appropriatelyconceivedandcarriedoutcanenthuseandenableorganizations

to tune their planning, policy andperformance to the needs and concerns of

citizens/stakeholders/users/clients.

B. When was it introduced by Government of India ?

Over the years, with India making significant economic progress and with

substantial increase in the literacy rate, citizens have increasingly become

aware of their rights and expect the administration notmerely to respond to

theirdemandsbutalsotoanticipatethem.Since1996,aconsensushasevolved

intheGovernmentoneffectiveandresponsiveadministration.Itwaswiththis

background that in theConference of ChiefMinisters of States andUTs held

on24,1997,andpresidedoverbythethenPrimeMinister,anActionPlanfor

effectiveandresponsiveGovernmentattheCenterandStatelevelswasadopted.

OneofthemajordecisionstakenintheConferencewasthatDepartmentswould

INTRODUCTION

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formulate Citizens’ Charters startingwith those sectors that have large public

interface. Since then various Government Departments / organizations have

made their CCCs. In the Central Government, Department of Administrative

Reforms and PublicGrievances (DARPG) has been entrustedwith the task of

coordinatingandoperationalizingtheCCC.

Ability to deliver promised results is a necessary condition for improving the

perceptionofaGovernment,but it isnotnecessarilyasufficientone.Citizens

andclientsalsoexpect thatresultsshouldbedeliveredwithcourtesywithina

reasonable timeframe. Towardsthisend, in itsmeetingofJanuary28,2010,

itwasdecidedbytheHighPowerCommitteeonGovernmentPerformanceto

includeCitizens’/Clients’CharterintheResultsFrameworkDocuments(RFDs)of

all62departmentsfortheyear2010-2011.

TheRFDprovidesasummaryofthemost importantresultsthatadepartment

expectstoachieveduringthefinancialyear.Thedocumenthastwoobjectives:

(a) Tomovetheemphasisofthedepartmentfromprocess-orientationtoresult-

orientation,and

(b) Toprovideanobjectiveandfairbasistoevaluatethedepartment’soverall

performanceattheendoftheyear.Itmeansthatdepartmentssettheirown

targets consistentwith those agreedwith the Planning Commission and

theMinistryofFinance.TheseRFDsarevettedbyanindependentbodyof

non-governmentexpertsandareplacedontherespectivewebsiteof the

departments. RFD ispartof thePerformanceMonitoringandEvaluation

System(PMES),approvedbythethenPrimeMinisterin2009.Forfurther

detailsvisit:www.performance.gov.in

C. What has been the progress in implementation of CCC ?

While Government of India introduced the idea of Citizens’ / Clients’ Charter

waybackin1997,thetrackrecordofimplementationinthebeginningwasless

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thansatisfactory.InspiteofstrongendorsementbytheSecondAdministrative

ReformsCommission,only ahandfulofdepartments in theStateandCentral

GovernmentdraftedCCCs.ThequalityofCCCdraftswasalsonotverysatisfactory

andmostofthemweredraftedasamereformalitywithoutanyrigorousquality

controloverthecommitments.Asaresult,theseCCCdraftswereneitheruseful

formeasuringperformanceofdepartmentswithrespecttothisimportantaspect

norwerethereanyactionsspecifiedforfailingtomeetthecommitmentslistedin

CCCs.

D. Why were CCCs included as a mandatory indicator in RFD ?

ThethenCabinetSecretary,intheyear2009,askedthePerformanceManagement

Division(PMD)tolookintothewaysofimprovingimplementationrecordwith

respect toCCCs. Itwasobserved thatdepartmentswerenot taking theCCC

exerciseseriouslyas therewasnoaction fornon-compliance. Inviewof the

abovefindings, itwasdecidedby theHighPowerCommitteeonGovernment

PerformancetoincludedevelopmentandimplementationofCitizens’/Clients’

Charter (CCC) and Grievance Redressal Mechanism (GRM) as mandatory

indicatorsintheRFDsfor2013-14ofall62departments.

C. Recent implementation efforts :

Withtheabovedecision,thePerformanceManagementDivision(PMD),Cabinet

Secretary,hasworkedcloselywiththeDARPGtodevelopasetofuser-friendly

GuidelinesforimplementingSevottamCompliantCitizens’/Clients’Charterand

GrievanceRedressMechanism.TheseGuidelineshavebeenfurtherrefinedafter

gettingstakeholders’feedback.PMDalsocollaboratedwithDARPGtoorganize

seriesofworkshopsondesigningandimplementingCitizens’/Clients’Charters

andGrievanceRedressMechanisminGovernmentdepartments.

PMDincollaborationwithNationalInformaticsCentre(NIC)designedasoftware

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toenabledepartmentscoveredundertheRFDPolicytocreateon-lineCitizens’

/Clients’Charter(CCC). This isthefirstof itskindsoftwarewhichhasgreatly

improvedthequalityandmadeCCCsmoremeaningfulasitlaysaccountability

for implementing them.Toensureeffective implementationandusageof this

software,PMDorganizedseveraltrainings/workshopsincollaborationwithNIC.

Keepingwiththemotto“whatgetsmeasuredgetsdone”,PMDorganizedseveral

meetingswithdepartments to reviewprogress in implementing theCitizens’ /

Clients’Charterandtogetfeedbackonfunctioningofrespectivedepartment’s

CCCs.Thesemeetingswereorganizedforall62departmentswhowererequested

topresenttheirprogresstothemembersoftheAd-HocTaskForce(ATF)dealing

withtheirdepartment.

ATF members represent a body of non-Government experts consisting of

distinguished academicians from leading management institutes, former

SecretariestoGovernmentofIndia,ChiefSecretaries,privatesectormanagement

expertsandformerChiefsofpublicenterprises.InadditiontoreviewsbyPMD

andATF,theseCCCswerealsoreviewedbyateamfromtheIndianInstituteof

Management, Bangalore (IIMB). The feedback on eachCCCwas conveyed to

respectivedepartmentsandrevisedCCCswereincorporatedaccordingly.

Source:AdaptedfromGovernmentofIndiaCitizens’&Clients’Charter.

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• WhatareRetailOutlets/PetrolPumps?

• WhatisavailableatRetailOutlets?

• WhatarePetrol/Diesel/CNG/BrandedFuels?

• Whatarethemandatoryfacilities/servicesavailableatRetailOutlets?

• HowQuality/QuantityaremaintainedatRetailOutlets?

• Howtolodgeacomplaint?

Theanswerstotheabovequeriesaregivenbelow:

1. What is Petrol Pump ?• ThemostcommonpointofcontactofcustomerswithOil Industry is the

PetrolPump.InOilIndustryparlance,PetrolPumpsarereferredtoasRetailOutlets(ROs).

• AspertheexistingGovernmentpolicy,PetrolPumpscanbesetupbyPublicSectorOilCompaniesaswellasPrivateSectorOilCompaniesdealing instorageanddistributionofpetroleumproductsasperguidelines.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 mainly

used inpassengervehiclessuchas2 /3wheelersandcars. Atpresent,HPCLmarketstwotypesofPetrolacrossthecountry,i.e.normalPetrolandbrandedPetrol.

ú Normal Petrol:Normallyusedasa fuel forspark ignition internalcombustionenginessuchaspassengercars, twowheelers, threewheelers,etc.

ú Branded Petrol:Thisispreferredbynewgenerationvehicles.Itis

PETROL PUMPS (RETAIL OUTLETS)1

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slightlycostlier thannormalPetrol. Ithasadditives foroptimizingperformanceofvehicles.Itissoldunderthebrandname“poWer”.

ú poWer provides benefits like cleaning and prevention of carbondeposits,reducedsmoke/emissions,betteracceleration&pickupandsmoothdrivingexperience.

ú Ethanol Blended Petrol :TheMinistryofPetroleum&NaturalGashasnotifiedmarketingofEthanolBlendedPetrol(EBP).ThePracticeof labeling on the pump is recommended for ethanolmarketing.Toensurepresenceofethanol,EBMSfieldtestisrecommendedinthespecificationofEBMSandalsounderMDG.Thecustomercandetectethanolbymixing100mlofEMBSwith30mlofwaterandbyfollowingfieldtestprocedureasdescribedinspecification/MDG.

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

ú Normal Diesel : These are used in heavy commercial vehicles,buses,tractors,motorcars,pumpsetsandinvariousotherdieselenginedrivenapplications.

ú Branded Diesel :ThisispreferredbynewgenerationvehiclesandissoldbyHPCLunderthebrandName“Turbojet”,whichcontainsmulti-functional additive that enhances the performance of newgenerationvehiclesandensurespeakengineperformance.

• Lubricants :Thisisavitalproductforhealthylifeofanengine.Alubricantisaviscousproductusedintheengineforitssmoothfunctioning.Differentgradesof lubricantsareneededfordifferentengines,gearboxandothercomponents. The RO dealer can guide on the recommended grade oflubricantforthevehicle.HPCLregularlydevelopsnewproductstocatertodifferentneedsofthecustomers.

• Compressed Natural Gas (CNG): CNG is an environment friendly fuelandavailableinmajortownswhereithasbeenintroduceddependingonavailabilityofGridandGas.

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

ú CNGcanbeusedinvehicleswhicharefittedwithaspecialkitmeantforthepurpose.Thevehicleneedsmechanicalchangeforitsuse.

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ú Itsavailabilityisbeinggraduallyincreasedinmorecities/ROs.

• Auto LPG:

ú ALPGmeetsBISstandardIS:14861whichhasOctaneNumberof88(minimum).

ú ALPGisacleanandenvironmentfriendlyfuel.

3. Facilities provided at Retail Outlets:• Facilities:ARetailOutletisnotjustaplaceformeetingfuelneeds.Itoffers

arangeofserviceswhichcanbeclassifiedasunder:

ú Mandatory Facilities:Thesearethefacilitieswhicheveryretailoutletmustprovide.Theseincludefreeair,displayofworkinghoursanddisplayofnameandtelephonenumberofoilcompanypersonnelfortheconvenienceofcustomers.FirstAidBox,toiletandsafetyequipmentasperstatutoryrequirementssuchasfireextinguishersandsandbucketsetc.arealsoavailableatretailoutlets.

ú Other Facilities:Fortheconvenienceofcustomerstheseadditionalfacilitiesmaybeprovidedbydealersat theretailoutletpremises.Theseincludewater-coolers,conveniencestores,snackbars,dhabasandrest-rooms,bathingandwashingspacefortruckers,telephonefacility-PCO/STD,ATM,servicing / repairshop, tyreshop, loyaltycardprogrametc.

• Quality: The term “quality” implies that the product you are buying ismeetingtheprescribedspecificationsandis freefromanycontaminationoradulteration.Thecustomerscanensurequalitybycarryingoutspecificchecksfordifferentproductsaslistedbelow:

ú FilterPaperTest(forPetrol)

a)Cleanthemouthofthedispensingnozzletoremovestains.

b)Putadropofpetrolonthefilterpaperfromthenozzle.

c)Itshouldevaporateinabout2minuteswithoutleavingastainonthefilterpaper.(IftheareaofthefilterpaperwherethedropofMSwasputremainspinkish,itisthecolouroftheMSandnotanystain).Ifastainisleftonthefilterpaperthenthereisapossibilityofadulteration.

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ú Customer should immediately lodgea complaint if Filterpaper isnotavailableattheRetailOutletfortestingofPetrol.ItisthedutyoftheDealertoprovidefilterpaperondemandbythecustomer.

ú DensityCheck(forPetrolandDiesel,includingbrandedfuels)

a)A 500 ml jar, calibrated hydrometer, thermometer and ASTM(AmericanSocietyforTestingofMaterials)conversionchartsarerequired tocarryoutdensity test.Hydrometer isaverysimpleinstrumentformeasuringdensityofanyliquid,whichisdifferentforpetrolanddiesel.

b)Fillabout3/4thofthejarwiththeproducttakenthroughnozzleoftheDispensingunit.

c)Dip the thermometerandhydrometer in the jarandrecord thetemperatureanddensity.

d)The actual density observed is then converted to density at15 degree centigradewith the help of conversion chart. Thisconverteddensity is thencomparedwith the referencedensitytakenfromthedensityregistermaintainedbytheRetailOutlet.

ú Checks forLubricants:Pleasecheck thesealofcontainer,dateofmanufactureandnameofthemanufacturer.Fortheconvenienceof2/3wheelersegment,RetailOutletsgenerallyprovideself-mixing(petrol-oilmix)dispensers,2Tdispensersandtheyalsokeeptamperproof2T/4Tpouches.

• Quantity:

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

ú Quantity can be checked with 5 liter measure. The permissiblevariationduetoanyunforeseenmalfunctioningofthedispensingunitis25mlin5literswhichistoberectifiedimmediately.

• Price :Thesellingpricesofproductsaredisplayedprominentlyattheoutlet.Customersmustensuretotakecashmemoforeverypurchase.

• Other useful tips for customers :Meter tobe set to zerobefore startingdeliveryandfinalreadingtobecheckedafterdelivery.

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• Malpractices/UnauthorizedActivities:Incaseacitizencomesacrossanyofthefollowingpossiblemalpractices,he/shemaycontactCompany’sOfficerwhosename&contactnumberisdisplayedattheRetailOutlet.

ú Adulteration : There is a Possibility of adulteration, by mixingcheaper homogeneous products in petrol or diesel. Adulteratedproductwill definitely affect theperformanceof vehicle. In suchcase, one should carry out the filter paper / density check asexplainedabove.

ú Short Delivery:Althoughalldispensingunits(Machinesdeliveringpetrol / diesel) are annually calibrated and sealed/stamped byWeights&MeasureDepartmentandalsoperiodicallycheckedbytheCompanyOfficer, therecouldbeapossibilityof tamperingormachinemalfunctioning.Asmentionedearlier,acitizenhastherighttocheckthequantitydeliveredwithadulycalibratedandstamped5-litremeasureavailableatpetrolpump.

ú Overcharging: The dealer is not allowed to overcharge for theproduct sold. Theprices of products are alwaysdisplayed at theretail outlets. One must ensure to take a cash memo for everypurchase.

4. Cashless Transactions HPCLhasbeenintheforefronttopromoteCashlesseconomy.Various

initiativetakenbyHPCLtofacilitateeasypaymentoptionsforcustomersareasunder:

• CashlessTransactionsacrossRetailoutletnetworkincludeLoyalty/CreditCards/DebitCardsandMobileWallets.

• MultipleWalletoptions available atRetailOutlets, namelyPaytm,Freecharge, Mobikwik, Ola Money, mRupee, SBI e-Buddy, JioMoney,AirtelMoney,IdeaMoney,UDIOWallet,VodafoneMpesa.

• MicroATMsinpartnershipwithIDFCBankandOxigen,areavailableatmanyretailoutlets

• CashatPOSat700+outlets

• ICICIhas launchedanQRcodebasedUPIsolutions forallHPCL

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outletsinDelhiandMumbai,whichallowsmoneytransferbetweenanytwobankaccountsbyusingasmartphone.

• FASTag rolled out by NHAI for Electronic Toll Collection, HPCLdealersareauthorizedtosellandrechargeFasTagstocustomers.

• HPCLOfficialWebsitehostslistofOutletsprovidingCashatPOSandlistofoutletswithcashlessmodesoftransactionsforinformationtocustomers,listofnewoutletsgetupdatedonadailybasis

• Charges and incentives for Digital Transactions.

[a] HPCLoffers0.75%IncentiveforallDigitalPaymentsatPetrolPumps.Thiswillbeintheformof“CashBack”,whichwillbecreditedtothecardholder’sBankAccount.

[b] TherearenochargesondebitcardtransactionsatHPCLpetrolpumps. In case, any such charge is leviedon theusageofDebitCard,thenthecustomersmaypleasetakeupwiththeirrespectiveBankwhohasissuedtheDebitCard.HPCLwillnotberesponsibleforsuchCharges.

[c] ForCreditCards,amaximumof1%ofConveniencefeewillbechargedbytheBanktotheCustomers.

5. Safety – Our utmost concern :• Petroleumproductsarehighlyinflammableandare,therefore,dangerous

ifnothandledproperly.TheirhandlingisstrictlygovernedbyPetroleum&ExplosivesSafetyOrganization(PESO)Rules.APetrolPumpisalicensedpremiseandallactivitiesarecarriedoutwithstrictadherencetoPESORules.

• Forthesafetyofallconcerned,thefollowingprecautionsmustbeobserved:

ú Switchofftheenginebeforetakingdeliveryoffuel(toavoidpossiblefirecausedbyspillageoffuel)

ú PleaseDONOTsmokewithinthePetrolPumppremises.

ú NeverlightamatchstickwithinthePetrolPumppremises.

ú Itisadvisabletogetoffthevehiclewhilerefuelling.

ú Itisnotadvisabletocarrypetrol/dieselinplastic/glassbottles.

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6. Complaints :• Foranyunsatisfactoryserviceorproduct,customermaypleasebringittothe

noticeofthedealerimmediatelyorinhisabsence,theManager.However,if the explanation given by the Dealer or Manager is not satisfactory, acustomercanrecordthecomplaintintheComplaintandSuggestionBookavailableateachpetrolpumporcontactCompany’sSalesOfficeronphone.

• Awritten complaint can alsobe sent toCompany’sSalesOfficer,RegionalOffice or a complaint can be lodged through helpline - 1800 2333 555 or155233.ContactdetailsaredisplayedateachRetailOutlet.ComplaintcanalsobelodgedthroughWebsite-www.hpretail.inorhindustanpetroleum.com.

• Each complaint received by letter, through the website or entered intotheComplaint /Suggestionbookis investigatedbyCompanyOfficerandsuitableactionistakentoresolvethecomplaint.

7. Selection of Retail Outlet Dealer : Afteridentifyingthelocationforsettingupretailoutletdealership,HPCLreleases

anadvertisementinnewspapers[oneEnglishandoneHindi/Vernacular]invitingapplicationsfromcandidatesbelongingtothecategoryforwhichthelocationisreserved.Theeligibilitycriteria,terms&conditions,andproceduresforselectionaredescribedintheadvertisementsasandwhentheyarereleasedandinthe“Brochure for Selection of Dealers for Regular & Rural Retail Outlets”. TheBrochureisavailableonourwebsite:www.hindustanpetroleum.com.ThesamecanalsobeobtainedfromourRetailRegionalOfficeonpaymentofRs.100/=.

ApplicationcanbemadeonlyintheprescribedformatforthelocationsadvertisedbyHPCL.CompletedapplicationshavetobesubmittedtotheconcernedRegionalOfficewithinthetimelimitasstipulatedintheadvertisement.

HPCL has got 63 Retail Regional Offices across the country. Please contactthenearestRegionalOffice for any further informationon theRetail BusinessactivitiesbyHPCL.

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

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• WhatisAutoLPG?

• Whataretheadvantages/availabilityofAutoLPG?

• WhyshouldwenotusedetachableLPGcylindersinVehicles?

• WhatisAutoLPGconversionkit,itscomponentsandfunctions?

• Is itmandatory toget theendorsementonRegistrationofVehicleafterfittingAutoLPGKit?


1. Why Auto LPG (ALPG ) :

• In India, LPGhasbeenofficially recognized as an auto fuel in 2002withdue amendments of all relevant Acts / Rules by the Central and Stategovernments.UseofLPGasautomotivefuelisanage-oldpracticeinvariouscountries.

• Advantages of Auto LPG :

ú ALPGisaclean&environmentfriendlyfuel.

ú ALPGmeetsBISstandardIS:14861whichhasOctaneNumberof88(minimum).

ú ALPGfitmentinvehiclesissafe.

ú Lesspollutionandsmoothrunning.

ú Availabilityinmajorcitiesandtowns.

• Availability of Auto LPG :

ú ALPGisavailableatvariousretailoutletsofHPCL. ThedetailsofAutoLPGDispensingStations(ALDS)areavailableonourwebsite-www.hindusthanpetroleum.com.

AUTO LPG2

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

• Operation of Auto LPG Dispensing Stations (ALDS) :

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

ú AutoLPGisafreelypricedproductwithnogovernmentcontrols/subsidy.EachcompanycanfixthepriceofALPGbasedonitsowncommercialconsiderations.

ú AutoLPGisdeliveredonvolumetricbasis.

ú ThequalityofAutoLPGisgovernedbyIS:14861.

ú Auto LPG Dispensers are periodically calibrated using a mastercalibrationkit.

ú IncaseofanygrievanceregardingqualityandquantityofAutoLPGdelivered,thecustomercanmakeacomplainttotheSalesOfficerofthecompanywhosecontactdetailsaredisplayedattheALDS.

• Why should we not use detachable LPG cylinders in vehicles ?

ú AsperCMVR115C,onlyfixedAutoLPGtankwithitssafetygadgets,approvedbyPESO,isallowedinmotorvehicles.

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

ú AutoLPGtankshallneitherbereplacedbydomestic/commercial/industrialLPGcylindernorwiththecylinderscontaininganyothergases.

• General instructions for motorists:

ú LPGbeinghighlyinflammable,anyhotwork(welding/gascutting/brazingetc.)onthebodyorotherpartsofLPGdrivenvehicleshouldonlybedonebytrainedstaffatauthorizedworkshop.

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ú Repair of LPG tank is not permitted under any circumstances.

However, repair/maintenance of Auto LPG system and its

componentsshouldbecarriedoutatauthorizedworkshops.Ideally,

repairsshouldbedonebythesameRetrofitterwhohasoriginally

fittedALPGsystemtothevehicle.

ú AutoLPGtankandthepipingsystemshouldbecheckedregularly

foranyleakage.TheAutoLPGCylinderhastobetestedperiodically

inlinewithstatutoryrequirements.

ú IncaseofleakageintheLPGsystem,cutoffLPGsupplyandparkthe

carinopenarea,awayfromignitionsources.Moveallthepeopleto

asafedistancefromthevehicle,oppositewinddirectionandseek

assistanceofnearestauthorizedinstaller/workshop.

ú DonotusedomesticoranyotherdetachableLPGcylinderasauto

fuel,asitisapunishableoffenceunderLawandisalsohighlyunsafe.

ú AutoLPGre-fuelingtothevehicletankshouldbedoneonlyatthe

authorizedALDS,throughthedispensingnozzle.Donotfilldomestic

LPGoranyothergasinaLPGtank.

ú DomesticLPGdoesnotmeetOctanerequirementofAutoLPGand

itmaydamageEngineinthelongrun.

ú AfterrefuelingLPG,pleaseensurethatthedustplugisinsertedback

onthefillervalve.

ú Itisrecommendedtorunthevehicle5-7KMsinpetrolmodeafter

every100-150KmsruninLPGmode,tokeepthepetrolsystemin

goodcondition.

ú Itisagoodpracticetoputtheselectorswitchinneutralpositionfor

awhilebeforeswitchingovertoLPG.Switchingoverdirectlyfrom

petrolmodetoLPGmayleadtoenginestallingorbackfiredueto

mixingofbothfuels.

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ú NevertamperwithanyofthecomponentsintheLPGsystem.

ú Any other safety recommendation by vehicle / kit manufacturer

shouldbestrictlyfollowed.

• Auto LPG conversion kit, its components and functions :

ú LPG conversion kit: ALPG conversion kit is a complete system

assemblyforconvertingavehicletorunonLPGonbi-fuelmode.It

hasmainlythreeparts:

ú ALPG tank with its accessories fixed in the boot of the car. For

3-wheelervehicles,theautoLPGtankisinstalledunderthedriver’s

seat.

ú LPG delivery system through Vaporizer - Regulator and Ventura

Mixer.

ú LPGcontrolmechanism-Closedloopsystem(ECU,steppermotor

/Injector(s),EmulatorandOxygensensoretc.)oropenloopsystem

(manualpowerscrewwithoutanyfeedbackmechanism)

• Auto LPG Tank (ALT) and accessories :

ú Auto LPG tank is a metallic cylinder or a container of suitable

capacity forfillingLPG tobeusedas fuel forSpark Ignition (S.I.)

motorvehicles.The tank shouldbeapprovedbyChiefController

ofExplosivesunderGasCylindersRules1981andmustmeetthe

requirementsasperIS:14899(asamendedfromtimetotime)

ú UnlikenormalLPGcylinder,eachautoLPGtankisfittedwithMulti-

FunctionValveforprotectionofthevehiclesystemandsafetyofthe

passengerandsurroundings.Itisanassemblyformountingonauto

LPGtankforfillingandwithdrawalofLPGalongwithsafetydevices

including:

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a)Automaticfillslimiter

b)Servicevalue

c)ExcessFlowCheckValve

d)PressureReliefValve

e)FusiblePlug

f) ContentGauge

g)Non-ReturnValveonfillconnector

ú Multi-function, Valve Assembly shall conform to latest Indian

Standard (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.

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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 nodangerousaccumulationofgasasitdispersesintheair.Itisunlikelytoignitedueto

HighignitiontemperatureandNarrowrangeofignition.Ithaslowestinjury

anddeathratepervehiclemile.CNGcylindersarestructurallymostsound

andpasstheseverestoftests.

• Environmental Protection:TheburningofCNGdoesnotleavebehindanyimpurities,Sulphur(S),Lead(Pb),andAromaticPolycyclicHydrocarbons.It

leavesverylowlevelofpollutinggaseousemissionswithoutsmellanddust.

Incomparison toother fossil fuels,CNGprevents the reactiveprocesses

whichleadtotheformationofOzone(O3)inthetroposphere.

• Economical:Itischeaperthanconventionalfossilfuels.It’spaybackperiodisshort.

• Technical:CNGhasaveryhighanti-knock index (more than120ON). Itdoes 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

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3. CNG for Automobiles -

• HPCLalongwithotherOilPSUshastakeninitiativestointroduceCNGasa

cleanfueltoreduce/controlthevehicularemission.

• AlltypesofvehiclescanrunonCNGbyinstallingCNGkits.CNGkitisan

assemblyofmanycomponents required to runexistingvehicleonCNG.

Thereare fewbasiccomponents,whicharecommon inall typesofkits,

irrespectiveof the vehicles such asCNGstorage cylinder, highpressure

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.

22

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

• Alwaysrefertothesupplier’s/OEM’smanualforthetrouble-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

theseoperationstotheenduser’ssatisfaction.Itisadvisabletooperatethe

vehicleoccasionallyonpetroltoensurethatthepetrolsystemremainsin

goodworkingconditions.

Other Precautions:-

• Incaseofleakageinfuelsystem,vehiclesshallnotbeparkedwithin6mtrs.

peripheryofanysourceofignitionorfire.

• Incaseofvehiclesundergoingrepairsinvolvingwelding,orheatapplication

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

anddegassedfirst.

• TheCNGkit installed in thevehicleshouldbe insuredalongwithvehicle

accessories.Themotoristshouldnotifytheinsurancecompanytoprovide

23

insuranceontheCNGsystem,forwhichadditionalpremiummaybecharged

bytheinsurancecompany.

• MotoristsshouldtaketheinsurancecoverfortheadditionalCNGkitsystem.

• InstallationofCNGinthevehicleisrequiredtobeendorsedintheVehicle

RegistrationCertificatebylocalRTO.

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

24

• WhatisKerosene?

• WhatisPDSKerosene?

• Howitisdistributed?


1. What is Kerosene ?

KeroseneisamiddledistillateproductandisprimarilyusedinIndiaforcooking

and illuminationpurposes.Duetosocio-politicalconsiderations,Kerosenehas

beenclassifiedasacommonman’sfuelandkeepingthis 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

25

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

28

LPG5

LiquefiedPetroleumGas(LPG)isanenvironmentfriendlyfuelusedwidelyinhouseholdkitchens, industries and commercial establishments. This chapter restricts to LPGsuppliedunderPublicDistributionSystemforhouseholdcooking.

The Product ‘LPG’

LPGstandsforliquefiedpetroleumgas.LPGmarketedbyusunderthebrandname‘HPGas’conformstoBureauofIndianStandardsspecificationno.IS4576.Itcanbeeasilyliquefiedatatmospherictemperatureundermoderatepressure.LPGinitspureformiscolourlessandodourless.However,compoundsareaddedtogiveitadistinctsmellsothatifleaked,itcanbeeasilydetected.

LPG Installation

LPGisusedindomestichouseholdthroughaninstallation.AtypicalLPGinstallationconsistsofacylinder,pressureregulator,LPGHoseandagasstove.Theequipmentshouldconformtothefollowingstandards:

Sr.No. Equipment Standards1 LPGCylinder IS3196(Part1):2006andIS3196(Part3)2 PressureRegulator IS9798:19953 SurakshaLPGHose IS9573:19984 GasStove IS4246:2002

LPGmeantforhouseholduseiscurrentlymarketedbyPSUOilcompaniesincylindersof14.2Kg&5kg.capacities.Foridentificationbetweenhousehold(PDS)&non-PDS,thehouseholdcylindersarepaintedinSIGNALREDcolour.CylindersinOxfordBluecolourwithasignalRedbandcarrynon-subsidisedLPGmeantforuseincommercialandIndustrialestablishments.

Tare/grossweight,testdate,serialnumber,ISImonogram,Oilmarketingcompany’s

29

name&logo,yearofmanufactureetc.areembossed/paintedonthecylinder.EachPressureRegulator(PR)alsocarriesaserialnumber.

TheliquidLPGvaporisesatnormalatmosphericpressureandtemperatureflowsoutofcylindertotheburnerheadofthegasstoveinair-gasmixture,inaproportionthatgetsignitedwhenlitwithamatch-stick.

Public Distribution System for LPG Marketing in India

LPGmeantforuseascookingfuelinhouseholdkitchens,ismarketedbythePublicSectorOilCompanies,atapricedeclaredorcontrolledbytheGovernmentofIndia.AsperGovt.ofIndianotificationdated07.03.2014,effective01.04.2014eachdomesticconsumerisentitledto12subsidizedLPGcylindersof14.2Kg/34cylindersof5Kginafinancialyearatsubsidizedrates.Ordinarily,onlyonecylinderwillbegiventoeachbeneficiaryeverymonth.Beyondthesubsidizedentitlement,theconsumerscanavailLPGcylindersatdomesticnon-subsidizedrates.

Govt.ofIndiahasextendedexemptionofcustom&excisedutiesandconcessioninVATevenonthenon-subsidizedLPGcylindersmeantfordomesticuse,makingthemcheaperthanthenon-domestic/CommercialLPGcylinders.

Non-domesticconsumersinthefollowingcategoriesshallalsobetreatedatparwithdomesticconsumerforentitlementofsubsidizedLPGcylinders:–

• Government/MunicipalHospitalsforwhateverpurposetheytake.

• Supplies to all school and colleges whether for hostels or for mid-day meal

schemes.

• CanteensattachedtoGovernmentOffices(Govt.includesStateGovt.andlocal

bodiesandtheirinstallationandGuestHousesetc.)

• MessesofPolice,BSFandCISFinadditiontokitchensandmessesoftheDefence

establishments.

• CanteensrunoncooperativebasisunderCooperativeSocietiesAct.

• Laboratoriesattachedtoschools,colleges&researchinstitutions.

30

• CharitableinstitutionsregisteredundertheSocietiesAct.

• RedCrossSocietyallbranches.

Fornon-domesticcommercial, Industrial,Automotiveusageetc.LPGissoldatnonsubsidizedprice.

Distribution Network

PSU Oil Companies have a well spread network of distributors to service LPGconsumers in the country. Expansion of distributor network is a continuousprocess. Currently, there are two types of public distributor formats viz. RegularLPG distributorships & Rajiv Gandhi Gramin LPG Vitrak (RGGLV). Appointment ofdistributorsisthroughpublicadvertisements.Detailsofeligibilitycriteriaandselectionprocedureareavailableonourwebsitewww.hindustanpetroleum.com.

Services

ServicesrenderedbythedistributorstoLPGconsumersaregivenbelow:

1. ReleaseofNewLPGConnections&AdditionalCylinder(DoubleBottleConnection).

2. FacilitiesforbookingLPGrefill.

3. RefillDelivery–Twomodesofcylinderdeliveryareinpractice.

(a) LPG distributors deliver filled cylinders at the registered address to thecustomers residing in their normal area of operation and collect emptycylinders.Onlyunderexceptionalconditions,filledcylindersdeliveriesoncash-any-carry basis (non-homedelivery) are permitted & customers areentitledtoapplicablerebateon“Cash-and-carry”supplies.

(b) RGGLV- customers have to collect filled cylinders from the LPG storagegodown at declared RSP. Customers are not entitled to any rebate for“Cash-and-carry”supplies.

4. Transferring/TerminatingtheLPGconnection–whenacustomershiftsresidenceoutsidethedistributor’sareaorservicereasons.

31

5. SafecustodyofLPGconnection:PipedNaturalGas(PNG)customers,customers

usingLPGthrough‘Reticulated’systemandcustomerswhodonotintendtouse

thecylinderforreasonablylongtimecanhandovertheirLPGCylinder/s&DPR

tothedistributorandobtaina ‘safecustody’voucheralongwithrefundofthe

securityamount.

6. ChangeintheNameofconnection-incaseofdemiseoftheLPGconnectionholder

ortransferwithinfamily,regularisationofLPGconnectionforwhichdocument

is in someone else’s name, regularisation of connection against genuine LPG

equipment(cylinder/DPR)heldwithoutdocumentsasperprocedureapproved

byHPCL.

7. PreferredTimeDelivery:LPGDistributorsoffera“PreferredTimeLPGDelivery

Scheme” to facilitate consumers especially working men and women to get

deliveryofLPGrefillaspertheirconvenienceforasmallpremium.

8. Time frame for services rendered by HP Gas distributors to the consumers:

Service Conditions TimeframeRegistrationfor

newdomesticLPG

connection

a) Above18yearsofageb) Nomemberofthehousehold

hasLPGconnectionunderPDSorPNGconnection

c) Residinginthedistributor’soperatingarea

d) Produce&submitproofofresidence&identity,KnowYourCustomer(KYC)form#

Immediate

Release/installation

ofnewConnection/

DBC

a) IntimationinwritingbythedistributorofMaturityofturn

b) Produce&submitproofofresidence&identity

c) SubmitStandardundertaking#

Sevenworkingdays

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d) Depositsecurityamount##e) Hotplateinspection

(purchasedfromsourceotherthantheLPGdistributor)afterpaymentofprescribedInspectioncharges##.

f) Inter/intraOilCo.de-duplicationcheck**

Acceptanceofrefill

booking

Whennopreviousrefillorderispending

Immediate

Deliveryofrefill Availabilityofstocks* Sevenworking

days*Leakagecomplaint Intimationtodistributor/

emergencyservicecellImmediateguidance

atcontactpoint.PreparationofTV

&refundsecurity

deposit

a) Surrenderofloanedequipment(cylinder/s&PR)ingoodcondition

b) SubmissionoforiginalSV(incaseSVislostanaffidavitinlieuthereof)#

Oneworkingday

Changeofnamein

caseofdeath

a) EligibilityasapplicablefornewLPGconnection

b) DeathCertificateofcustomerc) Successioncertificate/

Standardundertaking#d) Produce&submitproofof

residence&identity,KnowYourCustomer(KYC)form

e) SubsidizedCylindersdrawnbyoriginalconsumershallbecountedandonlythebalanceentitledtothetransferee.

f) Satisfyde-duplicationcheck**

Oneworkingday.

33

Transferof

connection

withinfamily/

Regularisation

a) EligibilityasapplicablefornewLPGconnection

b) Consentletterfromcustomerc) Standardundertakings#d) Produce&submitproofof

residence&identity,KnowYourCustomer(KYC)form

e) SubsidizedCylindersdrawnbyoriginalconsumershallbecountedandonlythebalanceentitledtothetransferee.

f) Satisfyde-duplicationcheck**

Oneworkingday

*Endeavourtodeliverwithintwoworkingdaysatalltimesexceptincircumstancesbeyondcontrolviz.Naturalcalamities,strikes,absenteeism,transportbreakdowns,Govt.directives,shortageofproductavailabilityetc.**OnehouseholdisentitledonlyonesubsidizeddomesticLPGconnection.Inter/intraOil.Co.de-duplicationcheckshallbecarriedoutbyOMCsforverifyinginformationprovidedbytheconsumer.Incaseanyinformationfurnishedbythecustomerisfoundincorrect,theconnectionshallbecancelledandsecuritydepositforfeited.HPCreservestherighttoinitiateactionagainstsuchcustomerunderapplicablelegalprovisions.#formatsofdocumentsavailableonwebsitewww.hindustanpetroleum.com##Ratesofapprovedsecuritydeposit,tariff&servicechargesavailableatourwebsitewww.hindustanpetroleum.com

Customer Relations

ATollFreetelephonenumber18002333555isavailabletocustomersbetween8AMand8PMforanyqueries,suggestionsorcomplaintsrelatedtotheirLPGconnection.

HPCLhas32LPGRegionalOffices.CustomerServiceCellfunctionsateachRegionalOffice during office hours on allworking days. Customers arewelcome to call on

34

telephoneorpersonallyvisittheCellforassistance/grievanceredressal.DetailsoftheCellareavailablewiththedistributorandalsoatourwww.hindustanpetroleum.com

CustomerscanmeettheSalesOfficerduringtheirperiodicvisitsonpre-determineddaysatLPGdistributorshipsforresolutionoftheirqueries/complaints.

Emergency Service

Distributorsrenderpromptassistance incaseofgas leakageandothercomplaints.The telephonenumbers arementionedon the refill cashmemos, displayed at thedistributor’sshowroomandalsoavailableontheOilCompanieswebsites.TheServicesrenderedbythedistributorforattendingtoleakagecomplaintsarefreeofcharge.

Expectations from the Customer

UsersneedtofollowsafeoperatingpracticeswhileusingLPG.Thesearegivenbelow:

Simple rules of usage• Cylindermustbealwayskeptinverticalposition,awayfromanysourceofheat

andinaventilatedplace.

• Thehotplateshouldalwaysbeplacedonaplatform(madeofnon-flammable

material)abovethecylinderlevel.

• Alwaysremembertoswitchoffthepressureregulatorwhenthestoveisnotin

use,especiallyatnight.Nevertamperwithortrytorepairthecylinderorallied

equipmentyourself.

• Makesureallpartsoftheinstallationareingoodcondition. Ifanythingseems

wrongwithanypart,distributor’strainedmechanicmaybecalled.

• Itissafertowearcottonclothingwhileworkinginthekitchen.Useofdupatta,

sariorclothtohandleutensilscouldbeafirehazard.

• Wearingafireretardantapronwhilecookingisasafepractice.

35

• Childrenmustbekeptawayfromtheinstallationwhilecooking.

• UseonlyISImarkedHOTPLATES.

• Neverleavethehotplateunattendedwhileinuseastheburner’sflamecouldgetextinguishedduetooverflowofcookingmaterialorevenwithgustofwind.ThiswouldleadtoleakageofGasfromtheburner.Theaccumulatedgascouldgetignitedbythesecond/otherburnerinoperationoranyothersourceofignition,resultinginfire.

• FryPan/PressureCookershouldbeplacedinamannersothattheirhandleisawayfromtheflame.

• Plasticitemsmustbekeptawayfromthegasstove.

• RubbertubeistheweakestlinkinaLPGconnection.Itmustberegularlycheckedandchangedimmediatelyincaseanyvisiblecracks/damagearenoticed.Useof“SURAKSHA”LPGhosesoldbyLPGdistributorisrecommendedforitsenhancedsafetyfeaturesandlongerlife.RubberTube,ifused,mustbeISIapproved.

• Asarule,therubbertubemustbereplacedeverytwoyearsand‘Suraksha’LPGhoseeveryfiveyears.

• Thesafetycapmustalwaysbeputonthevalveoftheunusedcylinders,whether

fullorempty.

AtthetimeofRefillDelivery

At the time of taking refill delivery, customermust satisfy himself/herselfwith thecondition of the cylinder seal and weight. Once having acknowledged receipt ofcylinderwithsealintact,correctweight&ingoodcondition,thereshallbenoscopefordisputewithregardtothesame.Thedeliverymanwillbreakopenthesealinpresenceofthecustomerandcheckthatthecylinderissoundandfitforuse.Customersmustgetthecylinderconnectedtotheregulator(DPR)andhavetheinstallationcheckedforproperfunctioning,evenfortheadditionalcylinder.LPGDistributor’sdeliverymancarriesaweighingscale.Pleasegetyourcylinderweighedeverytimebeforereceipt.

36

Inspection of the LPG Installation

CustomersmustinsistonamandatoryinspectionoftheirLPGinstallationoncein2years,bythetrainedmechanic.ThisserviceisavailableonpaymentoftherequisitechargesapprovedbytheOilCompany.ThiswillhelpinsafeupkeepofthedomesticLPGinstallation.

In case of Leakage

IntherareeventofLeakageorincasethereissmellofgas:

• Turnthepressureregulator(DPR)knobtothe‘OFF’position.

• Putoutallsourcesoffireinthekitchen/vicinitysuchasagarbattiandpoojalampetc.

• DoNotlightmatchstick/lighter.DoNotswitch‘On’orswitch‘Off’anyelectricalswitches(includingmainswitch).Rememberthatelectricalswitchesanddrycelltorchesgeneratesparkwhileswitchingonoroff.

• Openalldoorsandwindowsforventilation

• Getintouchwiththedistributor/theEmergencyServiceCellafterofficehours

andonSundaysandholidays.

In the event of accident

AllregisteredLPGconsumersarecoveredunderaninsurancepolicytakenbythePSUOilCompanies.

Incaseoftheunfortunateeventofanaccident,thecustomermustimmediatelyinformthedistributorinwriting.ThedistributortheninformstheconcernedOilCompanyandthe InsuranceCompanyabout thesame.Thedistributorwillofferassistanceto thecustomerincompletingtheformalitiesofinsuranceclaimsarisingoutoftheaccident.

Inadditiontotheabove,allLPGdistributorsalsohaveThirdPartyLiabilityInsurancetocoverlossesintheeventofanLPGaccident.

37

Customer Obligations

• Customers must abide by the terms and conditions under which the LPGconnection has been released to them. These are printed on the reverse ofSubscriptionVoucherandcontainedintheundertakingsubmittedatthetimeofreleaseoftheconnection.

• CustomermustadoptsafepracticeswhileusingLPG.

• CustomersmustnotacceptLPGcylindersfromanysourceorpersonsotherthantheLPGdistributorwithwhomtheyareregistered.

• Customers are not permitted to exchange with others or loan to others, thecylinders/DPRgiventothemasthiscreatespossibilityforaspuriouscylinder/DPRfindingitswayintothesystem.Spuriouscylinders/DPRsdonotconformtothestringentqualitystandardsandareapotentialsafetyhazard.

• Customers should follow conservation tips while using LPG to save fuel.Conservationtipsareavailableonthewww.hindustanpetroleum.com.

• TheuseofLPGisregulatedbyLPGas(RegulationofSupply&Distribution)Order

oftheGovt.ofIndia.Asperthisorder:

LPGconnectionisissuedonlyinthenameofanyadultmemberofthehousehold

byaGovernmentOilcompanyunderthepublicdistributionsystem.“Household”

meansafamilyconsistingofhusband,wife,unmarriedchildrenanddependent

parentslivingtogetherinadwellingunithavingcommonkitchen.

AnexistingcustomerofdomesticLPGconnectionofaGovernmentOilCompany,

whodesirestoavailPNGconnection,isobligedtoeithersurrenderthedomestic

LPGconnectionorconvert it todomesticnon-subsidizedcategorywithinsixty

daysfromthedateofobtainingPNGconnection.

• Customers holding more than one LPG connection in a household kitchen,

whetherofthesameoilcompanyorofdifferentoilcompanies,canretainonly

oneconnection.Theadditionalconnection/s,ifany,mustbesurrenderedtothe

distributorandrefundofthedepositamountobtained.

38

• As & when customers availing Piped Natural Gas (PNG) connection or LPG

connectionthrough‘Reticulated’systemintheirhousehold,theexistingdomestic

LPGconnectionmust be surrenderedwith thedistributor. Thedistributorwill

issue‘TV’for‘SafeCustody’andrefundofdepositamount.Detailsofthesame

are given in the website www.hindustanpetroleum.com PNG customers can

howeverretaintheLPGconnectionbutuseonlydomesticnon-subsidizedLPG

cylindersforthesame

40

Hindustan Petroleum Corporation Limited has attained the leadership position in

salesoflubesandlubebaseoilscombinedtogetherduringthefinancialyear2013-14.

HPCLownsandoperatesthecountry’slargestsinglesiteLubeBaseOilRefinerywith

aproductioncapacityexceeding450000MTp.a.withcapabilitytoproduceGroupI,II

andIIIgrades.HPCLmanufacturesawiderangeoflubricantsandspecialtiesprimarily

atsevenLubemanufacturingplantsacross India,whichmeet thediverse technical

requirementsoftheautomotive,industrial,electricalandmarinesectorsinadditionto

productsdesignedforuseinspecialisedapplications.

Lubricants & Greases

Lubricants(alsogenericallyreferredtoas“Lubes”)initssimplesttermisasubstanceusedtoreducethefrictionbetweentwomovingsurfaces,aimedatreducingwearandtearofthecomponentsandimprovingitsefficiency.Lubesfindapplicationinalmostallwalksoflife,startingwithlubricationofmotorvehicles,railwaylocomotives,ships,aeroplanes, agriculturalpumpsets,generator sets,heavyearthmovingequipmentlikeexcavators,allindustrialunitssuchaspowerplants,steelplants,cementplantsetc.Lubricantstypicallycompriseof85–95%baseoilsfortifiedwithperformancespecificadditivesrequiredforthetargetedapplication.

Inadditiontotheprimaryfunctionlikereductionoffrictionandtransmissionofpower,therearevastnumbersofspecializedapplicationswhichrequirespeciallycustomizedlubricants.Theseincludelubesforpneumaticequipment,thermicfluids,cuttingoils,rustpreventiveoilsandmanymore.

Lubricantsaregenerallyclassifiedintomajorgroupsasgivenbelow:

• AutomotiveLubricants

• IndustrialLubricants,includingrelatedSpecialties

DIRECT SALESLUBRICANTS, GREASES & SPECIALTIES

6

41

• MarineOils

• ProcessOils

AutomotiveLubricantsarefurtherdividedintoDieselEngineOils,PetrolEngineOils,

AutomotiveSpecialties andAutomotiveGreases.Anumberof automotiveoils are

alsousedinindustrialunits,e.g.,engineoilsandgreases.MarineOils,asthename

signifies,areusedinvesselsandpowerplants,whereenginesaretypicallyofhigher

capacityrunningonheavyfuelsandaremorepowerful,hencetheyrequirespecial

typesofoils.

IndustrialLubricants,asthenamesignifies,areusedforindustrialapplications.This

segment canbe sub-divided into industrialoils, industrial specialties and industrial

greases. Speciality grades include oils used for heat transfer operations, in metal

cutting, forming, drawing operations etc., as well as for heat treatment of metal

components.

ProcessOilsareoftenincludedinlubricantsalesstatistics.Theseareoilswhichare

included as rawmaterials in processes, for instance as plasticizers for the rubber

industry.Theyarealsousedasmediumforcarryingthepigmentincertaingradesof

printinginksetc.,ProcessOilsarebracketedwithLubricantsastheyarealsomostly

petroleumbasedproductsfromoilrefiningprocess.

HP Lubes Marketing

LubesandgreasesaremarketedbyHPCLundertheumbrella‘HPLubes’.HPCLblends

closeto500differentgradesandmarketsmorethan900StockKeepingUnits(SKUs),

whichcoversawiderangeofautomotiveandindustrialapplications.

MajorautomotivegradesincludeourMilcyrangeofDieselEngineOils(HPMilcyTurbo

Tech,HPMilcyTurboStar,HPMilcyNo.1,HPMilcySynthetic,HPMilcyTurbo,HP

MilcySuper,HPMilcy40,etc.),CruiserangeofoilsforpassengercarsrunningonPetrol

(HPCruise,HPCruiseClassic),Racerrangeofoilstargeting2/3wheelers(HPRacer2

for2-strokeengine,HPRacer4for4-strokeengines)andHPGasenolforpassenger

42

carsandthreewheelersrunningonCNG/LPGengines,HPKisanShaktiforagriculturalpump sets, HPGearDrive series for automotive gear oils andHPKisanShakti. Inthe industrial segment, well known brands include HP Enklo series for hydraulicapplications,HPParthanseriesforindustrialgears,HPTurbinolseriesforTurbines,HPHycomgradesforcompressors,HPKoolkutandHPTrimofinseriesascuttingoils,HPHythermsforthermicfluidsandmanymore.TherangeofgreasesincludeproductsforautomotiveandindustrialapplicationslikeHPAP3Grease,HPLithon,HPTisona,etc.,ProductsforspecialapplicationsincludeHorticulture,MineralOilrangeforApple,Tea,Grapes,Rubber,CoolantforRailways,BrakesOils,etc.,Productsincludeseveralgradesmanufacturedinassociationwithmanyofthecountry’sprestigiousOEMse.g.,M/sBajajAuto,M/sTataMotorsetc.,Moredetailscanbeviewedatwww.hplubes.com

HPLubesareavailableatmore than13864HPCLpetrol/dieselRetailOutlets in thecountry(ason31.3.2016)aswellasnumerousbazaarretailersservicedthroughour213LubeDistributorsnetwork.HPLubeCFAsservetheneedsoftheMSMEindustriessupplementingdirectmarketingtomajorindustriesandinstitutionsbydedicatedHPCL

RegionalOfficeswhosedetailsareavailableontheHPwebsite.

Performance Standards and Quality Assurance of HP Lubes and Lube Specialties products:

HPCLaimstoensurethatitsesteemedcustomersgetproductsofthedesiredquality

andquantitythroughrobustproductdesignandmanufacturingprocesscomplemented

bystringentqualitycontrolchecksatvariousstages.Thestepsincludethefollowing:

• Product R&D : HP lube products are formulated through painstaking R&D

practices to ensure superior performance in the field, wherein performance

enhancement additives and raw materials are identified and sourced from

trustworthy transnational and Indian manufacturers. Products are developed

by R&D to meet applicable standards e.g., BIS standards. After the product

has passed the performance requirements under laboratory conditions, it is

exposed to rigorous field trials under HPCL supervision or jointlywithOEMs

forestablishingitsperformanceunderactualfieldconditionsincludingsevere

43

weatherandoperatingconditions.Productaccreditationsarethereafterobtained

frominternationalandIndianinstitutionsandbodiesconcernede.g.,American

PetroleumInstitute(API),JapanLubricatingOilSociety(JALOS),ZF,MB,MAN,

Volvo (VDS), RDSO,DGMS, ERDA, CPRI etc., Product Data Sheets /Material

SafetyDataSheets(MSDS)areavailableforHPlubecustomersondemand.

• Manufacturing:BaseOils,additives,otherrawmaterial,packageshavetopass

stringent quality checks before being accepted for production, with the tests

carriedoutbyatdulyequippedQClabsstaffedwithtrainedprofessionals.The

productsaremanufacturedatplantsaccordingtothelaiddownproceduresand

formulations,with theprocessmonitoredandcontrolled throughprofessional

plantteams.Thefinishedproductsarereleasedformarketingonlyafterpassing

theapplicableQCtests.Lubeplantsareequippedwithautomaticweightbased

fillingmachines forensuringaccurateproductquantity in thecontainerwhich

aresupplementedbyrandomchecksformonitoringthepackweightsatregular

intervals.

• Logisticsandstorage:Lubesmovementfromplantsiscarriedoutthroughtrucks

and tankerswhich are checked prior to filling and sealed before despatch to

receivinglocationsorcustomersites.HPCLdepotsundertakerequiredchecks

whilereceivingtheproductsintotheirgodownoryards,whereinthestorageis

asperstandardssetforthelubepackageconcerned.

Recommended due diligence for buyers :

• Automotive and other original equipment manufacturers (OEM) recommend

thespecificationofthelubestobeusedintheirmachines,whichareaccording

to their equipment design requirements, component metallurgy etc. Users

are advised to comply with OEM specifications while selecting the product

forpurchase,whichareusuallyprovided in theOEM’sowner’smanual,OEM

websitesetc.,HPCLRegionalOfficeteamsareavailableforfurtherguidanceon

productselection,ifrequired.

44

• Pleasecheckthepackpriortopurchase,forensuringthatitisinpropersealed

condition.HPCLendeavourstomakeavailablepackswhicharesecurelysealed

with appropriate sealing / tamper-evident features for ensuring that its lube

productsreachcustomersingoodcondition.

• HPCL packages below 26 litre container display the MRP of the pack and

customersarerequestedtocheckthesameatthetimeofpurchase.Tampering

withtheprintedMRPonthepackbyanypartyisnotpermittedandcustomers

arerequestedtoinformHPCLifsuchissuesareobservedatthetimeofpurchase

ofHPCLlubespackages.

• Likeallpopularbrands,HPLubesalsohavecopy-cat‘metoo’typeofproducts

in themarket,whichmimic thebrandingandcolourschemeofHPCLbrands.

Customersareadvisedtocheckforthegenuinenessofthepackatthetimeof

purchase.

How to provide Feedback / Register Complaints ?

Each pack of lubes (other than drums) displays the details of address / telephone

number/emailIDasunderwherefeedback/complaintcanberegistered.

Address:

SeniorManager-Branding

HindustanPetroleumCorporationLimited

RetailLubes,2ndFloor,HindustanBhavan,

8,S.V.Marg,BallardEstate,Mumbai–400001.

Telephone:022-22637000

TollFree:18001204725

Email:[email protected]

46

AVIATION7

Hindustan Petroleum Corporation Limited is in the business of supplying AviationTurbineFuel(ATF)JETA-1toairlines.HPCLprovidesATFfuellingservicestoAviationindustry through itsbusinessunit,“HPAviation”. PresentlyHPCLprovides fuellingservicestoDomesticandInternationalcustomersat35airportsacrossIndia.

ATFissuppliedtobothcivilaswellasdefenseaircrafts.

OurnetworkcoversallthemajorairportsinIndia.HPCLhasplanstoexpanditfurther.

Listofairports,whereHPCLisextendingrefuelingservicesaregivenbelow:

• Delhi(T1&T3Terminal) • Mumbai• Chennai • Kolkata• Trivandrum • CochinInternationalAirport• Bangalore(NewInternationalAirport) • Hyderabad(NewInternationalAirport)• Guwahati • Ahmedabad• Goa • Amritsar• Pune • Jaipur• Coimbatore • Calicut• Trichy • Bhubaneshwar• Tirupati • Vishakhapatnam• Mangalore • Belgaum• Jammu • Dehradun• Lucknow • Juhu• Indore • Rajahmundry• Vijaywada • Hubli• Varanasi • Bhuj• Naliya • Mohali(Chandigarh)• Dharamshala(Gaggal)FuellingactivitiesarecarriedoutbyusatallairportsexceptOpenAccessAirportsandhospitalitylocations.

AtDelhiAirport(Terminal-3),MumbaiAirport,BangaloreInternationalAirportandHyderabadInternationalAirport,wehavecontractsinplacewithinto-plane

concessionairesforinto-planerefueling.

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Approach for Supplies :

OnecancontactusforrefuelingrequirementsofaircraftataboveairportswhereHPCLisoperatingoratthefollowingaddress:

HPAviationHubHindustanPetroleumCorporationLimited,ChennaiAirport,PallavaramCantonmentChennai-600043Phone:[email protected]

OnecanalsocontactourStationManagerattheairportswherewehavefacilities,foraddresseslogontohttp://www.hindustanpetroleum.com/aviationlocation.html

ATFpriceapplicableforthedayisavailableonourwebsite:http:// goo.gl/Qp9WKh

Customerscanalsoreachuson:http://www.hpaviation.in

Quality Control System :

TheJetFuelmanufactured/suppliedbyusconformsto:

• BISspecificationIS:1571:2008.(LatestIssue)

• InternationalstandardspecificationDEFSTAN91-91(LatestIssue)

All the refueling facilitiesatCivilAirportsoperateunder the licenseof theDirectorGeneralofCivilAviation(DGCA)conformingtoCivilAviationRequirements(CAR)

HPCLhasarobustsystemtoinspectandcontrolthequalityofATFfromthetimeitleavesRefinerytill it isdeliveredtotheaircraft.All locationshaveadvancefiltrationsystems and use internally epicoated tanks with floating suctions so that the fuelsuppliedtothecustomermeetstheapprovedqualityatalltimes.TrainedmanpowerisavailablewithlocationstocarryoutdailyaswellasperiodicalQualityControlchecks

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ofATF.Adherencetooperatingstandardsandproductqualityisverifiedwithstrict

adherencetoinspectionschedules.

AtOpenAccessairports,FuelhydrantfacilityoperationsandInto-plane(ITP)refuelingiscarriedoutthroughauthorisedthirdpartiestrainedtohandleATFandoperationalactivities.

Health, Safety and Environment :

AlltheAviationServiceFacilitiesareconstructedwithaviewtoprovidesafe,reliableandqualityservicetoourcustomers.Adequatestoragecapacity,pumpingarrangementsandalliedfacilitieswithtrainedmanpowerensurethatASFmeetstheexpectationsofthecustomers.

Thefacilitiesarewellequippedtotakecareofallthesafetyrequirements.AlltheASFfacilitiesareregularlyinspectedonalloperationalparametersbyinternalaswellasbyexternalagencieslikeDGCA,IATAFuelQualityPool,DomesticandInternationalAirlinecustomers.

Feedback System :

Wehavecomprehensivesystemofinteractionwithourcustomerstogettheirfeedbackandsuggestions.

On-linefeedbackformisavailableonourCorporatewebsite:http://www.hindustanpetroleum.com/feedback?id=aviation

Complaint Resolution :

ACustomerwhowishestoregisterfeedbackorcomplaintaboutfuelorservicemaylodgethesamebyanyoneofthefollowingmethods

• Buyer canwrite the feedback / complaint on ADR (Aircraft Delivery Receipt),whichishandedoverbyourstaff(orITPagencystaff)atthetimeofrefueling.

49

• Buyer can contact HPCL’s Location in-charge / Officer at the airport and

convey verbally or in writing. Alternatively, they can send an e-mail to

Location in-chargewhosee-mail ID/phoneNo. isavailableonatourwebsite:

http://www.hindustanpetroleum.com/aviationlocation.html

• Buyercanwritethefeedback/complaintonourCorporate:

http://www.hindustanpetroleum.com

• Buyercanalsosendacommunicationtothefollowingofficer:

DGM-Aviation(Mktg)

HindustanPetroleumCorporationLimited,

AviationSBU,GroundFloor,HindustanBhavan,

8,S.V.Marg,BallardEstate,Mumbai–400001.

Phone:022-22637452


52

Projects & Pipelines Department8

HowaContractorcangetregisteredforSupply/WorkContracts/ServiceswithHPCL?

WhereistheApplicationforRegistrationavailable?

WhatistheprocedureforinvitingbidsfromContractorsandSuppliers?

Where is the information regarding tenders floated and Contracts awardedavailable?

Whomtobecontactedincaseofcomplaints/suggestionsregardingmalpracticesatProjectsites?

WhatarethepreventivemeasuresbeingundertakentowardssafetyandsecuritytheCrossCountryPetroleumPipelines?

Howtoprovideinformationincaseofuntowardincidentatthepipelineslocation?

The answers to the above questions are given below :

1. Vendor Registration for Contractors / Suppliers :

Categoryofjobsforwhichregistrationcanbedone:

Basedontherequirementoftheprojectandusergroup,VendorRegistrationisdone.Followingcategoriesareavailableforregistration:

1.1 Works Contract : Civil,Mechanical, Electrical, Instrumentation, Laying ofPipelines,Railwaysiding,AutomationConsultancy,miscellaneousservicesetc.

1.2 Pipes, Steel plates, Pumps, Valves, Pipefittings, Filters and strainers,Firefightingequipment,Personalprotectiveequipment (PPE), Firefightinghoses, Flow meters & gauges, Power cables, DG Sets, HT LT Panels,Transformers,PLCSystem,AutomationInstrument&Equipmentetc.

53

2. Mode of Registration :

2.1 Enlistment / Registration of the vendor is done through giving pressadvertisement in the leading news papers on pan India basis. Theadvertisementsaregivenonperiodicbasis.TheapplicationformisonlineavailableonCorporation’swebsite,withcompletedetailsandinstructionsforregistration.Thelinkcanbeaccessedthruhttp://www.hindustanpetroleum.comunderthesectiontenders&contracts.

2.2 Onlineapplicationsare invited fromsuitablevendorswhoare technicallycompetentandfinanciallysound tosupplymaterialandprovideservicesatoptimalcostwithinspecifiedtimeframe,asperdesiredquantity,qualityandspecifications.

2.3 Any vendor who is interested in getting enlisted/registered with theCorporationisrequiredtosubmiton-lineapplicationundertheapplicablecategoryalongwithrelevantdocuments.

2.4 TheapplicationsreceivedforvariouscategoriesarescrutinizedbyVendorManagementCommittee(VMC)andtheresponsetothevendorwhohasrequestedforenlistmentiscommunicatedbyVendorManagementOfficer(VMO).

Theapplicationsareexaminedbythecommitteeforthefollowingpoints:

a) Vendors’capabilities.

b) Turnover:TheAuditedBalanceSheetandProfit&Lossaccountsoflast3yearsofthevendorsshouldbeusedastools

c) Sizeoforganizationandfacilitiesavailable

d) Geographicallocation

e) Financialstanding

f) Reputation

g) Tradeexperience

h) Dependabilityetc.

54

2.5 Updation of Vendor list :

2.5.1 VendorlistismaintainedbyVendorManagementOfficer(VMO)ofrespective purchase department which is reviewed and updatedfromtimetotime.

2.5.2 VendorManagementOfficeralsoreviewsandupdatesprofileofthevendorviz;anychangeinaddress,increase/decreaseincapacity,changeinworklocationetcafterdueapprovalsfromVMC,whereverrequired.

3. Inviting Tender Bids :

3.1 Basedontherequirementandvalueofthetender,twotypesoftendersareinvitedviz.LimitedorPublicTenders.

3.2 Limitedtendersareinvitedforcategoriesofworkwheresufficientregisteredsuppliers/contractorsareavailable.Proximityofsupplysourceiskeptinviewwhileinvitinglimitedtenderenquiries.

3.3 Public tenders are invited by giving notice inviting tenders which arepublishedthroughPressadvertisementsforhighervaluejobsandalsoincasewheretheregisteredbiddersarenotavailableforaparticularjob.

3.4 DetailsoftenderenquiriesissuedareuploadedonCorporation’swebsite:http://www.hindustanpetroleum.com.

3.5 MSE Registered Units:

3.5.1 ThefollowingpointsareapplicableincaseofMSEunits:

a)Exemptedfromtenderfee,EarnestMoneyDeposit(EMD).

b)Shall be allowed to supply 20% of the total tendered value ifparticipatingMSEsquotepricewithinL1+15%.

3.5.2 Theabovearesubjecttofulfillingofthebelowmentionedcriteria:

a)Theunit shouldbe registeredasper theGovtof IndiaGazettenotificationvideD.O.21(1)/2011-M.A.dated25.04.2016

b)UdyogAdharRegistrationforMSEsisacceptable.

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3.6 Opening of Bids :

3.6.1 In case of Physical tenders, Tender Boxes are maintaned byrespective Purchase Departments at Corporate Office, MarketingHeadquarters, various Zonal offices, Regional offices and majorlocations,fordepositingTenderrelateddocument.Bidsdocumentsreceivedaftertheduedateandtimearenotaccepted.

3.6.2 Opening of tenders : All tenders, whether public or limited, areopenedbytheauthorizedofficersinthepresenceoftheintendingtenderersortheirauthorisedrepresentatives.

3.6.3 IncaseofE-procurement;Openingofunpricedbidsiselectronicallydonebydesignatedofficers,inonlinee-procurementsysteminsecuredmode.Incaseofe-tendersparticipatingbidderscanwitnesstheopeningofBidsonline.

4. Award of Contract :

ContractisawardedbyplacingPurchaseorderonthetechnicallyandcommerciallylowestacceptablebidder.Theapprovalforawardingthecontractisobtainedfromappropriatecommittee,inlinewithProcurementManual,asperthefinanciallimitofthecontract.InformationofallthecontractsawardedarealsomadeavailableontheHPCLwebsitehttp://www.hindustanpetroleum.com

5. Redress of Grievances:

OnlineGrievancescanbelodgedthroughourwebsite:http://www.hindustanpetroleum.com

6. In case of complaints :

Complaintsagainstunfairpracticespertainingtoexecutionofcontractsetc.canbelodgedwithP&PHeadquartersatMumbai,attheaddressgivenbelow:

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DeputyGeneralManager-

Engineering&ProjectsDepartment

DeputyGeneralManager-

PipelineProjectsHindustanPetroleumCorporationLtd. HindustanPetroleumCorporationLtd.2ndFloor,GreshamAssuranceBldg.,

SirP.M.Road,Fort,Mumbai400001.

Phone:022-22608508,


1stFloor,HindustanBhawan,

8,S.V.Road,BallardEstate,

Mumbai400001.

Phone:022-22654110,


7. Preventive measures undertaken towards Safety & Security of Cross Country Petroleum Pipelines :

• Eachstation/sectionalizingvalvestations/CathodicProtection(CP)Stationsareprovidedwithroundtheclocksecurity.

• Supervisory Control and Data Acquisition System (SCADA) has beeninstalledforeffectivemonitoringandcontrollingofcross-countrypipelines.TheLeakDetectionSystem(LDS)which ispartofSCADA isprovided todetectleakspotonpipeline.

• DirectorGeneralofResettlement (DGR)sponsoredSecurityAgenciesaredeployedforcarryingoutsecurity/linepatrolling.IncasewhereDGRhasnotsponsoredagencies,PSARAregisteredsecurityagenciesaredeployed.

• LinepatrollingoftheRightOfUser(ROU)ofthepipelineiscarriedoutduringdayandnightbysecurity.GPSbasedSecuritypersonneltrackingsystemtoenhanceeffectivenessofLinewalkershasbeenintroduced.Staggeredlinepatrollingisfollowedtoavoidpredictability.Forthispurposesufficientnumber of line walkers are deployed and also security supervisors aremakingrandomchecksofROU.Also,Corporation’sOfficersarecarryoutlinewalkingonceinaquarter.

• Surprise night inspections andmock incident simulation tests are beingcarried out regularly to check the efficacy of linewalkers and correctiveactionsaretakenwherevernecessary.

57

• CCTVshavebeeninstalledatallStations,SectionalizingValveStationandCathodicProtection(CP)StationsandmonitoredbyControlRoomOfficers.

• Night Vision Binoculars have been provided for better security andsurveillanceofthepipelines.

• Toincreaseawareness,periodicmeetingsareheldwithPoliceatDistrict/StateLevel.

• IndustrycoordinationmeetingonOnshoreSecurityCoordinationwithDGofPoliceoftheStateOFGujarat,Rajasthan,Haryana,AndraPradeshandMaharashtraarebeingcarriedoutregularly.

• Interactionswithvillagersarealsoheldthroughregularmeetsandprogramstoenhanceawareness.

• Rewardschemetomotivateinformershasbeenimplemented.

• PipelineIntegrityManagementprogramandpracticeshavebeendevelopedtomanagepipelineintegrity.

• OFCbaseddedicatedtelecommunicationsystemisinplaceforeffectiveandquickcommunicationbetweenthestations/Sectionalizingvalvestations/CathodicProtection(CP)Stations.

• Mock drills are carried out in coordination with District Authorities foremergencypreparedness.

8. To provide information of any untoward incident at the Pipeline Location :

For reporting any untoward incident, route markers with contact details areprovidedalongtherouteofthepipelines.

“TOLLFREE”numberviz.18001801276hasbeendisplayed.Publiccanusethistollfreenumbertoprovideinformation.

60

Engineering and Projects Department of HPCL undertakes construction of new

petroleumdepots/terminals, revampingof existing storagedepots/terminals, office

buildingsandresidentialaccommodationofHPCLemployees.

HPCLabidesbythedirectivesofCentralVigilanceCommissionandGovernmentofIndia

regardingtheprocurementpoliciestobeadoptedandhastransparentmechanismin

place.HPCLhasalsoadoptedIntegrityPactwhichisapartoftenderforallhighvalue

purchases.

As a part of the above construction activity, suppliers/contractors are engaged for

contractsandservicesrequiredforcompletionoftheprojects.

Thefollowingqueriesshallariseintheprocess:

HowaContractorcangetregisteredforSupply/WorkContracts/ServiceswithHPCL

andwhatarethedifferentcategoriesofjobsforwhichHPCLinvitesbidsfromsuppliers/

contractors?

WhereistheApplicationforRegistrationasvendoravailable?

WhatistheprocedureforinvitingbidsfromContractorsandsuppliers?

WhereistheinformationregardingtendersfloatedandContractawardedavailable?

Whomtobecontactedincaseofcomplaints/suggestionsregardingmalpracticesat

Projectsites?

Theanswerstotheabovequestionsareasmentionedbelow:

1. Vendor registration for contractors/ suppliers:

CATEGORY OF JOBS FORWHICH REGISTRATION CAN BE DONE: Based on the

Engineering & Projects9

61

requirement of the project and user group the Vendor registration is done.

Followingcategoriesareavailableforregistration:

1.1 WORKSCONTRACT:Civil,Mechanical,Electrical,Instrumentation,Pipeline,

Automation, Consultancy, Railway siding works, miscellaneous services,

etc.

1.2 SUPPLY CATEGORIES: Pipes, Steel plates, Pumps, Valves, Pipefittings,

Filtersandstrainers,LoadingArmsfortanktruckandtankwagon,Firefighting

equipment,Personalprotectiveequipment(PPE),Firefightinghoses,Flow

meters & gauges, Power cables, DG Sets, HT LT Panels, Transformers,

Electrical light fittings,PLCSystem,Automation Instrument&Equipment

etc.

2. Mode of retgistration:

2.1 Enlistment / Registration of the vendor is done through giving press

advertisement in the leading news papers on Pan India basis. The

advertisements are given on periodic basis. The application form

is available on line on Corporation’s website, with complete details

and instructions for registration. The link can be accessed through

http://www.hindustanpetroleum.comunderthesectiontenders&contracts.

2.2 Onlineapplicationsareinvitedfromsuitablevendorswhoaretechnically

competentandfinanciallysoundtosupplymaterialsandprovideservices

atoptimal costwithinspecified timeasperdesiredquantity,qualityand

specifications.

2.3 Any vendor who is interested in getting enlisted/ registered with the

Corporationisrequiredtosubmittheonlineapplicationundertheapplicable

categoryalongwiththerelevantdocuments.

2.4 TheapplicationsreceivedforvariouscategoriesarescrutinizedbyVendor

ManagementCommittee(VMC)andtheresponsetothevendorwhohas

62

requestedforenlistmentiscommunicatedbyVendorManagementOfficer

(VMO).

Theapplicationsareexaminedbythecommitteeforthefollowingpoints:

a) Vendors’capabilities

b) Turnover:TheAuditedBalanceSheetandProfit&Lossaccountsof

last3yearsofthevendorsshouldbeusedastools

c) Sizeoforganizationandfacilitiesavailable

d) Geographicallocation

e) Financialstanding

f) Reputation

g) Tradeexperience

h) Dependabilityetc.

2.5 Updation Of Vendor List:

2.5.1VendorlistismaintainedbyVendorManagementOfficer(VMO)ofrespective

purchasedepartmentwhichisreviewedandupdatedfromtimetotime.

2.5.2VendorManagementOfficeralsoreviewsandupdatesprofileofthevendor

viz;anychangeinaddress,increase/decreaseincapacity,changeinwork

locationetcafterdueapprovalsfromVMC,whereverrequired.

3. Inviting Tender Bids:

3.1. Basedontherequirementandvalueofthetender,twotypesoftendersare

invitedviz.LimitedorPublictenders.

3.2 Limited tenders are invited for categories of contracts where sufficient

63

registeredsuppliers/contractorsareavailable.Proximityofsupplysource

iskeptinviewwhileinvitinglimitedtenderenquiries.

3.3 PublictendersareinvitedbygivingNoticeInvitingtenderandarepublished

throughPressadvertisementforHighervaluejobsandalsoincasewhere

theregisteredbiddersarenotavailableforaparticularjob.

3.4 DetailsoftenderenquiriesissuedaremadeavailableonourCorporation’s

website:http://www.hindustanpetroleum.com

3.5 MSEREGISTEREDUNITS:

3.5.1 ThefollowingpointsareapplicableincaseofMSEunits:

a)Exemptedfromtenderfee,EarnestMoneyDeposit(EMD).

b)Shall be allowed to supply 20% of the total tendered value if

participatingMSEsquotepricewithinL1+15%.

3.5.2 Theabovearesubjectedtofulfillingoftheundermentionedcriteria:

a)Theunit shouldbe registeredasper theGovtof IndiaGazette

notificationvideD.O.21(1)/2011-M.A.dated25.04.2016

b)UdhyogAdharRegistrationforMSEsisacceptable.

3.6 Openingofbids:

3.6.1 IncaseofPhysicaltenders,TenderBoxesareavailablefordepositing

the tenders along with related documents with the Purchase

Department which includes corporate office, Marketing Head

Quarter office, various Zonal offices, Regional offices and Major

locations. Bids documents received after the due date and times

arenotaccepted.Incaseofe-tendering,bidsaretobesubmitted

online.

3.6.2 Openingoftenders:Alltenderswhetherpublicorlimitedareopened

bytheauthorisedofficersinthepresenceoftheintendingtenderers

ortheirauthorisedrepresentativesinthecaseofphysicaltenders.

64

3.6.3 IncaseofE-procurement;Openingofunpricedbidsiselectronically

done by designated officers, in online e-procurement system in

securedmode.Incaseofe-tendersparticipatingbidderscanwitness

theopeningofBidsonline.

4. Award Of Contract:

Contract is awarded by placing Purchase order on the technically and

commerciallylowestacceptablebidder.Theapprovalforawardingthecontract

isobtained fromappropriate committeeasper theCorporation’spoliciesand

guidelines depending upon the financial limit of the contract. Information

of all the contracts awarded are also made available on the HPCL website


5. Redressal Of Grievance:

Online Grievances can be lodged through our website: http://www.

hindustanpetroleum.com

6. Incaseofcomplaints:Complaintsagainstunfairpracticespertainingtoexecution

of contracts etc. can be lodged with Engineering & Projects Department

HeadquartersatMumbai,theaddressofwhichisgivenasbelow:

DeputyGeneralManager

Engineering&ProjectsDepartment

HindustanPetroleumCorporationLimited

2ndFloor,GreshamAssuranceBuilding

SirP.M.Road,Fort

Mumbai-400001

66

• WhatisCentralProcurementOrganization(CPO)anditsRoleinHPCL?

• WhatistheprocedureforregistrationofVendorsinHPCL?

• HowcanVendorslocatethetendersfloatedbyCPO?

• WhatistheprocessforGrievanceRedressalinHPCL?

• HowareapplicableMSEprocurementguidelinesincorporatedinHPCL?

TheAnswerstoabovequeriesaregivenbelow:

1. CPO and Its Role:

Central Procurement Organization (CPO) is a central body that handles a

vastmajority of procurement across the organization. It is an innovative and

collaborativecenterofexcellence,whichaimstomaximizevaluethroughbest

in class sourcing practices and services to stakeholders, while maintaining

transparency.

2. Procedure for Registration of Vendors in HPCL:

Vendors interested in registering with HPCL can visit HPCL Corporate Site

www.hindustanpetroleum.comandaccessthelinkunder“TendersandContracts.”

The detailed application needs to be filled online by choosing appropriate

“Registering location” and selecting the Items /Servicesbeingofferedby the

Vendor.TheInstructions/interactivehelpavailableontheVendorRegistration

homepagewill act as aguide for completing the application formalities. The

contactdetailsprovidedonthesitecanbeusedincaseofanydifficulty.

Central Procurement Organisation (CPO)10

67

3. Where CPO tenders are published:

All Public Tenders floated by CPO are available under HPCL Corporate Site

www.hindustanpetroleum.com.ExistingVendorscanvisitthetab“Tendersand

Contracts”underthehomepageandcanaccessthePublicTendersfloatedby

CPO.However,newVendorsarerequiredtoregistertemporarilybyclickingon

theappropriatelinkprovidedinthesamepagetoaccessthetenders.

LimitedTendersfloatedbyCPOareavailableonlytothoseVendorswhoareinvited

toparticipateintherespectivetenders.Alllimitedtenderprocurementisdone

fromtheVendorswhoareintheapprovedListofVendor.TheVendorsinterested

ingettingenrolledintheapprovedVendorlistcanapplyonlineforregistration

withHPCLthroughthelink“VendorRegistration”whichisavailablewithinthetab

“TendersandContracts”underhomepageofwww.hindustanpetroleum.com.

4. Process of Grievance Redressed Mechanism in HPCL:

DetailsontheGrievanceRedressalMechanisminHPCLareunder“Tendersand

Contracts”LinkintheHPCLCorporateSitewww.hindustanpetroleum.com.

5. MSE procurement guidelines:

Asdirectedbygovernment,MSEprocurementguidelinesareincorporatedinto

HPCLprocurementpolicyandarebeingadheredto.Inlinewiththeguidelines,

20%ofannualprocurementinHPCListargetedthroughMSEs,andoutof20%

ofannualprocurementfromMSEs,4%(20%of20%)hasbeenearmarkedfrom

MSEsOwnedbySC/STentrepreneurs.However,intheeventoffailureofsuch

MSEstoparticipateintendersormeettenderrequirements,thesubtargetof4%

willbemetfromotherGeneralCategoryMSEs.

Toencourageparticipation,MSEsshallbefacilitatedbyexemptingfrompayment

ofTenderFee/EarnestMoneyDeposit,ifapplicable.

69

DOING THE RIGHT THINGS, THE RIGHT WAY - CORPORATE GOVERNANCE

CorporateGovernance

PublicGrievanceRedressal

CorporateGovernance

IntegrityPact

Right ToInformation

Act

Vigilance

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Talent Acquisition :

HPCLisanequalopportunityemployer.AllvacanciesinHPCLarisinginManagementcadre are published in all leading newspapers including leading regional languagenewspaperswhereasthoseinNon-ManagementcadrearepublishedinEmploymentNews as well. A systematic procedure, including test/GD/interview and other HRpractices,isfollowedtoensureselectionofrightcandidates.

Capability Building :

TheCorporationisdedicatedtoenhancethecompetenciesofemployeestoenablethemperformefficientlyintheircurrentandfutureroles.Suitableperiodicaltrainingisprovidedasperrequiredareas fordevelopmentofperformanceandpotentialoftheemployees. Capabilitybuildingaimsat improvingeffectivenessof employees,building cultural integration and facilitating a thriving learning organization so thatdynamic challenges of business are handled appropriately towards Corporationachievingsuccess.

Performance Management :

HPCLhasrobustPerformanceManagementSystemmodeledontheBalancedScoreCard System covering 100% ofManagement employeeswherein employees areassessed against their performance in four quadrants viz. Customer Satisfaction,Physical /Financial, Improvement inProcessandLeaning&Growth. Their careerprogress is based on well-defined promotion policy which is transparentlycommunicatedtoallmanagementemployeesoftheCorporation.PromotiontakesplacethroughaDepartmentalPromotionCommittee(DPC)process.Allpresidentialdirectivesinthisregardareimplemented.WithrespecttoNon-Executiveemployees

Human Resources11

71

a mutually agreed upon performance appraisal system which assesses theirperformanceonspecificattributesisalreadyinplace.PromotionsforthiscategoryofemployeesisbasedonaCareerDevelopmentPolicy(CDP)andimplementedthroughZonalEmployeePromotionCommittee (EPC).HPCLhas leveraged technology forimplementation of a robust IT based platform for performance assessments andimplementationofpromotions.

Industrial Relations :

HPCLbelievesinmaintaininghealthy,harmoniousandproductiveIndustrialRelations.PeriodicLongTermSettlementandCareerDevelopmentPolicyaretheguidingpointsforsalaryfixation,workingconditionandcareerdevelopmentofNon-Managementemployees.StandingOrders(Non-ManagementEmployees)andCDARules(applicableforManagementemployees)definethemodelbehavioralrequirementoftherelevantemployeegroupsandrecourseincaseofdeviations.TheCorporationadherestoallrelevantstatutoryrequirementsandabidesbyguidelines/requirementsoftherelevantlocalauthoritieswhereveritisworking.TheCorporationworkstowardsensuringsafeworking conditions and ensures thatwages andwelfare facilities to contract laboremployedwithcontractorsofHPCLareinaccordancewiththestatutoryprovisions.

CompensationandBenefits:

HPCLstrivestobeamodelemployerandcorporatecitizen.ThepayandbenefitsofManagementemployeesof theCorporationareguidedbyrelevantDPEguidelines.Fornon-management;alongtermsettlementisarrivedthroughcollectivebargainingwithrecognizedUnions;andcompensationpackagesareworkedoutaccordingly.

Grievance Redress :

Variouswelldefinedgrievance redressmechanismsareavailable forall categoriesofemployeesofHPCL.Anopendoorapproachtounionsensuresrepresentationofcollectivegrievancesofemployeesaswellasindividualcasesincaseofrequirement.

72

ITenabledplatform ismadeavailable toall theemployees to log inhisgrievancesthroughOnlineapplicationwhereintheissues/queriesofemployeesarehandledbyHROfficer.Suitableescalationmechanismalsoexistsincasetheemployeesarenotsatisfiedwith the resolution.ManagementEmployeeRelationsCommittees [MERC]havebeenconstitutedatallMarketingZonesandboththeRefinerieswhichlookintothegrievancesofOfficersundertheirjurisdiction.

Technological Initiatives :

HR in HPCL is committed to usage of scientific and contemporary knowledge forachievingorganizationalvisionandenhancingemployeeengagement&competencies.Assuchwidevarietyofemploymentrelatedaspectsofemployeesarecomputerizedtoenableeasytoaccesstotheemployeeandfasterprocessingofvariousbenefits.Towards this end, the C & B claims, leave, retirement processes, transfer relatedrequirementsetc.arealreadysystembasedprocedures.

Reward and Recognition :

HPCL has implemented reward and recognition schemes aimed at motivating allemployees towards higher performance. For executives in the Senior / MiddleManagement, “HP ICON Awards” have been instituted since 2010 which aims toidentifyandrecognizePeopleManagersi.e.Officerswhoplacetheinterestsoftheirteamsbeforeindividualcontributions.ForOfficersinthejuniormanagementcategory,“HPOutstandingAchieversAwards”havebeen instituted to recognizeoutstandingcontributions,while“HPGauravAwards”recognizeoutstandingeffortsamongstNon-Executivecategoryofemployees.WhileHPICONAwardsareabi-annualaffair,theHPOutstandingAchieversAwardsandHPGauravAwardsaregivenawayonanannualbasis.

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Whistle Blower Policy :

1. Preface :

• HPCLbelievesinconductingitsbusinessinafairandtransparentmannerby adoptinghighest standardsof professionalism, honesty, integrity andethicalbehavior.AssuchCorporationendeavorstoworkagainstcorruptioninallitsformsincludingdemandandacceptanceofillegalgratificationandabuseofofficialpositionwithaviewtoobtainpecuniaryadvantageforselforanyotherperson.

• Towards this end, the Corporation has framed and adopted Conduct,Discipline and Appeal rules and Standing Orders which govern theconductofManagementEmployeesandworkmen.VigilanceDept.oftheCorporationisalsoempoweredtoinitiateinvestigationsonitsownandactoncomplaintsreceivedfrompublic/employees,withregardtoviolationofCorporation’srulesandproceduresintheconductofbusiness.

• AnyactualorpotentialviolationoftheCorporation’srules,regulationsandpolicygoverningtheconductofbusinessisamatterofseriousconcernfortheCorporation. TheCorporation is, therefore, committed to developinga culturewhich is safe for employees -Officers andworkmen can raiseconcernsaboutinstances,ifany,wheresuchrules,regulationsandpolicyguidelinesarenotbeingfollowedinfurtheranceofbusiness.

• Theobjectiveofthispolicyistobuildandstrengthenacultureoftransparencyand trust in the organization and to provide employees - officers andworkmen,withframework/procedureforresponsibleandsecurereportingofimproperactivities(whistleblowing)andtoprotectemployeeswishingtoraiseaconcernaboutimproperactivity/seriousirregularitieswithintheCorporation.

2. Eligibility :

AllemployeesoftheCorporationareeligibletomake“ProtectedDisclosures”.

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3. WhistleBlower-Role&Disqualifications:

A) Role :

• TheWhistleBlower’srole is thatofareportingpartywithreliableinformation.

• The Whistle Blower is not required or expected to conduct anyinvestigationsonhisown.

• The Whistle Blower does not have any right to participate ininvestigations.

• Protected Disclosure will be appropriately dealt with by theCompetentAuthority.

• The Whistle Blower shall have the right to be informed of thedisposition of his disclosure except for overriding legal or otherreasons.

B) Disqualifications:

• Genuine Whistle Blowers will be accorded protection from anykindofunfairtreatment/victimization.However,anyabuseofthisprotectionwillwarrantdisciplinaryaction.

• WhistleBlowers,whomakeanyprotectedDisclosures,whichhavebeensubsequentlyfoundtobemotivatedormalafideormaliciousorfrivolous,baselessorreportedotherwisethaningoodfaith,willbeliablefordisciplinaryactionaspertheapplicatbleServiceRules.

• Whistle Blowers, who make three Protected Disclosures, whichhavebeensubsequentlyfoundtobemalafied,frivolous,baseless,maliciousorreportedotherwisethaningoodfaith,willbedisqualifiedfromreportingfurtherProtectedDisclosureunderthispolicy.

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4. Protection :

TheidentityoftheWhistleBlowershallbekeptconfidential

• NounfairtreatmentwillbemetedouttoaWhistleBlowerbyvirtueofhis/herhavingreportedaProtectedDisclosureunderthePolicy.

• Complete protection, will be given toWhistle Blower against any unfairpractice like teteliation, threator intimidationof termination / suspensionofservice.disciplinaryaction,transfer,demotion,refusalofpromotion,oralikeincludinganydirectorindirectuseofauthoritytoobstructtheWhistleBlower’srighttocontinuetoperformhisduties/functionsincludingmakingfurtherProtectedDisclosure.

• IftheWhistleBlowerisrequiredtogiveevidenceincriminalordisciplinaryproceedings,arrangementswillbemadefortheWhistleBlowertoreceiveconnectionwith theabove, towards traveletc.willbe reimbursedaspernormalentitlements.

• A Whistle Blower may report any violation of the above clause to theCompetentAuthoritywhoshallinvestigateintothesameandtakecorrectiveactionasmayberequired.

• AnyotheremployeeassistinginthesaidinvestigationshallalsobeprotectedtothesameextentastheWhistleBlower.

Sexual Harassment of Women at workplace :

HPCLbelievesthatallitsemployeeshavetherighttoworkwithdignitywhichincludesthe right to a gender sensitive work environment. The Corporation is, therefore,committedtotakemeasurestoeliminateallformsofdiscriminationandcreateahealthyworkenvironmentwhichenablesemployeestoworkwithoutfearofprejudice,genderbiasandsexualharassment.TheCDARulesapplicabletoManagementemployeesandtheStandingOrdersapplicabletoworkmen,accordinglylist,interalia,anyactofsexualharassmentofanywomenatherworkplaceasamisconduct.

GuidelineshavebeendevelopedtoensurethatemployeesstrictlycomplywithandadheretotheprovisionsofTheSexualHarassmentofWomenatWorkplace[Prevention,ProhibitionandRedressal]Act,2013[ReferredhereafterasSHWW(PPR)Act].

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SalientfeaturesoftheSHWW[PPR]Act2013,asadoptedbyHPCLareasunder:

1 Prevention of sexual harassment :

• Nowomanshallbesubjecttosexualharassmentattheworkplaceasdefinedabove.

2 The ICC, in addition to redress of complaints, will also :

Recommend measures to create healthy work environment and arrange forworkshops,trainingprogramsandawarenessprograms,debatesanddisplayofpostersandotherpublicitymeasures,forgendersensitizationofemployeesattheworkplace.

3 ProcedureforfilingComplaints:

• Complaintsof sexualharassmentat theworkplaceshouldbesubmittedbytheaggrievedwomentothePresidingOfficeroftheInternalComplaintsCommitteeconcernedinwritingwithcontactdetailswithinaperiodofthreemonthsfromthedateoflastincident.Thecomplaintshouldbeenclosedina sealedenvelopesuitably superscribed - “SHWW (PPR)Complaint” andaddressedtoPresidingOfficer.InternalComplaintsCommitteewithremarks“tobeopenedbyAddresseeonly”.

• Where suchcomplaints cannotbemade inwriting, thePresidingOfficeroftheInternalComplaintsCommittee,asthecasemaybeshallrenderallreasonableassistance[asprovidedintheSHWW(PPR)Act]tothewomenformakingthecomplaintinwriting.

4 Procedure for Registration and Redressal of Complaints :

• Registration of Complaints :

ThePresidingOfficer/SecretaryoftheInternalComplaintsCommitteeshalllogdetailsof thecomplaint-Sr.No.,Dateofreceipt,Nameofaggrievedwoman, Name of respondent, in a Complaints Register specificallymaintained for this purpose. The Presiding Officer/Secretary shall alsomonitoratregularintervalsnotexceeding15days,theprogressmadeandactiontakenforredressalofthecompliant.

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• Redress Procedure where the respondent is a regular employee of the Corporation :

(i) TheCommitteeshall,incaseswheretheaggrievedwomanrequestin writing that the matter be settled through conciliation, takestepstosettlethroughconciliation,takestepstosettlethematter

betweenthecomplainantandtherespondentthroughconciliation.

Whereasettlementisarrivedat,theInternalComplaintsCommittee

shallrecordthesettlementsoarrivedandforwardthesametothe

DepartmentHeadconcernedtotakefurtheractionrequired.

Copiesofthesettlementshallbeprovidedtotheaggrievedwoman

andtherespondentandthemattertreatedasclosed,i.e.,nofurther

inquiryshallbeconductedbytheInternalComplaintsCommittee.

(ii) Incasewheretheaggrievedwomandoesnotdesire tosettle the

matter through conciliation, the Internal Complaints Committee

shall, proceed to conduct the fact finding, inquiry as to whether

there is a ‘prima facie’ case against the respondent/whether the

allegationofsexualharassment,hasbeenproved/theallegationof

sexualharassmenthasnotbeenproved.

Oncompletionofthefactfindinginquiry,theInternalComplaints

Committee shall submit its report in writing to the Disciplinary

Authority concerned as to the existence of a ‘prima facie’ case

of sexual harassment against the respondent as to whether the

allegationofsexualharassmenthasbeenproved/astowhetherthe

allegationofsexualharassmenthasnotbeenproved.

(iii) Ineithercase(i)or(ii)above,theICCshallsubmititsreporttotheDepartmentHeadconcernedwithinaperiodof30daysofregistrationofthecomplaint.

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(iv) TheDepartmentHeadshallwithinaperiodofsevendaysofreceiptof the Report of the ICC, take further action, as recommendedby the ICC or as required in terms of the CDA Rules applicableto Management employees/Standing Orders applicable to the

workmanconcerned.

Employee Engagement Initiatives :

HPCLhasdeployedvariousinterventionsaimedatimprovingemployeeengagementamongstitsemployeesandtheirfamilies.TheseincludetheYUVANTAGEplatformforemployeesinGenYcategory,InternationalWomen’sDayCelebrations,AnnualSportsMeet,AnnualHindiDay,Alumnimeets,Reboot,EmployeeConnectetc.

Corporate Social Responsibility :

HPCLasaresponsibleCorporateCitizenhasmultiprongedpurposeofdevelopingandservingtheassociatedcommunity,therebyenablingsustainabilityinachievementofbusinessgoals.CSRactivitiesofHPCLaspiretoreachcommonpeople,especiallytheunder-privilegedsoastofacilitateimprovementinthequalityoftheylive.

RetirementBenefits:

HPCLHRisdedicatedtoensureeffectivecateringofcommittedpost-retirementbenefitstotheretiredemployees.Pre-retirementworkshopisconductedforallcategoriesofemployeesonfinancialmanagement andotherpost-retirement issues.Periodicallyagreedpensionplansandmedicalassistancearealsoinplace.

HPCLHRiscommittedtotakeprogressivestepscontinuallyandseeabenchmarkintheindustrytodelightingstakeholdersinatransparentandeffectivemanner.

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11RIGHT TO INFORMATION ACT 2005 -

A BRIEF

The dictum “Knowledge is Power” is truly applicable to the modern world and

informationisthemostimportantmeanstoacquireknowledge.

The information in thepossessionof thePublicAuthorities,by itselfdoesnotgive

anyaddedvaluetothepublic.Thisinformationbelongstothepublicandheldforthe

benefitofthepublic.

UNGeneralAssemblyrealizedthisandhasresolvedthattheFreedomofinformation

is a fundamental human right and touchstone for all freedoms towhich theUN is

consecrated.TheCommonwealthHumanRightsInitiativepropoundsthattherightto

informationunderpinsallotherhumanrights.

Inthisdirection,theRighttoInformationAct2005,whichcameintoeffectfrom12th

October2005,empowersthepeopleofIndiawithfreeflowofinformationfromthe

Government.

Furtherdetailsareaccessibleat

http://www.hindustanpetroleum.com/righttoinformationact

HPCLhasprepareditsInformationManualasperrequirementsofSection4oftheRTI

Act2005,whichisaccessibleathttp://www.hindustanpetroleum.com/rtiinfo_manual

HPCLvaluessuggestionsfordevelopmentoftheInformationManual.Youcansubmit

yoursuggestionstotheNodalOfficer,[email protected]

Nodal Officer as per requirements of DOPT circular No.1/32/2007-IR dated

14th November, 2007 for RTI Queries and First Appeals is DGM-RTI. He can be

contactedatHPCL,PetroleumHouse,17JamshedjiTataRoad,Churchgate,Mumbai

400020.Telephone02222863618.

12

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COMPLAINT / PUBLIC GRIEVANCE REDRESS MECHANISM

13

Aconsumerwhowishestoregistercomplaintaboutanyproductorservicemaylodgethesamebyanyoneofthefollowingmethods:

1. Availability of Complaint / Suggestion Book at HP Gas Distributors & Petrol Pumps: As per the MDG (Marketing Discipline Guidelines) Provisions, it ismandatory for thedealers /distributors tomaintainaSuggestion /ComplaintBook andmake the sameavailable to the customersondemand.Amessageindicating availability of this book is also prominently displayed at the retailoutletsandgasagencies.Thefieldofficergoes through theComplaintsBookduring the inspection, for which a specific provision has been made in theinspectionreport.Thecomplaintsareattendedtobycontactingthecomplainant,wherevernecessary,bytheOfficersoractionistakenbasedoninputgivenbythecustomers.

2. Display of Contact No. and Address at Retail Outlets / HP Gas Distributorships:ContactdetailsoftheSalesOfficersofthecompanyareprominentlydisplayedatalltheretailoutlets/HPGasDistributorships,forthebenefitofcustomerstocontactthemorwritetothem.

3. Toll Free Number, Call Centers:Inordertohaveconvenient,easyandeffectivewaytoenablecustomerstoregistertheircomplaintsandfollowthemup,twoallIndiaTollFreenumbers18002333555and155233areinplaceforregistrationofcomplaints.

4. Web based complaints:CustomerscanalsoregistertheircomplaintsthroughHPCCorporateWebsite i.e.www.hindustanpetroleum.com.Once a complaintis registeredon thewebsite it automaticallygoes to theconcernedofficer forfurtheraction.Areplyissenttothecustomerbytheconcernedoffice,onceitisresolved.Thereisprovisioninthesystemwhichenablescustomerstoviewthe

statusofthecomplaintonthewebsite.

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5. Timelines for Resolution of Complaints: HPCL shall endeavor to respond tocomplaintsreceivedthroughToll-Freenumber/WebPortalwithinfourteendays,

exceptincircumstancesbeyondcontroloftheCorporationviz.Naturalcalamities,

strikes, absenteeism, systembreakdownsor in caseswarranting investigation

etc.whichmaytakelongertoconclude.Insuchcase,aninterimreplywouldbe

sent.

6. Email:Theconsumerwhoisnotsatisfiedwiththeresolutionofthecomplaintmaysendemailtomktghqo@[email protected]

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

referencesmayalsobeincluded.

7. Public Grievance:

a. DesignatedofficersoftheCorporationwillbeavailableeveryFridaybetween

4.00PMto5.00PMatallmajor locations tohear& facilitate redressalof

grievancesofthepublic.

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

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

hindustanpetroleum.com

c. AlinkhasbeenprovidedonHPCLCorporatewebsite:

www.hindustanpetroleum.com for registering Public Grievances on the

GovernmentofIndiaPublicGrievancesPortal(PG)viz.http://goo.gl/xUObQ1.

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HINDUSTAN PETROLEUM COPORATION LIMITED

REGISTERED AND HEADQUARTERS OFFICE

MARKETING HEADQUARTERS

PetroleumHouse,17,JamshedjiTataRoad,Churchgate,Mumbai400020.Email:[email protected]:www.hindustanpetroleum.comTel.:022-22863900

HindustanBhavan,8,ShoorjiVallabhdasMarg,BallardEstate,[email protected].: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 LOCATIONS14

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LPG SBU ZONAL OFFICENORTH ZONE EAST ZONE WEST ZONE SOUTH ZONEHPCL8thFloor,CoreII,SCOPEMInarComplex,LaxmiNagar,NewDelhi:10092.Tel.:011-22408300

HPCLPurbanchalBhavan,771,Anandapur,OffEM-bypassKoklata:700017.Tel.:033-66095200

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

HPCLThalamuthuNatarajanBuilding4thFloor,8,GandhiIrwinRd.,PostBox.No.3045,Egmore,Chennai:600008.Tel.:044-28549744

NORTH WEST LPG ZONE SOUTH CENTRAL LPG ZONEHPCL1stFloor,KarakaBuilding,AshramRoad,Ahmedabad:380009.Tel.:079-26484002

HPCL6thFloor,VarunTowers,SiripuramJunctionNo.1,Visakhapatnam:530003.Tel.:0891-2716703

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LPG REGIONAL OFFICES NORTH ZONEDELHI LPG RO LUCKNOW LPG RO JIND LPG ROHPCL6thFloor,Core-II,ScopeMinar,DistrictCenter,LaxmiNagarDelhi:110092

HPCLPlotNo.1,NehruEnclave,GomatiNagar,Lucknow:226110,(U.P.)

HPCLP.O.BoxNo.5,RohtakRoad,JindHaryana:126102

LONI LPG RO JAMMU LPG RO GORAKHPUR LPG ROHPCLVillage-TillShahbajpur,PostOfficeLoniDistrictGhaziabad(U.P.)Loni,Ghaziabad:201102

HPCLSIDCOIndustrialComplex,LaneNo3,Phase-II,BariBrahmanaJammu:181133

HPCLGorakhpurLPGBottlingPlant-BoaktaSahjanwa,GorakhpurUttarPradesh:273209

VARANASI LPG RO HOSHIARPUR LPG ROHPCLMoghalsaraiPOLDepot,AliNagar-SakaldihvaRd,VillageSaresaar-ChandauliUttarPradesh:232101

HPCLVillage:DhahaP.O.MandialanHoshiarpur144105

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EAST ZONEKOLKATA LPG RO BHUBANESHWAR

LPG ROJAMSHEDPUR LPG RO

HPCLP-4,OilInstallationRoad,Paharpur,KolkataWestBengal:700088

HPCLLPGBottlingPlant,P.B.No:11,Jatni,Kusumati,Jatni,KhurdaOdisha:52050

HPCLLargeSector,AdityapurIndustrialArea,PO:Kandra,DistSaraikellaJharkhand:832402

RAIPUR LPG RO PATNA LPG RO PURNEA LPG ROHPCLMandirHasaud,Raipur:492101

HPCLPatnaLPGR.O.6thFloor,LokNayakJaiPrakashBhavanP.B.No.40,DakBunglowChowkPatna:800001

HPCLPaharpurLPGProjectSite,P-4,OilInstallationRd.,Kolkatta:700088

DURGAPUR LPG ROHPCL1stFloor,ARBCenter,AutoCareCenter,Indo-AmericanMore,NH-2,Durgapur:713206

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WEST ZONEMUMBAI LPG RO NAVI MUMBAI LPG RO PUNE LPG ROHPCL1stFloor,HPFillingPlant,LUGadkariMarg,BehindHPRefinery,MumbaiMaharashtra:400074

HPCLPlotNo.1,NearNMMTDepot,Sector-20,NaviMumbaiMCMaharashtra:400705

HPCLMhalungeIngle,Chakan-TalegaonRoad,Pune,Maharashtra:410501

AURANGABAD LPG RO GOA LPG RO NAGPUR LPG ROHPCLH-1MIDC,ChikalthanaIndustrialArea,PostBoxNo.91,AurangabadMaharashtra:431210

HPCLPlotNo.150,KundaimIndustrialEstate,Kundaim,NorthGoaGoa:403115

HPCLNearKhapriRlyStation,WardhaRoad,Khapri,NagpurMaharashtra:441108

SOLAPUR LPG ROPlotNo.F-5,MIDCChincholiSolapur413255

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SOUTH ZONECHENNAI LPG RO KOCHI LPG RO BENGALURU LPG ROHPCLPetroBhavan,2ndFloor,NewNo.82(Old#47),TTKRoad,Alwarpet,ChennaiTamilNadu:600018

HPCLSeaport-AirportRoad,Irumpanam,ErnakulamKerala:682309

HPCLNo.3&4,WhitefieldRoad,MahadevapuraPO,Bangalore,Karnataka:560048

MANGALORE LPG RO HUBLI LPG RO MADURAI LPG ROHPCL2ndFloor,DeoGratiasBuilding,Chilimbi-UrvaStores,Mangalore:560006

HPCL165/166,KiadbIndl.Area,Belur,DharwadKarnataka:580011

HPCLNo.171-172,PhaseIISIDCOIndustrialEstateKappalurMadurai625008

SOUTH CENTRAL ZONEANANTHAPUR LPG RO HYDERABAD LPG RO VIJAYAWADA LPG ROHPCLNH-44,TaticherllaVillage,Vadiyampeta(Post),Ananthapur:515731AndhraPradesh

HPCLPostBagNo2,Cherlapally,HyderabadAndhraPradesh:500051

HPCLIndustrialDev.Area,Kondapalli,KrishnaAndhraPradesh:521228

VIZAG LPG ROHPCLHPPetroPark,PortConnectivityRoad,Visakhapatnam:530009AndhraPradesh

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NORTH WEST ZONEGANDHINAGAR LPG RO HAZIRA LPG RO JAIPUR LPG ROHPCLCharaSonipurRoad,Sardav,GandhinagarGujarat:382640

HPCLHaziraLPGBottlingPlant,POIchhapore,HaziraSurat:394510

HPCLJaipurLPGR.O.1stFloor,JeevanNidhi-2LICBldg.,AmbedkarCircle,BhawaniSinghRoadJaipur:302005

JODHPUR LPG RO JABALPUR LPG RO INDORE LPG ROHPCLBhagatKiKothi,JodhpurRajasthan:342005

HPCLPlotNo1-2,Phase-2,ManeriIndustrialArea,ThesilNiwas,MandlaMadhyaPradesh:481886

HPCLNearMangliaRlyStation,Rahulkhedi,A.B.Road,NH3,IndoreMadhyaPradesh:453771

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

HPCLHameerHouse,3rdFloor,LowerChakkar,ShimlaHP:171005

HPCL2ndFloor,S.J.TowerSector13,ToshamRoadHissar125005

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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 RO SOLAPUR ROHPCLGautamNagarP.O.GovindpuraBhopal:462023

HPCL74-75GolBazarShaheedSmarak,NearGangotriApartmentJabalpur:482002

HPCLHPCLPakniIRDNearRailwayStationPakniSolapur–413242

NAGPUR RETAIL ROHPCLPostBoxNo.8OrientalBuildingS.V.PatelMargNagpur440001

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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

NELLORE RO WARANGAL ROHPCLNelloreRegionalOfficeH.No.16-15-986-2,AARVEEHouseNearKrishnaMandiramChildren’sParkMainRoadNellore–524002

HPCLDNo1-1-254,PrasanthNagarSriSitaramaTempleRoadKazipet,WarangalDistKazipet,Warangal–506004

94

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 RO KANPUR RO VARANASI RETAIL ROHPCL94,GovindNagar,RaceCourseDehradun:248001

HPCLC/oRKPLProjectOffice3rdFloor,123/788G-1PlotNo52-T/15,FactoryAreaFazalganjKanpur–208012

HPCL2NDFloor,NorthSquareBuildingNearIPMall,ShastriNagarSigraVaranasi–221002

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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

HPCLHPCLPetrolPumpAmbalalPark,WaterTankRd.KarelibaugVadodara:390018

HPCLTelBhavan,1stFloorUniversityRoadRajkot:360005

KOTA ROHPCLHPCLPetrolPumpM/sKotaServiceStationNearKotraiChorahaGumanpuraKota–324007

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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 BENGALURU RETAIL RO BELGAUM RETAIL ROHPCLNearRailwayStationCuddapah:516004

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

HPCLRaniChennamaNagarSambhajiRoad,P.B.No.529Belgaum:590006

MANGALORE RETAIL ROHPCL1stfloor’DeoGratias’BuildingChilimbi,UrwaStoresMangalore:575006

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http://www.hpgas.com

http://www.retail.in

http://www.hplubes.com

http://www.pgportal.gov.in

http://www.cpgrams-darpg.nic.in

http//www.dpg.gov.in

http://www.darpg.gov.in

http://www.rti.gov.in

IMPORTANT WEBSITES14

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Unresolved Grievances Bothering You ?You may seek help of Directorate of Public Grievances [DPG] in resolution of

Grievances relating to Ministries / Departments and Organizations under its

Purview. In last few years, nearly ninety percent of the grievances taken up by the

Directorate have been resolved favourably.

Please read carefully the conditions listed below before lodging your grievance :

• YoushouldhaveexhaustedtheDepartmentalremediesforindividualgrievances

• Yourgrievanceshouldnotrelatetoservicematter[otherthanpaymentofterminalbenefitslikegratuity,GPF etc.], a case disposed off at the level of Minister of the concerned Department, commercial contract, a subjudice case, a case where quasi-judicial procedures and applellate mechanisms are prescribed for decision making, RTI matter, Religious matter.

• Suggestionofanysortwillnotbetreatedasgrievance.

List of Ministries /Departments/Organizations under DPG’s purview

[a] Ministry of Railways [i] PublicSectorBanks

[b] Department of Posts [j] PublicSectorInsuranceCompanies

[c] Department of Telecommunications including BSNLandMTNL

[k] NationalSavingSchemeofMinistryofFinance

[d] Ministry of Urban Development including Delhi DevelopmentAuthority,Land&DevelopmentOffice,SPWDandDirectorateofEstates

[l] ESI Hospitals and Dispensaries directlycontrolled by Employees State InsuranceCorporation under Ministry of Labour andEmployment

[e] Ministry of Petroleum and Natural GasincludingitsPublicSectorUndertakings

[m] Employees’ProvidentFundOrganization

[f ] Ministry of Civil Aviation including AirportsAuthority of India and Air India

[n] Regional Passport Authorities under Ministry ofExternalAffairs

[g] Ministry of Shipping, Road Transport andHighways

[o] Central Government Health Scheme underMinistryofHealthandFamilyWelfare

[h] Ministry of Tourism [p] CentralBoardofSecondaryEducation,KendriyaVidyalaySangathan,NationalInstituteofOpenSchooling,NavodayaVidyalayaSamiti,CentralUniversities,DeemedUniversities[Central]andScholarshipSchemes

[q] Ministry of Youth Affairs

CABINET SECRETARIATDIRECTORATE OF PUBLIC GRIEVANCES

GOVERNMENT OF INDIA

Note : You can lodge your Contact us at :Grievance online on our website TheSecretary

http://dpg.gov.in. Directorate of Public Grievances

Youmayalso 2ndFloor,SardarPatelBhawan,SansadBhawan,NewDelhi100001

sendyourgrievancetousbypostor Tel:011-23743130,011-23741228,011-23363733

faxwithcompleteinformationand Fax:011-23345637,e-mail:[email protected]

relevantdocuments Website:http://dpg.gov.in

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क्या आप अनसूलझी शिकया्तों से परेियान हैं ? आप लोक शिकायत निदेिालय के काय्य क्ेत्र के अतंर्यत मंत्रालयों /विभागों और संगठिों से संबंधित शिकायतों के समािाि के शलए लोक शिकायत निदेिालय की सहायता ले सकत ेहैं। वपछले कुछ सालों में, इस निदेिालय दिारा उठाई गई लगभग िबबे प्रनतित शिकायतों का

संतोषजिक समािाि ककया गया है।

अपनी शिकया्त दर्ज करयाने से पहले कृप्या नीचे दी गई िततों को ध्यानपूर्जक पढें:- • आपिे अपिी शिकायतों को समबधित विभाग के समक् समािाि हेतु प्रसतुत कर शलया हो। • आपकी शिकायत सेिा मामले ( गे्चयुटी,जीपीएफ इतयादद जैसे सेिांत दहतलाभों के भुगताि के अलािा) संबंधित विभाग

के मंत्री के सतर पर निपटाए गए मामले, िाणिज्यक अिुबंि,नयायािीि मामले. ऐसे मामले जहां निि्यय लेिे के शलए अद्यिनयानयक पधदनत और अपीशलय प्रकरियाएं नििा्यररत ेकी गई है. आरटीआई मामले, िाशम्यक मामले से संबंधित ि हो।

• ककसी भी प्रकार के सुझाि को शिकायत रुप में िही मािा जाएगा।

लोक शिकया्त ननदेियाल् के कया््जक्ेत्र के अतंग्जत आने रयाले मतं्रयाल्ों/ वरभयागों/संगठनों की सूची

(क) रेल मंत्रालय (ज) साि्यजनिक क्ेत्र के बैंक

(ख) डाक विभाग (झ) साि्यजनिक क्ेत्रों की बीमा कंपनिया

(ग) बीएसएिएल और एमटीएिएल सदहत दरूसंचार विभाग (त्र) वित्त मतं्रालय की राष्ट्ीय बचत सकीम

(घ) ददलली विकास प्राधिकरि, भूशम और विकास काया्यलय, सीपीडबलयडूी और समपदा निदेिालय सदहत िहरी विकास मतं्रालय |

(ट) श्रम और रोजगार मतं्रालय के अतंग्यत कम्यचारी रा्य बीमा निगम नियंत्त्रत ईएसआई असपताल और औषिालय |

(ठ) कम्यचारी भविष्य निधि संरठि

(ङ) पेट्ोशलयम और प्राकृनतक गैस मंत्रालय, इसके साि्यजनिक क्ेत्र के उपरिम सदहत

(ड) विदेि मंत्रालय के अतंग्यत क्ेत्रीय पासपोट्य प्राधिकरि

(च) भारतीय विमािपत्ति प्राधिकरि और एअर इंडडया सदहत िागर विमािि मतं्रालय

(ढ) सिास्थ और पररिार कलयाि मतं्रालय के अतंग्यत कें द्ीय सरकार सिास्थ योजिा

(छ) कें द्ीय माधयशमक शिक्ा बोड्य, कें द्ीय विदयालय संगठि, राष्ट्ीय मुकत विदयालयीय संस्थाि, ििोदय विदयालय सशमनत, कें द्ीय विशिविदयालय समविशिदयालय(कें द्ीय) और मािि संसािि विकास मंत्रालय की छात्रितृ्ती सकीमें।

(ि) पय्यटि मंत्रालय

(त) युिक काय्यरिम मंत्रालय

(्थ) पोत पररिहि, सडक पररिहि और राजमाग्य मंत्रालय

मतं्रिमडंल सत्िवालय लोक त्िकायत त्िदेिालय

भयारत सरकयार

िोट: आप हमारी िेबसाइट हमसे यहां संपक्य करें:-http:// dpg.gov.in पर सधचिअपिी शिकायत दज्य कर सकत ेहै । लोक शिकायत निदेिालय आप अपिी शिकायत, संपूि्य सूचिा दसूरा तल, सरदार पटेल भिि, संसद माग्य, िई ददलली- 110001और संगत दसतािजों के सा्थ दरूभाष : 011-23743139, 011-23741228, 011-23363733हमें डाक/फैकस फैकस : 011-23345637या ईमेल दिारा भेज सकत ेहै। िेबसाईट : http://dpg.gov.in

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