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CITIZENS / CLIENTSCHARTEROctober 2016

Future full of energy

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OBJECTIVEOFCITIZENS/CLIENTSCHARTER.................01

HPCLSMISSION&VISION...................................................02

INTRODUCTIONTOCITIZENS&CLIENTSCHARTER........03

CHAPTERS

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

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

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

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

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

6. DIRECTSALES-LUBRICANTS,GREASES&

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

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

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

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

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

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

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

13. COMPLAINT/PUBLICGRIEVANCEREDRESSAL

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

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

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

TABLE OF CONTENTS

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CITIZENS / CLIENTS CHARTER

ThemainobjectiveofCitizens/ClientsCharter

istoimprovethequalityofpublicservices.

This is done by letting people know the

mandate of the Corporation, how to reach

Companysofficials,whattoexpectinterms

ofservicesandhowtoseekaremedyincase

ofproblem.

TheCitizensCharterbyitself,doesnotcreate

anylegalright,butitsurelyhelpsinenforcing

theexistingrights.

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

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Mission & Vision

Our Mission

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

Itwillalsoattainscaledimensionsbydiversifyingintootherenergyrelatedfieldsandbytakinguptransnationaloperations.

Our Vision

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

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

TheCitizens /ClientsCharter (CCC) isawrittendeclarationbyaGovernment

Department/Organizationthathighlightsthestandardsofservicedeliverythat

itsubscribesto,avenueforgrievanceredressandotherrelatedinformation.In

otherwords,itisasetofcommitmentsmadebyaDepartmenttotheCitizens

/Clientsgroupswithrespecttostandardsofservicewhichitdelivers.Though

notenforceableinthecourtoflaw,theCCCisintendedtoempowercitizensand

clientssothattheycandemandcommittedstandardofserviceandavailremedies

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

appropriatelyconceivedandcarriedoutcanenthuseandenableorganizations

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

citizens/stakeholders/users/clients.

B. When was it introduced by Government of India ?

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

substantial increase in the literacy rate, citizens have increasingly become

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

theirdemandsbutalsotoanticipatethem.Since1996,aconsensushasevolved

intheGovernmentoneffectiveandresponsiveadministration.Itwaswiththis

background that in theConference of ChiefMinisters of States andUTs held

on24,1997,andpresidedoverbythethenPrimeMinister,anActionPlanfor

effectiveandresponsiveGovernmentattheCenterandStatelevelswasadopted.

OneofthemajordecisionstakenintheConferencewasthatDepartmentswould

INTRODUCTION

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formulate Citizens Charters startingwith those sectors that have large public

interface. Since then various Government Departments / organizations have

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

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

coordinatingandoperationalizingtheCCC.

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

perceptionofaGovernment,but it isnotnecessarilyasufficientone.Citizens

andclientsalsoexpect thatresultsshouldbedeliveredwithcourtesywithina

reasonable timeframe. Towardsthisend, in itsmeetingofJanuary28,2010,

itwasdecidedbytheHighPowerCommitteeonGovernmentPerformanceto

includeCitizens/ClientsCharterintheResultsFrameworkDocuments(RFDs)of

all62departmentsfortheyear2010-2011.

TheRFDprovidesasummaryofthemost importantresultsthatadepartment

expectstoachieveduringthefinancialyear.Thedocumenthastwoobjectives:

(a) Tomovetheemphasisofthedepartmentfromprocess-orientationtoresult-

orientation,and

(b) Toprovideanobjectiveandfairbasistoevaluatethedepartmentsoverall

performanceattheendoftheyear.Itmeansthatdepartmentssettheirown

targets consistentwith those agreedwith the Planning Commission and

theMinistryofFinance.TheseRFDsarevettedbyanindependentbodyof

non-governmentexpertsandareplacedontherespectivewebsiteof the

departments. RFD ispartof thePerformanceMonitoringandEvaluation

System(PMES),approvedbythethenPrimeMinisterin2009.Forfurther

detailsvisit:www.performance.gov.in

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

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

waybackin1997,thetrackrecordofimplementationinthebeginningwasless

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thansatisfactory.InspiteofstrongendorsementbytheSecondAdministrative

ReformsCommission,only ahandfulofdepartments in theStateandCentral

GovernmentdraftedCCCs.ThequalityofCCCdraftswasalsonotverysatisfactory

andmostofthemweredraftedasamereformalitywithoutanyrigorousquality

controloverthecommitments.Asaresult,theseCCCdraftswereneitheruseful

formeasuringperformanceofdepartmentswithrespecttothisimportantaspect

norwerethereanyactionsspecifiedforfailingtomeetthecommitmentslistedin

CCCs.

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

ThethenCabinetSecretary,intheyear2009,askedthePerformanceManagement

Division(PMD)tolookintothewaysofimprovingimplementationrecordwith

respect toCCCs. Itwasobserved thatdepartmentswerenot taking theCCC

exerciseseriouslyas therewasnoaction fornon-compliance. Inviewof the

abovefindings, itwasdecidedby theHighPowerCommitteeonGovernment

PerformancetoincludedevelopmentandimplementationofCitizens/Clients

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

indicatorsintheRFDsfor2013-14ofall62departments.

C. Recent implementation efforts :

Withtheabovedecision,thePerformanceManagementDivision(PMD),Cabinet

Secretary,hasworkedcloselywiththeDARPGtodevelopasetofuser-friendly

GuidelinesforimplementingSevottamCompliantCitizens/ClientsCharterand

GrievanceRedressMechanism.TheseGuidelineshavebeenfurtherrefinedafter

gettingstakeholdersfeedback.PMDalsocollaboratedwithDARPGtoorganize

seriesofworkshopsondesigningandimplementingCitizens/ClientsCharters

andGrievanceRedressMechanisminGovernmentdepartments.

PMDincollaborationwithNationalInformaticsCentre(NIC)designedasoftware

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toenabledepartmentscoveredundertheRFDPolicytocreateon-lineCitizens

/ClientsCharter(CCC). This isthefirstof itskindsoftwarewhichhasgreatly

improvedthequalityandmadeCCCsmoremeaningfulasitlaysaccountability

for implementing them.Toensureeffective implementationandusageof this

software,PMDorganizedseveraltrainings/workshopsincollaborationwithNIC.

Keepingwiththemottowhatgetsmeasuredgetsdone,PMDorganizedseveral

meetingswithdepartments to reviewprogress in implementing theCitizens /

ClientsCharterandtogetfeedbackonfunctioningofrespectivedepartments

CCCs.Thesemeetingswereorganizedforall62departmentswhowererequested

topresenttheirprogresstothemembersoftheAd-HocTaskForce(ATF)dealing

withtheirdepartment.

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

distinguished academicians from leading management institutes, former

SecretariestoGovernmentofIndia,ChiefSecretaries,privatesectormanagement

expertsandformerChiefsofpublicenterprises.InadditiontoreviewsbyPMD

andATF,theseCCCswerealsoreviewedbyateamfromtheIndianInstituteof

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

respectivedepartmentsandrevisedCCCswereincorporatedaccordingly.

Source:AdaptedfromGovernmentofIndiaCitizens&ClientsCharter.

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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.

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

Branded Petrol:Thisispreferredbynewgenerationvehicles.Itis

PETROL PUMPS (RETAIL OUTLETS)1

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slightlycostlier thannormalPetrol. Ithasadditives foroptimizingperformanceofvehicles.ItissoldunderthebrandnamepoWer.

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

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.

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

Branded Diesel :ThisispreferredbynewgenerationvehiclesandissoldbyHPCLunderthebrandNameTurbojet,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.

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

CNGcanbeusedinvehicleswhicharefittedwithaspecialkitmeantforthepurpose.Thevehicleneedsmechanicalchangeforitsuse.

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Itsavailabilityisbeinggraduallyincreasedinmorecities/ROs.

Auto LPG:

ALPGmeetsBISstandardIS:14861whichhasOctaneNumberof88(minimum).

ALPGisacleanandenvironmentfriendlyfuel.

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

arangeofserviceswhichcanbeclassifiedasunder:

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

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:

FilterPaperTest(forPetrol)

a)Cleanthemouthofthedispensingnozzletoremovestains.

b)Putadropofpetrolonthefilterpaperfromthenozzle.

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

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Customer should immediately lodgea complaint if Filterpaper isnotavailableattheRetailOutletfortestingofPetrol.ItisthedutyoftheDealertoprovidefilterpaperondemandbythecustomer.

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.

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

Quantity:

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

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/shemaycontactCompanysOfficerwhosename&contactnumberisdisplayedattheRetailOutlet.

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.

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

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.ThiswillbeintheformofCashBack,whichwillbecreditedtothecardholdersBankAccount.

[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:

Switchofftheenginebeforetakingdeliveryoffuel(toavoidpossiblefirecausedbyspillageoffuel)

PleaseDONOTsmokewithinthePetrolPumppremises.

NeverlightamatchstickwithinthePetrolPumppremises.

Itisadvisabletogetoffthevehiclewhilerefuelling.

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, acustomercanrecordthecomplaintintheComplaintandSuggestionBookavailableateachpetrolpumporcontactCompanysSalesOfficeronphone.

Awritten complaint can alsobe sent toCompanysSalesOfficer,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,andproceduresforselectionaredescribedintheadvertisementsasandwhentheyarereleasedandintheBrochure 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 :

ALPGisaclean&environmentfriendlyfuel.

ALPGmeetsBISstandardIS:14861whichhasOctaneNumberof88(minimum).

ALPGfitmentinvehiclesissafe.

Lesspollutionandsmoothrunning.

Availabilityinmajorcitiesandtowns.

Availability of Auto LPG :

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

AUTO LPG2

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

Operation of Auto LPG Dispensing Stations (ALDS) :

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

AutoLPGisafreelypricedproductwithnogovernmentcontrols/subsidy.EachcompanycanfixthepriceofALPGbasedonitsowncommercialconsiderations.

AutoLPGisdeliveredonvolumetricbasis.

ThequalityofAutoLPGisgovernedbyIS:14861.

Auto LPG Dispensers are periodically calibrated using a mastercalibrationkit.

IncaseofanygrievanceregardingqualityandquantityofAutoLPGdelivered,thecustomercanmakeacomplainttotheSalesOfficerofthecompanywhosecontactdetailsaredisplayedattheALDS.

Why should we not use detachable LPG cylinders in vehicles ?

AsperCMVR115C,onlyfixedAutoLPGtankwithitssafetygadgets,approvedbyPESO,isallowedinmotorvehicles.

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

AutoLPGtankshallneitherbereplacedbydomestic/commercial/industrialLPGcylindernorwiththecylinderscontaininganyothergases.

General instructions for motorists:

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

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Repair of LPG tank is not permitted under any circumstances.

However, repair/maintenance of Auto LPG system and its

componentsshouldbecarriedoutatauthorizedworkshops.Ideally,

repairsshouldbedonebythesameRetrofitterwhohasoriginally

fittedALPGsystemtothevehicle.

AutoLPGtankandthepipingsystemshouldbecheckedregularly

foranyleakage.TheAutoLPGCylinderhastobetestedperiodically

inlinewithstatutoryrequirements.

IncaseofleakageintheLPGsystem,cutoffLPGsupplyandparkthe

carinopenarea,awayfromignitionsources.Moveallthepeopleto

asafedistancefromthevehicle,oppositewinddirectionandseek

assistanceofnearestauthorizedinstaller/workshop.

DonotusedomesticoranyotherdetachableLPGcylinderasauto

fuel,asitisapunishableoffenceunderLawandisalsohighlyunsafe.

AutoLPGre-fuelingtothevehicletankshouldbedoneonlyatthe

authorizedALDS,throughthedispensingnozzle.Donotfilldomestic

LPGoranyothergasinaLPGtank.

DomesticLPGdoesnotmeetOctanerequirementofAutoLPGand

itmaydamageEngineinthelongrun.

AfterrefuelingLPG,pleaseensurethatthedustplugisinsertedback

onthefillervalve.

Itisrecommendedtorunthevehicle5-7KMsinpetrolmodeafter

every100-150KmsruninLPGmode,tokeepthepetrolsystemin

goodcondition.

Itisagoodpracticetoputtheselectorswitchinneutralpositionfor

awhilebeforeswitchingovertoLPG.Switchingoverdirectlyfrom

petrolmodetoLPGmayleadtoenginestallingorbackfiredueto

mixingofbothfuels.

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NevertamperwithanyofthecomponentsintheLPGsystem.

Any other safety recommendation by vehicle / kit manufacturer

shouldbestrictlyfollowed.

Auto LPG conversion kit, its components and functions :

LPG conversion kit: ALPG conversion kit is a complete system

assemblyforconvertingavehicletorunonLPGonbi-fuelmode.It

hasmainlythreeparts:

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

3-wheelervehicles,theautoLPGtankisinstalledunderthedrivers

seat.

LPG delivery system through Vaporizer - Regulator and Ventura

Mixer.

LPGcontrolmechanism-Closedloopsystem(ECU,steppermotor

/Injector(s),EmulatorandOxygensensoretc.)oropenloopsystem

(manualpowerscrewwithoutanyfeedbackmechanism)

Auto LPG Tank (ALT) and accessories :

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

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

motorvehicles.The tank shouldbeapprovedbyChiefController

ofExplosivesunderGasCylindersRules1981andmustmeetthe

requirementsasperIS:14899(asamendedfromtimetotime)

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

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.Itspaybackperiodisshort.

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

immediatelyafteritisproduced.Ithasnoevaporationleaksandspillslike

otherfuels,bothduringre-fuelingandfeedingofthecar. Itscombustion

producesavery lowquantityofcarbondeposits (permitsa longer lifeof

lubricantoil).

COMPRESSED NATURAL GAS (CNG)3

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3. CNG for Automobiles -

HPCLalongwithotherOilPSUshastakeninitiativestointroduceCNGasa

cleanfueltoreduce/controlthevehicularemission.

AlltypesofvehiclescanrunonCNGbyinstallingCNGkits.CNGkitisan

assemblyofmanycomponents required to runexistingvehicleonCNG.

Thereare fewbasiccomponents,whicharecommon inall typesofkits,

irrespectiveof the vehicles such asCNGstorage cylinder, highpressure

tube,pressureregulator,pressuregauge,changeoverswitch,highpressure

tubefittings,refuelingreceptacleandairfuelmixer.

MajorcomponentsofCNGkitforcarburetorfittedpetrolvehiclearePressure

Regulator,PetrolSolenoidValvewithmanualoverriseswitch(Stopspetrol

flowwhenoperatingonCNG);On-Offvalveandrefuelingconnector(Opens

orstopsgasflowtotheregulatorandincludesarefuelingdevice);Control

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

selectionswitch);CNGlevelIndicator(LEDIndicator);GasAirMixer;CNG

cylinderwithvalve,vaporbagandbracket;Petrolhose;Low-pressuregas

hose;Ignitionadvanceprocessor;Highpressuregastube;Wireharness;

NRV(NonReturnValve)inpetrolreturnline;Pressuregauge.

4. Safety -

SafeRefillinginstructionsaredisplayedforallCNGVehiclesatCNGStation.

Safetysymbolsandcautionaryinstructionsdisplayedallaround.

Safetyleaflets/stickersdevelopedforawarenessonspecificoccasions.

Safetyleaflets/stickersdevelopedanddistributed.

22

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

Alwaysrefertothesuppliers/OEMsmanualforthetrouble-shootingguide

anddonotdoityourself.

Incaseofvehiclesundergoingrepairsinvolvingwelding,orheatapplication

toanypart(within1.5m)ofthecylinder,thecylindershouldbeemptiedand

degassedfirst.

DonotinstallLPG,PropaneoranyothercylinderinplaceofaCNGcylinder.

Itisillegalandunsafe.

ForemergencyhandlingofanyCNGleak,usersmustbeawareofthelocation

andoperationofcylindervalve,mastershut-offvalveandburstdiscinthe

CNGsystem.Studyofthesystemandaskyourmechanictoidentifythese

partsforyou.

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

theseoperationstotheenduserssatisfaction.Itisadvisabletooperatethe

vehicleoccasionallyonpetroltoensurethatthepetrolsystemremainsin

goodworkingconditions.

Other Precautions:-

Incaseofleakageinfuelsystem,vehiclesshallnotbeparkedwithin6mtrs.

peripheryofanysourceofignitionorfire.

Incaseofvehiclesundergoingrepairsinvolvingwelding,orheatapplication

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

anddegassedfirst.

TheCNGkit installed in thevehicleshouldbe insuredalongwithvehicle

accessories.Themotoristshouldnotifytheinsurancecompanytoprovide

23

insuranceontheCNGsystem,forwhichadditionalpremiummaybecharged

bytheinsurancecompany.

MotoristsshouldtaketheinsurancecoverfortheadditionalCNGkitsystem.

InstallationofCNGinthevehicleisrequiredtobeendorsedintheVehicle

RegistrationCertificatebylocalRTO.

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

24

WhatisKerosene?

WhatisPDSKerosene?

Howitisdistributed?

Theanswerstotheabovequeriesaregivenbelow:

1. What is Kerosene ?

KeroseneisamiddledistillateproductandisprimarilyusedinIndiaforcooking

and illuminationpurposes.Duetosocio-politicalconsiderations,Kerosenehas

beenclassifiedasacommonmansfuelandkeepingthis 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

26

27

28

LPG5

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

The Product LPG

LPGstandsforliquefiedpetroleumgas.LPGmarketedbyusunderthebrandnameHPGasconformstoBureauofIndianStandardsspecificationno.IS4576.Itcanbeeasilyliquefiedatatmospherictemperatureundermoderatepressure.LPGinitspureformiscolourlessandodourless.However,compoundsareaddedtogiveitadistinctsmellsothatifleaked,itcanbeeasilydetected.

LPG Installation

LPGisusedindomestichouseholdthroughaninstallation.AtypicalLPGinstallationconsistsofacylinder,pressureregulator,LPGHoseandagasstove.Theequipmentshouldconformtothefollowingstandards:

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

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

Tare/grossweight,testdate,serialnumber,ISImonogram,Oilmarketingcompanys

29

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

TheliquidLPGvaporisesatnormalatmosphericpressureandtemperatureflowsoutofcylindertotheburnerheadofthegasstoveinair-gasmixture,inaproportionthatgetsignitedwhenlitwithamatch-stick.

Public Distribution System for LPG Marketing in India

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

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

Non-domesticconsumersinthefollowingcategoriesshallalsobetreatedatparwithdomesticconsumerforentitlementofsubsidizedLPGcylinders:

Government/MunicipalHospitalsforwhateverpurposetheytake.

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

schemes.

CanteensattachedtoGovernmentOffices(Govt.includesStateGovt.andlocal

bodiesandtheirinstallationandGuestHousesetc.)

MessesofPolice,BSFandCISFinadditiontokitchensandmessesoftheDefence

establishments.

CanteensrunoncooperativebasisunderCooperativeSocietiesAct.

Laboratoriesattachedtoschools,colleges&researchinstitutions.

30

CharitableinstitutionsregisteredundertheSocietiesAct.

RedCrossSocietyallbranches.

Fornon-domesticcommercial, Industrial,Automotiveusageetc.LPGissoldatnonsubsidizedprice.

Distribution Network

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

Services

ServicesrenderedbythedistributorstoLPGconsumersaregivenbelow:

1. ReleaseofNewLPGConnections&AdditionalCylinder(DoubleBottleConnection).

2. FacilitiesforbookingLPGrefill.

3. RefillDeliveryTwomodesofcylinderdeliveryareinpractice.

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

(b) RGGLV- customers have to collect filled cylinders from the LPG storagegodown at declared RSP. Customers are not entitled to any rebate forCash-and-carrysupplies.

4. Transferring/TerminatingtheLPGconnectionwhenacustomershiftsresidenceoutsidethedistributorsareaorservicereasons.

31

5. SafecustodyofLPGconnection:PipedNaturalGas(PNG)customers,customers

usingLPGthroughReticulatedsystemandcustomerswhodonotintendtouse

thecylinderforreasonablylongtimecanhandovertheirLPGCylinder/s&DPR

tothedistributorandobtaina safecustodyvoucheralongwithrefundofthe

securityamount.

6. ChangeintheNameofconnection-incaseofdemiseoftheLPGconnectionholder

ortransferwithinfamily,regularisationofLPGconnectionforwhichdocument

is in someone elses name, regularisation of connection against genuine LPG

equipment(cylinder/DPR)heldwithoutdocumentsasperprocedureapproved

byHPCL.

7. PreferredTimeDelivery:LPGDistributorsofferaPreferredTimeLPGDelivery

Scheme to facilitate consumers especially working men and women to get

deliveryofLPGrefillaspertheirconvenienceforasmallpremium.

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

Service Conditions TimeframeRegistrationfor

newdomesticLPG

connection

a) Above18yearsofageb) Nomemberofthehousehold

hasLPGconnectionunderPDSorPNGconnection

c) Residinginthedistributorsoperatingarea

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

Immediate

Release/installation

ofnewConnection/

DBC

a) IntimationinwritingbythedistributorofMaturityofturn

b) Produce&submitproofofresidence&identity

c) SubmitStandardundertaking#

Sevenworkingdays

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d) Depositsecurityamount##e) Hotplateinspection

(purchasedfromsourceotherthantheLPGdistributor)afterpaymentofprescribedInspectioncharges##.

f) Inter/intraOilCo.de-duplicationcheck**

Acceptanceofrefill

booking

Whennopreviousrefillorderispending

Immediate

Deliveryofrefill Availabilityofstocks* Sevenworking

days*Leakagecomplaint Intimationtodistributor/

emergencyservicecellImmediateguidance

atcontactpoint.PreparationofTV

&refundsecurity

deposit

a) Surrenderofloanedequipment(cylinder/s&PR)ingoodcondition

b) SubmissionoforiginalSV(incaseSVislostanaffidavitinlieuthereof)#

Oneworkingday

Changeofnamein

caseofdeath

a) EligibilityasapplicablefornewLPGconnection

b) DeathCertificateofcustomerc) Successioncertificate/

Standardundertaking#d) Produce&submitproofof

residence&identity,KnowYourCustomer(KYC)form

e) SubsidizedCylindersdrawnbyoriginalconsumershallbecountedandonlythebalanceentitledtothetransferee.

f) Satisfyde-duplicationcheck**

Oneworkingday.

33

Transferof

connection

withinfamily/

Regularisation

a) EligibilityasapplicablefornewLPGconnection

b) Consentletterfromcustomerc) Standardundertakings#d) Produce&submitproofof

residence&identity,KnowYourCustomer(KYC)form

e) SubsidizedCylindersdrawnbyoriginalconsumershallbecountedandonlythebalanceentitledtothetransferee.

f) Satisfyde-duplicationcheck**

Oneworkingday

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

Customer Relations

ATollFreetelephonenumber18002333555isavailabletocustomersbetween8AMand8PMforanyqueries,suggestionsorcomplaintsrelatedtotheirLPGconnection.

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

34

telephoneorpersonallyvisittheCellforassistance/grievanceredressal.DetailsoftheCellareavailablewiththedistributorandalsoatourwww.hindustanpetroleum.com

CustomerscanmeettheSalesOfficerduringtheirperiodicvisitsonpre-determineddaysatLPGdistributorshipsforresolutionoftheirqueries/complaints.

Emergency Service

Distributorsrenderpromptassistance incaseofgas leakageandothercomplaints.The telephonenumbers arementionedon the refill cashmemos, displayed at thedistributorsshowroomandalsoavailableontheOilCompanieswebsites.TheServicesrenderedbythedistributorforattendingtoleakagecomplaintsarefreeofcharge.

Expectations from the Customer

UsersneedtofollowsafeoperatingpracticeswhileusingLPG.Thesearegivenbelow:

Simple rules of usage Cylindermustbealwayskeptinverticalposition,awayfromanysourceofheat

andinaventilatedplace.

Thehotplateshouldalwaysbeplacedonaplatform(madeofnon-flammable

material)abovethecylinderlevel.

Alwaysremembertoswitchoffthepressureregulatorwhenthestoveisnotin

use,especiallyatnight.Nevertamperwithortrytorepairthecylinderorallied

equipmentyourself.

Makesureallpartsoftheinstallationareingoodcondition. Ifanythingseems

wrongwithanypart,distributorstrainedmechanicmaybecalled.

Itissafertowearcottonclothingwhileworkinginthekitchen.Useofdupatta,

sariorclothtohandleutensilscouldbeafirehazard.

Wearingafireretardantapronwhilecookingisasafepractice.

35

Childrenmustbekeptawayfromtheinstallationwhilecooking.

UseonlyISImarkedHOTPLATES.

Neverleavethehotplateunattendedwhileinuseastheburnersflamecouldgetextinguishedduetooverflowofcookingmaterialorevenwithgustofwind.ThiswouldleadtoleakageofGasfromtheburner.Theaccumulatedgascouldgetignitedbythesecond/otherburnerinoperationoranyothersourceofignition,resultinginfire.

FryPan/PressureCookershouldbeplacedinamannersothattheirhandleisawayfromtheflame.

Plasticitemsmustbekeptawayfromthegasstove.

RubbertubeistheweakestlinkinaLPGconnection.Itmustberegularlycheckedandchangedimmediatelyincaseanyvisiblecracks/damagearenoticed.UseofSURAKSHALPGhosesoldbyLPGdistributorisrecommendedforitsenhancedsafetyfeaturesandlongerlife.RubberTube,ifused,mustbeISIapproved.

Asarule,therubbertubemustbereplacedeverytwoyearsandSurakshaLPGhoseeveryfiveyears.

Thesafetycapmustalwaysbeputonthevalveoftheunusedcylinders,whether

fullorempty.

AtthetimeofRefillDelivery

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

36

Inspection of the LPG Installation

CustomersmustinsistonamandatoryinspectionoftheirLPGinstallationoncein2years,bythetrainedmechanic.ThisserviceisavailableonpaymentoftherequisitechargesapprovedbytheOilCompany.ThiswillhelpinsafeupkeepofthedomesticLPGinstallation.

In case of Leakage

IntherareeventofLeakageorincasethereissmellofgas:

Turnthepressureregulator(DPR)knobtotheOFFposition.

Putoutallsourcesoffireinthekitchen/vicinitysuchasagarbattiandpoojalampetc.

DoNotlightmatchstick/lighter.DoNotswitchOnorswitchOffanyelectricalswitches(includingmainswitch).Rememberthatelectricalswitchesanddrycelltorchesgeneratesparkwhileswitchingonoroff.

Openalldoorsandwindowsforventilation

Getintouchwiththedistributor/theEmergencyServiceCellafterofficehours

andonSundaysandholidays.

In the event of accident

AllregisteredLPGconsumersarecoveredunderaninsurancepolicytakenbythePSUOilCompanies.

Incaseoftheunfortunateeventofanaccident,thecustomermustimmediatelyinformthedistributorinwriting.ThedistributortheninformstheconcernedOilCompanyandthe InsuranceCompanyabout thesame.Thedistributorwillofferassistanceto thecustomerincompletingtheformalitiesofinsuranceclaimsarisingoutoftheaccident.

Inadditiontotheabove,allLPGdistributorsalsohaveThirdPartyLiabilityInsurancetocoverlossesintheeventofanLPGaccident.

37

Customer Obligations

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

CustomermustadoptsafepracticeswhileusingLPG.

CustomersmustnotacceptLPGcylindersfromanysourceorpersonsotherthantheLPGdistributorwithwhomtheyareregistered.

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

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

TheuseofLPGisregulatedbyLPGas(RegulationofSupply&Distribution)Order

oftheGovt.ofIndia.Asperthisorder:

LPGconnectionisissuedonlyinthenameofanyadultmemberofthehousehold

byaGovernmentOilcompanyunderthepublicdistributionsystem.Household

meansafamilyconsistingofhusband,wife,unmarriedchildrenanddependent

parentslivingtogetherinadwellingunithavingcommonkitchen.

AnexistingcustomerofdomesticLPGconnectionofaGovernmentOilCompany,

whodesirestoavailPNGconnection,isobligedtoeithersurrenderthedomestic

LPGconnectionorconvert it todomesticnon-subsidizedcategorywithinsixty

daysfromthedateofobtainingPNGconnection.

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

whetherofthesameoilcompanyorofdifferentoilcompanies,canretainonly

oneconnection.Theadditionalconnection/s,ifany,mustbesurrenderedtothe

distributorandrefundofthedepositamountobtained.

38

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

connectionthroughReticulatedsystemintheirhousehold,theexistingdomestic

LPGconnectionmust be surrenderedwith thedistributor. Thedistributorwill

issueTVforSafeCustodyandrefundofdepositamount.Detailsofthesame

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

howeverretaintheLPGconnectionbutuseonlydomesticnon-subsidizedLPG

cylindersforthesame

39

40

Hindustan Petroleum Corporation Limited has attained the leadership position in

salesoflubesandlubebaseoilscombinedtogetherduringthefinancialyear2013-14.

HPCLownsandoperatesthecountryslargestsinglesiteLubeBaseOilRefinerywith

aproductioncapacityexceeding450000MTp.a.withcapabilitytoproduceGroupI,II

andIIIgrades.HPCLmanufacturesawiderangeoflubricantsandspecialtiesprimarily

atsevenLubemanufacturingplantsacross India,whichmeet thediverse technical

requirementsoftheautomotive,industrial,electricalandmarinesectorsinadditionto

productsdesignedforuseinspecialisedapplications.

Lubricants & Greases

Lubricants(alsogenericallyreferredtoasLubes)initssimplesttermisasubstanceusedtoreducethefrictionbetweentwomovingsurfaces,aimedatreducingwearandtearofthecomponentsandimprovingitsefficiency.Lubesfindapplicationinalmostallwalksoflife,startingwithlubricationofmotorvehicles,railwaylocomotives,ships,aeroplanes, agriculturalpumpsets,generator sets,heavyearthmovingequipmentlikeexcavators,allindustrialunitssuchaspowerplants,steelplants,cementplantsetc.Lubricantstypicallycompriseof8595%baseoilsfortifiedwithperformancespecificadditivesrequiredforthetargetedapplication.

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

Lubricantsaregenerallyclassifiedintomajorgroupsasgivenbelow:

AutomotiveLubricants

IndustrialLubricants,includingrelatedSpecialties

DIRECT SALESLUBRICANTS, GREASES & SPECIALTIES

6

41

MarineOils

ProcessOils

AutomotiveLubricantsarefurtherdividedintoDieselEngineOils,PetrolEngineOils,

AutomotiveSpecialties andAutomotiveGreases.Anumberof automotiveoils are

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

signifies,areusedinvesselsandpowerplants,whereenginesaretypicallyofhigher

capacityrunningonheavyfuelsandaremorepowerful,hencetheyrequirespecial

typesofoils.

IndustrialLubricants,asthenamesignifies,areusedforindustrialapplications.This

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

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

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

components.

ProcessOilsareoftenincludedinlubricantsalesstatistics.Theseareoilswhichare

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

industry.Theyarealsousedasmediumforcarryingthepigmentincertaingradesof

printinginksetc.,ProcessOilsarebracketedwithLubricantsastheyarealsomostly

petroleumbasedproductsfromoilrefiningprocess.

HP Lubes Marketing

LubesandgreasesaremarketedbyHPCLundertheumbrellaHPLubes.HPCLblends

closeto500differentgradesandmarketsmorethan900StockKeepingUnits(SKUs),

whichcoversawiderangeofautomotiveandindustrialapplications.

MajorautomotivegradesincludeourMilcyrangeofDieselEngineOils(HPMilcyTurbo

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

MilcySuper,HPMilcy40,etc.),CruiserangeofoilsforpassengercarsrunningonPetrol

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

for2-strokeengine,HPRacer4for4-strokeengines)andHPGasenolforpassenger

42

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

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

RegionalOfficeswhosedetailsareavailableontheHPwebsite.

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

HPCLaimstoensurethatitsesteemedcustomersgetproductsofthedesiredquality

andquantitythroughrobustproductdesignandmanufacturingprocesscomplemented

bystringentqualitycontrolchecksatvariousstages.Thestepsincludethefollowing:

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

practices to ensure superior performance in the field, wherein performance

enhancement additives and raw materials are identified and sourced from

trustworthy transnational and Indian manufacturers. Products are developed

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

has passed the performance requirements under laboratory conditions, it is

exposed to rigorous field trials under HPCL supervision or jointlywithOEMs

forestablishingitsperformanceunderactualfieldconditionsincludingsevere

43

weatherandoperatingconditions.Productaccreditationsarethereafterobtained

frominternationalandIndianinstitutionsandbodiesconcernede.g.,American

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

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

SafetyDataSheets(MSDS)areavailableforHPlubecustomersondemand.

Manufacturing:BaseOils,additives,otherrawmaterial,packageshavetopass

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

carriedoutbyatdulyequippedQClabsstaffedwithtrainedprofessionals.The

productsaremanufacturedatplantsaccordingtothelaiddownproceduresand

formulations,with theprocessmonitoredandcontrolled throughprofessional

plantteams.Thefinishedproductsarereleasedformarketingonlyafterpassing

theapplicableQCtests.Lubeplantsareequippedwithautomaticweightbased

fillingmachines forensuringaccurateproductquantity in thecontainerwhich

aresupplementedbyrandomchecksformonitoringthepackweightsatregular

intervals.

Logisticsandstorage:Lubesmovementfromplantsiscarriedoutthroughtrucks

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

receivinglocationsorcustomersites.HPCLdepotsundertakerequiredchecks

whilereceivingtheproductsintotheirgodownoryards,whereinthestorageis

asperstandardssetforthelubepackageconcerned.

Recommended due diligence for buyers :

Automotive and other original equipment manufacturers (OEM) recommend

thespecificationofthelubestobeusedintheirmachines,whichareaccording

to their equipment design requirements, component metallurgy etc. Users

are advised to comply with OEM specifications while selecting the product

forpurchase,whichareusuallyprovided in theOEMsownersmanual,OEM

websitesetc.,HPCLRegionalOfficeteamsareavailableforfurtherguidanceon

productselection,ifrequired.

44

Pleasecheckthepackpriortopurchase,forensuringthatitisinpropersealed

condition.HPCLendeavourstomakeavailablepackswhicharesecurelysealed

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

productsreachcustomersingoodcondition.

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

customersarerequestedtocheckthesameatthetimeofpurchase.Tampering

withtheprintedMRPonthepackbyanypartyisnotpermittedandcustomers

arerequestedtoinformHPCLifsuchissuesareobservedatthetimeofpurchase

ofHPCLlubespackages.

Likeallpopularbrands,HPLubesalsohavecopy-catmetootypeofproducts

in themarket,whichmimic thebrandingandcolourschemeofHPCLbrands.

Customersareadvisedtocheckforthegenuinenessofthepackatthetimeof

purchase.

How to provide Feedback / Register Complaints ?

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

number/emailIDasunderwherefeedback/complaintcanberegistered.

Address:

SeniorManager-Branding

HindustanPetroleumCorporationLimited

RetailLubes,2ndFloor,HindustanBhavan,

8,S.V.Marg,BallardEstate,Mumbai400001.

Telephone:022-22637000

TollFree:18001204725

Email:lubescare@hpcl.in

45

46

AVIATION7

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

ATFissuppliedtobothcivilaswellasdefenseaircrafts.

OurnetworkcoversallthemajorairportsinIndia.HPCLhasplanstoexpanditfurther.

Listofairports,whereHPCLisextendingrefuelingservicesaregivenbelow:

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

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

concessionairesforinto-planerefueling.

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Approach for Supplies :

OnecancontactusforrefuelingrequirementsofaircraftataboveairportswhereHPCLisoperatingoratthefollowingaddress:

HPAviationHubHindustanPetroleumCorporationLimited,ChennaiAirport,PallavaramCantonmentChennai-600043Phone:089396688Emailusatjetfueldesk@mail.hpcl.co.in

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

ATFpriceapplicableforthedayisavailableonourwebsite:http:// goo.gl/Qp9WKh

Customerscanalsoreachuson:http://www.hpaviation.in

Quality Control System :

TheJetFuelmanufactured/suppliedbyusconformsto:

BISspecificationIS:1571:2008.(LatestIssue)

InternationalstandardspecificationDEFSTAN91-91(LatestIssue)

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

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

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ofATF.Adherencetooperatingstandardsandproductqualityisverifiedwithstrict

adherencetoinspectionschedules.

AtOpenAccessairports,FuelhydrantfacilityoperationsandInto-plane(ITP)refuelingiscarriedoutthroughauthorisedthirdpartiestrainedtohandleATFandoperationalactivities.

Health, Safety and Environment :

AlltheAviationServiceFacilitiesareconstructedwithaviewtoprovidesafe,reliableandqualityservicetoourcustomers.Adequatestoragecapacity,pumpingarrangementsandalliedfacilitieswithtrainedmanpowerensurethatASFmeetstheexpectationsofthecustomers.

Thefacilitiesarewellequippedtotakecareofallthesafetyrequirements.AlltheASFfacilitiesareregularlyinspectedonalloperationalparametersbyinternalaswellasbyexternalagencieslikeDGCA,IATAFuelQualityPool,DomesticandInternationalAirlinecustomers.

Feedback System :

Wehavecomprehensivesystemofinteractionwithourcustomerstogettheirfeedbackandsuggestions.

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

Complaint Resolution :

ACustomerwhowishestoregisterfeedbackorcomplaintaboutfuelorservicemaylodgethesamebyanyoneofthefollowingmethods

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

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Buyer can contact HPCLs Location in-charge / Officer at the airport and

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

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

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

Buyercanwritethefeedback/complaintonourCorporate:

http://www.hindustanpetroleum.com

Buyercanalsosendacommunicationtothefollowingofficer:

DGM-Aviation(Mktg)

HindustanPetroleumCorporationLimited,

AviationSBU,GroundFloor,HindustanBhavan,

8,S.V.Marg,BallardEstate,Mumbai400001.

Phone:022-22637452

Email:mktghqo_aviation@hpcl.in

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Projects & Pipelines Department8

HowaContractorcangetregisteredforSupply/WorkContracts/ServiceswithHPCL?

WhereistheApplicationforRegistrationavailable?

WhatistheprocedureforinvitingbidsfromContractorsandSuppliers?

Where is the information regarding tenders floated and Contracts awardedavailable?

Whomtobecontactedincaseofcomplaints/suggestionsregardingmalpracticesatProjectsites?

WhatarethepreventivemeasuresbeingundertakentowardssafetyandsecuritytheCrossCountryPetroleumPipelines?

Howtoprovideinformationincaseofuntowardincidentatthepipelineslocation?

The answers to the above questions are given below :

1. Vendor Registration for Contractors / Suppliers :

Categoryofjobsforwhichregistrationcanbedone:

Basedontherequirementoftheprojectandusergroup,VendorRegistrationisdone.Followingcategoriesareavailableforregistration:

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

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

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2. Mode of Registration :

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

2.2 Onlineapplicationsare invited fromsuitablevendorswhoare technicallycompetentandfinanciallysound tosupplymaterialandprovideservicesatoptimalcostwithinspecifiedtimeframe,asperdesiredquantity,qualityandspecifications.

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

2.4 TheapplicationsreceivedforvariouscategoriesarescrutinizedbyVendorManagementCommittee(VMC)andtheresponsetothevendorwhohasrequestedforenlistmentiscommunicatedbyVendorManagementOfficer(VMO).

Theapplicationsareexaminedbythecommitteeforthefollowingpoints:

a) Vendorscapabilities.

b) Turnover:TheAuditedBalanceSheetandProfit&Lossaccountsoflast3yearsofthevendorsshouldbeusedastools

c) Sizeoforganizationandfacilitiesavailable

d) Geographicallocation

e) Financialstanding

f) Reputation

g) Tradeexperience

h) Dependabilityetc.

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2.5 Updation of Vendor list :

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

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

3. Inviting Tender Bids :

3.1 Basedontherequirementandvalueofthetender,twotypesoftendersareinvitedviz.LimitedorPublicTenders.

3.2 Limitedtendersareinvitedforcategoriesofworkwheresufficientregisteredsuppliers/contractorsareavailable.Proximityofsupplysourceiskeptinviewwhileinvitinglimitedtenderenquiries.

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

3.4 DetailsoftenderenquiriesissuedareuploadedonCorporationswebsite:http://www.hindustanpetroleum.com.

3.5 MSE Registered Units:

3.5.1 ThefollowingpointsareapplicableincaseofMSEunits:

a)Exemptedfromtenderfee,EarnestMoneyDeposit(EMD).

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

3.5.2 Theabovearesubjecttofulfillingofthebelowmentionedcriteria:

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

b)UdyogAdharRegistrationforMSEsisacceptable.

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3.6 Opening of Bids :

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

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

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

4. Award of Contract :

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

5. Redress of Grievances:

OnlineGrievancescanbelodgedthroughourwebsite:http://www.hindustanpetroleum.com

6. In case of complaints :

Complaintsagainstunfairpracticespertainingtoexecutionofcontractsetc.canbelodgedwithP&PHeadquartersatMumbai,attheaddressgivenbelow:

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DeputyGeneralManager-

Engineering&ProjectsDepartment

DeputyGeneralManager-

PipelineProjectsHindustanPetroleumCorporationLtd. HindustanPetroleumCorporationLtd.2ndFloor,GreshamAssuranceBldg.,

SirP.M.Road,Fort,Mumbai400001.

Phone:022-22608508,

Email:corphqo@hpcl.in

1stFloor,HindustanBhawan,

8,S.V.Road,BallardEstate,

Mumbai400001.

Phone:022-22654110,

Email:corphqo@hpcl.in

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

Eachstation/sectionalizingvalvestations/CathodicProtection(CP)Stationsareprovidedwithroundtheclocksecurity.

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

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

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

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

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CCTVshavebeeninstalledatallStations,SectionalizingValveStationandCathodicProtection(CP)StationsandmonitoredbyControlRoomOfficers.

Night Vision Binoculars have been provided for better security andsurveillanceofthepipelines.

Toincreaseawareness,periodicmeetingsareheldwithPoliceatDistrict/StateLevel.

IndustrycoordinationmeetingonOnshoreSecurityCoordinationwithDGofPoliceoftheStateOFGujarat,Rajasthan,Haryana,AndraPradeshandMaharashtraarebeingcarriedoutregularly.

Interactionswithvillagersarealsoheldthroughregularmeetsandprogramstoenhanceawareness.

Rewardschemetomotivateinformershasbeenimplemented.

PipelineIntegrityManagementprogramandpracticeshavebeendevelopedtomanagepipelineintegrity.

OFCbaseddedicatedtelecommunicationsystemisinplaceforeffectiveandquickcommunicationbetweenthestations/Sectionalizingvalvestations/CathodicProtection(CP)Stations.

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

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

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

TOLLFREEnumberviz.18001801276hasbeendisplayed.Publiccanusethistollfreenumbertoprovideinformation.

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Engineering and Projects Department of HPCL undertakes construction of new

petroleumdepots/terminals, revampingof existing storagedepots/terminals, office

buildingsandresidentialaccommodationofHPCLemployees.

HPCLabidesbythedirectivesofCentralVigilanceCommissionandGovernmentofIndia

regardingtheprocurementpoliciestobeadoptedandhastransparentmechanismin

place.HPCLhasalsoadoptedIntegrityPactwhichisapartoftenderforallhighvalue

purchases.

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

contractsandservicesrequiredforcompletionoftheprojects.

Thefollowingqueriesshallariseintheprocess:

HowaContractorcangetregisteredforSupply/WorkContracts/ServiceswithHPCL

andwhatarethedifferentcategoriesofjobsforwhichHPCLinvitesbidsfromsuppliers/

contractors?

WhereistheApplicationforRegistrationasvendoravailable?

WhatistheprocedureforinvitingbidsfromContractorsandsuppliers?

WhereistheinformationregardingtendersfloatedandContractawardedavailable?

Whomtobecontactedincaseofcomplaints/suggestionsregardingmalpracticesat

Projectsites?

Theanswerstotheabovequestionsareasmentionedbelow:

1. Vendor registration for contractors/ suppliers:

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

Engineering & Projects9

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

Followingcategoriesareavailableforregistration:

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

Automation, Consultancy, Railway siding works, miscellaneous services,

etc.

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

Filtersandstrainers,LoadingArmsfortanktruckandtankwagon,Firefighting

equipment,Personalprotectiveequipment(PPE),Firefightinghoses,Flow

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

Electrical light fittings,PLCSystem,Automation Instrument&Equipment

etc.

2. Mode of retgistration:

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

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

advertisements are given on periodic basis. The application form

is available on line on Corporations website, with complete details

and instructions for registration. The link can be accessed through

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

2.2 Onlineapplicationsareinvitedfromsuitablevendorswhoaretechnically

competentandfinanciallysoundtosupplymaterialsandprovideservices

atoptimal costwithinspecified timeasperdesiredquantity,qualityand

specifications.

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

Corporationisrequiredtosubmittheonlineapplicationundertheapplicable

categoryalongwiththerelevantdocuments.

2.4 TheapplicationsreceivedforvariouscategoriesarescrutinizedbyVendor

ManagementCommittee(VMC)andtheresponsetothevendorwhohas

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requestedforenlistmentiscommunicatedbyVendorManagementOfficer

(VMO).

Theapplicationsareexaminedbythecommitteeforthefollowingpoints:

a) Vendorscapabilities

b) Turnover:TheAuditedBalanceSheetandProfit&Lossaccountsof

last3yearsofthevendorsshouldbeusedastools

c) Sizeoforganizationandfacilitiesavailable

d) Geographicallocation

e) Financialstanding

f) Reputation

g) Tradeexperience

h) Dependabilityetc.

2.5 Updation Of Vendor List:

2.5.1VendorlistismaintainedbyVendorManagementOfficer(VMO)ofrespective

purchasedepartmentwhichisreviewedandupdatedfromtimetotime.

2.5.2VendorManagementOfficeralsoreviewsandupdatesprofileofthevendor

viz;anychangeinaddress,increase/decreaseincapacity,changeinwork

locationetcafterdueapprovalsfromVMC,whereverrequired.

3. Inviting Tender Bids:

3.1. Basedontherequirementandvalueofthetender,twotypesoftendersare

invitedviz.LimitedorPublictenders.

3.2 Limited tenders are invited for categories of contracts where sufficient

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registeredsuppliers/contractorsareavailable.Proximityofsupplysource

iskeptinviewwhileinvitinglimitedtenderenquiries.

3.3 PublictendersareinvitedbygivingNoticeInvitingtenderandarepublished

throughPressadvertisementforHighervaluejobsandalsoincasewhere

theregisteredbiddersarenotavailableforaparticularjob.

3.4 DetailsoftenderenquiriesissuedaremadeavailableonourCorporations

website:http://www.hindustanpetroleum.com

3.5 MSEREGISTEREDUNITS:

3.5.1 ThefollowingpointsareapplicableincaseofMSEunits:

a)Exemptedfromtenderfee,EarnestMoneyDeposit(EMD).

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

participatingMSEsquotepricewithinL1+15%.

3.5.2 Theabovearesubjectedtofulfillingoftheundermentionedcriteria:

a)Theunit shouldbe registeredasper theGovtof IndiaGazette

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

b)UdhyogAdharRegistrationforMSEsisacceptable.

3.6 Openingofbids:

3.6.1 IncaseofPhysicaltenders,TenderBoxesareavailablefordepositing

the tenders along with related documents with the Purchase

Department which includes corporate office, Marketing Head

Quarter office, various Zonal offices, Regional offices and Major

locations. Bids documents received after the due date and times

arenotaccepted.Incaseofe-tendering,bidsaretobesubmitted

online.

3.6.2 Openingoftenders:Alltenderswhetherpublicorlimitedareopened

bytheauthorisedofficersinthepresenceoftheintendingtenderers

ortheirauthorisedrepresentativesinthecaseofphysicaltenders.

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3.6.3 IncaseofE-procurement;Openingofunpricedbidsiselectronically

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

securedmode.Incaseofe-tendersparticipatingbidderscanwitness

theopeningofBidsonline.

4. Award Of Contract:

Contract is awarded by placing Purchase order on the technically and

commerciallylowestacceptablebidder.Theapprovalforawardingthecontract

isobtained fromappropriate committeeasper theCorporationspoliciesand

guidelines depending upon the financial limit of the contract. Information

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

http://www.hindustanpetroleum.com

5. Redressal Of Grievance:

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

hindustanpetroleum.com

6. Incaseofcomplaints:Complaintsagainstunfairpracticespertainingtoexecution

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

HeadquartersatMumbai,theaddressofwhichisgivenasbelow:

DeputyGeneralManager

Engineering&ProjectsDepartment

HindustanPetroleumCorporationLimited

2ndFloor,GreshamAssuranceBuilding

SirP.M.Road,Fort

Mumbai-400001

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WhatisCentralProcurementOrganization(CPO)anditsRoleinHPCL?

WhatistheprocedureforregistrationofVendorsinHPCL?

HowcanVendorslocatethetendersfloatedbyCPO?

WhatistheprocessforGrievanceRedressalinHPCL?

HowareapplicableMSEprocurementguidelinesincorporatedinHPCL?

TheAnswerstoabovequeriesaregivenbelow:

1. CPO and Its Role:

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

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

collaborativecenterofexcellence,whichaimstomaximizevaluethroughbest

in class sourcing practices and services to stakeholders, while maintaining

transparency.

2. Procedure for Registration of Vendors in HPCL:

Vendors interested in registering with HPCL can visit HPCL Corporate Site

www.hindustanpetroleum.comandaccessthelinkunderTendersandContracts.

The detailed application needs to be filled online by choosing appropriate

Registering location and selecting the Items /Servicesbeingofferedby the

Vendor.TheInstructions/interactivehelpavailableontheVendorRegistration

homepagewill act as aguide for completing the application formalities. The

contactdetailsprovidedonthesitecanbeusedincaseofanydifficulty.

Central Procurement Organisation (CPO)10

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3. Where CPO tenders are published:

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

www.hindustanpetroleum.com.ExistingVendorscanvisitthetabTendersand

ContractsunderthehomepageandcanaccessthePublicTendersfloatedby

CPO.However,newVendorsarerequiredtoregistertemporarilybyclickingon

theappropriatelinkprovidedinthesamepagetoaccessthetenders.

LimitedTendersfloatedbyCPOareavailableonlytothoseVendorswhoareinvited

toparticipateintherespectivetenders.Alllimitedtenderprocurementisdone

fromtheVendorswhoareintheapprovedListofVendor.TheVendorsinterested

ingettingenrolledintheapprovedVendorlistcanapplyonlineforregistration

withHPCLthroughthelinkVendorRegistrationwhichisavailablewithinthetab

TendersandContractsunderhomepageofwww.hindustanpetroleum.com.

4. Process of Grievance Redressed Mechanism in HPCL:

DetailsontheGrievanceRedressalMechanisminHPCLareunderTendersand

ContractsLinkintheHPCLCorporateSitewww.hindustanpetroleum.com.

5. MSE procurement guidelines:

Asdirectedbygovernment,MSEprocurementguidelinesareincorporatedinto

HPCLprocurementpolicyandarebeingadheredto.Inlinewiththeguidelines,

20%ofannualprocurementinHPCListargetedthroughMSEs,andoutof20%

ofannualprocurementfromMSEs,4%(20%of20%)hasbeenearmarkedfrom

MSEsOwnedbySC/STentrepreneurs.However,intheeventoffailureofsuch

MSEstoparticipateintendersormeettenderrequirements,thesubtargetof4%

willbemetfromotherGeneralCategoryMSEs.

Toencourageparticipation,MSEsshallbefacilitatedbyexemptingfrompayment

ofTenderFee/EarnestMoneyDeposit,ifapplicable.

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69

DOING THE RIGHT THINGS, THE RIGHT WAY - CORPORATE GOVERNANCE

CorporateGovernance

PublicGrievanceRedressal

CorporateGovernance

IntegrityPact

Right ToInformation

Act

Vigilance

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Talent Acquisition :

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

Capability Building :

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

Performance Management :

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

Human Resources11

71

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

Industrial Relations :

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

CompensationandBenefits:

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

Grievance Redress :

Variouswelldefinedgrievance redressmechanismsareavailable forall categoriesofemployeesofHPCL.Anopendoorapproachtounionsensuresrepresentationofcollectivegrievancesofemployeesaswellasindividualcasesincaseofrequirement.

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

Technological Initiatives :

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

Reward and Recognition :

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

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Whistle Blower Policy :

1. Preface :

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

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

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

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

2. Eligibility :