HINDUSTAN PETROLEUM CORPORATION LTD.

CITIZEN’S / CLIENT’S
CHARTER
Version 1

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 TABLE OF CONTENTS

• OBJECTIVE OF CITIZENS’ / CLIENTS’ CHARTER

• HPCL’S MISSION & VISION
• INTRODUCTION TO CITIZENS’ & CLIENTS’ CHARTER

CHAPTERS
1. PETROL PUMP (RETAIL OUTLETS)........................................09
2. AUTO LPG...............................................................................16
3. CNG.........................................................................................21
4. KEROSENE..............................................................................25
5. LPG..........................................................................................27
6. DIRECT SALES - LUBRICANTS, GREASES &
SPECIALTIES...........................................................................38
7. AVIATION.................................................................................43
8. PROJECT & PIPELINES...........................................................47
9. HUMAN RESOURCES.............................................................53
10. RIGHT TO INFORMATION ACT...............................................62
11. Complaint / .................... Public Grievance Redressal
Mechanism...........................................................................63
12. HPCL LOCATIONS...................................................................65
13. IMPORTANT WEBSITES.........................................................77

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 CITIZENS’ / CLIENTS’ CHARTER

The main objective of Citizens’/Clients’ Charter

is to improve the quality of public services.

This is done by letting people know the

mandate of the Corporation, how to reach

Company’s officials, what to expect in term

of services and how to seek a remedy in case

of problem.

The Citizen’s Charter by itself, does not

create any legal rights, but it surely helps in

enforcing existing rights.

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 Mission & Vision

Our Mission
HPCL, along with its joint ventures, will be a fully
integrated company in the hydrocarbons sector of
exploration and production, refining and marketing;
focusing on enhancement of productivity, quality and
profitability; caring for customers and employees;
caring for environment protection and cultural heritage.

It will also attain scale dimensions by diversifying into

other energy related fields and by taking up transnational
operations.

Our Vision
To be a World Class Energy Company known for
caring and delighting the customers with high quality
products and innovative services across domestic
and international markets with aggressive growth
and delivering superior financial performance. The
Company will be a model of excellence in meeting
social commitment, environment, health and safety
norms and in employee welfare and relations.

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 INTRODUCTION

CITIZENS’ / CLIENTS’ CHARTER

A. What is Citizens’/Clients’ Charter ?

The Citizens’ / Clients’ Charter (CCC) is a written declaration by a Government

Department / Organization that highlights the standards of service delivery that
it subscribes to, avenue for grievance redressal and other related information.
In other words, it is a set of commitments made by a Department to the Citizens’
/ Clients’ groups with respect to standards of service which it delivers. Though
not enforceable in the court of law, the CCC is intended to empower citizens and
clients so that they can demand committed standard of service and avail remedies
in case of non-compliance by service provider organization. This exercise, if
appropriately conceived and carried out can enthuse and enable organizations to
tune their planning, policy and performance 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 not merely to respond to
their demands but also to anticipate them. Since 1996, a consensus has evolved
in the Government on effective and responsive administration. It was with this
background that in the Conference of Chief Ministers of States and UTs held
on 24, 1997, and presided over by the then Prime Minister, an Action Plan for
effective and responsive Government at the Centre and State levels was adopted.
One of the major decisions taken in the Conference was that Departments would
formulate Citizens’ Charters starting with those sectors that have large public

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 interface. Since then various Government Departments / organizations have
made their CCCs. In the Central Government, Department of Administrative
Reforms and Public Grievances (DARPG) has been entrusted with the task of
coordinating and operationalizing the CCC.

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

perception of a Government, but it is not necessarily a sufficient one. Citizens
and clients also expect that results should be delivered with courtesy within a
reasonable time frame. Towards this end, in its meeting of January 28, 2010,
it was decided by the High Power Committee on Government Performance to
include Citizens’ / Clients’ Charter in the Results Framework Documents (RFDs) of
all 62 departments for the year 2010-2011.

The RFD provides a summary of the most important results that a department
expects to achieve during the financial year. The document has two objectives:

(a) To move the emphasis of the department from process-orientation to result-

orientation, and

(b) To provide an objective and fair basis to evaluate the department’s overall
performance at the end of the year. It means that departments set their own
targets consistent with those agreed with the Planning Commission and
the Ministry of Finance. These RFDs are vetted by an independent body of
non-government experts and are placed on the respective website of the
departments. RFD is part of the Performance Monitoring and Evaluation
System (PMES), approved by the then Prime Minister in 2009. For further
details visit : 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

way back in 1997, the track record of implementation in the beginning was less
than satisfactory. In spite of strong endorsement by the Second Administrative
Reforms Commission, only a handful of departments in the State and Central

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 Government drafted CCCs. The quality of CCC drafts was also not very satisfactory
and most of them were drafted as a mere formality without any rigorous quality
control over the commitments. As a result, these CCC drafts were neither useful
for measuring performance of departments with respect to this important aspect
nor were there any actions specified for failing to meet the commitments listed in
CCCs.

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

The then Cabinet Secretary, in the year 2009, asked the Performance Management
Division (PMD) to look into the ways of improving implementation record with
respect to CCCs. It was observed that departments were not taking the CCC
exercise seriously as there was no action for non-compliance. In view of the
above findings, it was decided by the High Power Committee on Government
Performance to include development and implementation of Citizens’ / Clients’
Charter (CCC) and Grievance Redressal Mechanism (GRM) as mandatory
indicators in the RFDs for 2013-14 of all 62 departments.

C. Recent implementation efforts :

With the above decision, the Performance Management Division (PMD), Cabinet
Secretary, has worked closely with the DARPG to develop a set of user-friendly
Guidelines for implementing Sevottam Compliant Citizens’ / Clients’ Charter and
Grievance Redressal Mechanism. These Guidelines have been further refined
after getting stakeholders’ feedback. PMD also collaborated with DARPG to
organize series of workshops on designing and implementing Citizens’ / Clients’
Charters and Grievance Redressal Mechanism in Government departments.

PMD in collaboration with National Informatics Centre (NIC) designed a software

to enable departments covered under the RFD Policy to create on-line Citizens’
/ Clients’ Charter (CCC). This is the first of its kind software which has greatly
improved the quality and made CCCs more meaningful as it lays accountability

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 for implementing them. To ensure effective implementation and usage of this
software, PMD organized several trainings / workshops in collaboration with NIC.

Keeping with the motto “what gets measured gets done”, PMD organized several
meetings with departments to review progress in implementing the Citizens’ /
Clients’ Charter and to get feedback on functioning of respective department’s
CCCs. These meetings were organized for all 62 departments who were requested
to present their progress to the members of the Ad-Hoc Task Force (ATF) dealing
with their department.

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

distinguished academicians from leading management institutes, former
Secretaries to Government of India, Chief Secretaries, private sector management
experts and former Chiefs of public enterprises. In addition to reviews by PMD
and ATF, these CCCs were also reviewed by a team from the Indian Institute of
Management, Bangalore (IIMB). The feedback on each CCC was conveyed to
respective departments and revised CCCs were incorporated accordingly.

Source: Adapted from Government of India Citizens’ & Clients’ Charter.

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 PETROL PUMPS (RETAIL OUTLETS)
1
• What are Retail Outlets / Petrol Pumps ?

• What is available at Retail Outlets ?

• What are Petrol / Diesel / CNG / Branded Fuels ?

• What are the mandatory facilities / services available at Retail Outlets ?

• How Quality / Quantity are maintained at Retail Outlets ?

• How to lodge a complaint ?

The answers to the above queries are given below :

1. What is Petrol Pump ?

• The most common point of contact of customers with Oil Industry is the
Petrol Pump. In Oil Industry parlance, Petrol Pumps are referred to as Retail
Outlets (ROs).

• As per the existing Government policy, Petrol Pumps can be set up by Public
Sector Oil Companies as well as Private Sector Oil Companies dealing in
storage and distribution of petroleum products as per guidelines. Presently,
the Oil Companies engaged in retail business of automotive fuels are IOC,
HPC, BPC, NRL, MRPL, ONGC, RIL, Essar and Shell.

2. Products Marketed at Retail Outlets :

• Petrol, in technical language is called “Motor Spirit” (MS). It is mainly

used in passenger vehicles such as 2 / 3 wheelers and cars. At present,
HPCL markets two types of Petrol across the country, i.e. normal Petrol and
branded Petrol.

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 ú Normal Petrol: Normally used as a fuel for spark ignition internal
combustion engines such as passenger cars, two wheelers, three
wheelers, etc.

ú Branded Petrol: This is preferred by new generation vehicles. It is

slightly costlier than normal Petrol. It has additives for optimizing
performance of vehicles. It is sold under the brand name “poWer”.

ú poWer provides benefits like cleaning and prevention of carbon

deposits, reduced smoke / emissions, better acceleration & pick up
and smooth driving experience.

ú Ethanol Blended Petrol : The Ministry of Petroleum & Natural Gas

has notified marketing of Ethanol Blended Petrol (EBP). The Practice
of labeling on the pump is recommended for ethanol marketing.
To ensure presence of ethanol, EBMS field test is recommended in
the specification of EBMS and also under MDG. The customer can
detect ethanol by mixing 100 ml of EMBS with 30 ml of water and by
following field test procedure as described in specification / MDG.

• High Speed Diesel (HSD): HPCL markets two types of Diesel across the
country i.e. Normal diesel and Branded diesel.

ú Normal Diesel : These are used in heavy commercial vehicles,

buses, tractors, motor cars, pump sets and in various other diesel
engine driven applications.

ú Branded Diesel : This is preferred by new generation vehicles and

is sold by HPCL under the brand Name “Turbojet”, which contains
multi-functional additive that enhances the performance of new
generation vehicles and ensures peak engine performance.

• Lubricants : This is a vital product for healthy life of an engine. A lubricant

is a viscous product used in the engine for its smooth functioning. Different
grades of lubricants are needed for different engines, gear box and other
components. The RO dealer can guide on the recommended grade of
lubricant for the vehicle. HPCL regularly develops new products to cater to
different needs of the customers.

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 • Compressed Natural Gas (CNG): CNG is an environment friendly fuel
and available in major towns where it has been introduced depending on
availability of Grid and Gas.

ú CNG is available at select outlets of the Company in some cities.

There are also stand-alone ROs for CNG in select cities.

ú CNG can be used in vehicles which are fitted with a special kit meant
for the purpose. The vehicle needs mechanical change for its use.

ú Its availability is being gradually increased in more cities / ROs.

• Auto LPG:

ú ALPG meets BIS standard IS:14861 which has Octane Number of 88

(minimum).

ú ALPG is a clean and environment friendly fuel.

3. Facilities provided at Retail Outlets:

• Facilities: A Retail Outlet is not just a place for meeting fuel needs. It offers
a range of services which can be classified as under:

ú Mandatory Facilities: These are the facilities which every retail outlet
must provide. These include free air, display of working hours and
display of name and telephone number of oil company personnel
for the convenience of customers. First Aid Box, toilet and safety
equipment as per statutory requirements such as fire extinguishers
and sand buckets etc. are also available at retail outlets.

ú Other Facilities: For the convenience of customers these additional

facilities may be provided by dealers at the retail outlet premises.
These include water-coolers, convenience stores, snack bars,
dhabas and rest-rooms, bathing and washing space for truckers,
telephone facility- PCO/STD, ATM, servicing / repair shop, tyre shop,
loyalty card program etc.

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• Quality: The term “quality” implies that the product you are buying is
meeting the prescribed specifications and is free from any contamination
or adulteration. The customers can ensure quality by carrying out specific
checks for different products as listed below :

ú Filter Paper Test (for Petrol)

a) Clean the mouth of the dispensing nozzle to remove stains.

b) Put a drop of petrol on the filter paper from the nozzle.
c) It should evaporate in about 2 minutes without leaving a stain
on the filter paper. (If the area of the filter paper where the drop
of MS was put remains pinkish, it is the colour of the MS and
not any stain). If a stain is left on the filter paper then there is a
possibility of adulteration.
ú Customer should immediately lodge a complaint if Filter paper is
not available at the Retail Outlet for testing of Petrol. It is the duty of
the Dealer to provide filter paper on demand by the customer.

ú Density Check (for Petrol and Diesel, including branded fuels)

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

(American Society for Testing of Materials) conversion charts are
required to carry out density test. Hydrometer is a very simple
instrument for measuring density of any liquid, which is different
for petrol and diesel.
b) Fill about 3/4th of the jar with the product taken through nozzle of
the Dispensing unit.
c) Dip the thermometer and hydrometer in the jar and record the
temperature and density.
d) The actual density observed is then converted to density at
15 degree centigrade with the help of conversion chart. This
converted density is then compared with the reference density
taken from the density register maintained by the Retail Outlet.

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 ú Checks for Lubricants: Please check the seal of container, date of
manufacture and name of the manufacturer. For the convenience
of 2/3 wheeler segment, Retail Outlets generally provide self-mixing
(petrol-oil mix) dispensers, 2T dispensers and they also keep tamper
proof 2T/4T pouches.

• Quantity :

ú It is mandatory for each retail outlet to keep a calibrated 5 litre

measure, stamped by Weights and Measures Department every
year, to verify quantity.

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

variation due to any unforeseen malfunctioning of the dispensing
unit is 25 ml in 5 liters which is to be rectified immediately.

• Price : The selling prices of products are displayed prominently at the outlet.
Customers must ensure to take cash memo for every purchase.

• Other useful tips for customers : Meter to be set to zero before starting
delivery and final reading to be checked after delivery.

• Malpractices / Unauthorized Activities : In case a citizen comes across any of

the following possible malpractices, he/she may contact Company’s Officer
whose name & contact number is displayed at the Retail Outlet.

ú Adulteration : There is a Possibility of adulteration, by mixing

cheaper homogeneous products in petrol or diesel. Adulterated
product will definitely affect the performance of vehicle. In such
case, one should carry out the filter paper / density check as
explained above.

ú Short Delivery: Although all dispensing units (Machines delivering

petrol / diesel) are annually calibrated and sealed/stamped by
Weights & Measure Department and also periodically checked by
the Company Officer, there could be a possibility of tampering or

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 machine malfunctioning. As mentioned earlier, a citizen has the right
to check the quantity delivered with a duly calibrated and stamped
5-litre measure available at petrol pump.

ú Overcharging: The dealer is not allowed to overcharge for the

product sold. The prices of products are always displayed at the
retail outlets. One must ensure to take a cash memo for every
purchase.

4. Safety – Our utmost concern :

• Petroleum products are highly inflammable and are, therefore, dangerous

if not handled properly. Their handling is strictly governed by Petroleum &
Explosives Safety Organization (PESO) Rules. A Petrol Pump is a licensed
premise and all activities are carried out with strict adherence to PESO Rules.

• For the safety of all concerned, the following precautions must be observed:

ú Switch off the engine before taking delivery of fuel (to avoid possible
fire caused by spillage of fuel)

ú Please DO NOT smoke within the Petrol Pump premises.

ú Never light a match stick within the Petrol Pump premises.

ú SWITCHOFF the Mobile Phones within Petrol Pump premises.

ú It is advisable to get off the vehicle while refuelling.

ú It is not advisable to carry petrol / diesel in plastic / glass bottles.

5. Complaints :

• For any unsatisfactory service or product, customer may please bring it to the
notice of the dealer immediately or in his absence, the Manager. However,
if the explanation given by the Dealer or Manager is not satisfactory, a

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 customer can record the complaint in the Complaint and Suggestion Book
available at each petrol pump or contact Company’s Sales Officer on phone.

• A written complaint can also be sent to Company’s Sales Officer, Regional

Office or a complaint can be lodged through helpline - 1800 2333 555 or
155233. Contact details are displayed at each Retail Outlet. Complaint can also
be lodged through Website - www.hpretail.in or hindustanpetroleum.com.

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

the Complaint / Suggestion book is investigated by Company Officer and
suitable action is taken to resolve the complaint.

6. Selection of Retail Outlet Dealer :

After identifying the location for setting up retail outlet dealership, HPCL releases
an advertisement in newspapers [one English and one Hindi/Vernacular] inviting
applications from candidates belonging to the category for which the location is
reserved. The eligibility criteria, terms & conditions, and procedures for selection
are described in the advertisements as and when they are released and in the
“Brochure for Selection of Dealers for Regular & Rural Retail Outlets”. The
Brochure is available on our website:www.hindustanpetroleum.com. The same
can also be obtained from our Retail Regional Office on payment of Rs. 100/=.

Application can be made only in the prescribed format for the locations advertised
by HPCL. Completed applications have to be submitted to the concerned Regional
Office within the time limit as stipulated in the advertisement.

HPCL has got 50 Retail Regional Offices across the country. Please contact the
nearest Regional Office for any further information on the Retail Business activities
by HPCL.

For more details, please visit our website

www.hpretail.in or www.hindustanpetroleum.com.

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 AUTO LPG
2
• What is Auto LPG ?

• What are the advantages / availability of Auto LPG ?

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

• What is Auto LPG conversion kit, its components and functions ?

• Is it mandatory to get the endorsement on Registration of Vehicle after fitting

Auto LPG Kit ?

The answers to the above queries are given below:

1. Why Auto LPG (ALPG ) :

• In India, LPG has been officially recognized as an auto fuel in 2002 with
due amendments of all relevant Acts / Rules by the Central and State
governments. Use of LPG as automotive fuel is an age-old practice in various
countries.

• Advantages of Auto LPG :

ú ALPG is a clean & environment friendly fuel.

ú ALPG meets BIS standard IS:14861 which has Octane Number of 88

(minimum).

ú ALPG fitment in vehicles is safe.

ú Less pollution and smooth running.

ú Availability in major cities and towns.

• Availability of Auto LPG :

ú ALPG is available at various retail outlets of HPCL. The details of

Auto LPG Dispensing Stations (ALDS) are available on our website-
www.hindusthanpetroleum.com.

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 ú The details of operating ALDS including that of Private Marketers
can also be accessed from the website: www.iac.org.in.

• Operation of Auto LPG Dispensing Stations (ALDS) :

ú ALDS installation is governed by the guidelines of Petroleum &

Explosive Safety Organization (PESO).

ú Auto LPG is a freely priced product with no government controls/

subsidy. Each company can fix the price of ALPG based on its own
commercial considerations.

ú Auto LPG is delivered on volumetric basis.

ú The quality of Auto LPG is governed by IS: 14861.

ú Auto LPG Dispensers are periodically calibrated using a master

calibration kit.

ú In case of any grievance regarding quality and quantity of Auto LPG

delivered, the customer can make a complaint to the Sales Officer
of the company whose contact details are displayed at the ALDS.

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

ú As per CMVR 115 C, only fixed Auto LPG tank with its safety gadgets,
approved by PESO, is allowed in motor vehicles.

ú Use of cylinders, other than approved ALPG fixed tank, is highly

unsafe and prohibited under law.

ú Auto LPG tank shall neither be replaced by domestic/commercial/

industrial LPG cylinder nor with the cylinders containing any other
gases.

• General instructions for motorists :

ú LPG being highly inflammable, any hot work (welding/gas cutting/

brazing etc.) on the body or other parts of LPG driven vehicle should
only be done by trained staff at authorized work shop.

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ú Repair of LPG tank is not permitted under any circumstances.
However, repair/maintenance of Auto LPG system and its
components should be carried out at authorized workshops. Ideally,
repairs should be done by the same Retrofitter who has originally
fitted ALPG system to the vehicle.

ú Auto LPG tank and the piping system should be checked regularly
for any leakage. The Auto LPG Cylinder has to be tested periodically
in line with statutory requirements.

ú In case of leakage in the LPG system, cut off LPG supply and park the
car in open area, away from ignition sources. Move all the people to
a safe distance from the vehicle, opposite wind direction and seek
assistance of nearest authorized installer / workshop.

ú Do not use domestic or any other detachable LPG cylinder as auto

fuel, as it is a punishable offence under Law and is also highly unsafe.

ú Auto LPG re-fueling to the vehicle tank should be done only at the
authorized ALDS, through the dispensing nozzle. Do not fill domestic
LPG or any other gas in a LPG tank.

ú Domestic LPG does not meet Octane requirement of Auto LPG and
it may damage Engine in the long run.

ú After refueling LPG, please ensure that the dust plug is inserted back
on the filler valve.

ú It is recommended to run the vehicle 5-7 KMs in petrol mode after

every 100-150 Kms run in LPG mode, to keep the petrol system in
good condition.

ú It is a good practice to put the selector switch in neutral position for

a while before switching over to LPG. Switching over directly from
petrol mode to LPG may lead to engine stalling or backfire due to
mixing of both fuels.

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 ú Never tamper with any of the components in the LPG system.

ú Any other safety recommendation by vehicle / kit manufacturer

should be strictly followed.

• Auto LPG conversion kit, its components and functions :

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

assembly for converting a vehicle to run on LPG on bi-fuel mode. It
has mainly three parts:

ú ALPG tank with its accessories fixed in the boot of the car. For
3-wheeler vehicles, the auto LPG tank is installed under the driver’s
seat.

ú LPG delivery system through Vaporizer - Regulator and Ventura

Mixer.

ú LPG control mechanism - Closed loop system (ECU, stepper motor

/ Injector(s), Emulator and Oxygen sensor etc.) or open loop system
(manual power screw without any feedback mechanism)

• Auto LPG Tank (ALT) and accessories :

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

capacity for filling LPG to be used as fuel for Spark Ignition (S.I.)
motor vehicles. The tank should be approved by Chief Controller
of Explosives under Gas Cylinders Rules 1981 and must meet the
requirements as per IS:14899 (as amended from time to time)

ú Unlike normal LPG cylinder, each auto LPG tank is fitted with Multi-
Function Valve for protection of the vehicle system and safety of the
passenger and surroundings. It is an assembly for mounting on auto
LPG tank for filling and withdrawal of LPG along with safety devices
including:

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 a) Automatic fills limiter
b) Service value
c) Excess Flow Check Valve
d) Pressure Relief Valve
e) Fusible Plug
f) Content Gauge
g) Non-Return Valve on fill connector
ú Multi-function, Valve Assembly shall conform to latest Indian
Standard (amended from time to time) and approved by Chief
Controller of Explosives, PESO).

2. Approval of Transport Authority :

After installing Auto LPG kit in your vehicle, it is mandatory for you to get its
registration book endorsed by the local RTO.

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 COMPRESSED NATURAL GAS (CNG)
3

1. Specifications of CNG :

The broad range of the various Natural Gas compositions of C1, C2 and C3 is
82.43 to 99.10, 19m 7, 27 to 0.90 and 3.47 to 0.000 respectively. The average
calorific value (Kcal/SCM) is 8150 to 8950.

2. Advantages of CNG :

• Safety: Lighter than air hence, in case of leakage there is no dangerous

accumulation of gas as it disperses in the air. It is unlikely to ignite due to
High ignition temperature and Narrow range of ignition. It has lowest injury
and death rate per vehicle mile. CNG cylinders are structurally most sound
and pass the severest of tests.

• Environmental Protection: The burning of CNG does not leave behind any
impurities, Sulphur (S), Lead (Pb), and Aromatic Polycyclic Hydrocarbons. It
leaves very low level of polluting gaseous emissions without smell and dust.
In comparison to other fossil fuels, CNG prevents the reactive processes
which lead to the formation of Ozone (O3) in the troposphere.

• Economical: It is cheaper than conventional fossil fuels. It’s payback period

is short.

• Technical: CNG has a very high anti-knock index (more than 120 ON). It
does not require refining plant or any additive doses and can be used
immediately after it is produced. It has no evaporation leaks and spills like
other fuels, both during re-fueling and feeding of the car. Its combustion
produces a very low quantity of carbon deposits (permits a longer life of
lubricant oil).

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3. CNG for Automobiles -

• HPCL along with other Oil PSUs has taken initiatives to introduce CNG as a
clean fuel to reduce/control the vehicular emission.

• All types of vehicles can run on CNG by installing CNG kits. CNG kit is an
assembly of many components required to run existing vehicle on CNG.
There are few basic components, which are common in all types of kits,
irrespective of the vehicles such as CNG storage cylinder, high pressure
tube, pressure regulator, pressure gauge, change over switch, high pressure
tube fittings, refueling receptacle and air fuel mixer.

• Major components of CNG kit for carburetor fitted petrol vehicle are Pressure
Regulator, Petrol Solenoid Valve with manual over rise switch (Stops petrol
flow when operating on CNG); On-Off valve and refueling connector (Opens
or stops gas flow to the regulator and includes a refueling device); Control
Module / Change-over Switch (Electronic control component with fuel
selection switch); CNG level Indicator (LED Indicator); Gas Air Mixer; CNG
cylinder with valve, vapor bag and bracket; Petrol hose; Low-pressure gas
hose; Ignition advance processor; High pressure gas tube; Wire harness;
NRV (Non Return Valve) in petrol return line; Pressure gauge.

4. Safety -

• Safe Refilling instructions are displayed for all CNG Vehicles at CNG Station.

• Safety symbols and cautionary instructions displayed all around.

• Safety leaflets / stickers developed for awareness on specific occasions.

• Safety leaflets / stickers developed and distributed.

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

• Always refer to the supplier’s/OEM’s manual for the trouble-shooting guide

and do not do it yourself.

• In case of vehicles undergoing repairs involving welding, or heat application

to any part (within 1.5 m) of the cylinder, the cylinder should be emptied and
degassed first.

• Do not install LPG, Propane or any other cylinder in place of a CNG cylinder.
It is illegal and unsafe.

For emergency handling of any CNG leak, users must be aware of the location
and operation of cylinder valve, master shut-off valve and burst disc in the
CNG system. Study of the system and ask your mechanic to identify these
parts for you.

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

these operations to the end user’s satisfaction. It is advisable to operate the
vehicle occasionally on petrol to ensure that the petrol system remains in
good working conditions.

Other Precautions:-

• In case of leakage in fuel system, vehicles shall not be parked within 6 mtrs.
periphery of any source of ignition or fire.

• In case of vehicles undergoing repairs involving welding, or heat application

to any part (within 1.5 mtrs.v) of the cylinder, the cylinder should be emptied
and degassed first.

• The CNG kit installed in the vehicle should be insured along with vehicle
accessories. The motorist should notify the insurance company to provide

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 insurance on the CNG system, for which additional premium may be charged
by the insurance company.

• Motorists should take the insurance cover for the additional CNG kit system.

• Installation of CNG in the vehicle is required to be endorsed in the Vehicle

Registration Certificate by local RTO.

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

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 KEROSENE
4
• What is Kerosene ?

• What is PDS Kerosene ?

• How it is distributed ?

The answers to the above queries are given below:

1. What is Kerosene ?

Kerosene is a middle distillate product and is primarily used in India for cooking
and illumination purposes. Due to socio-political considerations, Kerosene has
been classified as a common man’s fuel and keeping this in view, the price of
Kerosene sold through Public Distribution System (PDS) is subsidized. In Oil
Industry parlance it is called SKO (Superior Kerosene Oil)

How is it distributed ?

• The quarterly quota for each State is decided by MOP & NG.

• The entire distribution of Kerosene within the States / UTs is monitored and
controlled by the Food and Civil Supplies Authority of the respective States
/ UTs.

• In the distribution of Kerosene, HPCL is responsible for making the product

available to their dealers as per their allocation. HPCL dealers distribute
the uplifted SKO to retailers under the direction of Food and Civil Supplies
Authorities who also decide the entitlement to each ration card holder.

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

• Kerosene being an essential commodity under the PDS, the retailers (ration
shops) are required to maintain adequate stock of the same for distribution
to ration card holders.

25
2. Kerosene Prices :

PDS Kerosene must be sold at the declared price and the consumers are not to
pay price over and above the declared price.

3. In case of Complaints :

• Complaints concerning overcharging, black marketing and non-availability

of PDS Kerosene can be lodged with the concerned State Civil Supplies
Authorities for investigation and necessary action. In case the redress is not
made by the Civil Supplies Authority, the complaint can be forwarded to
the District Collector or Secretary, Food & Civil Supplies Department of the
State.

• Complaints involving HPCL dealers can also be lodged with us for resolution
as described under section Complaint / Public Grievance Redressal
Mechanism.

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

www.hpretail.in

26
 LPG
5
Liquefied Petroleum Gas (LPG) is an environment friendly fuel used widely in household
kitchens, industries and commercial establishments. This chapter restricts to LPG
supplied under Public Distribution System for household cooking.

The Product ‘LPG’

LPG stands for liquefied petroleum gas. LPG marketed by us under the brand name
‘HP Gas’ conforms to Bureau of Indian Standards specification no. IS 4576. It can be
easily liquefied at atmospheric temperature under moderate pressure. LPG in its pure
form is colourless and odourless. However, compounds are added to give it a distinct
smell so that if leaked, it can be easily detected.

LPG Installation
LPG is used in domestic household through an installation. A typical LPG installation
consists of a cylinder, pressure regulator, LPG Hose and a gas stove. The equipment
should conform to the following standards:

Sr. No. Equipment Standards

1 LPG Cylinder IS 3196 (Part 1): 2006 and IS 3196 (Part 3)
2 Pressure Regulator IS 9798 : 1995
3 Suraksha LPG Hose IS 9573 : 1998
4 Gas Stove IS 4246: 2002
LPG meant for household use is currently marketed by PSU Oil companies in cylinders
of 14.2 Kg & 5 kg. capacities. For identification between household (PDS) & non-PDS,
the household cylinders are painted in SIGNAL RED colour. Cylinders in Oxford Blue
colour with a signal Red band carry non-subsidised LPG meant for use in commercial
and Industrial establishments.

Tare/gross weight, test date, serial number, ISI monogram, Oil marketing company’s

27
name & logo, year of manufacture etc. are embossed / painted on the cylinder. Each
Pressure Regulator (PR) also carries a serial number.

The liquid LPG vaporises at normal atmospheric pressure and temperature flows out
of cylinder to the burner head of the gas stove in air-gas mixture, in a proportion that
gets ignited when lit with a match-stick.

Public Distribution System for LPG Marketing in India

LPG meant for use as cooking fuel in household kitchens, is marketed by the Public
Sector Oil Companies, at a price declared or controlled by the Government of India.
As per Govt. of India notification dated 07.03.2014, effective 01.04.2014 each domestic
consumer is entitled to 12 subsidized LPG cylinders of 14.2 Kg / 34 cylinders of 5 Kg in
a financial year at subsidized rates. Ordinarily only one cylinder will be given to each
beneficiary every month. Beyond the subsidized entitlement, the consumers can avail
LPG cylinders at domestic non-subsidized rates.

Govt. of India has extended exemption of custom & excise duties and concession in
VAT even on the non-subsidized LPG cylinders meant for domestic use, making them
cheaper than the non-domestic/Commercial LPG cylinders.

Non-domestic consumers in the following categories shall also be treated at par with
domestic consumer for entitlement of subsidized LPG cylinders: –

• Government/Municipal Hospitals for whatever purpose they take.

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

• Canteens attached to Government Offices (Govt. includes State Govt. and local
bodies and their installation and Guest Houses etc.)

• Messes of Police, BSF and CISF in addition to kitchens and messes of the Defence
establishments.

• Canteens run on cooperative basis under Cooperative Societies Act.

• Laboratories attached to schools, colleges & research institutions.

28
• Charitable institutions registered under the Societies Act.

• Red Cross Society all branches.

For non-domestic commercial, Industrial, Automotive usage etc. LPG is sold at non
subsidized price.

Distribution Network
PSU Oil Companies have a well spread network of distributors to service LPG
consumers in the country. Expansion of distributor network is a continuous
process. Currently, there are two types of public distributor formats viz. Regular
LPG distributorships & Rajiv Gandhi Gramin LPG Vitrak (RGGLV). Appointment of
distributors is through public advertisements. Details of eligibility criteria and selection
procedure are available on our website www.hindustanpetroleum.com .

Services
Services rendered by the distributors to LPG consumers are given below:

1. Release of New LPG Connections & Additional Cylinder (Double Bottle Connection).

2. Facilities for booking LPG refill.

3. Refill Delivery – Two modes of cylinder delivery are in practice.

(a) LPG distributors deliver filled cylinders at the registered address to the
customers residing in their normal area of operation and collect empty
cylinders. Only under exceptional conditions, filled cylinders deliveries on
cash-any-carry basis (non-home delivery) are permitted & customers are
entitled to applicable rebate on “Cash-and-carry” supplies.

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

4. Transferring/Terminating the LPG connection – when a customer shifts residence

outside the distributor’s area or service reasons.

29
5. Safe custody of LPG connection : Piped Natural Gas (PNG) customers, customers
using LPG through ‘Reticulated’ system and customers who do not intend to use
the cylinder for reasonably long time can hand over their LPG Cylinder/s & DPR
to the distributor and obtain a ‘safe custody’ voucher along with refund of the
security amount.

6. Change in the Name of connection - in case of demise of the LPG connection holder
or transfer within family, regularisation of LPG connection for which document
is in someone else’s name, regularisation of connection against genuine LPG
equipment (cylinder/DPR) held without documents as per procedure approved
by HPCL.

7. Preferred Time Delivery: LPG Distributors offer a “Preferred Time LPG Delivery
Scheme” to facilitate consumers especially working men and women to get
delivery of LPG refill as per their convenience for a small premium.

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

Service Conditions Timeframe

Registration for a) Above 18 years of age Immediate
new domestic LPG b) No member of the household
connection has LPG connection under
PDS or PNG connection
c) Residing in the distributor’s
operating area
d) Produce & submit proof of
residence & identity, Know
Your Customer (KYC) form #
Release/installation a) Intimation in writing by the Seven working days
of new Connection/ distributor of Maturity of turn
DBC b) Produce & submit proof of
residence & identity
c) Submit Standard
undertaking#

30
 d) Deposit security amount##
e) Hot plate inspection
(purchased from source other
than the LPG distributor)
after payment of prescribed
Inspection charges##.
f) Inter/intra Oil Co. de-
duplication check**
Acceptance of refill When no previous refill order is Immediate
booking pending
Delivery of refill Availability of stocks* Seven working
days*
Leakage complaint Intimation to distributor/ Immediate guidance
emergency service cell at contact point.
Preparation of TV a) Surrender of loaned One working day
& refund security equipment (cylinder/s & PR)
deposit in good condition
b) Submission of original SV (in
case SV is lost an affidavit in
lieu thereof)#
Change of name in a) Eligibility as applicable for One working day.
case of death new LPG connection
b) Death Certificate of customer
c) Succession certificate /
Standard undertaking#
d) Produce & submit proof of
residence & identity, Know
Your Customer (KYC) form
e) Subsidized Cylinders drawn
by original consumer shall be
counted and only the balance
entitled to the transferee.
f) Satisfy de-duplication
check**

31
 Transfer of a) Eligibility as applicable for One working day
connection new LPG connection
within family / b) Consent letter from customer
Regularisation c) Standard undertakings #
d) Produce & submit proof of
residence & identity, Know
Your Customer (KYC) form
e) Subsidized Cylinders drawn
by original consumer shall be
counted and only the balance
entitled to the transferee.
f) Satisfy de-duplication
check**
* Endeavour to deliver within two working days at all times except in
circumstances beyond control viz. Natural calamities, strikes, absenteeism,
transport breakdowns, Govt. directives, shortage of product availability etc.
** One household is entitled only one subsidized domestic LPG connection.
Inter/intra Oil. Co. de-duplication check shall be carried out by OMCs for
verifying information provided by the consumer. In case any information
furnished by the customer is found incorrect, the connection shall be
cancelled and security deposit forfeited. HPC reserves the right to initiate
action against such customer under applicable legal provisions.
#formats of documents available on website www.hindustanpetroleum.com
## Rates of approved security deposit, tariff & service charges available at
our website www.hindustanpetroleum.com

Customer Relations
A Toll Free telephone number 1800 2333 555 is available to customers between 8 AM
and 8 PM for any queries, suggestions or complaints related to their LPG connection.

Customer Service Cells also function at the Regional Offices during office hours on all
working days. Customers are welcome to call on telephone or personally visit the Cell

32
for assistance/grievance redressal. Details of the Cell are available with the distributor
and also at our www.hindustanpetroleum.com

Customers can meet the Sales Officer during their periodic visits on pre-determined
days to LPG distributorship for resolution of their queries /complaints.

Emergency Service
Distributors render prompt assistance in case of gas leakage and other complaints.
The telephone numbers are mentioned on the refill cash memos, displayed at the
distributor’s showroom and also available on the Oil Companies websites. The Services
rendered by the distributor for attending to leakage complaints are free of charge.

Expectations from the Customer

Users need to follow safe operating practices while using LPG. These are given below:

Simple rules of usage

• Cylinder must be always kept in vertical position, away from any source of heat
and in a ventilated place.

• The hot plate should always be placed on a platform (made of non-flammable

material) above the cylinder level.

• Always remember to switch off the pressure regulator when the stove is not in
use, especially at night. Never tamper with or try to repair the cylinder or allied
equipment yourself.

• Make sure all parts of the installation are in good condition. If anything seems
wrong with any part, distributor’s trained mechanic may be called.

• It is safer to wear cotton clothing while working in the kitchen. Use of dupatta,
sari or cloth to handle utensils could be a fire hazard.

• Wearing a fire retardant apron while cooking is a safe practice.

33
• Children must be kept away from the installation while cooking.

• Use only ISI marked HOT PLATES.

• Never leave the hotplate unattended while in use as the burner flame could get
extinguished due to overflow of cooking material or even gust of wind. This
would lead to leakage of Gas from the burner. The accumulated gas could get
ignited by the second/other burner in operation or any other source of ignition,
resulting in fire.

• Fry Pan / Pressure Cooker should be placed in a manner so that their handle is
away from the flame.

• Plastic items must be kept away from the gas stove.

• Rubber tube is the weakest link in a LPG connection. It must be regularly checked
and changed immediately in case any visible cracks / damage are noticed. Use of
“SURAKSHA” LPG hose sold by LPG distributor is recommended for its enhanced
safety features and longer life. Rubber Tube, if used, must be ISI approved.

• As a rule, the rubber tube must be replaced every two years and ‘Suraksha’ LPG
hose every five years.

• The safety cap must always be put on the valve of the unused cylinders, whether
full or empty.

At the time of Refill Delivery

At the time of taking ttrefill delivery, customer must satisfy himself with the condition
of the cylinder seal and weight. Once having acknowledged receipt of cylinder with
seal intact, correct weight & in good condition, there shall be no scope for dispute
with regard to the same. The deliveryman will break open the seal in presence of the
customer and check that the cylinder is sound and fit for use. Customers must get the
cylinder connected to the regulator (DPR) and have the installation checked for proper
functioning, even for the additional cylinder. LPG Distributor’s deliveryman carries a
weighing scale. Please get your cylinder weighed every time before receipt.

34
Inspection of the LPG Installation
Customers must insist on a mandatory inspection of their LPG installation once in 2
years, by the trained mechanic. This service is available on payment of the requisite
charges approved by the Oil Company. This will help in safe up keep of the domestic
LPG installation.

In case of Leakage
In the rare event of Leakage or in case there is smell of gas:

• Turn the pressure regulator (DPR) knob to the ‘OFF’ position.

• Put out all fires in the kitchen / vicinity (including agarbatti and pooja lamp etc).

• Do Not light matchstick/lighter. Do Not switch ‘On’ or switch ‘Off’ any electrical
switches (including main switch). Remember that electrical switches and dry cell
torches generate spark while switching on or off.

• Open all doors and windows for ventilation

• Get in touch with the distributor / the Emergency Service Cell after office hours
and on Sundays and holidays.

In the event of accident

All registered LPG consumers are covered under an insurance policy taken by the PSU
Oil Companies.

In case of the unfortunate event of an accident, the customer must immediately inform
the distributor in writing. The distributor then informs the concerned Oil Company
and the Insurance Company about the same. The distributor will offer assistance to
the customer in completing the formalities of insurance claims arising out of the
accident.

In addition to the above, all LPG distributors also have Third Party Liability Insurance
to cover losses in the event of an LPG accident.

35
Customer Obligations

• Customers must abide by the terms and conditions under which the LPG
connection has been released to them. These are printed on the reverse of
Subscription Voucher and contained in the undertaking submitted at the time of
release of the connection.

• Customer must adopt safe practices while using LPG.

• Customers must not accept LPG cylinders from source/persons other than the
LPG distributor with whom they are registered.

• Customers are not permitted to exchange with others or loan to others, the
cylinders / DPR given to them as this creates possibility for a spurious cylinder /
DPR finding its way into the system. Spurious cylinders/DPRs do not conform to
the stringent quality standards and are a potential safety hazard.

• Customers should follow conservation tips while using LPG to save fuel.
Conservation tips are available on the www.hindustanpetroleum.com .

• The use of LPG is regulated by LP Gas (Regulation of Supply & Distribution) Order
of the Govt. of India. As per this order:

LPG connection is issued only in the name of any adult member of the household
by a Government Oil company under the public distribution system. “Household”
means a family consisting of husband, wife, unmarried children and dependent
parents living together in a dwelling unit having common kitchen.

An existing customer of domestic LPG connection of a Government Oil Company,

who desires to avail PNG connection, is obliged to either surrender the domestic
LPG connection or convert it to domestic non-subsidized category within sixty
days from the date of obtaining PNG connection.

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

whether of the same oil company or of different oil companies, can retain only
one connection. The additional connection/s if any must be surrendered to the
distributor and refund of the deposit amount obtained.

36
• As & when customers availing Piped Natural Gas (PNG) connection or LPG
connection through ‘Reticulated’ system in their household, the existing domestic
LPG connection must be surrendered with the distributor. The distributor will
issue ‘TV’ for ‘Safe Custody’ and refund of deposit amount. Details of the same
are given in the website www.hindustanpetroleum.com PNG customers can
however retain the LPG connection but use only domestic non-subsidized LPG
cylinders for the same

37
 DIRECT SALES
Lubricants , GREASES & Specialties
6

Hindustan Petroleum Corporation Limited has attained the leadership position in

sales of lubes and lube base oils combined together during the financial year 2013-14.
HPCL owns and operates the country’s largest single site Lube Base Oil Refinery with
a production capacity exceeding 450000 MT p.a. with capability to produce Group I, II
and III grades. HPCL manufactures a wide range of lubricants and specialties primarily
at seven Lube manufacturing plants across India, which meet the diverse technical
requirements of the automotive, industrial, electrical and marine sectors in addition to
products designed for use in specialised applications.

Lubricants & Greases

Lubricants (also generically referred to as “Lubes”) in its simplest term is a substance

used to reduce the friction between two moving surfaces, aimed at reducing wear and
tear of the components and improving its efficiency. Lubes find application in almost
all walks of life, starting with lubrication of motor vehicles, railway locomotives, ships,
aeroplanes, agricultural pump sets, generator sets, heavy earth moving equipment
like excavators, all industrial units such as power plants, steel plants, cement plants
etc. Lubricants typically comprise of 85 – 95 % base oils fortified with performance
specific additives required for the targeted application.

In addition to the primary function like reduction of friction and transmission of power,
there are vast numbers of specialized applications which require specially customized
lubricants. These include lubes for pneumatic equipment, thermic fluids, cutting oils,
rust preventive oils and many more.

Lubricants are generally classified into major groups as given below :

• Automotive Lubricants

• Industrial Lubricants, including related Specialties

38
• Marine Oils

• Process Oils

Automotive Lubricants are further divided into Diesel Engine Oils, Petrol Engine Oils,
Automotive Specialties and Automotive Greases. A number of automotive oils are
also used in industrial units, e.g., engine oils and greases. Marine Oils, as the name
signifies, are used in vessels and power plants, where engines are typically of higher
capacity running on heavy fuels and are more powerful, hence they require special
types of oils.

Industrial Lubricants, as the name signifies, are used for industrial applications. This
segment can be sub-divided into industrial oils, 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.

Process Oils are often included in lubricant sales statistics. These are oils which are
included as raw materials in processes, for instance as plasticizers for the rubber
industry. They are also used as medium for carrying the pigment in certain grades of
printing inks etc., Process Oils are bracketed with Lubricants as they are also mostly
petroleum based products from oil refining process.

HP Lubes Marketing

Lubes and greases are marketed by HPCL under the umbrella ‘HP Lubes’. HPCL blends
close to 500 different grades and markets more than 900 Stock Keeping Units (SKUs),
which covers a wide range of automotive and industrial applications.

Major automotive grades include our Milcy range of Diesel Engine Oils (HP Milcy Turbo
Tech, HP Milcy Turbo Star, HP Milcy No. 1, HP Milcy Synthetic, HP Milcy Turbo, HP Milcy
Super, HP Milcy 40, etc.), Cruise range of oils for passenger cars running on Petrol (HP
Cruise, HP Cruise Classic), Racer range of oils targeting 2/3 wheelers (HP Racer 2 for
2-stroke engine, HP Racer 4 for 4-stroke engines) and HP Gasenol for passenger cars

39
and three wheelers running on CNG/LPG engines, HP Kisan Shakti for agricultural
pump sets, HP Gear Drive series for automotive gear oils and HP Kisan Shakti. In
the industrial segment, well known brands include HP Enklo series for hydraulic
applications, HP Parthan series for industrial gears, HP Turbinol series for Turbines, HP
Hycom grades for compressors, HP Koolkut and HP Trimofin series as cutting oils, HP
Hytherms for thermic fluids and many more. The range of greases include products
for automotive and industrial applications like HP AP3 Grease, HP Lithon, HP Tisona,
etc., Products for special applications include Horticulture, Mineral Oil range for Apple,
Tea, Grapes, Rubber, Coolant for Railways, Brakes Oils, etc., Products include several
grades manufactured in association with many of the country’s prestigious OEMs e.g.,
M/s Bajaj Auto, M/s Tata Motors etc., More details can be viewed at www.hplubes.com

HP Lubes are available at more than 12869 HPCL petrol/diesel Retail Outlets in the
country (as on 31.3.2014) as well as numerous bazaar retailers serviced through our
220+ Lube Distributors network. HP Lube CFAs serve the needs of the MSME industries
supplementing direct marketing to major industries and institutions by dedicated HPCL
Regional Offices whose details are available on the HP website.

Performance Standards and Quality Assurance of HP Lubes and Lube

Specialties products:

HPCL aims to ensure that its esteemed customers get products of the desired quality
and quantity through robust product design and manufacturing process complemented
by stringent quality control checks at various stages. The steps include the following:

• 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 jointly with OEMs for establishing its
performance under actual field conditions including severe weather and operating

40
 conditions. Product accreditations are thereafter obtained from international and
Indian institutions and bodies concerned e.g., American Petroleum Institute (API),
Japan Lubricating Oil Society(JALOS), ZF, MB, MAN, Volvo (VDS), RDSO, DGMS,
ERDA, CPRI etc., Product Data Sheets / Material Safety Data Sheets (MSDS) are
available for HP lube customers on demand.

• Manufacturing: Base Oils, additives, other raw material, packages have to pass
stringent quality checks before being accepted for production, with the tests
carried out by at duly equipped QC labs staffed with trained professionals. The
products are manufactured at plants according to the laid down procedures and
formulations, with the process monitored and controlled through professional
plant teams. The finished products are released for marketing only after passing
the applicable QC tests. Lube plants are equipped with automatic weight based
filling machines for ensuring accurate product quantity in the container which
are supplemented by random checks for monitoring the pack weights at regular
intervals.

• Logistics and storage : Lubes movement from plants is carried out through trucks
and tankers which are checked prior to filling and sealed before despatch to
receiving locations or customer sites. HPCL depots undertake required checks
while receiving the products into their godown or yards, wherein the storage is
as per standards set for the lube package concerned.

Recommended due diligence for buyers :

• Automotive and other original equipment manufacturers (OEM) recommend

the specification of the lubes to be used in their machines, which are according
to their equipment design requirements, component metallurgy etc. Users
are advised to comply with OEM specifications while selecting the product
for purchase, which are usually provided in the OEM’s owner’s manual, OEM
websites etc., HPCL Regional Office teams are available for further guidance on
product selection, if required.

41
• Please check the pack prior to purchase, for ensuring that it is in proper sealed
condition. HPCL endeavours to make available packs which are securely sealed
with appropriate sealing / tamper-evident features for ensuring that its lube
products reach customers in good condition.

• HPCL packages below 26 litre container display the MRP of the pack and
customers are requested to check the same at the time of purchase. Tampering
with the printed MRP on the pack by any party is not permitted and customers
are requested to inform HPCL if such issues are observed at the time of purchase
of HPCL lubes packages.

• Like all popular brands, HP Lubes also have copy-cat ‘me too’ type of products
in the market, which mimic the branding and colour scheme of HPCL brands.
Customers are advised to check for the genuineness of the pack at the time of
purchase.

How to provide Feedback / Register Complaints ?

Each pack of lubes (other than drums) displays the details of address / telephone
number / email ID as under where feedback / complaint can be registered.

Address:
DGM – Retail Lubes
Hindustan Petroleum Corporation Limited
Retail Lubes, 2nd Floor, Hindustan Bhavan,
8, S. V. Marg, Ballard Estate, Mumbai – 400001.
Telephone: 022 - 22637000 / 22637214
Email: [email protected]

In addition, feedback can also be registered through our website: www.hplubes.com

42
 AVIATION
7
Hindustan Petroleum Corporation Limited is in the business of supplying Aviation
Turbine Fuel (ATF) JET A-1 to airlines. HPCL provides ATF fuelling services to Aviation
industry through its business unit, “HP Aviation”. Presently HPCL provides fuelling
services to Domestic and International customers at 33 airports across India.

ATF is supplied to both civil as well as defense aircrafts.

Our network covers all the major airports in India. HPCL has plans to expand it further.

List of airports, where HPCL is extending refueling services are given below:

• Delhi (T1 & T3 Terminal) • Mumbai

• Chennai • Kolkata
• Trivandrum • Cochin International Airport
• Bangalore (New International Airport) • Hyderabad (New International Airport)
• 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
Fuelling activities are carried out by us at all airports except Open Access Airports
and hospitality locations.

At Open Access Airports – Delhi Airport (Terminal-3), New Bangalore International

Airport and New Hyderabad International Airport, we have contracts in place with
into-plane concessionaires for into-plane refueling.

43
Approach for Supplies :
One can contact us for refueling requirements of aircraft at above airports where HPCL
is operating or at the following address :

Chief Manager - Aviation (Sales)

Hindustan Petroleum Corporation Limited,
Aviation SBU, Ground Floor, Hindustan Bhavan,
8, S. V. Marg, Ballard Estate, Mumbai – 400001.
Phone: 022-22637452
Email us at [email protected]

One can also contact our Station Manager at the airports where we have facilities, for
addresses log on to http://www.hindustanpetroleum.com/aviationlocation.html

ATF price applicable for the day is available on our website:

http://goo.gl/Qp9WKh
Customers can also reach us on : http://www.hpaviation.in

Quality Control System :

The Jet Fuel manufactured / supplied by us conforms to :

• BIS specification IS: 1571: 2008. (Latest Issue)

• International standard specification DEFSTAN 91-91 (Latest Issue)

All the refueling facilities at Civil Airports operate under the license of the Director
General of Civil Aviation (DGCA) conforming to Civil Aviation Requirements (CAR)

HPCL has a robust system to inspect and control the quality of ATF from the time it
leaves Refinery till it is delivered to the aircraft. All locations have advance filtration
systems and use internally epicoated tanks with floating suctions so that the fuel
supplied to the customer meets the approved quality at all times. Trained manpower
is available with locations to carry out daily as well as periodical Quality Control checks
of ATF. Adherence to operating standards and product quality is verified with strict
adherence to inspection schedules.

44
At Open Access airports, Fuel hydrant facility operations and Into-plane (ITP) refueling
is carried out through authorised third parties trained to handle ATF and operational
activities.

Health, Safety and Environment :

All the Aviation Service Facilities are constructed with a view to provide safe, reliable and
quality service to our customers. Adequate storage capacity, pumping arrangements
and allied facilities with trained manpower ensure that ASF meets the expectations of
the customers.

The facilities are well equipped to take care of all the safety requirements. All the ASF
facilities are regularly inspected on all operational parameters by internal as well as
by external agencies like DGCA, IATA Fuel Quality Pool, Domestic and International
Airline customers.

Feedback System :

We have comprehensive system of interaction with our customers to get their feedback
and suggestions.

On-line feedback form is available on our Corporate website :

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

Complaint Resolution :

A Customer who wishes to register feedback or complaint about fuel or service may
lodge the same by any one of the following methods

• Buyer can write the feedback / complaint on ADR (Aircraft Delivery Receipt),
which is handed over by our staff (or ITP agency staff) at the time of refueling.

• Buyer can contact our Location in-charge / Officer at the airport and convey
verbally or in writing. Alternatively, they can send an e-mail to Location

45
 in-charge whose e-mail ID/phone No. is available on at our website :
http://www.hindustanpetroleum.com/aviationlocation.html

• Buyer can write the feedback / complaint on our Corporate :

http://www.hindustanpetroleum.com

• Buyer can also send a communication to the following officer:

Chief Manager - Aviation (Mktg)

Hindustan Petroleum Corporation Limited,
Aviation SBU, Ground Floor, Hindustan Bhavan,
8, S. V. Marg, Ballard Estate, Mumbai – 400001.
Phone: 022-22637456
Email : [email protected]

46
 Projects & Pipelines Department
8
How can a Contractor/Vendor register for Supply/Works Contract/Services with
HPCL ?

Where is the Application for Registration available ?

What is the procedure for inviting bids from Contractors and Suppliers ?

Where is the information regarding tenders floated and Contracts awarded

available ?

Whom to contact in case of complaints / suggestions regarding malpractices at Project

Sites ?

What are the preventive measures being undertaken towards safety and security the
Cross Country Petroleum Pipelines ?

How to provide information in case of untoward incident at the pipelines location ?

The answers to the above questions are given below :

1. Vendor Registration for Contractors / Suppliers :
Category of jobs for which registration can be done:

Based on the requirement of the project and user group, Vendor Registration is
done. Following categories are available for registration:

• Works Contract : Civil, Mechanical, Electrical, Instrumentation, Laying of

Pipelines, Railway siding, Automation Consultancy, miscellaneous services
etc.

• Supply Categories : Pipes, Steel Plates, Pumps, Valves, Pipe fittings, Filters
and strainers, Fire-fighting equipments, Personal Protective equipment
(PPE), Fire-fighting hoses, flow meters and gauges, power cables, DG sets,
HT / LT Panels, Transformers etc.

47
2. Mode of Registration :
• Enlistment / Registration of the vendors is done through giving
newspaper advertisement in the leading newspaper on all India basis.
The advertisements are given on periodic basis. The application form
is available online on Corporation’s website, with complete details
and instructions for registration. The link can be accessed through
http//www.hindustanpetroleum.com under the section tenders and contract.

• Online applications are invited from suitable vendors who are technically
competent and financially sound to supply material and provide services at
optimal cost within specified time frame, as per desired quantity, quality and
specifications.

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

Corporation is required to submit on-line application under the applicable
category along with relevant documents.

• The applications received for various categories are scrutinized by Vendor

Management Committee (VMC) and the response to the vendor who has
requested for enlistment is communicated by Vendor Management Officer
(VMO).

The applications are examined by the Committee based on the following

parameters:

a) Vendors’ capabilities.
b) Turnover: The audited balance sheet and Profit & Loss Accounts for
last 3 years
c) Size of organization and facilities available
d) Geographical location
e) Financial standing
f) Reputation
g) Trade experience
h) Dependability etc.

48
 2.5 Updation of Vendor list :

• Vendor list is maintained by Vendor Management Officer (VMO) of

respective purchase department which is reviewed and updated
from time to time including performance of the vendor.

• Vendor Management Officer also reviews and updates profile of the

vendor viz. for change in address / work location, capability etc.,
after due approval from VMC, wherever required.

3. Inviting Tender Bids :

• Based on the requirement and value of the tender, two types of tenders are
invited viz. Limited or Public Tenders.

• Limited tenders are invited for categories of work where sufficient registered
suppliers / contractors are available. Proximity of supply source may be
kept in view while inviting limited tender enquiries to obtain competitive
rates and faster supplies.

• Public tenders are invited by giving notice inviting tenders which are
published through Press advertisements for higher value jobs and also in
case where the registered bidders are not available for a particular job.

• Details of tender enquiries issued are uploaded on Corporation’s website:

http://www.hindustanpetroleum.com.

• NSIC Registered Units:

ú The following points are applicable in case of NSIC registered units :

a) Exempted from tender fee, Earnest Money Deposit (EMD) /

Security Deposit.
b) May be considered for giving the Price preference in line with
Purchase policies.
ú The above are subject to fulfilling of the below mentioned criteria:

a) The SSI should be registered with National Small Scale Industrial

Corporation Limited. (NSIC).

49
 b) The unit should be registered for the item for which the bid is
invited.
c) The registration certificate should be valid as on date of Purchase
Order.
d) The monetary Limit as indicated in the NSIC registration certificate
should cover the value of items to be ordered.
• Opening of Bids :

ú Tender Boxes are available for depositing the tenders at all Purchase
Departments which include Corporate Office, Marketing Head
Quarters Office, Zonal/Regional offices and Major locations. Bids
received after the due date and time are not accepted.

ú Opening of tenders : All tenders, whether public or limited, are

opened by the authorized officers in the presence of the intending
tenderers or their authorised representatives.

ú In case of e-procurement : Opening of unpriced bids electronically

is done by designated officers, in the system in secure mode.

4. Award of Contract :
Contract is awarded by placing Purchase Order to the technically and commercially
lowest acceptable bidder. The approval for awarding the contract is obtained from
appropriate committee specified in the Purchase Manual, as per the financial limit
of the contract. All the contracts awarded are also made available on HPCL‘s
website the link for which is http://www.hindustanpetroleum.com

5. Redressal of Complaints :
Online Grievances can be lodged through our website:
http://www.hindustanpetroleum.com

50
6. In case of complaints :
Complaints against unfair practices pertaining to execution of contracts etc. can
be lodged with P & P Headquarters at Mumbai, at the address given below:

Deputy General Manager - Deputy General Manager -

Engineering & Projects Department Pipelines & Projects Department
Hindustan Petroleum Corporation Ltd. Hindustan Petroleum Corporation Ltd.
2nd Floor, Gresham Assurance Bldg., 1st Floor, Hindustan Bhawan,
Sir P. M. Road, Fort, 8, S. V. Road, Ballard Estate,
Mumbai 400001. Mumbai 400001..

7. Preventive measures undertaken towards Safety & Security of

Cross Country Petroleum Pipelines :
• Each station / sectionalizing valve stations / Cathodic Protection (CP) Stations
are provided with round the clock security.

• Supervisory Control and Data Acquisition System (SCADA) has been

installed for effective monitoring and controlling of cross-country pipelines.
The Leak Detection System (LDS) which is part of SCADA is provided to
detect leak spot on pipeline.

• Director General of Resettlement (DGR) sponsored Security Agencies are

deployed for carrying out security / line patrolling. In case where DGR has
not sponsored agencies, PSARA registered security agencies are deployed.

• Line patrolling of the Right Of User (ROU) of the pipeline is carried out during
day and night by security. GPS based Security personnel tracking system
to enhance effectiveness of Line walkers has been introduced. Staggered
line patrolling is followed to avoid predictability. For this purpose sufficient
number of line walkers are deployed and also security supervisors are
making random checks of ROU. Also, Corporation’s Officers are carry out
line walking once in a quarter.

• Surprise night inspections and mock incident simulation tests are being
carried out regularly to check the efficacy of line walkers and corrective
actions are taken wherever necessary.

51
 • CCTVs have been installed at all Stations, Sectionalizing Valve Station and
Cathodic Protection (CP) Stations and monitored by Control Room Officers.

• Night Vision Binoculars have been provided for better security and
surveillance of the pipelines.

• To increase awareness, periodic meetings are held with Police at District /

State Level.

• Industry coordination meeting on Onshore Security Coordination with DG

of Police of the State OF Gujarat, Rajasthan, Haryana, Andra Pradesh and
Maharashtra are being carried out regularly.

• Interactions with villagers are also held through regular meets and programs
to enhance awareness.

• Reward scheme to motivate informers has been implemented.

• Pipeline Integrity Management program and practices have been developed

to manage pipeline integrity.

• OFC based dedicated telecommunication system is in place for effective and

quick communication between the stations / Sectionalizing valve stations /
Cathodic Protection (CP) Stations.

• Mock drills are carried out in coordination with District Authorities for
emergency preparedness.

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

Location :
For reporting any untoward incident, route markers with contact details are
provided along the route of the pipelines.

“TOLL FREE” number viz. 1800 180 1276 has been displayed. Public can use this
toll free number to provide information.

52
 Human Resources
9

Talent Acquisition :
HPCL is an equal opportunity employer. All vacancies in HPCL arising in Management
cadre are published in all leading newspapers including leading regional language
newspapers whereas those in Non-Management cadre will be published in Employment
News as well. A systematic procedure including test/GD/interview and other HR
practices is followed to ensure selection of right candidates.

Capability Building :
The Corporation is dedicated to enhance the competencies of employees to enable
them perform efficiently in their current and future roles. Suitable periodical training
is provided as per required areas for development of performance and potential of
the employees. Capability building aims at improving effectiveness of employees,
building cultural integration and facilitating a thriving learning organization so that
dynamic challenges of business are handled appropriately towards Corporation
achieving success.

Performance Management :
HPCL has robust Performance Management System modeled on the Balanced Score
Card System covering 100% of Management employees wherein employees are
assessed against their performance in four quadrants viz. Customer Satisfaction,
Physical /Financial, Improvement in Process and Leaning & Growth. Their career
progress is based on well-defined promotion policy which is transparently
communicated to all management employees of the Corporation. Promotion takes
place through a Departmental Promotion Committee (DPC) process. All presidential
directives in this regard are implemented. With respect to Non-Executive employees

53
a mutually agreed upon performance appraisal system which assesses their
performance on specific attributes is already in place. Promotions for this category of
employees is based on a Career Development Policy (CDP) and implemented through
Zonal Employee Promotion Committee (EPC). HPCL has leveraged technology for
implementation of a robust IT based platform for performance assessments and
implementation of promotions.

Industrial Relations :
HPCL believes in maintaining healthy, cooperative and mutually beneficial industrial
relations. Periodic Long Term Settlement and Career Development Policy are the
guiding points for salary fixation, working condition and career development of
Non-Management Workmen. Standing Orders (Non-Management Employees) and
CDA Rules (applicable for Management employees) define the model behavioral
requirements of the relevant employee group and recourse in case of deviations.

The Corporation adheres to all relevant statutory requirements and abides by

communication / requirements of the relevant local authorities wherever it is working.

The Corporation works towards ensuring safe working conditions and fair wages to all
including contract labor employed with contractors of HPCL.

Compensation and Benefits :

HPCL strives to be a model employer and corporate citizen. The pay and benefits of
Management employees of the Corporation are guided by relevant DPE guidelines.
For non-management; a long term settlement is arrived through collective bargaining
with recognized Unions and compensation packages are worked out accordingly.

Grievance Redressal :
Various well defined grievance redressal mechanisms are available for all categories
of employees of HPCL. An open door approach to unions ensures representation of
collective grievances of employees as well as individual cases in case of requirement.

54
IT enabled platform is made available to all the employees to log in his grievances
through Online application wherein the issues / queries of employees are handled by
HR Officer. Suitable escalation mechanism also exists in case the employees are not
satisfied with the resolution.

Technological Initiatives :
HR in HPCL is committed to usage of scientific and contemporary knowledge for
achieving organizational vision and enhancing employee engagement & competencies.
As such wide variety of employment related aspects of employees are computerized
to enable easy to access to the employee and faster processing of various benefits.
Towards this end, the C & B claims, leave, retirement processes, transfer related
requirements etc. are already system based procedures.

Reward and Recognition :

HPCL has implemented reward and recognition schemes aimed at motivating all
employees towards higher performance. For executives in the Senior / Middle
Management, “HP ICON Awards” have been instituted since 2010 which aims to
identify and recognize People Managers i.e. Officers who place the interests of their
teams before individual contributions. For Officers in the junior management category,
“HP Outstanding Achievers Awards” have been instituted to recognize outstanding
contributions, while “HP Gaurav Awards” recognize outstanding efforts amongst Non-
Executive category of employees. While HP ICON Awards are a bi-annual affair, the HP
Outstanding Achievers Awards and HP Gaurav Awards are given away on an annual
basis.

Whistle Blower Policy :

1. Preface :

• HPCL believes in conducting its business in a fair and transparent manner

by adopting highest standards of professionalism, honesty, integrity and

55
 ethical behavior. As such Corporation endeavors to work against corruption
in all its forms including demand and acceptance of illegal gratification and
abuse of official position with a view to obtain pecuniary advantage for self
or any other person.

• Towards this end, the Corporation has framed and adopted Conduct,
Discipline and Appeal rules and Standing Orders which govern the
conduct of Management Employees and workmen. Vigilance Dept. of the
Corporation is also empowered to initiate investigations on its own and act
on complaints received from public / employees, with regard to violation of
Corporation’s rules and procedures in the conduct of business.

• Any actual or potential violation of the Corporation’s rules, regulations and

policy governing the conduct of business is a matter of serious concern for
the Corporation. The Corporation is, therefore, committed to developing
a culture which is safe for employees - Officers and workmen can raise
concerns about instances, if any, where such rules, regulations and policy
guidelines are not being followed in furtherance of business.

• The objective of this policy is to build and strengthen a culture of transparency

and trust in the organization and to provide employees - officers and
workmen, with framework / procedure for responsible and secure reporting
of improper activities (whistle blowing) and to protect employees wishing
to raise a concern about improper activity / serious irregularities within the
Corporation.

2. Eligibility :

All employees of the Corporation are eligible to make “Protected Disclosures”.

3. Whistle Blower - Role & Disqualifications :

A) Role :

• The Whistle Blower’s role is that of a reporting party with reliable

information.

• The Whistle Blower is not required or expected to conduct any

investigations on his own.

56
 • The Whistle Blower does not have any right to participate in
investigations.

• Protected Disclosure will be appropriately dealt with by the

Competent Authority.

• The Whistle Blower shall have the right to be informed of the

disposition of his disclosure except for overriding legal or other
reasons.

B) Disqualifications :

• Genuine Whistle Blowers will be accorded protection from any

kind of unfair treatment / victimization. However, any abuse of this
protection will warrant disciplinary action.

• Whistle Blowers, who make any protected Disclosures, which have

been subsequently found to be motivated or malafide or malicious
or frivolous, baseless or reported otherwise than in good faith, will
be liable for disciplinary action as per the applicatble Service Rules.

• Whistle Blowers, who make three Protected Disclosures, which

have been subsequently found to be malafied, frivolous, baseless,
malicious or reported otherwise than in good faith, will be disqualified
from reporting further Protected Disclosure under this policy.

4. Protection :

The identity of the Whistle Blower shall be kept confidential

• No unfair treatment will be meted out to a Whistle Blower by virtue of his/

her having reported a Protected Disclosure under the Policy.

• Complete protection, will be given to Whistle Blower against any unfair

practice like teteliation, threat or intimidation of termination / suspension
of service. disciplinary action, transfer, demotion, refusal of promotion, or
alike including any direct or indirect use of authority to obstruct the Whistle
Blower’s right to continue to perform his duties / functions including making
further Protected Disclosure.

57
 • If the Whistle Blower is required to give evidence in criminal or disciplinary
proceedings, arrangements will be made for the Whistle Blower to receive
connection with the above, towards travel etc. will be reimbursed as per
normal entitlements.

• A Whistle Blower may report any violation of the above clause to the
Competent Authority who shall investigate into the same and take corrective
action as may be required.

• Any other Employee assisting in the said investigation shall also be protected
to the same extent as the Whistle Blower.

Sexual Harassment of Women at workplace :

HPCL believes that all its employees have the right to work with dignity which includes
the right to a gender sensitive work environment. The Corporation is, therefore,
committed to take measures to eliminate all forms of discrimination and create a healthy
work environment which enables employees to work without fear of prejudice, gender
bias and sexual harassment. The CDA Rules applicable to Management employees
and the Standing Orders applicable to workmen, accordingly list, inter alia, any act of
sexual harassment of any women at her work place as a misconduct.

Guidelines have been developed to ensure that employees strictly comply with and
adhere to the provisions of The Sexual Harassment of Women at Workplace [Prevention,
Prohibition and Redressal] Act, 2013 [Referred hereafter as SHWW (PPR) Act].

Salient features of the SHWW [PPR] Act 2013, as adopted by HPCL are as under :

1 Prevention of sexual harassment :

• No woman shall be subject to sexual harassment at the workplace as defined

above.

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

Recommend measures to create healthy work environment and arrange for

workshops, training programs and awareness programs, debates and display of
posters and other publicity measures, for gender sensitization of employees at
the workplace.

58
3 Procedure for filing Complaints :

• Complaints of sexual harassment at the work place should be submitted

by the aggrieved women to the Presiding Officer of the Internal Complaints
Committee concerned in writing with contact details within a period of three
months from the date of last incident. The complaint should be enclosed in
a sealed envelope suitably superscribed - “SHWW (PPR) Complaint” and
addressed to Presiding Officer. Internal Complaints Committee with remarks
“to be opened by Addressee only”.

• Where such complaints cannot be made in writing, the Presiding Officer

of the Internal Complaints Committee, as the case may be shall render all
reasonable assistance [as provided in the SHWW (PPR) Act] to the women
for making the complaint in writing.

4 Procedure for Registration and Redressal of Complaints :

• Registration of Complaints :

The Presiding Officer/Secretary of the Internal Complaints Committee shall

log details of the complaint - Sr. No., Date of receipt, Name of aggrieved
woman, Name of respondent, in a Complaints Register specifically
maintained for this purpose. The Presiding Officer/Secretary shall also
monitor at regular intervals not exceeding 15 days, the progress made and
action taken for redressal of the compliant.

• Redressal Procedure where the respondent is a regular employee of the

Corporation :

(i) The Committee shall, in cases where the aggrieved woman request
in writing that the matter be settled through conciliation, take
steps to settle through conciliation, take steps to settle the matter
between the complainant and the respondent through conciliation.
Where a settlement is arrived at, the Internal Complaints Committee
shall record the settlement so arrived and forward the same to the
Department Head concerned to take further action required.

59
 Copies of the settlement shall be provided to the aggrieved woman
and the respondent and the matter treated as closed, i.e., no further
inquiry shall be conducted by the Internal Complaints Committee.

(ii) In case where the aggrieved woman does not desire to settle 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
allegation of sexual harassment, has been proved/the allegation of
sexual harassment has not been proved.

On completion of the fact finding inquiry, the Internal Complaints

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
allegation of sexual harassment has been proved/as to whether the
allegation of sexual harassment has not been proved.

(iii) In either case (i) or (ii) above, the ICC shall submit its report to the
Department Head concerned within a period of 30 days of registration
of the complaint.

(iv) The Department Head shall within a period of seven days of receipt
of the Report of the ICC, take further action, as recommended
by the ICC or as required in terms of the CDA Rules applicable
to Management employees/Standing Orders applicable to the
workman concerned.

Employee Engagement Initiatives :

HPCL has deployed various interventions aimed at improving employee engagement
amongst its employees and their families. These include the YUVANTAGE platform for
employees in GenY category, International Women’s Day Celebrations, Annual Sports
Meet, Annual Hindi Day, Alumni meets etc.

60
Corporate Social Responsibility :
HPCL as a responsible Corporate Citizen has multipronged purpose of developing and
serving the associated community, thereby enabling sustainability in achievement of
business goals. CSR activities of HPCL aspire to reach common people, especially the
under-privileged so as to facilitate improvement in the quality of they live.

Retirement Benefits :
HPCL HR is dedicated to ensure effective catering of committed post-retirement
benefits to the retired employees. Pre-retirement training is provided to all categories
of employees on financial management and other post-retirement issues. Periodically
agreed pension plans and medical assistance are also in place.

HPCL HR is committed to take progressive steps continually and see a bench mark in
the industry to delighting stakeholders in a transparent and effective manner.

61
 RIGHT TO INFORMATION ACT 2005 -
A BRIEF
10

The dictum “Knowledge is Power” is truly applicable to the modern world and
information is the most important means to acquire knowledge.

The information in the possession of the Public Authorities, by itself does not give
any added value to the public. This information belongs to the public and held for the
benefit of the public.

UN General Assembly realized this and has resolved that the Freedom of information
is a fundamental human right and touchstone for all freedoms to which the UN is
consecrated. The Commonwealth Human Rights Initiative propounds that the right to
information underpins all other human rights.

In this direction, the Right to Information Act 2005, which came into effect from 12th
October 2005, empowers the people of India with free flow of information from the
Government.

Further details are accessible at

http://www.hindustanpetroleum.com/righttoinformationact

HPCL has prepared its Information Manual as per requirements of Section 4 of the RTI
Act 2005, which is accessible at http://www.hindustanpetroleum.com/rtiinfo_manual

HPCL values suggestions for development of the Information Manual. You can submit
your suggestions to the Nodal Officer, Shri V S Bhirud at [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 & WEB Coordination.
He can be contacted at HPCL, Petroleum House, 17 Jamshedji Tata Road, Churchgate,
Mumbai 400020. Telephone 022 22863618.

62
 Complaint / Public Grievance
Redressal Mechanism
11

A consumer who wishes to register complaint about any product or service may lodge
the same by any one of the following methods:

1. Availability of Complaint / Suggestion Book at HP Gas Distributor & Petrol

Pumps: As per the MDG (Marketing Discipline Guidelines) Provisions, it is
mandatory for the dealers to maintain a Suggestion / Complaint Book and make
the same available to the customer on demand. A message indicating availability
of this book is also prominently displayed at the retail outlets and gas agencies. The
field officer goes through the Complaints Book during his inspections, for which
a specific provision has been made in the inspection report. The complaints are
attended to by contacting the complainant, wherever necessary, by the Officers
or action is taken based on input given by the customers.

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

Contact details of the Sales Officers of the company are prominently displayed
at all the retail outlets / HP Gas Distributorships, for the benefit of customers to
contact them or write to them.

3. Toll Free Number, Call Centers: In order to have convenient, easy and effective
way to enable customer to register their complaints and follow them up, two all
India Toll Free numbers 1800 2333 555 and 155 233 are in place for registration of
complaints.

4. Web based complaints: Customers can also register their complaints through
HPC Corporate Website i.e. www.hindustanpetroleum.com. Once a complaint
is registered on the website it automatically goes to the concerned officer for
further action. A reply is sent to the customer by the concerned office, once it
is resolved. Provision in the system enables customer to view the status of the
complaint on the website.

63
5. Timelines for Resolution of Complaints: HPCL shall endeavor to respond to
complaints received through Toll-Free number/Web Portal within fourteen days,
except in circumstances beyond control of the Corporation viz. Natural calamities,
strikes, absenteeism, system breakdowns or in cases warranting investigation
etc. which may take longer to conclude. In such case, an interim reply would be
sent.

6. Email: The consumer who is not satisfied with the resolution of complaint may
send email to [email protected] or [email protected] giving clear and
complete details of the complaint and nature of remedial action sought. Past
references may also be included.

7. Public Grievance:

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

4.00 PM to 5.00 PM at all major locations to hear & facilitate redressal of
grievances of the public.

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

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

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

www.hindustanpetroleum.com for registering Public Grievances on the
Government of India Public Grievances Portal (PG) viz. http://goo.gl/xUObQ1.

64
 HPCL LOCATIONS
12

HINDUSTAN PETROLEUM COPORATION LIMITED

REGISTERED AND MARKETING
HEADQUARTERS OFFICE HEADQUARTERS
Petroleum House, Hindustan Bhavan,
17, Jamshedji Tata Road, 8, Shoorji Vallabhdas Marg,
Churchgate, Mumbai 400 020. Ballard Estate,
Email: [email protected] Mumbai 400 001.
Website: www.hindustanpetroleum.com [email protected]
Tel.: 022-22863900 Tel.: 022-22637000

MUMBAI REFINERY VISAKH REFINERY

Bhikaji Damaji Patil Marg, Post Box. No. 15,
(Old Corridor Road), Malkapuram,
Mahul, Mumbai 400 074. Visakhapatnam 530 011
Tel.: 022-25545061 Tel.: 0891-2894000

DELHI CO-ORDINATION OFFICE

11th Floor, Tower - I, Jeevan Bharati,
124, Indira Chowk, New Delhi 110 001.
Tel.: 011-23467123

65
 LPG SBU ZONAL OFFICE
NORTH ZONE EAST ZONE WEST ZONE SOUTH ZONE
HPCL HPCL HPCL HPCL
8th Floor, Core Purbanchal Bhavan, R & C Building, Thalamuthu
II, SCOPE MInar 771, Anandapur, Sir J. J. Road, Natarajan Building
Complex, Off EM-bypass Byculla, 4th Floor,
Laxmi Nagar, Koklata:700 017. Mumbai:400 008. 8, Gandhi Irwin Rd.,
New Delhi :10 092. Tel. : 033-66095200 Tel. : 022-23789000 Post Box. No. 3045,
Tel. : 011-22408300 Egmore,
Chennai:600 008.
Tel. : 044-28549744

NORTH WEST LPG ZONE SOUTH CENTRAL LPG ZONE

HPCL HPCL
1st Floor, Karaka Building, Ashram Road, 6th Floor, Varun Towers, Siripuram
Ahmedabad:380 009. Junction No. 1, Visakhapatnam:530 003.
Tel. : 079-26484002 Tel. : 0891-2716703

66
 lpg Regional OFFICES
ANANTHAPUR LPG RO SURAT LPG RO AURANGABAD LPG RO
HPCL HPCL HPCL
NH-44, Taticherlla Village, Hazira LPG Bottling Plant, H-1 MIDC,
Vadiyampeta (Post), P O Ichhapore, Hazira Chikalthana Industrial
Ananthapur:515 731 Surat:394510 Area,
Andhra Pradesh Post Box No. 91,
Aurangabad
Maharashtra:431210
BANGALORE LPG RO BHUBANESHWAR CHENNAI LPG RO
LPG RO
HPCL HPCL HPCL
No.3&4, Whitefield Road, LPG Bottling Plant, Petro Bhavan, 2nd Floor,
Mahadevapura PO, P.B. No : 11, Jatni, New No.82 (Old# 47),
Bangalore, Kusumati, Jatni, TTK Road,
Karnataka:560048 Khurda Alwarpet, Chennai
Odisha:52050 Tamil Nadu:600018
DELHI LPG RO GANDHINAGAR LPG RO GOA LPG RO
HPCL HPCL HPCL
6th Floor, Core- II, Scope Chara Sonipur Road, Plot No. 150,
Minar , District Center, Sardav, Gandhinagar Kundaim Industrial Estate,
Laxmi Nagar Gujarat:382640 Kundaim, North Goa
Delhi:110092 Goa:403115

HOSHIARPUR LPG RO HUBLI LPG RO HYDERABAD LPG RO

HPCL HPCL HPCL
Village Dhaha, P.O. 165/166, Kiadb Indl. Area, Post Bag No 2, Cherlapally,
Mandialan, Belur, Dharwad Hyderabad
Jalandhar Road, Karnataka:580011 Andhra Pradesh:500051
Hoshiarpur
Punjab:144105
INDORE LPG RO JABALPUR LPG RO JAIPUR LPG RO
HPCL HPCL HPCL
Near Manglia Rly Station, Plot No 1-2, Phase-2, Jaipur LPG R. O.
Rahulkhedi, A.B. Road, Maneri Industrial Area, 1st Floor,
NH3, Indore Thesil Niwas, Mandla Jeevan Nidhi-2 Lic Bldg.,
Madhya Pradesh:453771 Madhya Pradesh:481886 Ambedkar Circle,
Bhawani Singh Road
Jaipur:302005

67
JAMMU LPG RO JAMSHEDPUR LPG RO JIND LPG RO
HPCL HPCL HPCL
SIDCO Industrial Complex, Large Sector, P.O. Box No. 5,
Lane No 3, Phase-II, Adityapur Industrial Area, Rohtak Road, Jind
Bari Brahmana PO: Kandra, Haryana:126102
Jammu:181133 Dist Saraikella
Jharkhand:832402
JODHPUR LPG RO KOCHI LPG RO KOLKATA LPG RO
HPCL HPCL HPCL
Bhagat Ki Kothi, Seaport-Airport Road, P-4, Oil Installation Road,
Jodhpur Irumpanam, Paharpur, Kolkata
Rajasthan:342005 Ernakulam West Bengal:700088
Kerala:682309
LONI LPG RO LUCKNOW LPG RO MANGALORE LPG RO
HPCL HPCL HPCL
Village - Till Shahbajpur, Plot No. 1, Nehru Enclave, 2nd Floor,
Post Office Loni Gomati Nagar, Deo Gratias Building,
District Ghaziabad (U.P.) Lucknow:226 110, (U.P.) Chilimbi-Urva Stores,
Loni, Ghaziabad:201102 Mangalore:560 006
MUMBAI LPG RO NAGPUR LPG RO NAVI MUMBAI LPG RO
HPCL HPCL HPCL
1st Floor, HP Filling Plant, Near Khapri Rly Station, Plot No. 1,
LU Gadkari Marg, Wardha Road, Khapri, Near NMMT Depot,
Behind HP Refinery, Nagpur Sector-20,
Mumbai Maharashtra:441108 Navi Mumbai MC
Maharashtra:400074 Maharashtra:400705
PATNA LPG RO PUNE LPG RO RAIPUR LPG RO
HPCL HPCL HPCL
Patna LPG R. O. Mhalunge Ingle, Mandir Hasaud,
6th Floor, Lok Nayak Jai Chakan -Talegaon Road, Raipur:492101
Prakash Bhavan Pune,
P.B. No.40, Maharashtra:410501
Dak Bunglow Chowk
Patna:800001
VIJAYAWADA LPG RO VISAKH LPG RO
HPCL HPCL
Industrial Dev. Area, HP Petro Park,
Kondapalli, Krishna Port Connectivity Road,
Andhra Pradesh:521228 Visakhapatnam:530 009
Andhra Pradesh

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 RETAIL SBU ZONAL OFFICES
NORTH ZONE EAST ZONE WEST ZONE SOUTH ZONE
HPCL HPCL HPCL HPCL
7th Floor, CoreII, Purbanchal Bhavan, R & C Building, Thalamuthu
SCOPE Minar 771, Anandapur, Sir J. J. Road, Natarajan Building
Complex, Off EM-bypass, Byculla, 4th Floor,
Laxmi Nagar, Koklata:700 017. Mumbai:400 008. 8, Gandhi Irwin Rd.,
New Delhi:110 092. Tel. : 033-24195701 Tel. : 022-23789000 Post Box. No. 3045,
Tel. : 011-22010601 Egmore,
Chennai:600 008.
Tel. : 044-2852771

NORTH WEST ZONE NORTH CENTRAL ZONE SOUTH CENTRAL ZONE

HPCL HPCL HPCL
North West Zone Retail, 1, Nehru Enclave, Parishram Bhavan,
1st floor, Gomti Nagar, 7th Floor,
Shri Balaji Alfa Bazar, Lucknow:226 010. Fateh Maidan Rd.,
Opp Thakorbhai Desai Hall, Tel. : 0522-2307340 Opp. Babu Khan Est. Bldg,
High Street-1 Law Garden, Hyderabad:500 004.
Ahmedabad:380 015 Tel. : 040-66908050

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 NORTH ZONE RETAIL REGIONAL OFFICES
Delhi Retail RO Bathinda Retail RO Chandigarh Retail RO

HPCL HPCL HPCL

7th Floor, North Tower C/o HPCL Retail Outlet, Tel Bhawan
Scope Minar, Phoos Mandi, Plot No. 6A,
District Centre Mansa Road, Madhya Marg,
Laxmi Nagar Bathinda:151001 Sector 19B, Chandigarh
New Delhi:110092 Chandigarh:160019

Gurgaon Retail RO Jalandhar Retail RO Jammu Retail RO

HPCL HPCL HPCL
104, Silverton Towers, Suchipind, Opposite Asia Hotel
1st Floor GT Road Bypass Gandhi Nagar,
Golf Course Extension Jalandhar:144009 Jammu
Road, Jammu & Kashmir:180004
Sector-50, Haryana
Gurgaon:122001
Panipat Retail RO Shimla Retail RO
HPCL HPCL
E-22, Industrial Area, Hameer House, 3rd Floor,
Court Road, Lower Chakkar, Shimla
Panipat, Haryana:132103 HP:171005

70
 EAST ZONE RETAIL REGIONAL OFFICES
RAIPUR RETAIL RO GUWAHATI RETAIL  RO RANCHI RETAIL RO
HPCL HPCL HPCL
2nd Floor, Madina Manzil H.D Complex, 2nd Floor, 5th Floor, Maru Tower,
Medical College Square Janapath, G. S Road, Kanke Road,
Jail Road, Raipur:492001 Ulubari, Guwahati Ranchi:834008
Chattisgarh Dist: Kamrup (M):781007 Jharkhand
SAMBALPUR RETAIL RO BHUBANESHWAR RETAIL DURGAPUR RETAIL RO
RO
HPCL HPCL HPCL
AT- Pardhiapali, 5th Floor Rajbandh, NH-2
Po : Sankarma Alok Bharati Building Durgapur:713 212
Dist:sambalpur:768 006 Bhubaneswar:751 007 West Bengal
Odisha Odisha
KOLKATA RETAIL RO
HPCL
6, Church Lane
2nd Floor
Kolkata:700 001

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 WEST ZONE RETAIL REGIONAL OFFICES
Mumbai Retail RO Vashi Retail RO Vasco Retail RO

HPCL HPCL HPCL

3/4, Junction of S.V. Rd & D-500, TTC Industrial Area F. L. Gomes Road
Turner Rd Vashi, Vasco da Gama
Bandra(West) Navi Mumbai:400705 Goa:403802
Mumbai:400050
Pune Retail RO Aurangabad RO Indore Retail RO
HPCL HPCL HPCL
3-C, Dr. Ambedkar Road, Plot No 39, Sector-G, Ground Floor, Kapas
Camp Town Centre, CIDCO Bhawan
Pune:411001 Aurangabad:431003 27A, Race Course Road,
Indore:452001
Bhopal Retail RO Jabalpur Retail RO
HPCL HPCL
Gautam Nagar P. O. 74 - 75 Gol Bazar
Govindpura Shaheed Smarak,
Bhopal:462023 Near Gangotri Apartment
Jabalpur:482002

72
 SOUTH ZONE RETAIL REGIONAL OFFICES
Chennai Retail RO Cochin Retail RO Trichy Retail RO

HPCL HPCL HPCL

Petro Bhavan, 2nd Floor P. B. NO.1601 MDSR Enclave, 2nd Floor
No 82, TTK Road Ernakulam North P. O. No. 90, Bharatidasan Salai
Alwarpet Cochin:682 018 Cantonment
Chennai:600018 Trichy:620001
Coimbtore Retail RO Kozhikode Retail RO Madurai Retail RO
HPCL HPCL HPCL
H P House Elathur, Rakesh Towers, 3rd Floor
18/3, Big Bazaar Street Near Elathur Railway Bye Pass Road
Near Railway Station Station, Madurai:625010
Coimbatore:641001 Kozhikode: 673303

73
 NORTH CENTRAL ZONE RETAIL REGIONAL OFFICES
Lucknow Retail RO Mughalsarai Retail Meerut Retail RO
RO
HPCL HPCL HPCL
Plot No.1, Nehru Enclave 2nd Floor, Village : Poota
Gomti Nagar North Square Building Vedvyaspuri,
LUCKNOW:226 010 Near IP Mall, Partapur, Industrial Estate
Shastri Nagar, Sigra Meerut:250103
Varanasi:221002
Agra Retail RO PATNA Retail ro Begusarai Retail ro
HPCL HPCL HPCL
85/4, Ispat Bhavan, Loknayak Jayprakash C/o : Barauni Depot
3rd Floor Bhavan NH 31,
Sanjay Place, 6th Floor, Village & Post : Papraur,
Agra:282 002 Dak Bangalow Crossing Begusarai:851210
Fraser Rd.
Patna:800001

Dehradun Retail ro
HPCL
94, Govind Nagar,
Race Course
Dehradun :248001

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 NORTH WEST ZONE RETAIL REGIONAL OFFICES
Ahmedabad Retail ro Jaipur Retail RO Jodhpur Retail RO
HPCL HPCL HPCL
Petroleum House Tel Bhavan, Jyoti Nagar Between HPCL & IOCL
Behind Memnagar Fire Sahakar Marg Petrol Pump
Station Jaipur:302005 Bhagat Ki Kothi
Navrangpura Jodhpur:342005
Ahmedabad:380009
Udaipur Retail RO Vadodara Retail RO Rajkot Retail ro
HPCL HPCL HPCL
50, Saheli Nagar HPCL Petrol Pump Tel Bhavan, 1st Floor
Opp. New Polo Ground Near Charbhuja Ambalal University Road
Udaipur:313001 Park Rajkot:360005
Karelibaug
Baroda:390018

75
 SOUTH central ZONE RETAIL Regional OFFICES
Secunderabad RO Vijaywada RO Visakh Retail RO
HPCL HPCL HPCL
130/1, Sarojini Devi Street Near Sai Baba Temple, Waltair Park, P. B. No.135
Next to St. Patricks High Tadepalli : 522 501 Chinna Waltair,
School, Guntur District Visakhapatnam:530 003
Secunderabad:500 003
KADAPA RETAIL RO Bangalore Retail RO Belgaum Retail RO
HPCL HPCL HPCL
Near Railway Station No.77, Old Madras Road, Rani Chennama Nagar
Cuddapah:516004 Doorvaninagar P. O. Sambhaji Road,
K. R. Puram, P. B.No. 529
Bangalore:560 016 Belgaum
Mangalore Retail RO
HPCL
1st floor ’Deo Gratias’
Building
Chilimbi, Urwa Stores
Mangalore:575 006

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 IMPORTANT WEBSITES
14

http://www.hindustanpetroleum.com
http://www.hpgas.com
http://www.retail.in
http://www.hplubes.com
http://www.performance.gov.in
http://www.pgportal.gov.in
http://www.cpgrams-darpg.nic.in
http//www.dpg.gov.in
http://www.darpg.gov.in
http://www.iac.org.in
http://www.rti.gov.in

77
 Your opinions and comments
are important to HPCL.

You can share your feedback,

comments and compliments at :
http://www.hindustanpetroleum.com/feedbacklist

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