CITIZEN’S / CLIENT’S CHARTER - Hindustan Petroleum · PDF fileimproved the quality...
Transcript of CITIZEN’S / CLIENT’S CHARTER - Hindustan Petroleum · PDF fileimproved the quality...
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CITIZEN’S / CLIENT’SCHARTEROctober 2016
Future full of energy
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• OBJECTIVEOFCITIZENS’/CLIENTS’CHARTER.................01
• HPCL’SMISSION&VISION...................................................02
• INTRODUCTIONTOCITIZENS’&CLIENTS’CHARTER........03
CHAPTERS
1. PETROLPUMP(RETAILOUTLETS).......................................08
2. AUTOLPG..............................................................................15
3. CNG........................................................................................20
4. KEROSENE.............................................................................24
5. LPG.........................................................................................28
6. DIRECTSALES-LUBRICANTS,GREASES&
SPECIALTIES..........................................................................40
7. AVIATION...............................................................................46
8. PROJECTS&PIPELINES........................................................52
9. ENGINEERING&PROJECTS..................................................60
10. CENTRALPROCUREMENTORGANISATION(CPO).............66
11. HUMANRESOURCES............................................................70
12. RIGHTTOINFORMATIONACT.............................................79
13. COMPLAINT/PUBLICGRIEVANCEREDRESSAL
MECHANISM..........................................................................80
14. HPCLLOCATIONS.................................................................82
15. IMPORTANTWEBSITES........................................................97
TABLE OF CONTENTS
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CITIZENS’ / CLIENTS’ CHARTER
ThemainobjectiveofCitizens’/Clients’Charter
istoimprovethequalityofpublicservices.
This is done by letting people know the
mandate of the Corporation, how to reach
Company’sofficials,whattoexpectinterms
ofservicesandhowtoseekaremedyincase
ofproblem.
TheCitizen’sCharterbyitself,doesnotcreate
anylegalright,butitsurelyhelpsinenforcing
theexistingrights.
As per the directives / guidelines issued by DARPG on 30th June 2010
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Mission & Vision
Our Mission
HPCL, along with its joint ventures, will be a fullyintegrated company in the hydrocarbons sector ofexploration and production, refining and marketing;focusingonenhancementofproductivity,qualityandprofitability; caring for customers and employees;caringforenvironmentprotectionandculturalheritage.
Itwillalsoattainscaledimensionsbydiversifyingintootherenergyrelatedfieldsandbytakinguptransnationaloperations.
Our Vision
To be a World Class Energy Company known forcaringanddelighting thecustomerswithhighqualityproducts and innovative services across domesticand international markets with aggressive growthand delivering superior financial performance. TheCompany will be a model of excellence in meetingsocial commitment, environment, health and safetynormsandinemployeewelfareandrelations.
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CITIZENS’ / CLIENTS’ CHARTERA. What is Citizens’/Clients’ Charter ?
TheCitizens’ /Clients’Charter (CCC) isawrittendeclarationbyaGovernment
Department/Organizationthathighlightsthestandardsofservicedeliverythat
itsubscribesto,avenueforgrievanceredressandotherrelatedinformation.In
otherwords,itisasetofcommitmentsmadebyaDepartmenttotheCitizens’
/Clients’groupswithrespecttostandardsofservicewhichitdelivers.Though
notenforceableinthecourtoflaw,theCCCisintendedtoempowercitizensand
clientssothattheycandemandcommittedstandardofserviceandavailremedies
in case of non-compliance by service provider organization. This exercise, if
appropriatelyconceivedandcarriedoutcanenthuseandenableorganizations
to tune their planning, policy andperformance to the needs and concerns of
citizens/stakeholders/users/clients.
B. When was it introduced by Government of India ?
Over the years, with India making significant economic progress and with
substantial increase in the literacy rate, citizens have increasingly become
aware of their rights and expect the administration notmerely to respond to
theirdemandsbutalsotoanticipatethem.Since1996,aconsensushasevolved
intheGovernmentoneffectiveandresponsiveadministration.Itwaswiththis
background that in theConference of ChiefMinisters of States andUTs held
on24,1997,andpresidedoverbythethenPrimeMinister,anActionPlanfor
effectiveandresponsiveGovernmentattheCenterandStatelevelswasadopted.
OneofthemajordecisionstakenintheConferencewasthatDepartmentswould
INTRODUCTION
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formulate Citizens’ Charters startingwith those sectors that have large public
interface. Since then various Government Departments / organizations have
made their CCCs. In the Central Government, Department of Administrative
Reforms and PublicGrievances (DARPG) has been entrustedwith the task of
coordinatingandoperationalizingtheCCC.
Ability to deliver promised results is a necessary condition for improving the
perceptionofaGovernment,but it isnotnecessarilyasufficientone.Citizens
andclientsalsoexpect thatresultsshouldbedeliveredwithcourtesywithina
reasonable timeframe. Towardsthisend, in itsmeetingofJanuary28,2010,
itwasdecidedbytheHighPowerCommitteeonGovernmentPerformanceto
includeCitizens’/Clients’CharterintheResultsFrameworkDocuments(RFDs)of
all62departmentsfortheyear2010-2011.
TheRFDprovidesasummaryofthemost importantresultsthatadepartment
expectstoachieveduringthefinancialyear.Thedocumenthastwoobjectives:
(a) Tomovetheemphasisofthedepartmentfromprocess-orientationtoresult-
orientation,and
(b) Toprovideanobjectiveandfairbasistoevaluatethedepartment’soverall
performanceattheendoftheyear.Itmeansthatdepartmentssettheirown
targets consistentwith those agreedwith the Planning Commission and
theMinistryofFinance.TheseRFDsarevettedbyanindependentbodyof
non-governmentexpertsandareplacedontherespectivewebsiteof the
departments. RFD ispartof thePerformanceMonitoringandEvaluation
System(PMES),approvedbythethenPrimeMinisterin2009.Forfurther
detailsvisit:www.performance.gov.in
C. What has been the progress in implementation of CCC ?
While Government of India introduced the idea of Citizens’ / Clients’ Charter
waybackin1997,thetrackrecordofimplementationinthebeginningwasless
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thansatisfactory.InspiteofstrongendorsementbytheSecondAdministrative
ReformsCommission,only ahandfulofdepartments in theStateandCentral
GovernmentdraftedCCCs.ThequalityofCCCdraftswasalsonotverysatisfactory
andmostofthemweredraftedasamereformalitywithoutanyrigorousquality
controloverthecommitments.Asaresult,theseCCCdraftswereneitheruseful
formeasuringperformanceofdepartmentswithrespecttothisimportantaspect
norwerethereanyactionsspecifiedforfailingtomeetthecommitmentslistedin
CCCs.
D. Why were CCCs included as a mandatory indicator in RFD ?
ThethenCabinetSecretary,intheyear2009,askedthePerformanceManagement
Division(PMD)tolookintothewaysofimprovingimplementationrecordwith
respect toCCCs. Itwasobserved thatdepartmentswerenot taking theCCC
exerciseseriouslyas therewasnoaction fornon-compliance. Inviewof the
abovefindings, itwasdecidedby theHighPowerCommitteeonGovernment
PerformancetoincludedevelopmentandimplementationofCitizens’/Clients’
Charter (CCC) and Grievance Redressal Mechanism (GRM) as mandatory
indicatorsintheRFDsfor2013-14ofall62departments.
C. Recent implementation efforts :
Withtheabovedecision,thePerformanceManagementDivision(PMD),Cabinet
Secretary,hasworkedcloselywiththeDARPGtodevelopasetofuser-friendly
GuidelinesforimplementingSevottamCompliantCitizens’/Clients’Charterand
GrievanceRedressMechanism.TheseGuidelineshavebeenfurtherrefinedafter
gettingstakeholders’feedback.PMDalsocollaboratedwithDARPGtoorganize
seriesofworkshopsondesigningandimplementingCitizens’/Clients’Charters
andGrievanceRedressMechanisminGovernmentdepartments.
PMDincollaborationwithNationalInformaticsCentre(NIC)designedasoftware
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toenabledepartmentscoveredundertheRFDPolicytocreateon-lineCitizens’
/Clients’Charter(CCC). This isthefirstof itskindsoftwarewhichhasgreatly
improvedthequalityandmadeCCCsmoremeaningfulasitlaysaccountability
for implementing them.Toensureeffective implementationandusageof this
software,PMDorganizedseveraltrainings/workshopsincollaborationwithNIC.
Keepingwiththemotto“whatgetsmeasuredgetsdone”,PMDorganizedseveral
meetingswithdepartments to reviewprogress in implementing theCitizens’ /
Clients’Charterandtogetfeedbackonfunctioningofrespectivedepartment’s
CCCs.Thesemeetingswereorganizedforall62departmentswhowererequested
topresenttheirprogresstothemembersoftheAd-HocTaskForce(ATF)dealing
withtheirdepartment.
ATF members represent a body of non-Government experts consisting of
distinguished academicians from leading management institutes, former
SecretariestoGovernmentofIndia,ChiefSecretaries,privatesectormanagement
expertsandformerChiefsofpublicenterprises.InadditiontoreviewsbyPMD
andATF,theseCCCswerealsoreviewedbyateamfromtheIndianInstituteof
Management, Bangalore (IIMB). The feedback on eachCCCwas conveyed to
respectivedepartmentsandrevisedCCCswereincorporatedaccordingly.
Source:AdaptedfromGovernmentofIndiaCitizens’&Clients’Charter.
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• WhatareRetailOutlets/PetrolPumps?
• WhatisavailableatRetailOutlets?
• WhatarePetrol/Diesel/CNG/BrandedFuels?
• Whatarethemandatoryfacilities/servicesavailableatRetailOutlets?
• HowQuality/QuantityaremaintainedatRetailOutlets?
• Howtolodgeacomplaint?
Theanswerstotheabovequeriesaregivenbelow:
1. What is Petrol Pump ?• ThemostcommonpointofcontactofcustomerswithOil Industry is the
PetrolPump.InOilIndustryparlance,PetrolPumpsarereferredtoasRetailOutlets(ROs).
• AspertheexistingGovernmentpolicy,PetrolPumpscanbesetupbyPublicSectorOilCompaniesaswellasPrivateSectorOilCompaniesdealing instorageanddistributionofpetroleumproductsasperguidelines.Presently,theOilCompaniesengagedinretailbusinessofautomotivefuelsareIOC,HPC,BPC,NRL,MRPL,ONGC,RIL,EssarandShell.
2. Products Marketed at Retail Outlets :• Petrol, in technical language is called “Motor Spirit” (MS). It is mainly
used inpassengervehiclessuchas2 /3wheelersandcars. Atpresent,HPCLmarketstwotypesofPetrolacrossthecountry,i.e.normalPetrolandbrandedPetrol.
ú Normal Petrol:Normallyusedasa fuel forspark ignition internalcombustionenginessuchaspassengercars, twowheelers, threewheelers,etc.
ú Branded Petrol:Thisispreferredbynewgenerationvehicles.Itis
PETROL PUMPS (RETAIL OUTLETS)1
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slightlycostlier thannormalPetrol. Ithasadditives foroptimizingperformanceofvehicles.Itissoldunderthebrandname“poWer”.
ú poWer provides benefits like cleaning and prevention of carbondeposits,reducedsmoke/emissions,betteracceleration&pickupandsmoothdrivingexperience.
ú Ethanol Blended Petrol :TheMinistryofPetroleum&NaturalGashasnotifiedmarketingofEthanolBlendedPetrol(EBP).ThePracticeof labeling on the pump is recommended for ethanolmarketing.Toensurepresenceofethanol,EBMSfieldtestisrecommendedinthespecificationofEBMSandalsounderMDG.Thecustomercandetectethanolbymixing100mlofEMBSwith30mlofwaterandbyfollowingfieldtestprocedureasdescribedinspecification/MDG.
• High Speed Diesel (HSD):HPCLmarkets two types ofDiesel across thecountryi.e.NormaldieselandBrandeddiesel.
ú Normal Diesel : These are used in heavy commercial vehicles,buses,tractors,motorcars,pumpsetsandinvariousotherdieselenginedrivenapplications.
ú Branded Diesel :ThisispreferredbynewgenerationvehiclesandissoldbyHPCLunderthebrandName“Turbojet”,whichcontainsmulti-functional additive that enhances the performance of newgenerationvehiclesandensurespeakengineperformance.
• Lubricants :Thisisavitalproductforhealthylifeofanengine.Alubricantisaviscousproductusedintheengineforitssmoothfunctioning.Differentgradesof lubricantsareneededfordifferentengines,gearboxandothercomponents. The RO dealer can guide on the recommended grade oflubricantforthevehicle.HPCLregularlydevelopsnewproductstocatertodifferentneedsofthecustomers.
• Compressed Natural Gas (CNG): CNG is an environment friendly fuelandavailableinmajortownswhereithasbeenintroduceddependingonavailabilityofGridandGas.
ú CNG is availableat selectoutletsof theCompany in somecities.Therearealsostand-aloneROsforCNGinselectcities.
ú CNGcanbeusedinvehicleswhicharefittedwithaspecialkitmeantforthepurpose.Thevehicleneedsmechanicalchangeforitsuse.
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ú Itsavailabilityisbeinggraduallyincreasedinmorecities/ROs.
• Auto LPG:
ú ALPGmeetsBISstandardIS:14861whichhasOctaneNumberof88(minimum).
ú ALPGisacleanandenvironmentfriendlyfuel.
3. Facilities provided at Retail Outlets:• Facilities:ARetailOutletisnotjustaplaceformeetingfuelneeds.Itoffers
arangeofserviceswhichcanbeclassifiedasunder:
ú Mandatory Facilities:Thesearethefacilitieswhicheveryretailoutletmustprovide.Theseincludefreeair,displayofworkinghoursanddisplayofnameandtelephonenumberofoilcompanypersonnelfortheconvenienceofcustomers.FirstAidBox,toiletandsafetyequipmentasperstatutoryrequirementssuchasfireextinguishersandsandbucketsetc.arealsoavailableatretailoutlets.
ú Other Facilities:Fortheconvenienceofcustomerstheseadditionalfacilitiesmaybeprovidedbydealersat theretailoutletpremises.Theseincludewater-coolers,conveniencestores,snackbars,dhabasandrest-rooms,bathingandwashingspacefortruckers,telephonefacility-PCO/STD,ATM,servicing / repairshop, tyreshop, loyaltycardprogrametc.
• Quality: The term “quality” implies that the product you are buying ismeetingtheprescribedspecificationsandis freefromanycontaminationoradulteration.Thecustomerscanensurequalitybycarryingoutspecificchecksfordifferentproductsaslistedbelow:
ú FilterPaperTest(forPetrol)
a)Cleanthemouthofthedispensingnozzletoremovestains.
b)Putadropofpetrolonthefilterpaperfromthenozzle.
c)Itshouldevaporateinabout2minuteswithoutleavingastainonthefilterpaper.(IftheareaofthefilterpaperwherethedropofMSwasputremainspinkish,itisthecolouroftheMSandnotanystain).Ifastainisleftonthefilterpaperthenthereisapossibilityofadulteration.
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ú Customer should immediately lodgea complaint if Filterpaper isnotavailableattheRetailOutletfortestingofPetrol.ItisthedutyoftheDealertoprovidefilterpaperondemandbythecustomer.
ú DensityCheck(forPetrolandDiesel,includingbrandedfuels)
a)A 500 ml jar, calibrated hydrometer, thermometer and ASTM(AmericanSocietyforTestingofMaterials)conversionchartsarerequired tocarryoutdensity test.Hydrometer isaverysimpleinstrumentformeasuringdensityofanyliquid,whichisdifferentforpetrolanddiesel.
b)Fillabout3/4thofthejarwiththeproducttakenthroughnozzleoftheDispensingunit.
c)Dip the thermometerandhydrometer in the jarandrecord thetemperatureanddensity.
d)The actual density observed is then converted to density at15 degree centigradewith the help of conversion chart. Thisconverteddensity is thencomparedwith the referencedensitytakenfromthedensityregistermaintainedbytheRetailOutlet.
ú Checks forLubricants:Pleasecheck thesealofcontainer,dateofmanufactureandnameofthemanufacturer.Fortheconvenienceof2/3wheelersegment,RetailOutletsgenerallyprovideself-mixing(petrol-oilmix)dispensers,2Tdispensersandtheyalsokeeptamperproof2T/4Tpouches.
• Quantity:
ú It is mandatory for each retail outlet to keep a calibrated 5 litremeasure, stamped by Weights and Measures Department everyyear,toverifyquantity.
ú Quantity can be checked with 5 liter measure. The permissiblevariationduetoanyunforeseenmalfunctioningofthedispensingunitis25mlin5literswhichistoberectifiedimmediately.
• Price :Thesellingpricesofproductsaredisplayedprominentlyattheoutlet.Customersmustensuretotakecashmemoforeverypurchase.
• Other useful tips for customers :Meter tobe set to zerobefore startingdeliveryandfinalreadingtobecheckedafterdelivery.
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• Malpractices/UnauthorizedActivities:Incaseacitizencomesacrossanyofthefollowingpossiblemalpractices,he/shemaycontactCompany’sOfficerwhosename&contactnumberisdisplayedattheRetailOutlet.
ú Adulteration : There is a Possibility of adulteration, by mixingcheaper homogeneous products in petrol or diesel. Adulteratedproductwill definitely affect theperformanceof vehicle. In suchcase, one should carry out the filter paper / density check asexplainedabove.
ú Short Delivery:Althoughalldispensingunits(Machinesdeliveringpetrol / diesel) are annually calibrated and sealed/stamped byWeights&MeasureDepartmentandalsoperiodicallycheckedbytheCompanyOfficer, therecouldbeapossibilityof tamperingormachinemalfunctioning.Asmentionedearlier,acitizenhastherighttocheckthequantitydeliveredwithadulycalibratedandstamped5-litremeasureavailableatpetrolpump.
ú Overcharging: The dealer is not allowed to overcharge for theproduct sold. Theprices of products are alwaysdisplayed at theretail outlets. One must ensure to take a cash memo for everypurchase.
4. Cashless Transactions HPCLhasbeenintheforefronttopromoteCashlesseconomy.Various
initiativetakenbyHPCLtofacilitateeasypaymentoptionsforcustomersareasunder:
• CashlessTransactionsacrossRetailoutletnetworkincludeLoyalty/CreditCards/DebitCardsandMobileWallets.
• MultipleWalletoptions available atRetailOutlets, namelyPaytm,Freecharge, Mobikwik, Ola Money, mRupee, SBI e-Buddy, JioMoney,AirtelMoney,IdeaMoney,UDIOWallet,VodafoneMpesa.
• MicroATMsinpartnershipwithIDFCBankandOxigen,areavailableatmanyretailoutlets
• CashatPOSat700+outlets
• ICICIhas launchedanQRcodebasedUPIsolutions forallHPCL
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outletsinDelhiandMumbai,whichallowsmoneytransferbetweenanytwobankaccountsbyusingasmartphone.
• FASTag rolled out by NHAI for Electronic Toll Collection, HPCLdealersareauthorizedtosellandrechargeFasTagstocustomers.
• HPCLOfficialWebsitehostslistofOutletsprovidingCashatPOSandlistofoutletswithcashlessmodesoftransactionsforinformationtocustomers,listofnewoutletsgetupdatedonadailybasis
• Charges and incentives for Digital Transactions.
[a] HPCLoffers0.75%IncentiveforallDigitalPaymentsatPetrolPumps.Thiswillbeintheformof“CashBack”,whichwillbecreditedtothecardholder’sBankAccount.
[b] TherearenochargesondebitcardtransactionsatHPCLpetrolpumps. In case, any such charge is leviedon theusageofDebitCard,thenthecustomersmaypleasetakeupwiththeirrespectiveBankwhohasissuedtheDebitCard.HPCLwillnotberesponsibleforsuchCharges.
[c] ForCreditCards,amaximumof1%ofConveniencefeewillbechargedbytheBanktotheCustomers.
5. Safety – Our utmost concern :• Petroleumproductsarehighlyinflammableandare,therefore,dangerous
ifnothandledproperly.TheirhandlingisstrictlygovernedbyPetroleum&ExplosivesSafetyOrganization(PESO)Rules.APetrolPumpisalicensedpremiseandallactivitiesarecarriedoutwithstrictadherencetoPESORules.
• Forthesafetyofallconcerned,thefollowingprecautionsmustbeobserved:
ú Switchofftheenginebeforetakingdeliveryoffuel(toavoidpossiblefirecausedbyspillageoffuel)
ú PleaseDONOTsmokewithinthePetrolPumppremises.
ú NeverlightamatchstickwithinthePetrolPumppremises.
ú Itisadvisabletogetoffthevehiclewhilerefuelling.
ú Itisnotadvisabletocarrypetrol/dieselinplastic/glassbottles.
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6. Complaints :• Foranyunsatisfactoryserviceorproduct,customermaypleasebringittothe
noticeofthedealerimmediatelyorinhisabsence,theManager.However,if the explanation given by the Dealer or Manager is not satisfactory, acustomercanrecordthecomplaintintheComplaintandSuggestionBookavailableateachpetrolpumporcontactCompany’sSalesOfficeronphone.
• Awritten complaint can alsobe sent toCompany’sSalesOfficer,RegionalOffice or a complaint can be lodged through helpline - 1800 2333 555 or155233.ContactdetailsaredisplayedateachRetailOutlet.ComplaintcanalsobelodgedthroughWebsite-www.hpretail.inorhindustanpetroleum.com.
• Each complaint received by letter, through the website or entered intotheComplaint /Suggestionbookis investigatedbyCompanyOfficerandsuitableactionistakentoresolvethecomplaint.
7. Selection of Retail Outlet Dealer : Afteridentifyingthelocationforsettingupretailoutletdealership,HPCLreleases
anadvertisementinnewspapers[oneEnglishandoneHindi/Vernacular]invitingapplicationsfromcandidatesbelongingtothecategoryforwhichthelocationisreserved.Theeligibilitycriteria,terms&conditions,andproceduresforselectionaredescribedintheadvertisementsasandwhentheyarereleasedandinthe“Brochure for Selection of Dealers for Regular & Rural Retail Outlets”. TheBrochureisavailableonourwebsite:www.hindustanpetroleum.com.ThesamecanalsobeobtainedfromourRetailRegionalOfficeonpaymentofRs.100/=.
ApplicationcanbemadeonlyintheprescribedformatforthelocationsadvertisedbyHPCL.CompletedapplicationshavetobesubmittedtotheconcernedRegionalOfficewithinthetimelimitasstipulatedintheadvertisement.
HPCL has got 63 Retail Regional Offices across the country. Please contactthenearestRegionalOffice for any further informationon theRetail BusinessactivitiesbyHPCL.
Formoredetails,pleasevisitourwebsitewww.hpretail.inorwww.hindustanpetroleum.com.
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• WhatisAutoLPG?
• Whataretheadvantages/availabilityofAutoLPG?
• WhyshouldwenotusedetachableLPGcylindersinVehicles?
• WhatisAutoLPGconversionkit,itscomponentsandfunctions?
• Is itmandatory toget theendorsementonRegistrationofVehicleafterfittingAutoLPGKit?
Theanswerstotheabovequeriesaregivenbelow:
1. Why Auto LPG (ALPG ) :
• In India, LPGhasbeenofficially recognized as an auto fuel in 2002withdue amendments of all relevant Acts / Rules by the Central and Stategovernments.UseofLPGasautomotivefuelisanage-oldpracticeinvariouscountries.
• Advantages of Auto LPG :
ú ALPGisaclean&environmentfriendlyfuel.
ú ALPGmeetsBISstandardIS:14861whichhasOctaneNumberof88(minimum).
ú ALPGfitmentinvehiclesissafe.
ú Lesspollutionandsmoothrunning.
ú Availabilityinmajorcitiesandtowns.
• Availability of Auto LPG :
ú ALPGisavailableatvariousretailoutletsofHPCL. ThedetailsofAutoLPGDispensingStations(ALDS)areavailableonourwebsite-www.hindusthanpetroleum.com.
AUTO LPG2
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ú ThedetailsofoperatingALDS including thatofPrivateMarketerscanalsobeaccessedfromthewebsite:www.iac.org.in.
• Operation of Auto LPG Dispensing Stations (ALDS) :
ú ALDS installation is governed by the guidelines of Petroleum &ExplosiveSafetyOrganization(PESO).
ú AutoLPGisafreelypricedproductwithnogovernmentcontrols/subsidy.EachcompanycanfixthepriceofALPGbasedonitsowncommercialconsiderations.
ú AutoLPGisdeliveredonvolumetricbasis.
ú ThequalityofAutoLPGisgovernedbyIS:14861.
ú Auto LPG Dispensers are periodically calibrated using a mastercalibrationkit.
ú IncaseofanygrievanceregardingqualityandquantityofAutoLPGdelivered,thecustomercanmakeacomplainttotheSalesOfficerofthecompanywhosecontactdetailsaredisplayedattheALDS.
• Why should we not use detachable LPG cylinders in vehicles ?
ú AsperCMVR115C,onlyfixedAutoLPGtankwithitssafetygadgets,approvedbyPESO,isallowedinmotorvehicles.
ú Use of cylinders, other than approvedALPGfixed tank, is highlyunsafeandprohibitedunderlaw.
ú AutoLPGtankshallneitherbereplacedbydomestic/commercial/industrialLPGcylindernorwiththecylinderscontaininganyothergases.
• General instructions for motorists:
ú LPGbeinghighlyinflammable,anyhotwork(welding/gascutting/brazingetc.)onthebodyorotherpartsofLPGdrivenvehicleshouldonlybedonebytrainedstaffatauthorizedworkshop.
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ú Repair of LPG tank is not permitted under any circumstances.
However, repair/maintenance of Auto LPG system and its
componentsshouldbecarriedoutatauthorizedworkshops.Ideally,
repairsshouldbedonebythesameRetrofitterwhohasoriginally
fittedALPGsystemtothevehicle.
ú AutoLPGtankandthepipingsystemshouldbecheckedregularly
foranyleakage.TheAutoLPGCylinderhastobetestedperiodically
inlinewithstatutoryrequirements.
ú IncaseofleakageintheLPGsystem,cutoffLPGsupplyandparkthe
carinopenarea,awayfromignitionsources.Moveallthepeopleto
asafedistancefromthevehicle,oppositewinddirectionandseek
assistanceofnearestauthorizedinstaller/workshop.
ú DonotusedomesticoranyotherdetachableLPGcylinderasauto
fuel,asitisapunishableoffenceunderLawandisalsohighlyunsafe.
ú AutoLPGre-fuelingtothevehicletankshouldbedoneonlyatthe
authorizedALDS,throughthedispensingnozzle.Donotfilldomestic
LPGoranyothergasinaLPGtank.
ú DomesticLPGdoesnotmeetOctanerequirementofAutoLPGand
itmaydamageEngineinthelongrun.
ú AfterrefuelingLPG,pleaseensurethatthedustplugisinsertedback
onthefillervalve.
ú Itisrecommendedtorunthevehicle5-7KMsinpetrolmodeafter
every100-150KmsruninLPGmode,tokeepthepetrolsystemin
goodcondition.
ú Itisagoodpracticetoputtheselectorswitchinneutralpositionfor
awhilebeforeswitchingovertoLPG.Switchingoverdirectlyfrom
petrolmodetoLPGmayleadtoenginestallingorbackfiredueto
mixingofbothfuels.
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ú NevertamperwithanyofthecomponentsintheLPGsystem.
ú Any other safety recommendation by vehicle / kit manufacturer
shouldbestrictlyfollowed.
• Auto LPG conversion kit, its components and functions :
ú LPG conversion kit: ALPG conversion kit is a complete system
assemblyforconvertingavehicletorunonLPGonbi-fuelmode.It
hasmainlythreeparts:
ú ALPG tank with its accessories fixed in the boot of the car. For
3-wheelervehicles,theautoLPGtankisinstalledunderthedriver’s
seat.
ú LPG delivery system through Vaporizer - Regulator and Ventura
Mixer.
ú LPGcontrolmechanism-Closedloopsystem(ECU,steppermotor
/Injector(s),EmulatorandOxygensensoretc.)oropenloopsystem
(manualpowerscrewwithoutanyfeedbackmechanism)
• Auto LPG Tank (ALT) and accessories :
ú Auto LPG tank is a metallic cylinder or a container of suitable
capacity forfillingLPG tobeusedas fuel forSpark Ignition (S.I.)
motorvehicles.The tank shouldbeapprovedbyChiefController
ofExplosivesunderGasCylindersRules1981andmustmeetthe
requirementsasperIS:14899(asamendedfromtimetotime)
ú UnlikenormalLPGcylinder,eachautoLPGtankisfittedwithMulti-
FunctionValveforprotectionofthevehiclesystemandsafetyofthe
passengerandsurroundings.Itisanassemblyformountingonauto
LPGtankforfillingandwithdrawalofLPGalongwithsafetydevices
including:
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a)Automaticfillslimiter
b)Servicevalue
c)ExcessFlowCheckValve
d)PressureReliefValve
e)FusiblePlug
f) ContentGauge
g)Non-ReturnValveonfillconnector
ú Multi-function, Valve Assembly shall conform to latest Indian
Standard (amended from time to time) and approved by Chief
ControllerofExplosives,PESO).
2. Approval of Transport Authority :
After installingAutoLPGkit inyourvehicle, it ismandatory foryou toget its
registrationbookendorsedbythelocalRTO.
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1. SpecificationsofCNG:
Thebroadrangeof thevariousNaturalGascompositionsofC1,C2andC3 is
82.43 to99.10,19m7,27 to0.90and3.47 to0.000 respectively.Theaverage
calorificvalue(Kcal/SCM)is8150to8950.
2. Advantages of CNG :
• Safety: Lighter than air hence, in caseof leakage there is nodangerousaccumulationofgasasitdispersesintheair.Itisunlikelytoignitedueto
HighignitiontemperatureandNarrowrangeofignition.Ithaslowestinjury
anddeathratepervehiclemile.CNGcylindersarestructurallymostsound
andpasstheseverestoftests.
• Environmental Protection:TheburningofCNGdoesnotleavebehindanyimpurities,Sulphur(S),Lead(Pb),andAromaticPolycyclicHydrocarbons.It
leavesverylowlevelofpollutinggaseousemissionswithoutsmellanddust.
Incomparison toother fossil fuels,CNGprevents the reactiveprocesses
whichleadtotheformationofOzone(O3)inthetroposphere.
• Economical:Itischeaperthanconventionalfossilfuels.It’spaybackperiodisshort.
• Technical:CNGhasaveryhighanti-knock index (more than120ON). Itdoes not require refining plant or any additive doses and can be used
immediatelyafteritisproduced.Ithasnoevaporationleaksandspillslike
otherfuels,bothduringre-fuelingandfeedingofthecar. Itscombustion
producesavery lowquantityofcarbondeposits (permitsa longer lifeof
lubricantoil).
COMPRESSED NATURAL GAS (CNG)3
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3. CNG for Automobiles -
• HPCLalongwithotherOilPSUshastakeninitiativestointroduceCNGasa
cleanfueltoreduce/controlthevehicularemission.
• AlltypesofvehiclescanrunonCNGbyinstallingCNGkits.CNGkitisan
assemblyofmanycomponents required to runexistingvehicleonCNG.
Thereare fewbasiccomponents,whicharecommon inall typesofkits,
irrespectiveof the vehicles such asCNGstorage cylinder, highpressure
tube,pressureregulator,pressuregauge,changeoverswitch,highpressure
tubefittings,refuelingreceptacleandairfuelmixer.
• MajorcomponentsofCNGkitforcarburetorfittedpetrolvehiclearePressure
Regulator,PetrolSolenoidValvewithmanualoverriseswitch(Stopspetrol
flowwhenoperatingonCNG);On-Offvalveandrefuelingconnector(Opens
orstopsgasflowtotheregulatorandincludesarefuelingdevice);Control
Module / Change-over Switch (Electronic control component with fuel
selectionswitch);CNGlevelIndicator(LEDIndicator);GasAirMixer;CNG
cylinderwithvalve,vaporbagandbracket;Petrolhose;Low-pressuregas
hose;Ignitionadvanceprocessor;Highpressuregastube;Wireharness;
NRV(NonReturnValve)inpetrolreturnline;Pressuregauge.
4. Safety -
• SafeRefillinginstructionsaredisplayedforallCNGVehiclesatCNGStation.
• Safetysymbolsandcautionaryinstructionsdisplayedallaround.
• Safetyleaflets/stickersdevelopedforawarenessonspecificoccasions.
• Safetyleaflets/stickersdevelopedanddistributed.
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5. Precautions to be taken during servicing and repairing of CNG vehicles :
• Alwaysrefertothesupplier’s/OEM’smanualforthetrouble-shootingguide
anddonotdoityourself.
• Incaseofvehiclesundergoingrepairsinvolvingwelding,orheatapplication
toanypart(within1.5m)ofthecylinder,thecylindershouldbeemptiedand
degassedfirst.
• DonotinstallLPG,PropaneoranyothercylinderinplaceofaCNGcylinder.
Itisillegalandunsafe.
ForemergencyhandlingofanyCNGleak,usersmustbeawareofthelocation
andoperationofcylindervalve,mastershut-offvalveandburstdiscinthe
CNGsystem.Studyofthesystemandaskyourmechanictoidentifythese
partsforyou.
• Workshop, carrying out the kit fitment, should be able to demonstrate
theseoperationstotheenduser’ssatisfaction.Itisadvisabletooperatethe
vehicleoccasionallyonpetroltoensurethatthepetrolsystemremainsin
goodworkingconditions.
Other Precautions:-
• Incaseofleakageinfuelsystem,vehiclesshallnotbeparkedwithin6mtrs.
peripheryofanysourceofignitionorfire.
• Incaseofvehiclesundergoingrepairsinvolvingwelding,orheatapplication
toanypart(within1.5mtrs.v)ofthecylinder,thecylindershouldbeemptied
anddegassedfirst.
• TheCNGkit installed in thevehicleshouldbe insuredalongwithvehicle
accessories.Themotoristshouldnotifytheinsurancecompanytoprovide
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insuranceontheCNGsystem,forwhichadditionalpremiummaybecharged
bytheinsurancecompany.
• MotoristsshouldtaketheinsurancecoverfortheadditionalCNGkitsystem.
• InstallationofCNGinthevehicleisrequiredtobeendorsedintheVehicle
RegistrationCertificatebylocalRTO.
6. For more information, visit: www.hindustanpetroleum.com
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• WhatisKerosene?
• WhatisPDSKerosene?
• Howitisdistributed?
Theanswerstotheabovequeriesaregivenbelow:
1. What is Kerosene ?
KeroseneisamiddledistillateproductandisprimarilyusedinIndiaforcooking
and illuminationpurposes.Duetosocio-politicalconsiderations,Kerosenehas
beenclassifiedasacommonman’sfuelandkeepingthis inview,thepriceof
Kerosene sold through Public Distribution System (PDS) is subsidized. In Oil
IndustryparlanceitiscalledSKO(SuperiorKeroseneOil)
How is it distributed ?
• ThequarterlyquotaforeachStateisdecidedbyMOP&NG.
• TheentiredistributionofKerosenewithintheStates/UTsismonitoredand
controlledbytheFoodandCivilSuppliesAuthorityoftherespectiveStates
/UTs.
• InthedistributionofKerosene,HPCLisresponsibleformakingtheproduct
available to their dealers as per their allocation. HPCL dealers distribute
theupliftedSKOtoretailersunderthedirectionofFoodandCivilSupplies
Authoritieswhoalsodecidetheentitlementtoeachrationcardholder.
Role of Retailers (Ration Shops / Fair Price Shops) :
• KerosenebeinganessentialcommodityunderthePDS,theretailers(ration
shops)arerequiredtomaintainadequatestockofthesamefordistribution
torationcardholders.
KEROSENE4
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2. Kerosene Prices :
PDSKerosenemustbesoldatthedeclaredpriceandtheconsumersarenotto
paypriceoverandabovethedeclaredprice.
3. In case of Complaints :
• Complaintsconcerningovercharging,blackmarketingandnon-availability
of PDSKerosene canbe lodgedwith the concernedStateCivil Supplies
Authoritiesforinvestigationandnecessaryaction.Incasetheredressisnot
madeby theCivilSuppliesAuthority, thecomplaintcanbe forwarded to
theDistrictCollectororSecretary,Food&CivilSuppliesDepartmentofthe
State.
• ComplaintsinvolvingHPCLdealerscanalsobelodgedwithusforresolution
as described under section Complaint / Public Grievance Redressal
Mechanism.
• In addition, feedback can also be registered through our website:
www.hpretail.in
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27
28
LPG5
LiquefiedPetroleumGas(LPG)isanenvironmentfriendlyfuelusedwidelyinhouseholdkitchens, industries and commercial establishments. This chapter restricts to LPGsuppliedunderPublicDistributionSystemforhouseholdcooking.
The Product ‘LPG’
LPGstandsforliquefiedpetroleumgas.LPGmarketedbyusunderthebrandname‘HPGas’conformstoBureauofIndianStandardsspecificationno.IS4576.Itcanbeeasilyliquefiedatatmospherictemperatureundermoderatepressure.LPGinitspureformiscolourlessandodourless.However,compoundsareaddedtogiveitadistinctsmellsothatifleaked,itcanbeeasilydetected.
LPG Installation
LPGisusedindomestichouseholdthroughaninstallation.AtypicalLPGinstallationconsistsofacylinder,pressureregulator,LPGHoseandagasstove.Theequipmentshouldconformtothefollowingstandards:
Sr.No. Equipment Standards1 LPGCylinder IS3196(Part1):2006andIS3196(Part3)2 PressureRegulator IS9798:19953 SurakshaLPGHose IS9573:19984 GasStove IS4246:2002
LPGmeantforhouseholduseiscurrentlymarketedbyPSUOilcompaniesincylindersof14.2Kg&5kg.capacities.Foridentificationbetweenhousehold(PDS)&non-PDS,thehouseholdcylindersarepaintedinSIGNALREDcolour.CylindersinOxfordBluecolourwithasignalRedbandcarrynon-subsidisedLPGmeantforuseincommercialandIndustrialestablishments.
Tare/grossweight,testdate,serialnumber,ISImonogram,Oilmarketingcompany’s
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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.
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• CharitableinstitutionsregisteredundertheSocietiesAct.
• RedCrossSocietyallbranches.
Fornon-domesticcommercial, Industrial,Automotiveusageetc.LPGissoldatnonsubsidizedprice.
Distribution Network
PSU Oil Companies have a well spread network of distributors to service LPGconsumers in the country. Expansion of distributor network is a continuousprocess. Currently, there are two types of public distributor formats viz. RegularLPG distributorships & Rajiv Gandhi Gramin LPG Vitrak (RGGLV). Appointment ofdistributorsisthroughpublicadvertisements.Detailsofeligibilitycriteriaandselectionprocedureareavailableonourwebsitewww.hindustanpetroleum.com.
Services
ServicesrenderedbythedistributorstoLPGconsumersaregivenbelow:
1. ReleaseofNewLPGConnections&AdditionalCylinder(DoubleBottleConnection).
2. FacilitiesforbookingLPGrefill.
3. RefillDelivery–Twomodesofcylinderdeliveryareinpractice.
(a) LPG distributors deliver filled cylinders at the registered address to thecustomers residing in their normal area of operation and collect emptycylinders.Onlyunderexceptionalconditions,filledcylindersdeliveriesoncash-any-carry basis (non-homedelivery) are permitted & customers areentitledtoapplicablerebateon“Cash-and-carry”supplies.
(b) RGGLV- customers have to collect filled cylinders from the LPG storagegodown at declared RSP. Customers are not entitled to any rebate for“Cash-and-carry”supplies.
4. Transferring/TerminatingtheLPGconnection–whenacustomershiftsresidenceoutsidethedistributor’sareaorservicereasons.
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5. SafecustodyofLPGconnection:PipedNaturalGas(PNG)customers,customers
usingLPGthrough‘Reticulated’systemandcustomerswhodonotintendtouse
thecylinderforreasonablylongtimecanhandovertheirLPGCylinder/s&DPR
tothedistributorandobtaina ‘safecustody’voucheralongwithrefundofthe
securityamount.
6. ChangeintheNameofconnection-incaseofdemiseoftheLPGconnectionholder
ortransferwithinfamily,regularisationofLPGconnectionforwhichdocument
is in someone else’s name, regularisation of connection against genuine LPG
equipment(cylinder/DPR)heldwithoutdocumentsasperprocedureapproved
byHPCL.
7. PreferredTimeDelivery:LPGDistributorsoffera“PreferredTimeLPGDelivery
Scheme” to facilitate consumers especially working men and women to get
deliveryofLPGrefillaspertheirconvenienceforasmallpremium.
8. Time frame for services rendered by HP Gas distributors to the consumers:
Service Conditions TimeframeRegistrationfor
newdomesticLPG
connection
a) Above18yearsofageb) Nomemberofthehousehold
hasLPGconnectionunderPDSorPNGconnection
c) Residinginthedistributor’soperatingarea
d) Produce&submitproofofresidence&identity,KnowYourCustomer(KYC)form#
Immediate
Release/installation
ofnewConnection/
DBC
a) IntimationinwritingbythedistributorofMaturityofturn
b) Produce&submitproofofresidence&identity
c) SubmitStandardundertaking#
Sevenworkingdays
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d) Depositsecurityamount##e) Hotplateinspection
(purchasedfromsourceotherthantheLPGdistributor)afterpaymentofprescribedInspectioncharges##.
f) Inter/intraOilCo.de-duplicationcheck**
Acceptanceofrefill
booking
Whennopreviousrefillorderispending
Immediate
Deliveryofrefill Availabilityofstocks* Sevenworking
days*Leakagecomplaint Intimationtodistributor/
emergencyservicecellImmediateguidance
atcontactpoint.PreparationofTV
&refundsecurity
deposit
a) Surrenderofloanedequipment(cylinder/s&PR)ingoodcondition
b) SubmissionoforiginalSV(incaseSVislostanaffidavitinlieuthereof)#
Oneworkingday
Changeofnamein
caseofdeath
a) EligibilityasapplicablefornewLPGconnection
b) DeathCertificateofcustomerc) Successioncertificate/
Standardundertaking#d) Produce&submitproofof
residence&identity,KnowYourCustomer(KYC)form
e) SubsidizedCylindersdrawnbyoriginalconsumershallbecountedandonlythebalanceentitledtothetransferee.
f) Satisfyde-duplicationcheck**
Oneworkingday.
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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
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telephoneorpersonallyvisittheCellforassistance/grievanceredressal.DetailsoftheCellareavailablewiththedistributorandalsoatourwww.hindustanpetroleum.com
CustomerscanmeettheSalesOfficerduringtheirperiodicvisitsonpre-determineddaysatLPGdistributorshipsforresolutionoftheirqueries/complaints.
Emergency Service
Distributorsrenderpromptassistance incaseofgas leakageandothercomplaints.The telephonenumbers arementionedon the refill cashmemos, displayed at thedistributor’sshowroomandalsoavailableontheOilCompanieswebsites.TheServicesrenderedbythedistributorforattendingtoleakagecomplaintsarefreeofcharge.
Expectations from the Customer
UsersneedtofollowsafeoperatingpracticeswhileusingLPG.Thesearegivenbelow:
Simple rules of usage• Cylindermustbealwayskeptinverticalposition,awayfromanysourceofheat
andinaventilatedplace.
• Thehotplateshouldalwaysbeplacedonaplatform(madeofnon-flammable
material)abovethecylinderlevel.
• Alwaysremembertoswitchoffthepressureregulatorwhenthestoveisnotin
use,especiallyatnight.Nevertamperwithortrytorepairthecylinderorallied
equipmentyourself.
• Makesureallpartsoftheinstallationareingoodcondition. Ifanythingseems
wrongwithanypart,distributor’strainedmechanicmaybecalled.
• Itissafertowearcottonclothingwhileworkinginthekitchen.Useofdupatta,
sariorclothtohandleutensilscouldbeafirehazard.
• Wearingafireretardantapronwhilecookingisasafepractice.
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• Childrenmustbekeptawayfromtheinstallationwhilecooking.
• UseonlyISImarkedHOTPLATES.
• Neverleavethehotplateunattendedwhileinuseastheburner’sflamecouldgetextinguishedduetooverflowofcookingmaterialorevenwithgustofwind.ThiswouldleadtoleakageofGasfromtheburner.Theaccumulatedgascouldgetignitedbythesecond/otherburnerinoperationoranyothersourceofignition,resultinginfire.
• FryPan/PressureCookershouldbeplacedinamannersothattheirhandleisawayfromtheflame.
• Plasticitemsmustbekeptawayfromthegasstove.
• RubbertubeistheweakestlinkinaLPGconnection.Itmustberegularlycheckedandchangedimmediatelyincaseanyvisiblecracks/damagearenoticed.Useof“SURAKSHA”LPGhosesoldbyLPGdistributorisrecommendedforitsenhancedsafetyfeaturesandlongerlife.RubberTube,ifused,mustbeISIapproved.
• Asarule,therubbertubemustbereplacedeverytwoyearsand‘Suraksha’LPGhoseeveryfiveyears.
• Thesafetycapmustalwaysbeputonthevalveoftheunusedcylinders,whether
fullorempty.
AtthetimeofRefillDelivery
At the time of taking refill delivery, customermust satisfy himself/herselfwith thecondition of the cylinder seal and weight. Once having acknowledged receipt ofcylinderwithsealintact,correctweight&ingoodcondition,thereshallbenoscopefordisputewithregardtothesame.Thedeliverymanwillbreakopenthesealinpresenceofthecustomerandcheckthatthecylinderissoundandfitforuse.Customersmustgetthecylinderconnectedtotheregulator(DPR)andhavetheinstallationcheckedforproperfunctioning,evenfortheadditionalcylinder.LPGDistributor’sdeliverymancarriesaweighingscale.Pleasegetyourcylinderweighedeverytimebeforereceipt.
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Inspection of the LPG Installation
CustomersmustinsistonamandatoryinspectionoftheirLPGinstallationoncein2years,bythetrainedmechanic.ThisserviceisavailableonpaymentoftherequisitechargesapprovedbytheOilCompany.ThiswillhelpinsafeupkeepofthedomesticLPGinstallation.
In case of Leakage
IntherareeventofLeakageorincasethereissmellofgas:
• Turnthepressureregulator(DPR)knobtothe‘OFF’position.
• Putoutallsourcesoffireinthekitchen/vicinitysuchasagarbattiandpoojalampetc.
• DoNotlightmatchstick/lighter.DoNotswitch‘On’orswitch‘Off’anyelectricalswitches(includingmainswitch).Rememberthatelectricalswitchesanddrycelltorchesgeneratesparkwhileswitchingonoroff.
• Openalldoorsandwindowsforventilation
• Getintouchwiththedistributor/theEmergencyServiceCellafterofficehours
andonSundaysandholidays.
In the event of accident
AllregisteredLPGconsumersarecoveredunderaninsurancepolicytakenbythePSUOilCompanies.
Incaseoftheunfortunateeventofanaccident,thecustomermustimmediatelyinformthedistributorinwriting.ThedistributortheninformstheconcernedOilCompanyandthe InsuranceCompanyabout thesame.Thedistributorwillofferassistanceto thecustomerincompletingtheformalitiesofinsuranceclaimsarisingoutoftheaccident.
Inadditiontotheabove,allLPGdistributorsalsohaveThirdPartyLiabilityInsurancetocoverlossesintheeventofanLPGaccident.
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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.
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• As & when customers availing Piped Natural Gas (PNG) connection or LPG
connectionthrough‘Reticulated’systemintheirhousehold,theexistingdomestic
LPGconnectionmust be surrenderedwith thedistributor. Thedistributorwill
issue‘TV’for‘SafeCustody’andrefundofdepositamount.Detailsofthesame
are given in the website www.hindustanpetroleum.com PNG customers can
howeverretaintheLPGconnectionbutuseonlydomesticnon-subsidizedLPG
cylindersforthesame
39
40
Hindustan Petroleum Corporation Limited has attained the leadership position in
salesoflubesandlubebaseoilscombinedtogetherduringthefinancialyear2013-14.
HPCLownsandoperatesthecountry’slargestsinglesiteLubeBaseOilRefinerywith
aproductioncapacityexceeding450000MTp.a.withcapabilitytoproduceGroupI,II
andIIIgrades.HPCLmanufacturesawiderangeoflubricantsandspecialtiesprimarily
atsevenLubemanufacturingplantsacross India,whichmeet thediverse technical
requirementsoftheautomotive,industrial,electricalandmarinesectorsinadditionto
productsdesignedforuseinspecialisedapplications.
Lubricants & Greases
Lubricants(alsogenericallyreferredtoas“Lubes”)initssimplesttermisasubstanceusedtoreducethefrictionbetweentwomovingsurfaces,aimedatreducingwearandtearofthecomponentsandimprovingitsefficiency.Lubesfindapplicationinalmostallwalksoflife,startingwithlubricationofmotorvehicles,railwaylocomotives,ships,aeroplanes, agriculturalpumpsets,generator sets,heavyearthmovingequipmentlikeexcavators,allindustrialunitssuchaspowerplants,steelplants,cementplantsetc.Lubricantstypicallycompriseof85–95%baseoilsfortifiedwithperformancespecificadditivesrequiredforthetargetedapplication.
Inadditiontotheprimaryfunctionlikereductionoffrictionandtransmissionofpower,therearevastnumbersofspecializedapplicationswhichrequirespeciallycustomizedlubricants.Theseincludelubesforpneumaticequipment,thermicfluids,cuttingoils,rustpreventiveoilsandmanymore.
Lubricantsaregenerallyclassifiedintomajorgroupsasgivenbelow:
• AutomotiveLubricants
• IndustrialLubricants,includingrelatedSpecialties
DIRECT SALESLUBRICANTS, GREASES & SPECIALTIES
6
41
• MarineOils
• ProcessOils
AutomotiveLubricantsarefurtherdividedintoDieselEngineOils,PetrolEngineOils,
AutomotiveSpecialties andAutomotiveGreases.Anumberof automotiveoils are
alsousedinindustrialunits,e.g.,engineoilsandgreases.MarineOils,asthename
signifies,areusedinvesselsandpowerplants,whereenginesaretypicallyofhigher
capacityrunningonheavyfuelsandaremorepowerful,hencetheyrequirespecial
typesofoils.
IndustrialLubricants,asthenamesignifies,areusedforindustrialapplications.This
segment canbe sub-divided into industrialoils, industrial specialties and industrial
greases. Speciality grades include oils used for heat transfer operations, in metal
cutting, forming, drawing operations etc., as well as for heat treatment of metal
components.
ProcessOilsareoftenincludedinlubricantsalesstatistics.Theseareoilswhichare
included as rawmaterials in processes, for instance as plasticizers for the rubber
industry.Theyarealsousedasmediumforcarryingthepigmentincertaingradesof
printinginksetc.,ProcessOilsarebracketedwithLubricantsastheyarealsomostly
petroleumbasedproductsfromoilrefiningprocess.
HP Lubes Marketing
LubesandgreasesaremarketedbyHPCLundertheumbrella‘HPLubes’.HPCLblends
closeto500differentgradesandmarketsmorethan900StockKeepingUnits(SKUs),
whichcoversawiderangeofautomotiveandindustrialapplications.
MajorautomotivegradesincludeourMilcyrangeofDieselEngineOils(HPMilcyTurbo
Tech,HPMilcyTurboStar,HPMilcyNo.1,HPMilcySynthetic,HPMilcyTurbo,HP
MilcySuper,HPMilcy40,etc.),CruiserangeofoilsforpassengercarsrunningonPetrol
(HPCruise,HPCruiseClassic),Racerrangeofoilstargeting2/3wheelers(HPRacer2
for2-strokeengine,HPRacer4for4-strokeengines)andHPGasenolforpassenger
42
carsandthreewheelersrunningonCNG/LPGengines,HPKisanShaktiforagriculturalpump sets, HPGearDrive series for automotive gear oils andHPKisanShakti. Inthe industrial segment, well known brands include HP Enklo series for hydraulicapplications,HPParthanseriesforindustrialgears,HPTurbinolseriesforTurbines,HPHycomgradesforcompressors,HPKoolkutandHPTrimofinseriesascuttingoils,HPHythermsforthermicfluidsandmanymore.TherangeofgreasesincludeproductsforautomotiveandindustrialapplicationslikeHPAP3Grease,HPLithon,HPTisona,etc.,ProductsforspecialapplicationsincludeHorticulture,MineralOilrangeforApple,Tea,Grapes,Rubber,CoolantforRailways,BrakesOils,etc.,Productsincludeseveralgradesmanufacturedinassociationwithmanyofthecountry’sprestigiousOEMse.g.,M/sBajajAuto,M/sTataMotorsetc.,Moredetailscanbeviewedatwww.hplubes.com
HPLubesareavailableatmore than13864HPCLpetrol/dieselRetailOutlets in thecountry(ason31.3.2016)aswellasnumerousbazaarretailersservicedthroughour213LubeDistributorsnetwork.HPLubeCFAsservetheneedsoftheMSMEindustriessupplementingdirectmarketingtomajorindustriesandinstitutionsbydedicatedHPCL
RegionalOfficeswhosedetailsareavailableontheHPwebsite.
Performance Standards and Quality Assurance of HP Lubes and Lube Specialties products:
HPCLaimstoensurethatitsesteemedcustomersgetproductsofthedesiredquality
andquantitythroughrobustproductdesignandmanufacturingprocesscomplemented
bystringentqualitycontrolchecksatvariousstages.Thestepsincludethefollowing:
• Product R&D : HP lube products are formulated through painstaking R&D
practices to ensure superior performance in the field, wherein performance
enhancement additives and raw materials are identified and sourced from
trustworthy transnational and Indian manufacturers. Products are developed
by R&D to meet applicable standards e.g., BIS standards. After the product
has passed the performance requirements under laboratory conditions, it is
exposed to rigorous field trials under HPCL supervision or jointlywithOEMs
forestablishingitsperformanceunderactualfieldconditionsincludingsevere
43
weatherandoperatingconditions.Productaccreditationsarethereafterobtained
frominternationalandIndianinstitutionsandbodiesconcernede.g.,American
PetroleumInstitute(API),JapanLubricatingOilSociety(JALOS),ZF,MB,MAN,
Volvo (VDS), RDSO,DGMS, ERDA, CPRI etc., Product Data Sheets /Material
SafetyDataSheets(MSDS)areavailableforHPlubecustomersondemand.
• Manufacturing:BaseOils,additives,otherrawmaterial,packageshavetopass
stringent quality checks before being accepted for production, with the tests
carriedoutbyatdulyequippedQClabsstaffedwithtrainedprofessionals.The
productsaremanufacturedatplantsaccordingtothelaiddownproceduresand
formulations,with theprocessmonitoredandcontrolled throughprofessional
plantteams.Thefinishedproductsarereleasedformarketingonlyafterpassing
theapplicableQCtests.Lubeplantsareequippedwithautomaticweightbased
fillingmachines forensuringaccurateproductquantity in thecontainerwhich
aresupplementedbyrandomchecksformonitoringthepackweightsatregular
intervals.
• Logisticsandstorage:Lubesmovementfromplantsiscarriedoutthroughtrucks
and tankerswhich are checked prior to filling and sealed before despatch to
receivinglocationsorcustomersites.HPCLdepotsundertakerequiredchecks
whilereceivingtheproductsintotheirgodownoryards,whereinthestorageis
asperstandardssetforthelubepackageconcerned.
Recommended due diligence for buyers :
• Automotive and other original equipment manufacturers (OEM) recommend
thespecificationofthelubestobeusedintheirmachines,whichareaccording
to their equipment design requirements, component metallurgy etc. Users
are advised to comply with OEM specifications while selecting the product
forpurchase,whichareusuallyprovided in theOEM’sowner’smanual,OEM
websitesetc.,HPCLRegionalOfficeteamsareavailableforfurtherguidanceon
productselection,ifrequired.
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• Pleasecheckthepackpriortopurchase,forensuringthatitisinpropersealed
condition.HPCLendeavourstomakeavailablepackswhicharesecurelysealed
with appropriate sealing / tamper-evident features for ensuring that its lube
productsreachcustomersingoodcondition.
• HPCL packages below 26 litre container display the MRP of the pack and
customersarerequestedtocheckthesameatthetimeofpurchase.Tampering
withtheprintedMRPonthepackbyanypartyisnotpermittedandcustomers
arerequestedtoinformHPCLifsuchissuesareobservedatthetimeofpurchase
ofHPCLlubespackages.
• Likeallpopularbrands,HPLubesalsohavecopy-cat‘metoo’typeofproducts
in themarket,whichmimic thebrandingandcolourschemeofHPCLbrands.
Customersareadvisedtocheckforthegenuinenessofthepackatthetimeof
purchase.
How to provide Feedback / Register Complaints ?
Each pack of lubes (other than drums) displays the details of address / telephone
number/emailIDasunderwherefeedback/complaintcanberegistered.
Address:
SeniorManager-Branding
HindustanPetroleumCorporationLimited
RetailLubes,2ndFloor,HindustanBhavan,
8,S.V.Marg,BallardEstate,Mumbai–400001.
Telephone:022-22637000
TollFree:18001204725
Email:[email protected]
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AVIATION7
Hindustan Petroleum Corporation Limited is in the business of supplying AviationTurbineFuel(ATF)JETA-1toairlines.HPCLprovidesATFfuellingservicestoAviationindustry through itsbusinessunit,“HPAviation”. PresentlyHPCLprovides fuellingservicestoDomesticandInternationalcustomersat35airportsacrossIndia.
ATFissuppliedtobothcivilaswellasdefenseaircrafts.
OurnetworkcoversallthemajorairportsinIndia.HPCLhasplanstoexpanditfurther.
Listofairports,whereHPCLisextendingrefuelingservicesaregivenbelow:
• Delhi(T1&T3Terminal) • Mumbai• Chennai • Kolkata• Trivandrum • CochinInternationalAirport• Bangalore(NewInternationalAirport) • Hyderabad(NewInternationalAirport)• Guwahati • Ahmedabad• Goa • Amritsar• Pune • Jaipur• Coimbatore • Calicut• Trichy • Bhubaneshwar• Tirupati • Vishakhapatnam• Mangalore • Belgaum• Jammu • Dehradun• Lucknow • Juhu• Indore • Rajahmundry• Vijaywada • Hubli• Varanasi • Bhuj• Naliya • Mohali(Chandigarh)• Dharamshala(Gaggal)FuellingactivitiesarecarriedoutbyusatallairportsexceptOpenAccessAirportsandhospitalitylocations.
AtDelhiAirport(Terminal-3),MumbaiAirport,BangaloreInternationalAirportandHyderabadInternationalAirport,wehavecontractsinplacewithinto-plane
concessionairesforinto-planerefueling.
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Approach for Supplies :
OnecancontactusforrefuelingrequirementsofaircraftataboveairportswhereHPCLisoperatingoratthefollowingaddress:
HPAviationHubHindustanPetroleumCorporationLimited,ChennaiAirport,PallavaramCantonmentChennai-600043Phone:[email protected]
OnecanalsocontactourStationManagerattheairportswherewehavefacilities,foraddresseslogontohttp://www.hindustanpetroleum.com/aviationlocation.html
ATFpriceapplicableforthedayisavailableonourwebsite:http:// goo.gl/Qp9WKh
Customerscanalsoreachuson:http://www.hpaviation.in
Quality Control System :
TheJetFuelmanufactured/suppliedbyusconformsto:
• BISspecificationIS:1571:2008.(LatestIssue)
• InternationalstandardspecificationDEFSTAN91-91(LatestIssue)
All the refueling facilitiesatCivilAirportsoperateunder the licenseof theDirectorGeneralofCivilAviation(DGCA)conformingtoCivilAviationRequirements(CAR)
HPCLhasarobustsystemtoinspectandcontrolthequalityofATFfromthetimeitleavesRefinerytill it isdeliveredtotheaircraft.All locationshaveadvancefiltrationsystems and use internally epicoated tanks with floating suctions so that the fuelsuppliedtothecustomermeetstheapprovedqualityatalltimes.TrainedmanpowerisavailablewithlocationstocarryoutdailyaswellasperiodicalQualityControlchecks
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ofATF.Adherencetooperatingstandardsandproductqualityisverifiedwithstrict
adherencetoinspectionschedules.
AtOpenAccessairports,FuelhydrantfacilityoperationsandInto-plane(ITP)refuelingiscarriedoutthroughauthorisedthirdpartiestrainedtohandleATFandoperationalactivities.
Health, Safety and Environment :
AlltheAviationServiceFacilitiesareconstructedwithaviewtoprovidesafe,reliableandqualityservicetoourcustomers.Adequatestoragecapacity,pumpingarrangementsandalliedfacilitieswithtrainedmanpowerensurethatASFmeetstheexpectationsofthecustomers.
Thefacilitiesarewellequippedtotakecareofallthesafetyrequirements.AlltheASFfacilitiesareregularlyinspectedonalloperationalparametersbyinternalaswellasbyexternalagencieslikeDGCA,IATAFuelQualityPool,DomesticandInternationalAirlinecustomers.
Feedback System :
Wehavecomprehensivesystemofinteractionwithourcustomerstogettheirfeedbackandsuggestions.
On-linefeedbackformisavailableonourCorporatewebsite:http://www.hindustanpetroleum.com/feedback?id=aviation
Complaint Resolution :
ACustomerwhowishestoregisterfeedbackorcomplaintaboutfuelorservicemaylodgethesamebyanyoneofthefollowingmethods
• Buyer canwrite the feedback / complaint on ADR (Aircraft Delivery Receipt),whichishandedoverbyourstaff(orITPagencystaff)atthetimeofrefueling.
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• Buyer can contact HPCL’s Location in-charge / Officer at the airport and
convey verbally or in writing. Alternatively, they can send an e-mail to
Location in-chargewhosee-mail ID/phoneNo. isavailableonatourwebsite:
http://www.hindustanpetroleum.com/aviationlocation.html
• Buyercanwritethefeedback/complaintonourCorporate:
http://www.hindustanpetroleum.com
• Buyercanalsosendacommunicationtothefollowingofficer:
DGM-Aviation(Mktg)
HindustanPetroleumCorporationLimited,
AviationSBU,GroundFloor,HindustanBhavan,
8,S.V.Marg,BallardEstate,Mumbai–400001.
Phone:022-22637452
Email:[email protected]
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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.TheapplicationformisonlineavailableonCorporation’swebsite,withcompletedetailsandinstructionsforregistration.Thelinkcanbeaccessedthruhttp://www.hindustanpetroleum.comunderthesectiontenders&contracts.
2.2 Onlineapplicationsare invited fromsuitablevendorswhoare technicallycompetentandfinanciallysound tosupplymaterialandprovideservicesatoptimalcostwithinspecifiedtimeframe,asperdesiredquantity,qualityandspecifications.
2.3 Any vendor who is interested in getting enlisted/registered with theCorporationisrequiredtosubmiton-lineapplicationundertheapplicablecategoryalongwithrelevantdocuments.
2.4 TheapplicationsreceivedforvariouscategoriesarescrutinizedbyVendorManagementCommittee(VMC)andtheresponsetothevendorwhohasrequestedforenlistmentiscommunicatedbyVendorManagementOfficer(VMO).
Theapplicationsareexaminedbythecommitteeforthefollowingpoints:
a) Vendors’capabilities.
b) Turnover:TheAuditedBalanceSheetandProfit&Lossaccountsoflast3yearsofthevendorsshouldbeusedastools
c) Sizeoforganizationandfacilitiesavailable
d) Geographicallocation
e) Financialstanding
f) Reputation
g) Tradeexperience
h) Dependabilityetc.
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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 DetailsoftenderenquiriesissuedareuploadedonCorporation’swebsite:http://www.hindustanpetroleum.com.
3.5 MSE Registered Units:
3.5.1 ThefollowingpointsareapplicableincaseofMSEunits:
a)Exemptedfromtenderfee,EarnestMoneyDeposit(EMD).
b)Shall be allowed to supply 20% of the total tendered value ifparticipatingMSEsquotepricewithinL1+15%.
3.5.2 Theabovearesubjecttofulfillingofthebelowmentionedcriteria:
a)Theunit shouldbe registeredasper theGovtof IndiaGazettenotificationvideD.O.21(1)/2011-M.A.dated25.04.2016
b)UdyogAdharRegistrationforMSEsisacceptable.
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3.6 Opening of Bids :
3.6.1 In case of Physical tenders, Tender Boxes are maintaned byrespective Purchase Departments at Corporate Office, MarketingHeadquarters, various Zonal offices, Regional offices and majorlocations,fordepositingTenderrelateddocument.Bidsdocumentsreceivedaftertheduedateandtimearenotaccepted.
3.6.2 Opening of tenders : All tenders, whether public or limited, areopenedbytheauthorizedofficersinthepresenceoftheintendingtenderersortheirauthorisedrepresentatives.
3.6.3 IncaseofE-procurement;Openingofunpricedbidsiselectronicallydonebydesignatedofficers,inonlinee-procurementsysteminsecuredmode.Incaseofe-tendersparticipatingbidderscanwitnesstheopeningofBidsonline.
4. Award of Contract :
ContractisawardedbyplacingPurchaseorderonthetechnicallyandcommerciallylowestacceptablebidder.Theapprovalforawardingthecontractisobtainedfromappropriatecommittee,inlinewithProcurementManual,asperthefinanciallimitofthecontract.InformationofallthecontractsawardedarealsomadeavailableontheHPCLwebsitehttp://www.hindustanpetroleum.com
5. Redress of Grievances:
OnlineGrievancescanbelodgedthroughourwebsite:http://www.hindustanpetroleum.com
6. In case of complaints :
Complaintsagainstunfairpracticespertainingtoexecutionofcontractsetc.canbelodgedwithP&PHeadquartersatMumbai,attheaddressgivenbelow:
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DeputyGeneralManager-
Engineering&ProjectsDepartment
DeputyGeneralManager-
PipelineProjectsHindustanPetroleumCorporationLtd. HindustanPetroleumCorporationLtd.2ndFloor,GreshamAssuranceBldg.,
SirP.M.Road,Fort,Mumbai400001.
Phone:022-22608508,
Email:[email protected]
1stFloor,HindustanBhawan,
8,S.V.Road,BallardEstate,
Mumbai400001.
Phone:022-22654110,
Email:[email protected]
7. Preventive measures undertaken towards Safety & Security of Cross Country Petroleum Pipelines :
• Eachstation/sectionalizingvalvestations/CathodicProtection(CP)Stationsareprovidedwithroundtheclocksecurity.
• Supervisory Control and Data Acquisition System (SCADA) has beeninstalledforeffectivemonitoringandcontrollingofcross-countrypipelines.TheLeakDetectionSystem(LDS)which ispartofSCADA isprovided todetectleakspotonpipeline.
• DirectorGeneralofResettlement (DGR)sponsoredSecurityAgenciesaredeployedforcarryingoutsecurity/linepatrolling.IncasewhereDGRhasnotsponsoredagencies,PSARAregisteredsecurityagenciesaredeployed.
• LinepatrollingoftheRightOfUser(ROU)ofthepipelineiscarriedoutduringdayandnightbysecurity.GPSbasedSecuritypersonneltrackingsystemtoenhanceeffectivenessofLinewalkershasbeenintroduced.Staggeredlinepatrollingisfollowedtoavoidpredictability.Forthispurposesufficientnumber of line walkers are deployed and also security supervisors aremakingrandomchecksofROU.Also,Corporation’sOfficersarecarryoutlinewalkingonceinaquarter.
• Surprise night inspections andmock incident simulation tests are beingcarried out regularly to check the efficacy of linewalkers and correctiveactionsaretakenwherevernecessary.
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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.
“TOLLFREE”numberviz.18001801276hasbeendisplayed.Publiccanusethistollfreenumbertoprovideinformation.
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59
60
Engineering and Projects Department of HPCL undertakes construction of new
petroleumdepots/terminals, revampingof existing storagedepots/terminals, office
buildingsandresidentialaccommodationofHPCLemployees.
HPCLabidesbythedirectivesofCentralVigilanceCommissionandGovernmentofIndia
regardingtheprocurementpoliciestobeadoptedandhastransparentmechanismin
place.HPCLhasalsoadoptedIntegrityPactwhichisapartoftenderforallhighvalue
purchases.
As a part of the above construction activity, suppliers/contractors are engaged for
contractsandservicesrequiredforcompletionoftheprojects.
Thefollowingqueriesshallariseintheprocess:
HowaContractorcangetregisteredforSupply/WorkContracts/ServiceswithHPCL
andwhatarethedifferentcategoriesofjobsforwhichHPCLinvitesbidsfromsuppliers/
contractors?
WhereistheApplicationforRegistrationasvendoravailable?
WhatistheprocedureforinvitingbidsfromContractorsandsuppliers?
WhereistheinformationregardingtendersfloatedandContractawardedavailable?
Whomtobecontactedincaseofcomplaints/suggestionsregardingmalpracticesat
Projectsites?
Theanswerstotheabovequestionsareasmentionedbelow:
1. Vendor registration for contractors/ suppliers:
CATEGORY OF JOBS FORWHICH REGISTRATION CAN BE DONE: Based on the
Engineering & Projects9
61
requirement of the project and user group the Vendor registration is done.
Followingcategoriesareavailableforregistration:
1.1 WORKSCONTRACT:Civil,Mechanical,Electrical,Instrumentation,Pipeline,
Automation, Consultancy, Railway siding works, miscellaneous services,
etc.
1.2 SUPPLY CATEGORIES: Pipes, Steel plates, Pumps, Valves, Pipefittings,
Filtersandstrainers,LoadingArmsfortanktruckandtankwagon,Firefighting
equipment,Personalprotectiveequipment(PPE),Firefightinghoses,Flow
meters & gauges, Power cables, DG Sets, HT LT Panels, Transformers,
Electrical light fittings,PLCSystem,Automation Instrument&Equipment
etc.
2. Mode of retgistration:
2.1 Enlistment / Registration of the vendor is done through giving press
advertisement in the leading news papers on Pan India basis. The
advertisements are given on periodic basis. The application form
is available on line on Corporation’s website, with complete details
and instructions for registration. The link can be accessed through
http://www.hindustanpetroleum.comunderthesectiontenders&contracts.
2.2 Onlineapplicationsareinvitedfromsuitablevendorswhoaretechnically
competentandfinanciallysoundtosupplymaterialsandprovideservices
atoptimal costwithinspecified timeasperdesiredquantity,qualityand
specifications.
2.3 Any vendor who is interested in getting enlisted/ registered with the
Corporationisrequiredtosubmittheonlineapplicationundertheapplicable
categoryalongwiththerelevantdocuments.
2.4 TheapplicationsreceivedforvariouscategoriesarescrutinizedbyVendor
ManagementCommittee(VMC)andtheresponsetothevendorwhohas
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requestedforenlistmentiscommunicatedbyVendorManagementOfficer
(VMO).
Theapplicationsareexaminedbythecommitteeforthefollowingpoints:
a) Vendors’capabilities
b) Turnover:TheAuditedBalanceSheetandProfit&Lossaccountsof
last3yearsofthevendorsshouldbeusedastools
c) Sizeoforganizationandfacilitiesavailable
d) Geographicallocation
e) Financialstanding
f) Reputation
g) Tradeexperience
h) Dependabilityetc.
2.5 Updation Of Vendor List:
2.5.1VendorlistismaintainedbyVendorManagementOfficer(VMO)ofrespective
purchasedepartmentwhichisreviewedandupdatedfromtimetotime.
2.5.2VendorManagementOfficeralsoreviewsandupdatesprofileofthevendor
viz;anychangeinaddress,increase/decreaseincapacity,changeinwork
locationetcafterdueapprovalsfromVMC,whereverrequired.
3. Inviting Tender Bids:
3.1. Basedontherequirementandvalueofthetender,twotypesoftendersare
invitedviz.LimitedorPublictenders.
3.2 Limited tenders are invited for categories of contracts where sufficient
63
registeredsuppliers/contractorsareavailable.Proximityofsupplysource
iskeptinviewwhileinvitinglimitedtenderenquiries.
3.3 PublictendersareinvitedbygivingNoticeInvitingtenderandarepublished
throughPressadvertisementforHighervaluejobsandalsoincasewhere
theregisteredbiddersarenotavailableforaparticularjob.
3.4 DetailsoftenderenquiriesissuedaremadeavailableonourCorporation’s
website:http://www.hindustanpetroleum.com
3.5 MSEREGISTEREDUNITS:
3.5.1 ThefollowingpointsareapplicableincaseofMSEunits:
a)Exemptedfromtenderfee,EarnestMoneyDeposit(EMD).
b)Shall be allowed to supply 20% of the total tendered value if
participatingMSEsquotepricewithinL1+15%.
3.5.2 Theabovearesubjectedtofulfillingoftheundermentionedcriteria:
a)Theunit shouldbe registeredasper theGovtof IndiaGazette
notificationvideD.O.21(1)/2011-M.A.dated25.04.2016
b)UdhyogAdharRegistrationforMSEsisacceptable.
3.6 Openingofbids:
3.6.1 IncaseofPhysicaltenders,TenderBoxesareavailablefordepositing
the tenders along with related documents with the Purchase
Department which includes corporate office, Marketing Head
Quarter office, various Zonal offices, Regional offices and Major
locations. Bids documents received after the due date and times
arenotaccepted.Incaseofe-tendering,bidsaretobesubmitted
online.
3.6.2 Openingoftenders:Alltenderswhetherpublicorlimitedareopened
bytheauthorisedofficersinthepresenceoftheintendingtenderers
ortheirauthorisedrepresentativesinthecaseofphysicaltenders.
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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 theCorporation’spoliciesand
guidelines depending upon the financial limit of the contract. Information
of all the contracts awarded are also made available on the HPCL website
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.comandaccessthelinkunder“TendersandContracts.”
The detailed application needs to be filled online by choosing appropriate
“Registering location” and selecting the Items /Servicesbeingofferedby the
Vendor.TheInstructions/interactivehelpavailableontheVendorRegistration
homepagewill act as aguide for completing the application formalities. The
contactdetailsprovidedonthesitecanbeusedincaseofanydifficulty.
Central Procurement Organisation (CPO)10
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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.ExistingVendorscanvisitthetab“Tendersand
Contracts”underthehomepageandcanaccessthePublicTendersfloatedby
CPO.However,newVendorsarerequiredtoregistertemporarilybyclickingon
theappropriatelinkprovidedinthesamepagetoaccessthetenders.
LimitedTendersfloatedbyCPOareavailableonlytothoseVendorswhoareinvited
toparticipateintherespectivetenders.Alllimitedtenderprocurementisdone
fromtheVendorswhoareintheapprovedListofVendor.TheVendorsinterested
ingettingenrolledintheapprovedVendorlistcanapplyonlineforregistration
withHPCLthroughthelink“VendorRegistration”whichisavailablewithinthetab
“TendersandContracts”underhomepageofwww.hindustanpetroleum.com.
4. Process of Grievance Redressed Mechanism in HPCL:
DetailsontheGrievanceRedressalMechanisminHPCLareunder“Tendersand
Contracts”LinkintheHPCLCorporateSitewww.hindustanpetroleum.com.
5. MSE procurement guidelines:
Asdirectedbygovernment,MSEprocurementguidelinesareincorporatedinto
HPCLprocurementpolicyandarebeingadheredto.Inlinewiththeguidelines,
20%ofannualprocurementinHPCListargetedthroughMSEs,andoutof20%
ofannualprocurementfromMSEs,4%(20%of20%)hasbeenearmarkedfrom
MSEsOwnedbySC/STentrepreneurs.However,intheeventoffailureofsuch
MSEstoparticipateintendersormeettenderrequirements,thesubtargetof4%
willbemetfromotherGeneralCategoryMSEs.
Toencourageparticipation,MSEsshallbefacilitatedbyexemptingfrompayment
ofTenderFee/EarnestMoneyDeposit,ifapplicable.
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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,“HPOutstandingAchieversAwards”havebeen instituted to recognizeoutstandingcontributions,while“HPGauravAwards”recognizeoutstandingeffortsamongstNon-Executivecategoryofemployees.WhileHPICONAwardsareabi-annualaffair,theHPOutstandingAchieversAwardsandHPGauravAwardsaregivenawayonanannualbasis.
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Whistle Blower Policy :
1. Preface :
• HPCLbelievesinconductingitsbusinessinafairandtransparentmannerby adoptinghighest standardsof professionalism, honesty, integrity andethicalbehavior.AssuchCorporationendeavorstoworkagainstcorruptioninallitsformsincludingdemandandacceptanceofillegalgratificationandabuseofofficialpositionwithaviewtoobtainpecuniaryadvantageforselforanyotherperson.
• Towards this end, the Corporation has framed and adopted Conduct,Discipline and Appeal rules and Standing Orders which govern theconductofManagementEmployeesandworkmen.VigilanceDept.oftheCorporationisalsoempoweredtoinitiateinvestigationsonitsownandactoncomplaintsreceivedfrompublic/employees,withregardtoviolationofCorporation’srulesandproceduresintheconductofbusiness.
• AnyactualorpotentialviolationoftheCorporation’srules,regulationsandpolicygoverningtheconductofbusinessisamatterofseriousconcernfortheCorporation. TheCorporation is, therefore, committed to developinga culturewhich is safe for employees -Officers andworkmen can raiseconcernsaboutinstances,ifany,wheresuchrules,regulationsandpolicyguidelinesarenotbeingfollowedinfurtheranceofbusiness.
• Theobjectiveofthispolicyistobuildandstrengthenacultureoftransparencyand trust in the organization and to provide employees - officers andworkmen,withframework/procedureforresponsibleandsecurereportingofimproperactivities(whistleblowing)andtoprotectemployeeswishingtoraiseaconcernaboutimproperactivity/seriousirregularitieswithintheCorporation.
2. Eligibility :
AllemployeesoftheCorporationareeligibletomake“ProtectedDisclosures”.
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3. WhistleBlower-Role&Disqualifications:
A) Role :
• TheWhistleBlower’srole is thatofareportingpartywithreliableinformation.
• The Whistle Blower is not required or expected to conduct anyinvestigationsonhisown.
• The Whistle Blower does not have any right to participate ininvestigations.
• Protected Disclosure will be appropriately dealt with by theCompetentAuthority.
• The Whistle Blower shall have the right to be informed of thedisposition of his disclosure except for overriding legal or otherreasons.
B) Disqualifications:
• Genuine Whistle Blowers will be accorded protection from anykindofunfairtreatment/victimization.However,anyabuseofthisprotectionwillwarrantdisciplinaryaction.
• WhistleBlowers,whomakeanyprotectedDisclosures,whichhavebeensubsequentlyfoundtobemotivatedormalafideormaliciousorfrivolous,baselessorreportedotherwisethaningoodfaith,willbeliablefordisciplinaryactionaspertheapplicatbleServiceRules.
• Whistle Blowers, who make three Protected Disclosures, whichhavebeensubsequentlyfoundtobemalafied,frivolous,baseless,maliciousorreportedotherwisethaningoodfaith,willbedisqualifiedfromreportingfurtherProtectedDisclosureunderthispolicy.
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4. Protection :
TheidentityoftheWhistleBlowershallbekeptconfidential
• NounfairtreatmentwillbemetedouttoaWhistleBlowerbyvirtueofhis/herhavingreportedaProtectedDisclosureunderthePolicy.
• Complete protection, will be given toWhistle Blower against any unfairpractice like teteliation, threator intimidationof termination / suspensionofservice.disciplinaryaction,transfer,demotion,refusalofpromotion,oralikeincludinganydirectorindirectuseofauthoritytoobstructtheWhistleBlower’srighttocontinuetoperformhisduties/functionsincludingmakingfurtherProtectedDisclosure.
• IftheWhistleBlowerisrequiredtogiveevidenceincriminalordisciplinaryproceedings,arrangementswillbemadefortheWhistleBlowertoreceiveconnectionwith theabove, towards traveletc.willbe reimbursedaspernormalentitlements.
• A Whistle Blower may report any violation of the above clause to theCompetentAuthoritywhoshallinvestigateintothesameandtakecorrectiveactionasmayberequired.
• AnyotheremployeeassistinginthesaidinvestigationshallalsobeprotectedtothesameextentastheWhistleBlower.
Sexual Harassment of Women at workplace :
HPCLbelievesthatallitsemployeeshavetherighttoworkwithdignitywhichincludesthe right to a gender sensitive work environment. The Corporation is, therefore,committedtotakemeasurestoeliminateallformsofdiscriminationandcreateahealthyworkenvironmentwhichenablesemployeestoworkwithoutfearofprejudice,genderbiasandsexualharassment.TheCDARulesapplicabletoManagementemployeesandtheStandingOrdersapplicabletoworkmen,accordinglylist,interalia,anyactofsexualharassmentofanywomenatherworkplaceasamisconduct.
GuidelineshavebeendevelopedtoensurethatemployeesstrictlycomplywithandadheretotheprovisionsofTheSexualHarassmentofWomenatWorkplace[Prevention,ProhibitionandRedressal]Act,2013[ReferredhereafterasSHWW(PPR)Act].
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SalientfeaturesoftheSHWW[PPR]Act2013,asadoptedbyHPCLareasunder:
1 Prevention of sexual harassment :
• Nowomanshallbesubjecttosexualharassmentattheworkplaceasdefinedabove.
2 The ICC, in addition to redress of complaints, will also :
Recommend measures to create healthy work environment and arrange forworkshops,trainingprogramsandawarenessprograms,debatesanddisplayofpostersandotherpublicitymeasures,forgendersensitizationofemployeesattheworkplace.
3 ProcedureforfilingComplaints:
• Complaintsof sexualharassmentat theworkplaceshouldbesubmittedbytheaggrievedwomentothePresidingOfficeroftheInternalComplaintsCommitteeconcernedinwritingwithcontactdetailswithinaperiodofthreemonthsfromthedateoflastincident.Thecomplaintshouldbeenclosedina sealedenvelopesuitably superscribed - “SHWW (PPR)Complaint” andaddressedtoPresidingOfficer.InternalComplaintsCommitteewithremarks“tobeopenedbyAddresseeonly”.
• Where suchcomplaints cannotbemade inwriting, thePresidingOfficeroftheInternalComplaintsCommittee,asthecasemaybeshallrenderallreasonableassistance[asprovidedintheSHWW(PPR)Act]tothewomenformakingthecomplaintinwriting.
4 Procedure for Registration and Redressal of Complaints :
• Registration of Complaints :
ThePresidingOfficer/SecretaryoftheInternalComplaintsCommitteeshalllogdetailsof thecomplaint-Sr.No.,Dateofreceipt,Nameofaggrievedwoman, Name of respondent, in a Complaints Register specificallymaintained for this purpose. The Presiding Officer/Secretary shall alsomonitoratregularintervalsnotexceeding15days,theprogressmadeandactiontakenforredressalofthecompliant.
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• Redress Procedure where the respondent is a regular employee of the Corporation :
(i) TheCommitteeshall,incaseswheretheaggrievedwomanrequestin writing that the matter be settled through conciliation, takestepstosettlethroughconciliation,takestepstosettlethematter
betweenthecomplainantandtherespondentthroughconciliation.
Whereasettlementisarrivedat,theInternalComplaintsCommittee
shallrecordthesettlementsoarrivedandforwardthesametothe
DepartmentHeadconcernedtotakefurtheractionrequired.
Copiesofthesettlementshallbeprovidedtotheaggrievedwoman
andtherespondentandthemattertreatedasclosed,i.e.,nofurther
inquiryshallbeconductedbytheInternalComplaintsCommittee.
(ii) Incasewheretheaggrievedwomandoesnotdesire tosettle the
matter through conciliation, the Internal Complaints Committee
shall, proceed to conduct the fact finding, inquiry as to whether
there is a ‘prima facie’ case against the respondent/whether the
allegationofsexualharassment,hasbeenproved/theallegationof
sexualharassmenthasnotbeenproved.
Oncompletionofthefactfindinginquiry,theInternalComplaints
Committee shall submit its report in writing to the Disciplinary
Authority concerned as to the existence of a ‘prima facie’ case
of sexual harassment against the respondent as to whether the
allegationofsexualharassmenthasbeenproved/astowhetherthe
allegationofsexualharassmenthasnotbeenproved.
(iii) Ineithercase(i)or(ii)above,theICCshallsubmititsreporttotheDepartmentHeadconcernedwithinaperiodof30daysofregistrationofthecomplaint.
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(iv) TheDepartmentHeadshallwithinaperiodofsevendaysofreceiptof the Report of the ICC, take further action, as recommendedby the ICC or as required in terms of the CDA Rules applicableto Management employees/Standing Orders applicable to the
workmanconcerned.
Employee Engagement Initiatives :
HPCLhasdeployedvariousinterventionsaimedatimprovingemployeeengagementamongstitsemployeesandtheirfamilies.TheseincludetheYUVANTAGEplatformforemployeesinGenYcategory,InternationalWomen’sDayCelebrations,AnnualSportsMeet,AnnualHindiDay,Alumnimeets,Reboot,EmployeeConnectetc.
Corporate Social Responsibility :
HPCLasaresponsibleCorporateCitizenhasmultiprongedpurposeofdevelopingandservingtheassociatedcommunity,therebyenablingsustainabilityinachievementofbusinessgoals.CSRactivitiesofHPCLaspiretoreachcommonpeople,especiallytheunder-privilegedsoastofacilitateimprovementinthequalityoftheylive.
RetirementBenefits:
HPCLHRisdedicatedtoensureeffectivecateringofcommittedpost-retirementbenefitstotheretiredemployees.Pre-retirementworkshopisconductedforallcategoriesofemployeesonfinancialmanagement andotherpost-retirement issues.Periodicallyagreedpensionplansandmedicalassistancearealsoinplace.
HPCLHRiscommittedtotakeprogressivestepscontinuallyandseeabenchmarkintheindustrytodelightingstakeholdersinatransparentandeffectivemanner.
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11RIGHT TO INFORMATION ACT 2005 -
A BRIEF
The dictum “Knowledge is Power” is truly applicable to the modern world and
informationisthemostimportantmeanstoacquireknowledge.
The information in thepossessionof thePublicAuthorities,by itselfdoesnotgive
anyaddedvaluetothepublic.Thisinformationbelongstothepublicandheldforthe
benefitofthepublic.
UNGeneralAssemblyrealizedthisandhasresolvedthattheFreedomofinformation
is a fundamental human right and touchstone for all freedoms towhich theUN is
consecrated.TheCommonwealthHumanRightsInitiativepropoundsthattherightto
informationunderpinsallotherhumanrights.
Inthisdirection,theRighttoInformationAct2005,whichcameintoeffectfrom12th
October2005,empowersthepeopleofIndiawithfreeflowofinformationfromthe
Government.
Furtherdetailsareaccessibleat
http://www.hindustanpetroleum.com/righttoinformationact
HPCLhasprepareditsInformationManualasperrequirementsofSection4oftheRTI
Act2005,whichisaccessibleathttp://www.hindustanpetroleum.com/rtiinfo_manual
HPCLvaluessuggestionsfordevelopmentoftheInformationManual.Youcansubmit
yoursuggestionstotheNodalOfficer,[email protected]
Nodal Officer as per requirements of DOPT circular No.1/32/2007-IR dated
14th November, 2007 for RTI Queries and First Appeals is DGM-RTI. He can be
contactedatHPCL,PetroleumHouse,17JamshedjiTataRoad,Churchgate,Mumbai
400020.Telephone02222863618.
12
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COMPLAINT / PUBLIC GRIEVANCE REDRESS MECHANISM
13
Aconsumerwhowishestoregistercomplaintaboutanyproductorservicemaylodgethesamebyanyoneofthefollowingmethods:
1. Availability of Complaint / Suggestion Book at HP Gas Distributors & Petrol Pumps: As per the MDG (Marketing Discipline Guidelines) Provisions, it ismandatory for thedealers /distributors tomaintainaSuggestion /ComplaintBook andmake the sameavailable to the customersondemand.Amessageindicating availability of this book is also prominently displayed at the retailoutletsandgasagencies.Thefieldofficergoes through theComplaintsBookduring the inspection, for which a specific provision has been made in theinspectionreport.Thecomplaintsareattendedtobycontactingthecomplainant,wherevernecessary,bytheOfficersoractionistakenbasedoninputgivenbythecustomers.
2. Display of Contact No. and Address at Retail Outlets / HP Gas Distributorships:ContactdetailsoftheSalesOfficersofthecompanyareprominentlydisplayedatalltheretailoutlets/HPGasDistributorships,forthebenefitofcustomerstocontactthemorwritetothem.
3. Toll Free Number, Call Centers:Inordertohaveconvenient,easyandeffectivewaytoenablecustomerstoregistertheircomplaintsandfollowthemup,twoallIndiaTollFreenumbers18002333555and155233areinplaceforregistrationofcomplaints.
4. Web based complaints:CustomerscanalsoregistertheircomplaintsthroughHPCCorporateWebsite i.e.www.hindustanpetroleum.com.Once a complaintis registeredon thewebsite it automaticallygoes to theconcernedofficer forfurtheraction.Areplyissenttothecustomerbytheconcernedoffice,onceitisresolved.Thereisprovisioninthesystemwhichenablescustomerstoviewthe
statusofthecomplaintonthewebsite.
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5. Timelines for Resolution of Complaints: HPCL shall endeavor to respond tocomplaintsreceivedthroughToll-Freenumber/WebPortalwithinfourteendays,
exceptincircumstancesbeyondcontroloftheCorporationviz.Naturalcalamities,
strikes, absenteeism, systembreakdownsor in caseswarranting investigation
etc.whichmaytakelongertoconclude.Insuchcase,aninterimreplywouldbe
sent.
6. Email:Theconsumerwhoisnotsatisfiedwiththeresolutionofthecomplaintmaysendemailtomktghqo@[email protected]
complete details of the complaint and nature of remedial action sought. Past
referencesmayalsobeincluded.
7. Public Grievance:
a. DesignatedofficersoftheCorporationwillbeavailableeveryFridaybetween
4.00PMto5.00PMatallmajor locations tohear& facilitate redressalof
grievancesofthepublic.
b. The details of the Public Grievance Redressal Officers for redressal
of Public Grievances are available on the Corporate website: www.
hindustanpetroleum.com
c. AlinkhasbeenprovidedonHPCLCorporatewebsite:
www.hindustanpetroleum.com for registering Public Grievances on the
GovernmentofIndiaPublicGrievancesPortal(PG)viz.http://goo.gl/xUObQ1.
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HINDUSTAN PETROLEUM COPORATION LIMITED
REGISTERED AND HEADQUARTERS OFFICE
MARKETING HEADQUARTERS
PetroleumHouse,17,JamshedjiTataRoad,Churchgate,Mumbai400020.Email:[email protected]:www.hindustanpetroleum.comTel.:022-22863900
HindustanBhavan,8,ShoorjiVallabhdasMarg,BallardEstate,[email protected].:022-22637000
MUMBAI REFINERY VISAKH REFINERYBhikajiDamajiPatilMarg,(OldCorridorRoad),Mahul,Mumbai400074.Tel.:022-25545061
PostBox.No.15,Malkapuram,Visakhapatnam530011Tel.:0891-2894000
DELHI CO-ORDINATION OFFICE 11thFloor,Tower-I,JeevanBharati,124,IndiraChowk,NewDelhi110001.
Tel.:011-23467123
HPCL LOCATIONS14
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LPG SBU ZONAL OFFICENORTH ZONE EAST ZONE WEST ZONE SOUTH ZONEHPCL8thFloor,CoreII,SCOPEMInarComplex,LaxmiNagar,NewDelhi:10092.Tel.:011-22408300
HPCLPurbanchalBhavan,771,Anandapur,OffEM-bypassKoklata:700017.Tel.:033-66095200
HPCLR&CBuilding,SirJ.J.Road,Byculla,Mumbai:400008.Tel.:022-23789000
HPCLThalamuthuNatarajanBuilding4thFloor,8,GandhiIrwinRd.,PostBox.No.3045,Egmore,Chennai:600008.Tel.:044-28549744
NORTH WEST LPG ZONE SOUTH CENTRAL LPG ZONEHPCL1stFloor,KarakaBuilding,AshramRoad,Ahmedabad:380009.Tel.:079-26484002
HPCL6thFloor,VarunTowers,SiripuramJunctionNo.1,Visakhapatnam:530003.Tel.:0891-2716703
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LPG REGIONAL OFFICES NORTH ZONEDELHI LPG RO LUCKNOW LPG RO JIND LPG ROHPCL6thFloor,Core-II,ScopeMinar,DistrictCenter,LaxmiNagarDelhi:110092
HPCLPlotNo.1,NehruEnclave,GomatiNagar,Lucknow:226110,(U.P.)
HPCLP.O.BoxNo.5,RohtakRoad,JindHaryana:126102
LONI LPG RO JAMMU LPG RO GORAKHPUR LPG ROHPCLVillage-TillShahbajpur,PostOfficeLoniDistrictGhaziabad(U.P.)Loni,Ghaziabad:201102
HPCLSIDCOIndustrialComplex,LaneNo3,Phase-II,BariBrahmanaJammu:181133
HPCLGorakhpurLPGBottlingPlant-BoaktaSahjanwa,GorakhpurUttarPradesh:273209
VARANASI LPG RO HOSHIARPUR LPG ROHPCLMoghalsaraiPOLDepot,AliNagar-SakaldihvaRd,VillageSaresaar-ChandauliUttarPradesh:232101
HPCLVillage:DhahaP.O.MandialanHoshiarpur144105
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EAST ZONEKOLKATA LPG RO BHUBANESHWAR
LPG ROJAMSHEDPUR LPG RO
HPCLP-4,OilInstallationRoad,Paharpur,KolkataWestBengal:700088
HPCLLPGBottlingPlant,P.B.No:11,Jatni,Kusumati,Jatni,KhurdaOdisha:52050
HPCLLargeSector,AdityapurIndustrialArea,PO:Kandra,DistSaraikellaJharkhand:832402
RAIPUR LPG RO PATNA LPG RO PURNEA LPG ROHPCLMandirHasaud,Raipur:492101
HPCLPatnaLPGR.O.6thFloor,LokNayakJaiPrakashBhavanP.B.No.40,DakBunglowChowkPatna:800001
HPCLPaharpurLPGProjectSite,P-4,OilInstallationRd.,Kolkatta:700088
DURGAPUR LPG ROHPCL1stFloor,ARBCenter,AutoCareCenter,Indo-AmericanMore,NH-2,Durgapur:713206
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WEST ZONEMUMBAI LPG RO NAVI MUMBAI LPG RO PUNE LPG ROHPCL1stFloor,HPFillingPlant,LUGadkariMarg,BehindHPRefinery,MumbaiMaharashtra:400074
HPCLPlotNo.1,NearNMMTDepot,Sector-20,NaviMumbaiMCMaharashtra:400705
HPCLMhalungeIngle,Chakan-TalegaonRoad,Pune,Maharashtra:410501
AURANGABAD LPG RO GOA LPG RO NAGPUR LPG ROHPCLH-1MIDC,ChikalthanaIndustrialArea,PostBoxNo.91,AurangabadMaharashtra:431210
HPCLPlotNo.150,KundaimIndustrialEstate,Kundaim,NorthGoaGoa:403115
HPCLNearKhapriRlyStation,WardhaRoad,Khapri,NagpurMaharashtra:441108
SOLAPUR LPG ROPlotNo.F-5,MIDCChincholiSolapur413255
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SOUTH ZONECHENNAI LPG RO KOCHI LPG RO BENGALURU LPG ROHPCLPetroBhavan,2ndFloor,NewNo.82(Old#47),TTKRoad,Alwarpet,ChennaiTamilNadu:600018
HPCLSeaport-AirportRoad,Irumpanam,ErnakulamKerala:682309
HPCLNo.3&4,WhitefieldRoad,MahadevapuraPO,Bangalore,Karnataka:560048
MANGALORE LPG RO HUBLI LPG RO MADURAI LPG ROHPCL2ndFloor,DeoGratiasBuilding,Chilimbi-UrvaStores,Mangalore:560006
HPCL165/166,KiadbIndl.Area,Belur,DharwadKarnataka:580011
HPCLNo.171-172,PhaseIISIDCOIndustrialEstateKappalurMadurai625008
SOUTH CENTRAL ZONEANANTHAPUR LPG RO HYDERABAD LPG RO VIJAYAWADA LPG ROHPCLNH-44,TaticherllaVillage,Vadiyampeta(Post),Ananthapur:515731AndhraPradesh
HPCLPostBagNo2,Cherlapally,HyderabadAndhraPradesh:500051
HPCLIndustrialDev.Area,Kondapalli,KrishnaAndhraPradesh:521228
VIZAG LPG ROHPCLHPPetroPark,PortConnectivityRoad,Visakhapatnam:530009AndhraPradesh
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NORTH WEST ZONEGANDHINAGAR LPG RO HAZIRA LPG RO JAIPUR LPG ROHPCLCharaSonipurRoad,Sardav,GandhinagarGujarat:382640
HPCLHaziraLPGBottlingPlant,POIchhapore,HaziraSurat:394510
HPCLJaipurLPGR.O.1stFloor,JeevanNidhi-2LICBldg.,AmbedkarCircle,BhawaniSinghRoadJaipur:302005
JODHPUR LPG RO JABALPUR LPG RO INDORE LPG ROHPCLBhagatKiKothi,JodhpurRajasthan:342005
HPCLPlotNo1-2,Phase-2,ManeriIndustrialArea,ThesilNiwas,MandlaMadhyaPradesh:481886
HPCLNearMangliaRlyStation,Rahulkhedi,A.B.Road,NH3,IndoreMadhyaPradesh:453771
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RETAIL SBU ZONAL OFFICESNORTH ZONE EAST ZONE WEST ZONE SOUTH ZONEHPCL7thFloor,CoreII,SCOPEMinarComplex,LaxmiNagar,NewDelhi:110092.Tel.:011-22010601
HPCLPurbanchalBhavan,771,Anandapur,OffEM-bypass,Koklata:700017.Tel.:033-24195701
HPCLR&CBuilding,SirJ.J.Road,Byculla,Mumbai:400008.Tel.:022-23789000
HPCLThalamuthuNatarajanBuilding4thFloor,8,GandhiIrwinRd.,PostBox.No.3045,Egmore,Chennai:600008.Tel.:044-2852771
NORTH WEST ZONE NORTH CENTRAL ZONE SOUTH CENTRAL ZONEHPCLNorthWestZoneRetail,1stfloor,ShriBalajiAlfaBazar,OppThakorbhaiDesaiHall,HighStreet-1LawGarden,Ahmedabad:380015
HPCL1,NehruEnclave,GomtiNagar,Lucknow:226010.Tel.:0522-2307340
HPCLParishramBhavan,7thFloor,FatehMaidanRd.,Opp.BabuKhanEst.Bldg,Hyderabad:500004.Tel.:040-66908050
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NORTH ZONE RETAIL REGIONAL OFFICESDELHI RETAIL RO BATHINDA RETAIL RO CHANDIGARH RETAIL RO
HPCL7thFloor,NorthTowerScopeMinar,DistrictCentreLaxmiNagarNewDelhi:110092
HPCLC/oHPCLRetailOutlet,PhoosMandi,MansaRoad,Bathinda:151001
HPCLTelBhawanPlotNo.6A,MadhyaMarg,Sector19B,ChandigarhChandigarh:160019
GURGAON RETAIL RO JALANDHAR RETAIL RO JAMMU RETAIL ROHPCL104,SilvertonTowers,1stFloorGolfCourseExtensionRoad,Sector-50,HaryanaGurgaon:122001
HPCLSuchipind,GTRoadBypassJalandhar:144009
HPCLOppositeAsiaHotelGandhiNagar,JammuJammu&Kashmir:180004
PANIPAT RETAIL RO SHIMLA RETAIL RO HISSAR RETAIL ROHPCLE-22,IndustrialArea,CourtRoad,Panipat,Haryana:132103
HPCLHameerHouse,3rdFloor,LowerChakkar,ShimlaHP:171005
HPCL2ndFloor,S.J.TowerSector13,ToshamRoadHissar125005
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EAST ZONE RETAIL REGIONAL OFFICESRAIPUR RETAIL RO GUWAHATI RETAIL RO RANCHI RETAIL ROHPCL2ndFloor,MadinaManzilMedicalCollegeSquareJailRoad,Raipur:492001Chattisgarh
HPCLH.DComplex,2ndFloor,Janapath,G.SRoad,Ulubari,GuwahatiDist:Kamrup(M):781007
HPCL5thFloor,MaruTower,KankeRoad,Ranchi:834008Jharkhand
SAMBALPUR RETAIL RO BHUBANESHWAR RETAIL RO
DURGAPUR RETAIL RO
HPCLAT-Pardhiapali,Po:SankarmaDist:sambalpur:768006Odisha
HPCL5thFloorAlokBharatiBuildingBhubaneswar:751007Odisha
HPCLRajbandh,NH-2Durgapur:713212WestBengal
KOLKATA RETAIL ROHPCL6,ChurchLane2ndFloorKolkata:700001
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WEST ZONE RETAIL REGIONAL OFFICESMUMBAI RETAIL RO VASHI RETAIL RO VASCO RETAIL RO
HPCL3/4,JunctionofS.V.Rd&TurnerRdBandra(West)Mumbai:400050
HPCLD-500,TTCIndustrialAreaVashi,NaviMumbai:400705
HPCLF.L.GomesRoadVascodaGamaGoa:403802
PUNE RETAIL RO AURANGABAD RO INDORE RETAIL ROHPCL3-C,Dr.AmbedkarRoad,CampPune:411001
HPCLPlotNo39,Sector-G,TownCentre,CIDCOAurangabad:431003
HPCLGroundFloor,KapasBhawan27A,RaceCourseRoad,Indore:452001
BHOPAL RETAIL RO JABALPUR RETAIL RO SOLAPUR ROHPCLGautamNagarP.O.GovindpuraBhopal:462023
HPCL74-75GolBazarShaheedSmarak,NearGangotriApartmentJabalpur:482002
HPCLHPCLPakniIRDNearRailwayStationPakniSolapur–413242
NAGPUR RETAIL ROHPCLPostBoxNo.8OrientalBuildingS.V.PatelMargNagpur440001
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SOUTH ZONE RETAIL REGIONAL OFFICESCHENNAI RETAIL RO COCHIN RETAIL RO TRICHY RETAIL RO
HPCLPetroBhavan,2ndFloorNo82,TTKRoadAlwarpetChennai:600018
HPCLP.B.NO.1601ErnakulamNorthP.O.Cochin:682018
HPCLMDSREnclave,2ndFloorNo.90,BharatidasanSalaiCantonmentTrichy:620001
COIMBTORE RETAIL RO KOZHIKODE RETAIL RO MADURAI RETAIL ROHPCLHPHouse18/3,BigBazaarStreetNearRailwayStationCoimbatore:641001
HPCLElathur,NearElathurRailwayStation,Kozhikode:673303
HPCLRakeshTowers,3rdFloorByePassRoadMadurai:625010
NELLORE RO WARANGAL ROHPCLNelloreRegionalOfficeH.No.16-15-986-2,AARVEEHouseNearKrishnaMandiramChildren’sParkMainRoadNellore–524002
HPCLDNo1-1-254,PrasanthNagarSriSitaramaTempleRoadKazipet,WarangalDistKazipet,Warangal–506004
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NORTH CENTRAL ZONE RETAIL REGIONAL OFFICESLUCKNOW RETAIL RO MUGHALSARAI RETAIL
ROMEERUT RETAIL RO
HPCLPlotNo.1,NehruEnclaveGomtiNagarLUCKNOW:226010
HPCL2ndFloor,NorthSquareBuildingNearIPMall,ShastriNagar,SigraVaranasi:221002
HPCLVillage:PootaVedvyaspuri,Partapur,IndustrialEstateMeerut:250103
AGRA RETAIL RO PATNA RETAIL RO BEGUSARAI RETAIL ROHPCL85/4,IspatBhavan,3rdFloorSanjayPlace,Agra:282002
HPCLLoknayakJayprakashBhavan6thFloor,DakBangalowCrossingFraserRd.Patna:800001
HPCLC/o:BarauniDepotNH31,Village&Post:Papraur,Begusarai:851210
DEHRADUN RETAIL RO KANPUR RO VARANASI RETAIL ROHPCL94,GovindNagar,RaceCourseDehradun:248001
HPCLC/oRKPLProjectOffice3rdFloor,123/788G-1PlotNo52-T/15,FactoryAreaFazalganjKanpur–208012
HPCL2NDFloor,NorthSquareBuildingNearIPMall,ShastriNagarSigraVaranasi–221002
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NORTH WEST ZONE RETAIL REGIONAL OFFICESAHMEDABAD RETAIL RO JAIPUR RETAIL RO JODHPUR RETAIL ROHPCLPetroleumHouseBehindMemnagarFireStationNavrangpuraAhmedabad:380009
HPCLTelBhavan,JyotiNagarSahakarMargJaipur:302005
HPCLBetweenHPCL&IOCLPetrolPumpBhagatKiKothiJodhpur:342005
UDAIPUR RETAIL RO VADODARA RETAIL RO RAJKOT RETAIL ROHPCL50,SaheliNagarOpp.NewPoloGroundUdaipur:313001
HPCLHPCLPetrolPumpAmbalalPark,WaterTankRd.KarelibaugVadodara:390018
HPCLTelBhavan,1stFloorUniversityRoadRajkot:360005
KOTA ROHPCLHPCLPetrolPumpM/sKotaServiceStationNearKotraiChorahaGumanpuraKota–324007
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SOUTH CENTRAL ZONE RETAIL REGIONAL OFFICESSECUNDERABAD RO VIJAYWADA RO VISAKH RETAIL ROHPCL130/1,SarojiniDeviStreetNexttoSt.PatricksHighSchool,Secunderabad:500003
HPCLNearSaiBabaTemple,Tadepalli:522501GunturDistrict
HPCLWaltairPark,P.B.No.135ChinnaWaltair,Visakhapatnam:530003
KADAPA RETAIL RO BENGALURU RETAIL RO BELGAUM RETAIL ROHPCLNearRailwayStationCuddapah:516004
HPCLNo.77,OldMadrasRoad,DoorvaninagarP.O.K.R.Puram,Bengaluru:560016
HPCLRaniChennamaNagarSambhajiRoad,P.B.No.529Belgaum:590006
MANGALORE RETAIL ROHPCL1stfloor’DeoGratias’BuildingChilimbi,UrwaStoresMangalore:575006
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http://www.hindustanpetroleum.com
http://www.hpgas.com
http://www.retail.in
http://www.hplubes.com
http://www.pgportal.gov.in
http://www.cpgrams-darpg.nic.in
http//www.dpg.gov.in
http://www.darpg.gov.in
http://www.rti.gov.in
IMPORTANT WEBSITES14
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Unresolved Grievances Bothering You ?You may seek help of Directorate of Public Grievances [DPG] in resolution of
Grievances relating to Ministries / Departments and Organizations under its
Purview. In last few years, nearly ninety percent of the grievances taken up by the
Directorate have been resolved favourably.
Please read carefully the conditions listed below before lodging your grievance :
• YoushouldhaveexhaustedtheDepartmentalremediesforindividualgrievances
• Yourgrievanceshouldnotrelatetoservicematter[otherthanpaymentofterminalbenefitslikegratuity,GPF etc.], a case disposed off at the level of Minister of the concerned Department, commercial contract, a subjudice case, a case where quasi-judicial procedures and applellate mechanisms are prescribed for decision making, RTI matter, Religious matter.
• Suggestionofanysortwillnotbetreatedasgrievance.
List of Ministries /Departments/Organizations under DPG’s purview
[a] Ministry of Railways [i] PublicSectorBanks
[b] Department of Posts [j] PublicSectorInsuranceCompanies
[c] Department of Telecommunications including BSNLandMTNL
[k] NationalSavingSchemeofMinistryofFinance
[d] Ministry of Urban Development including Delhi DevelopmentAuthority,Land&DevelopmentOffice,SPWDandDirectorateofEstates
[l] ESI Hospitals and Dispensaries directlycontrolled by Employees State InsuranceCorporation under Ministry of Labour andEmployment
[e] Ministry of Petroleum and Natural GasincludingitsPublicSectorUndertakings
[m] Employees’ProvidentFundOrganization
[f ] Ministry of Civil Aviation including AirportsAuthority of India and Air India
[n] Regional Passport Authorities under Ministry ofExternalAffairs
[g] Ministry of Shipping, Road Transport andHighways
[o] Central Government Health Scheme underMinistryofHealthandFamilyWelfare
[h] Ministry of Tourism [p] CentralBoardofSecondaryEducation,KendriyaVidyalaySangathan,NationalInstituteofOpenSchooling,NavodayaVidyalayaSamiti,CentralUniversities,DeemedUniversities[Central]andScholarshipSchemes
[q] Ministry of Youth Affairs
CABINET SECRETARIATDIRECTORATE OF PUBLIC GRIEVANCES
GOVERNMENT OF INDIA
Note : You can lodge your Contact us at :Grievance online on our website TheSecretary
http://dpg.gov.in. Directorate of Public Grievances
Youmayalso 2ndFloor,SardarPatelBhawan,SansadBhawan,NewDelhi100001
sendyourgrievancetousbypostor Tel:011-23743130,011-23741228,011-23363733
faxwithcompleteinformationand Fax:011-23345637,e-mail:[email protected]
relevantdocuments Website:http://dpg.gov.in
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क्या आप अनसूलझी शिकया्तों से परेियान हैं ? आप लोक शिकायत निदेिालय के काय्य क्ेत्र के अतंर्यत मंत्रालयों /विभागों और संगठिों से संबंधित शिकायतों के समािाि के शलए लोक शिकायत निदेिालय की सहायता ले सकत ेहैं। वपछले कुछ सालों में, इस निदेिालय दिारा उठाई गई लगभग िबबे प्रनतित शिकायतों का
संतोषजिक समािाि ककया गया है।
अपनी शिकया्त दर्ज करयाने से पहले कृप्या नीचे दी गई िततों को ध्यानपूर्जक पढें:- • आपिे अपिी शिकायतों को समबधित विभाग के समक् समािाि हेतु प्रसतुत कर शलया हो। • आपकी शिकायत सेिा मामले ( गे्चयुटी,जीपीएफ इतयादद जैसे सेिांत दहतलाभों के भुगताि के अलािा) संबंधित विभाग
के मंत्री के सतर पर निपटाए गए मामले, िाणिज्यक अिुबंि,नयायािीि मामले. ऐसे मामले जहां निि्यय लेिे के शलए अद्यिनयानयक पधदनत और अपीशलय प्रकरियाएं नििा्यररत ेकी गई है. आरटीआई मामले, िाशम्यक मामले से संबंधित ि हो।
• ककसी भी प्रकार के सुझाि को शिकायत रुप में िही मािा जाएगा।
लोक शिकया्त ननदेियाल् के कया््जक्ेत्र के अतंग्जत आने रयाले मतं्रयाल्ों/ वरभयागों/संगठनों की सूची
(क) रेल मंत्रालय (ज) साि्यजनिक क्ेत्र के बैंक
(ख) डाक विभाग (झ) साि्यजनिक क्ेत्रों की बीमा कंपनिया
(ग) बीएसएिएल और एमटीएिएल सदहत दरूसंचार विभाग (त्र) वित्त मतं्रालय की राष्ट्ीय बचत सकीम
(घ) ददलली विकास प्राधिकरि, भूशम और विकास काया्यलय, सीपीडबलयडूी और समपदा निदेिालय सदहत िहरी विकास मतं्रालय |
(ट) श्रम और रोजगार मतं्रालय के अतंग्यत कम्यचारी रा्य बीमा निगम नियंत्त्रत ईएसआई असपताल और औषिालय |
(ठ) कम्यचारी भविष्य निधि संरठि
(ङ) पेट्ोशलयम और प्राकृनतक गैस मंत्रालय, इसके साि्यजनिक क्ेत्र के उपरिम सदहत
(ड) विदेि मंत्रालय के अतंग्यत क्ेत्रीय पासपोट्य प्राधिकरि
(च) भारतीय विमािपत्ति प्राधिकरि और एअर इंडडया सदहत िागर विमािि मतं्रालय
(ढ) सिास्थ और पररिार कलयाि मतं्रालय के अतंग्यत कें द्ीय सरकार सिास्थ योजिा
(छ) कें द्ीय माधयशमक शिक्ा बोड्य, कें द्ीय विदयालय संगठि, राष्ट्ीय मुकत विदयालयीय संस्थाि, ििोदय विदयालय सशमनत, कें द्ीय विशिविदयालय समविशिदयालय(कें द्ीय) और मािि संसािि विकास मंत्रालय की छात्रितृ्ती सकीमें।
(ि) पय्यटि मंत्रालय
(त) युिक काय्यरिम मंत्रालय
(्थ) पोत पररिहि, सडक पररिहि और राजमाग्य मंत्रालय
मतं्रिमडंल सत्िवालय लोक त्िकायत त्िदेिालय
भयारत सरकयार
िोट: आप हमारी िेबसाइट हमसे यहां संपक्य करें:-http:// dpg.gov.in पर सधचिअपिी शिकायत दज्य कर सकत ेहै । लोक शिकायत निदेिालय आप अपिी शिकायत, संपूि्य सूचिा दसूरा तल, सरदार पटेल भिि, संसद माग्य, िई ददलली- 110001और संगत दसतािजों के सा्थ दरूभाष : 011-23743139, 011-23741228, 011-23363733हमें डाक/फैकस फैकस : 011-23345637या ईमेल दिारा भेज सकत ेहै। िेबसाईट : http://dpg.gov.in
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