7

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• WhatareRetailOutlets/PetrolPumps?

• WhatisavailableatRetailOutlets?

• WhatarePetrol/Diesel/CNG/BrandedFuels?

• Whatarethemandatoryfacilities/servicesavailableatRetailOutlets?

• HowQuality/QuantityaremaintainedatRetailOutlets?

• Howtolodgeacomplaint?

Theanswerstotheabovequeriesaregivenbelow:

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

PetrolPump.InOilIndustryparlance,PetrolPumpsarereferredtoasRetailOutlets(ROs).

• AspertheexistingGovernmentpolicy,PetrolPumpscanbesetupbyPublicSectorOilCompaniesaswellasPrivateSectorOilCompaniesdealing instorageanddistributionofpetroleumproductsasperguidelines.Presently,theOilCompaniesengagedinretailbusinessofautomotivefuelsareIOC,HPC,BPC,NRL,MRPL,ONGC,RIL,EssarandShell.

2. Products Marketed at Retail Outlets :• Petrol, in technical language is called “Motor Spirit” (MS). It is mainly

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

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

ú Branded Petrol:Thisispreferredbynewgenerationvehicles.Itis

PETROL PUMPS (RETAIL OUTLETS)1

9

slightlycostlier thannormalPetrol. Ithasadditives foroptimizingperformanceofvehicles.Itissoldunderthebrandname“poWer”.

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

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

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

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

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

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

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

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

ú CNGcanbeusedinvehicleswhicharefittedwithaspecialkitmeantforthepurpose.Thevehicleneedsmechanicalchangeforitsuse.

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ú Itsavailabilityisbeinggraduallyincreasedinmorecities/ROs.

• Auto LPG:

ú ALPGmeetsBISstandardIS:14861whichhasOctaneNumberof88(minimum).

ú ALPGisacleanandenvironmentfriendlyfuel.

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

arangeofserviceswhichcanbeclassifiedasunder:

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

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

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

ú FilterPaperTest(forPetrol)

a)Cleanthemouthofthedispensingnozzletoremovestains.

b)Putadropofpetrolonthefilterpaperfromthenozzle.

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

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ú Customer should immediately lodgea complaint if FilterPaper isnotavailableattheRetailOutletfortestingofPetrol.ItisthedutyoftheDealertoprovideFilterPaperondemandbythecustomer.

ú DensityCheck(forPetrolandDiesel,includingbrandedfuels)

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

b)Fillabout3/4thofthejarwiththeproducttakenthroughnozzleoftheDispensingunit.

c)Dip the thermometerandhydrometer in the jarandrecord thetemperatureanddensity.

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

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

• Quantity:

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

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

• Price :Thesellingpricesofproductsaredisplayedprominentlyattheoutlet.Customersmustensuretotakecashmemoforeverypurchase.

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

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

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

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

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

4. Cashless Transactions HPCLhasbeenintheforefronttopromoteCashlesseconomy.Various

initiativetakenbyHPCLtofacilitateeasypaymentoptionsforcustomersareasunder:

• CashlessTransactionsacrossRetailoutletnetworkincludeLoyalty/CreditCards/DebitCardsandMobileWallets.

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

• MicroATMsinpartnershipwithIDFCBankandOxigen,areavailableatmanyretailoutlets

• CashatPOSat700+outlets

• ICICIhas launchedanQRcodebasedUPIsolutions forallHPCL

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outletsinDelhiandMumbai,whichallowsmoneytransferbetweenanytwobankaccountsbyusingasmartphone.

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

• HPCLOfficialWebsitehostslistofOutletsprovidingCashatPOSandlistofoutletswithcashlessmodesoftransactionsforinformationtocustomers,listofnewoutletsgetupdatedonadailybasis

• Charges and incentives for Digital Transactions.

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

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

[c] ForCreditCards,amaximumof1%ofConveniencefeewillbechargedbytheBanktotheCustomers.

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

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

• Forthesafetyofallconcerned,thefollowingprecautionsmustbeobserved:

ú Switchofftheenginebeforetakingdeliveryoffuel(toavoidpossiblefirecausedbyspillageoffuel)

ú PleaseDONOTsmokewithinthePetrolPumppremises.

ú NeverlightamatchstickwithinthePetrolPumppremises.

ú Itisadvisabletogetoffthevehiclewhilerefuelling.

ú Itisnotadvisabletocarrypetrol/dieselinplastic/glassbottles.

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6. Complaints :• Foranyunsatisfactoryserviceorproduct,customermaypleasebringittothe

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

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

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

7. Selection of Retail Outlet Dealer : Afteridentifyingthelocationforsettingupretailoutletdealership,HPCLreleases

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

ApplicationcanbemadeonlyintheprescribedformatforthelocationsadvertisedbyHPCL.CompletedapplicationshavetobesubmittedtotheconcernedRegionalOfficewithinthetimelimitasstipulatedintheadvertisement.

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

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

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• WhatisAutoLPG?

• Whataretheadvantages/availabilityofAutoLPG?

• WhyshouldwenotusedetachableLPGcylindersinVehicles?

• WhatisAutoLPGconversionkit,itscomponentsandfunctions?

• Is itmandatory toget theendorsementonRegistrationofVehicleafterfittingAutoLPGKit?

Theanswerstotheabovequeriesaregivenbelow:

1. Why Auto LPG (ALPG ) :

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

• Advantages of Auto LPG :

ú ALPGisaclean&environmentfriendlyfuel.

ú ALPGmeetsBISstandardIS:14861whichhasOctaneNumberof88(minimum).

ú ALPGfitmentinvehiclesissafe.

ú Lesspollutionandsmoothrunning.

ú Availabilityinmajorcitiesandtowns.

• Availability of Auto LPG :

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

AUTO LPG2

16

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

• Operation of Auto LPG Dispensing Stations (ALDS) :

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

ú AutoLPGisafreelypricedproductwithnogovernmentcontrols/subsidy.EachcompanycanfixthepriceofALPGbasedonitsowncommercialconsiderations.

ú AutoLPGisdeliveredonvolumetricbasis.

ú ThequalityofAutoLPGisgovernedbyIS:14861.

ú Auto LPG Dispensers are periodically calibrated using a mastercalibrationkit.

ú IncaseofanygrievanceregardingqualityandquantityofAutoLPGdelivered,thecustomercanmakeacomplainttotheSalesOfficerofthecompanywhosecontactdetailsaredisplayedattheALDS.

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

ú AsperCMVR115C,onlyfixedAutoLPGtankwithitssafetygadgets,approvedbyPESO,isallowedinmotorvehicles.

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

ú AutoLPGtankshallneitherbereplacedbydomestic/commercial/industrialLPGcylindernorwiththecylinderscontaininganyothergases.

• General instructions for motorists:

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

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

However, repair/maintenance of Auto LPG system and its

componentsshouldbecarriedoutatauthorizedworkshops.Ideally,

repairsshouldbedonebythesameRetrofitterwhohasoriginally

fittedALPGsystemtothevehicle.

ú AutoLPGtankandthepipingsystemshouldbecheckedregularly

foranyleakage.TheAutoLPGCylinderhastobetestedperiodically

inlinewithstatutoryrequirements.

ú IncaseofleakageintheLPGsystem,cutoffLPGsupplyandparkthe

carinopenarea,awayfromignitionsources.Moveallthepeopleto

asafedistancefromthevehicle,oppositewinddirectionandseek

assistanceofnearestauthorizedinstaller/workshop.

ú DonotusedomesticoranyotherdetachableLPGcylinderasauto

fuel,asitisapunishableoffenceunderLawandisalsohighlyunsafe.

ú AutoLPGre-fuelingtothevehicletankshouldbedoneonlyatthe

authorizedALDS,throughthedispensingnozzle.Donotfilldomestic

LPGoranyothergasinaLPGtank.

ú DomesticLPGdoesnotmeetOctanerequirementofAutoLPGand

itmaydamageEngineinthelongrun.

ú AfterrefuelingLPG,pleaseensurethatthedustplugisinsertedback

onthefillervalve.

ú Itisrecommendedtorunthevehicle5-7KMsinpetrolmodeafter

every100-150KmsruninLPGmode,tokeepthepetrolsystemin

goodcondition.

ú Itisagoodpracticetoputtheselectorswitchinneutralpositionfor

awhilebeforeswitchingovertoLPG.Switchingoverdirectlyfrom

petrolmodetoLPGmayleadtoenginestallingorbackfiredueto

mixingofbothfuels.

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ú NevertamperwithanyofthecomponentsintheLPGsystem.

ú Any other safety recommendation by vehicle / kit manufacturer

shouldbestrictlyfollowed.

• Auto LPG conversion kit, its components and functions :

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

assemblyforconvertingavehicletorunonLPGonbi-fuelmode.It

hasmainlythreeparts:

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

3-wheelervehicles,theautoLPGtankisinstalledunderthedriver’s

seat.

ú LPG delivery system through Vaporizer - Regulator and Ventura

Mixer.

ú LPGcontrolmechanism-Closedloopsystem(ECU,steppermotor

/Injector(s),EmulatorandOxygensensoretc.)oropenloopsystem

(manualpowerscrewwithoutanyfeedbackmechanism)

• Auto LPG Tank (ALT) and accessories :

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

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

motorvehicles.The tank shouldbeapprovedbyChiefController

ofExplosivesunderGasCylindersRules1981andmustmeetthe

requirementsasperIS:14899(asamendedfromtimetotime)

ú UnlikenormalLPGcylinder,eachautoLPGtankisfittedwithMulti-

FunctionValveforprotectionofthevehiclesystemandsafetyofthe

passengerandsurroundings.Itisanassemblyformountingonauto

LPGtankforfillingandwithdrawalofLPGalongwithsafetydevices

including:

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a)Automaticfillslimiter

b)Servicevalue

c)ExcessFlowCheckValve

d)PressureReliefValve

e)FusiblePlug

f) ContentGauge

g)Non-ReturnValveonfillconnector

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

Standard (amended from time to time) and approved by Chief

ControllerofExplosives,PESO.

2. Approval of Transport Authority :

After installingAutoLPGkit inyourvehicle, it ismandatory foryou toget its

registrationbookendorsedbythelocalRTO.

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1. SpecificationsofCNG:

Thebroadrangeof thevariousNaturalGascompositionsofC1,C2andC3 is

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

calorificvalue(Kcal/SCM)is8150to8950.

2. Advantages of CNG :

• Safety: Lighter than air hence, in caseof leakage there is nodangerousaccumulationofgasasitdispersesintheair.Itisunlikelytoignitedueto

HighignitiontemperatureandNarrowrangeofignition.Ithaslowestinjury

anddeathratepervehiclemile.CNGcylindersarestructurallymostsound

andpasstheseverestoftests.

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

leavesverylowlevelofpollutinggaseousemissionswithoutsmellanddust.

Incomparison toother fossil fuels,CNGprevents the reactiveprocesses

whichleadtotheformationofOzone(O3)inthetroposphere.

• Economical:Itischeaperthanconventionalfossilfuels.It’spaybackperiodisshort.

• Technical:CNGhasaveryhighanti-knock index (more than120ON). Itdoes not require refining plant or any additive doses and can be used

immediatelyafteritisproduced.Ithasnoevaporationleaksandspillslike

otherfuels,bothduringre-fuelingandfeedingofthecar. Itscombustion

producesavery lowquantityofcarbondeposits (permitsa longer lifeof

lubricantoil).

COMPRESSED NATURAL GAS (CNG)3

21

3. CNG for Automobiles -

• HPCLalongwithotherOilPSUshastakeninitiativestointroduceCNGasa

cleanfueltoreduce/controlthevehicularemission.

• AlltypesofvehiclescanrunonCNGbyinstallingCNGkits.CNGkitisan

assemblyofmanycomponents required to runexistingvehicleonCNG.

Thereare fewbasiccomponents,whicharecommon inall typesofkits,

irrespectiveof the vehicles such asCNGstorage cylinder, highpressure

tube,pressureregulator,pressuregauge,changeoverswitch,highpressure

tubefittings,refuelingreceptacleandairfuelmixer.

• MajorcomponentsofCNGkitforcarburetorfittedpetrolvehiclearePressure

Regulator,PetrolSolenoidValvewithmanualoverriseswitch(Stopspetrol

flowwhenoperatingonCNG);On-Offvalveandrefuelingconnector(Opens

orstopsgasflowtotheregulatorandincludesarefuelingdevice);Control

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

selectionswitch);CNGlevelIndicator(LEDIndicator);GasAirMixer;CNG

cylinderwithvalve,vaporbagandbracket;Petrolhose;Low-pressuregas

hose;Ignitionadvanceprocessor;Highpressuregastube;Wireharness;

NRV(NonReturnValve)inpetrolreturnline;Pressuregauge.

4. Safety -

• SafeRefillinginstructionsaredisplayedforallCNGVehiclesatCNGStation.

• Safetysymbolsandcautionaryinstructionsdisplayedallaround.

• Safetyleaflets/stickersdevelopedforawarenessonspecificoccasions.

• Safetyleaflets/stickersdevelopedanddistributed.

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

• Alwaysrefertothesupplier’s/OEM’smanualforthetrouble-shootingguide

anddonotdoityourself.

• Incaseofvehiclesundergoingrepairsinvolvingwelding,orheatapplication

toanypart(within1.5m)ofthecylinder,thecylindershouldbeemptiedand

degassedfirst.

• DonotinstallLPG,PropaneoranyothercylinderinplaceofaCNGcylinder.

Itisillegalandunsafe.

ForemergencyhandlingofanyCNGleak,usersmustbeawareofthelocation

andoperationofcylindervalve,mastershut-offvalveandburstdiscinthe

CNGsystem.Studyofthesystemandaskyourmechanictoidentifythese

partsforyou.

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

theseoperationstotheenduser’ssatisfaction.Itisadvisabletooperatethe

vehicleoccasionallyonpetroltoensurethatthepetrolsystemremainsin

goodworkingconditions.

Other Precautions:-

• Incaseofleakageinfuelsystem,vehiclesshallnotbeparkedwithin6mtrs.

peripheryofanysourceofignitionorfire.

• Incaseofvehiclesundergoingrepairsinvolvingwelding,orheatapplication

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

anddegassedfirst.

• TheCNGkit installed in thevehicleshouldbe insuredalongwithvehicle

accessories.Themotoristshouldnotifytheinsurancecompanytoprovide

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insuranceontheCNGsystem,forwhichadditionalpremiummaybecharged

bytheinsurancecompany.

• MotoristsshouldtaketheinsurancecoverfortheadditionalCNGkitsystem.

• InstallationofCNGinthevehicleisrequiredtobeendorsedintheVehicle

RegistrationCertificatebylocalRTO.

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

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• WhatisKerosene?

• WhatisPDSKerosene?

• Howitisdistributed?

Theanswerstotheabovequeriesaregivenbelow:

1. What is Kerosene ?

KeroseneisamiddledistillateproductandisprimarilyusedinIndiaforcooking

and illuminationpurposes.Duetosocio-politicalconsiderations,Kerosenehas

beenclassifiedasacommonman’sfuelandkeepingthis inview,thepriceof

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

IndustryparlanceitiscalledSKO(SuperiorKeroseneOil)

How is it distributed ?

• ThequarterlyquotaforeachStateisdecidedbyMOP&NG.

• TheentiredistributionofKerosenewithintheStates/UTsismonitoredand

controlledbytheFoodandCivilSuppliesAuthorityoftherespectiveStates

/UTs.

• InthedistributionofKerosene,HPCLisresponsibleformakingtheproduct

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

theupliftedSKOtoretailersunderthedirectionofFoodandCivilSupplies

Authoritieswhoalsodecidetheentitlementtoeachrationcardholder.

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

• KerosenebeinganessentialcommodityunderthePDS,theretailers(ration

shops)arerequiredtomaintainadequatestockofthesamefordistribution

torationcardholders.

KEROSENE4

25

2. Kerosene Prices :

PDSKerosenemustbesoldatthedeclaredpriceandtheconsumersarenotto

paypriceoverandabovethedeclaredprice.

3. In case of Complaints :

• Complaintsconcerningovercharging,blackmarketingandnon-availability

of PDSKerosene canbe lodgedwith the concernedStateCivil Supplies

Authoritiesforinvestigationandnecessaryaction.Incasetheredressisnot

madeby theCivilSuppliesAuthority, thecomplaintcanbe forwarded to

theDistrictCollectororSecretary,Food&CivilSuppliesDepartmentofthe

State.

• ComplaintsinvolvingHPCLdealerscanalsobelodgedwithusforresolution

as described under section Complaint / Public Grievance Redressal

Mechanism.

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

www.hpretail.in

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DOING THE RIGHT THINGS, THE RIGHT WAY - CORPORATE GOVERNANCE

CorporateGovernance

PublicGrievanceRedressal

CorporateGovernance

IntegrityPact

Right ToInformation

Act

Vigilance

79

11RIGHT TO INFORMATION ACT 2005 -

A BRIEF

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

informationisthemostimportantmeanstoacquireknowledge.

The information in thepossessionof thePublicAuthorities,by itselfdoesnotgive

anyaddedvaluetothepublic.Thisinformationbelongstothepublicandheldforthe

benefitofthepublic.

UNGeneralAssemblyrealizedthisandhasresolvedthattheFreedomofinformation

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

consecrated.TheCommonwealthHumanRightsInitiativepropoundsthattherightto

informationunderpinsallotherhumanrights.

Inthisdirection,theRighttoInformationAct2005,whichcameintoeffectfrom12th

October2005,empowersthepeopleofIndiawithfreeflowofinformationfromthe

Government.

Furtherdetailsareaccessibleat

http://www.hindustanpetroleum.com/righttoinformationact

HPCLhasprepareditsInformationManualasperrequirementsofSection4oftheRTI

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

HPCLvaluessuggestionsfordevelopmentoftheInformationManual.Youcansubmit

yoursuggestionstotheNodalOfficer,ShriP.SaduSunderatpsadusunder@hpcl.in

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

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

contactedatHPCL,PetroleumHouse,17JamshedjiTataRoad,Churchgate,Mumbai

400020.Telephone02222863618.

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80

COMPLAINT / PUBLIC GRIEVANCE REDRESS MECHANISM

13

Aconsumerwhowishestoregistercomplaintaboutanyproductorservicemaylodgethesamebyanyoneofthefollowingmethods:

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

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

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

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

statusofthecomplaintonthewebsite.

81

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

exceptincircumstancesbeyondcontroloftheCorporationviz.Naturalcalamities,

strikes, absenteeism, systembreakdownsor in caseswarranting investigation

etc.whichmaytakelongertoconclude.Insuchcase,aninterimreplywouldbe

sent.

6. Email:Theconsumerwhoisnotsatisfiedwiththeresolutionofthecomplaintmaysendemailtomktghqo@hpcl.co.inorcorphqo@hpcl.co.ingivingclearand

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

referencesmayalsobeincluded.

7. Public Grievance:

a. DesignatedofficersoftheCorporationwillbeavailableeveryFridaybetween

4.00PMto5.00PMatallmajor locations tohear& facilitate redressalof

grievancesofthepublic.

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

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

hindustanpetroleum.com

c. AlinkhasbeenprovidedonHPCLCorporatewebsite:

www.hindustanpetroleum.com for registering Public Grievances on the

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

82

HINDUSTAN PETROLEUM COPORATION LIMITED

REGISTERED AND HEADQUARTERS OFFICE

MARKETING HEADQUARTERS

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

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

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

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

DELHI CO-ORDINATION OFFICE 11thFloor,Tower-I,JeevanBharati,124,IndiraChowk,NewDelhi110001.

Tel.:011-23467123

HPCL LOCATIONS14

89

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

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

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

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

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

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

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

90

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

HPCL7thFloor,NorthTowerScopeMinar,DistrictCentreLaxmiNagarNewDelhi:110092

HPCLC/oHPCLRetailOutlet,PhoosMandi,MansaRoad,Bathinda:151001

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

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

HPCLSuchipind,GTRoadBypassJalandhar:144009

HPCLOppositeAsiaHotelGandhiNagar,JammuJammu&Kashmir:180004

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

HPCLHameerHouse,3rdFloor,LowerChakkar,ShimlaHP:171005

HPCL2ndFloor,S.J.TowerSector13,ToshamRoadHissar125005

91

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

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

HPCL5thFloor,MaruTower,KankeRoad,Ranchi:834008Jharkhand

SAMBALPUR RETAIL RO BHUBANESHWAR RETAIL RO

DURGAPUR RETAIL RO

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

HPCL5thFloorAlokBharatiBuildingBhubaneswar:751007Odisha

HPCLRajbandh,NH-2Durgapur:713212WestBengal

KOLKATA RETAIL ROHPCL6,ChurchLane2ndFloorKolkata:700001

92

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

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

HPCLD-500,TTCIndustrialAreaVashi,NaviMumbai:400705

HPCLF.L.GomesRoadVascodaGamaGoa:403802

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

HPCLPlotNo39,Sector-G,TownCentre,CIDCOAurangabad:431003

HPCLGroundFloor,KapasBhawan27A,RaceCourseRoad,Indore:452001

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

HPCL74-75GolBazarShaheedSmarak,NearGangotriApartmentJabalpur:482002

HPCLHPCLPakniIRDNearRailwayStationPakniSolapur–413242

NAGPUR RETAIL ROHPCLPostBoxNo.8OrientalBuildingS.V.PatelMargNagpur440001

93

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

HPCLPetroBhavan,2ndFloorNo82,TTKRoadAlwarpetChennai:600018

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

HPCLMDSREnclave,2ndFloorNo.90,BharatidasanSalaiCantonmentTrichy:620001

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

HPCLElathur,NearElathurRailwayStation,Kozhikode:673303

HPCLRakeshTowers,3rdFloorByePassRoadMadurai:625010

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

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

94

NORTH CENTRAL ZONE RETAIL REGIONAL OFFICESLUCKNOW RETAIL RO MUGHALSARAI RETAIL

ROMEERUT RETAIL RO

HPCLPlotNo.1,NehruEnclaveGomtiNagarLUCKNOW:226010

HPCL2ndFloor,NorthSquareBuildingNearIPMall,ShastriNagar,SigraVaranasi:221002

HPCLVillage:PootaVedvyaspuri,Partapur,IndustrialEstateMeerut:250103

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

HPCLLoknayakJayprakashBhavan6thFloor,DakBangalowCrossingFraserRd.Patna:800001

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

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

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

HPCL2NDFloor,NorthSquareBuildingNearIPMall,ShastriNagarSigraVaranasi–221002

95

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

HPCLTelBhavan,JyotiNagarSahakarMargJaipur:302005

HPCLBetweenHPCL&IOCLPetrolPumpBhagatKiKothiJodhpur:342005

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

HPCLHPCLPetrolPumpAmbalalPark,WaterTankRd.KarelibaugVadodara:390018

HPCLTelBhavan,1stFloorUniversityRoadRajkot:360005

KOTA ROHPCLHPCLPetrolPumpM/sKotaServiceStationNearKotraiChorahaGumanpuraKota–324007

96

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

HPCLNearSaiBabaTemple,Tadepalli:522501GunturDistrict

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

KADAPA RETAIL RO BENGALURU RETAIL RO BELGAUM RETAIL ROHPCLNearRailwayStationCuddapah:516004

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

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

MANGALORE RETAIL ROHPCL1stfloor’DeoGratias’BuildingChilimbi,UrwaStoresMangalore:575006