petrol pumps (retail outlets) 1
TRANSCRIPT
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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?
Theanswerstotheabovequeriesaregivenbelow:
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.
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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
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insuranceontheCNGsystem,forwhichadditionalpremiummaybecharged
bytheinsurancecompany.
• MotoristsshouldtaketheinsurancecoverfortheadditionalCNGkitsystem.
• InstallationofCNGinthevehicleisrequiredtobeendorsedintheVehicle
RegistrationCertificatebylocalRTO.
6. For more information, visit: www.hindustanpetroleum.com
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• WhatisKerosene?
• WhatisPDSKerosene?
• Howitisdistributed?
Theanswerstotheabovequeriesaregivenbelow:
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
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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
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DOING THE RIGHT THINGS, THE RIGHT WAY - CORPORATE GOVERNANCE
CorporateGovernance
PublicGrievanceRedressal
CorporateGovernance
IntegrityPact
Right ToInformation
Act
Vigilance
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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.
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COMPLAINT / PUBLIC GRIEVANCE REDRESS MECHANISM
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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.
82
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
89
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
90
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
91
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
92
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
93
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
96
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