Retail Outlets Training Program

All samples need to be collected in 1-liter aluminum containers with wooden boxes as per the existing norms.

This is pasted on the sample container post sealing of the container Contains details on Source of product Location of receipt Mode of delivery Delivery made by Product received by Tank in which product decanted

The density of MS is normally in the range of 710 to 770 (kg/m3) The density of HSD is normally in the range of 820 to 860 (kg/m3) Reference density It is the density at 15 degrees recorded on the invoice by the supply location/ Density Register at Outlet Observed Density The density observed at the time of testing at 15 degrees (using the ASTM Table 53 B) before decanting at Retail Outlet / testing The allowable variation between the reference density and the observed density is +/- (at degrees C)

Following details to be filled on receipt of loan in each tank Date of receipt Density of product in tank lorry: Chamber wise: physically to be measured by RO staff Invoice number Date Density as per Invoice Density of the product after decantation Tank Truck Should not be decanted if the different between the receipt density and invoice density is beyond+/-3 Tank wise density must be maintained in the density register

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Complaints suggestions Book Density Record Q & Q RECORD

& For use by any customer to record their complaints and suggestions Daily density to be recorded (supplied by Company) Daily certification of customers for Quality & Quantity File containing all inspections report by company Inspection Report File officials Fitter Report File File containing all fitter reports Invoice File All MS/ HSD and Lube reports Density Chart ASTM 53-B-supplied by company to check density Circular File All correspondence with company DSR Daily Stock Register (supplied by the Company) Explosive Drawing Approved copy of the explosive drawing duly certified Calibration certificate from weights & measures foe all W & M Certificate the dispensing units, all measuring cans including smalls used for measuring lubes Dip charts for individual underground tanks to ascertain Dip Chart quantity of fuel Note down the quantity of water, if any, that was found Water Level in the Tank

Q & Q Checks Dip readings of tanks D/U meter readings Check for delivery from all dispensing units M & R dispensing Units Density checks for all products Ensuring Q&Q Checks for Customers Stock reconciliation DSR and Density Register Updating

Other daily / routine activities / checks Updating of Stock activities / checks Cash reconciliation Indenting for stocks including lubes Housekeeping Sales Room, Forecourt & Toilets Ensure proper working of Air compressor/ air tower Generator working Check for water availability / working of water cooler and purifier Adequate Manpower for ensuring XTRACARE IOC promises (applicable for XTRACARE IOC Dealers)

Other daily/ routine activities / checks All PAs in proper Uniform and properly shaven Complaints and suggestions book take prompt action Working of card Readers Analysis of sales vs. target for all product (including lubes) Safe keeping of key of security locks Guide traffic during peak hours Arrange for proper shift closing (i.e. tanking dips & meter readings etc.)

E-Ledger reconciliation, suggested to have on load basis Checking of following mandatory records/ documents W & M certificates for all D/Us, Lube dispensing measures Validity of Explosive license and other statutory approvals Payment of wages acts directly to the bank account of all staff as per minimum wages act and maintain proper records thereof Regular servicing of Fire extinguisher (DCP & CO2 type) Collection of Out-standing from Customers

Logging of complaints with HELPLINE (6050 600) or Divisional Office Responding to queries of Customers / Divisional Office Follow-up on implementation of promotional/ incentive program

By logging into e-ledger (ERP system) Every retail outlet dealer has a separate Customer Code All product transactions reflect in this e-ledger Reconciliation of accounts on load-to-load basis is Dealers Responsibility Ensure that you reconcile your accounts (even if you are getting more or less from the company) Failure to do so may lead to recovery of large amount in single transaction by company

IOCL has standard Maintenance Report Formats which pump Fitters are required to fill Maintain a separate file of all these reports The report covers all defects, delivery of the Dispensing Unit.

Any leakage should be immediately stopped and the matter must be reported to the Divisional office.

Every morning, check the underground tanks for presence of water using the water finding paste and dip rod In case water is detected, steps should be taken to remove the water with hand pump and not through Dispensing unit.

Faulty reading on register Motor defective/ burnt Pump delivers but does not register Operating handle defective Totalizer defective Hand drive operation defective Pump unit/ flow meter leaking Water in underground tank

Visual check keep filter paper (Whatman-2) to check quality of MS Make it available to customers upon demand if they wish to ensure the quality of MS themselves Maintain record of water dip on daily basis, which will form a part of the daily stock register In case presence of water is detected, immediately report to the supply point/ controlling company office for taking necessary action Draw product sample from the pump nozzle in the morning to detect presence of water, if any, before commencing daily sales.

Check on a daily basis the W & M Seal in the dispensing unit for correctness and also that W & M certification for the unit is valid Keep a standard 5-liter measure duly verified by the W & M department for exclusive use of pump testing on a daily basis All measures for dispensing bulk lube oil on the pump Island and service bays must be duly stamped by W&M Department. In case of variation beyond permissible limits (+/- 15 ml per 5 liter) in delivery of dispensing pumps, immediately suspend the operation from the particular DU and the same should be immediately notified to W&M Department and the controlling Oil Company Office Such re- stamping should be done by the W&M Department, and the presence of Oil Company Officer Until this action is taken, do not operate the dispensing carry out visual checks on a daily basis for any leaks in pump, delivery nozzle/ hose. If any leaks are detected, immediately report to the Oil Company for rectification. Ensure that after each delivery from the pump, the pump meter is brought back to zero before commencing the next delivery A message to this effect should be displayed on each pump unit.

Offering various products & services under one roof. XTRACARE IOC OFFERING. Q & Q Assurance Quick Fill Experience Customer Care Vehicle Care Branded Fuels Value added services Additional incentive on lll Party Certification leading to additional revenue to the dealer

Branded Q & Q TOWER Q&Q checking equipment to be maintained W&M Calibrated 5 liter. Can Calibrated Hydrometer with jar Calibrated Thermometer ASTM 53-B Table Q&Q testing procedure booklet Invitation to 5 Customers daily for Q&Q Check and maintain records.

Electronic D/Us Driveway free of obstacles/ parked vehicles-constant direction by Forecourt Supervisor Quick filling by driveway boys Credit card readers provided at a prominent place Multiple pay-points.

PA and Marshall to be in complete uniform Forecourt Manager regularly informing customers about available products / service Dedicated persons for windshield cleaning, free digital air and QCP Invitation for Q&Q Check Invitation to quick care point First Aid kit OTC medicines to be ensured (should not be expired) Drinking water Water cooler should be provided Water purifier (not only filter) must be provided Communication facility available and easily accessible to customers Phone with local /STD/ ISD/facility (chargeable) Convenience store and other NFRactivities optional on need basis Toilet for Customers (must and mandatory) Clean Toilets (separate for ladies) Clean Boards indicating presence of toilers Sufficient water supply Other desirable services Utility payment drop boxes Food & Beverages ATM/Money Transfer/Forex Courier Services Vehicle Loan/Insurance facility

Essential Facilities Availability of Forecourt Manager Windshield cleaning Free air facility- Branded towers Quick Care Point (QCP) Other Facilities PUC certificate (whenever applicable) Car Care products (optional) Vehicle Care Center (authorized branded) or service station.

and

Additional Services for a XTRACARE IOC Outlet Loyalty Cards Branded Fuels (XP & XM) Puncture Repair Q&Q Tower Quick Care Point with machine Other NFR Offerings

Ensure courteous behavior All dealer man are in proper and neat uniform Greeting the customer Promptly attending to the customer Show the customer meter set to zero before delivery Show the customer quantity dispensed after delivery Thank the customer for his visit Neat and clean housekeeping Inviting at least 5 customers every day to check Q&Q

Clean Uniform Cap Name Plate Black Shoes well polished Neat, short and clean nails Clean shaven/ well kept beard Neatly combed hair No chewing of paan / gutkha on duty.

Be polite and courteous with everybody at the outlet Speak softly to everybody- never shout across the outlet Never tap on the glass of vehicles for attention of customers Never group together and chat at the outlet even when customers are not present

Lab changes can draw samples at any industry outlet Testing is undertaken in the mobile lab stationed at the outlet. If

nozzle samples fails, the sales are immediately suspended. Thereafter, Testing of tank lorry samples is also undertaken If tank lorry samples also fails, then Divisional Office to take further action as per procedure/ MDG Lube samples may be withdrawn at random for checking at stationary labs The lab in charge pays for the sample taken; obtain a receipt against the payment from the outlet.

Types of loyalty cards Pre-paid XTRAREWARDS for urban customers XTRAPOWER for highway customers Credit Co-branded Fleet card with credit facility (Sundaram) Debit Co-branded CitiBank

ICICI Co-branded Credit Card A credit card with no surcharge of 2.5% which can be used for purchase of any item, anywhere ICICI Co-branded Debit Card A debit card which is linked to customers bank account for immediate Debit & can be used for purchase of any where

XTRACARE IOC Smart-1 Prepaid card for which one gets reward points on purchases from any XTRACARE IOC outlet
Drive Track A pre-paid card having remote loading & truck tracking facility for fleet owners Drive Smart This is a credit card for large fleet owners with 21 days credit having tracking facility

Telephone No. 95--6050 6050 (-STD code of nearest Help line) Dealers should make use of the Help line for Pump maintenance Other M&R Customer Complaints

Dealer / Forecourt Salesmen training Programs (CMC) FSM Motivational Programs (For XTRACARE IOC Outlets) Spot & Reward (Rs.500/-) Scholarships (Rs.1000, Rs.1500, Rs.2000, Rs.2500) Accident Insurance (Max. Rs.1lakh in case of death)

To ensure Deliverance of XTRACARE IOC Promises on customer & vehicle care Third Party Audit (M/s. Bureau Veritas) started in Oct.04 for all XTRACARE IOC Outlets Already 5 Nos. of half yearly phases completed, 6th phase is under progress Minimum marks for certification = 80% All XTRACARE IOC Outlets must be covered in every phase.

Rs. Per KL MS 894 HSD 529 XP 1082 XM 619 SSLF (Service Station License Fee) (Rs. Per KL recovered from the Dealer at the time of invoicing) MS HSD Company owned 43 36 Dealer Owned 13 11 Company Leased 43 36

AIR WATER TOILETS TELEPHONE FIRST AID BOX

If the sample passes the lab test Sales and supplies of all products, if suspended earlier, will be resumed immediately If the sample is certified to be adulterated, after laboratory test, Show-cause notice will be observed on the dealer Explanation by the dealer to be given within 7 days of the receipt of the show-cause notice If the explanation is not satisfactory, the company will take penal action.

In case of proven adulteration, The product (MS/HSD) will be sent to the nearest refinery as per the directive of MOP & NGs Letter (p-21027/29/2001-Dist dated 21-12-2002)

In case of proven adulteration at the RO, The entire expenses towards transportation, pumping, tank cleaning, incidental charges, local levies, etc. will be recovered from the dealer. The dealer will be paid an amount equivalent to the cost of Furnace Oil and for the actual quantity received at the Refinery end.

In case of proven adulteration by the transport contractor/ crew. The expenses would be recovered from the transport contractor/crew The expenses would be recovered from the transport contractor. Product down gradation loss + transit loss, if any would must be Recorded from the transport contractor. The dealer will receive full value of the product.

Samples thus drawn are to be sent to the respective Oil company laboratory for the testing Inspection If the laboratory test report indicates that the sample found to be off-spec If the explanation received from the dealer in response to the show-cause notice is found to be satisfactory In case however the explanation from the dealer is not sati9sfactory Action A show-cause notice would be issued to the concerned dealer No further action is to be taken

Penal action to be taken as per MDG.

Note on Lubes Dealer shall remove off-sec product from the premises. Oil companies will ensure that the off-spec product is suitably destroyed In all cases where the samples are found to be off-spec, a subsequent sample should be taken the same dealer within 2/4 months frin tge date if the test report of the earlier sample.

In case, two or more irregularities are detected at the same time at he same RO Each of the irregularities should be accounted as an instance against the respective type of irregularity Action will be taken in line with what is listed in Appendix- 1 for that specific irregularity and also for that specific instance Penal action will be imposed for each o9f the irregularity thereby giving a compounding effect.

In case of irregularities not specifically mentioned/ covered above, the competent/ appropriate authority of the concerned Oil Company shall impose proper penalty and/ or issue warning letter after enquiry and in accordance with the principles of natural justice.

Stock reconciliation should be carried out and variation, if any, established after taking into account the normal variation in operational levels of +/- 4% of tank stock and after considering the following factors:

Evaporation / handling loss in MS as follows: 0.75% on quality sold up to an annual average of 600 KL 0.60% on additional quality beyond an annual average of 600 KL Handling losses in HSD as follows: 0.25% on quality sold up to an annual average of 600 KL 0.20% on additional quantity beyond an annual average of 600 KL

Ensure that there is no leakage from pipelines, Joints, Fuel Dispensers, Hoses etc. Fire fighting training must be imparted to all staff periodically.

FIRE EXTINGUISHERS DCP Dry chemical powder Minimum 6 nos. outlet Sand Buckets 2 per nozzle Minimum 4 nos. per outlet

A portable fire extinguisher-10 Kg capacity Must be easily accessible Must be in working condition always If dealer is also a transporter, please note Every Tank truck must carry a fire extinguisher Additionally, one DCP type fire extinguisher of 1Kg, capacity must be carried in the drivers cabin.

Usage In case of a oil/ fuel spillage on the ground In case of a leakage In case of small fires How to use Spread the sand over the oil/ fuel spillage so that it absorbs the oil Remove the sand-oil mixture immediately.

Monthly checks Check the nozzle and vent on Cap. If clogged, cleaning may be done. Check the Plunger Plunger should move smoothly and be clean Clean the Hose & nozzle Replace if they are found to be worn out. Quarterly Checks Check weight of the CO2 cartridge. Recharge if the weight reduction is 10% Check piercing mechanism and nozzle Check condition of powder. Dry and sieve the same if coursing or caking is found Check portholes in cartridge sleeve. Should be clean and free from blockages If the fire extinguisher body, internally and externally, found corroded or rusted, get it hydro-tested or replaced.

Tank truck should be parked in a drive out position The decantation area should be cordoned off to the extent possible Master cut off switch (Tanker) must be operated to isolate electrical circuit. Earthing should be ensured before commencing Decantation hose must be braided / electrically continuous. There should not be any loose connection between hose pipes collar and tank lorry discharge faucet Tank Lorry, crew must be present throughout the process Fire extinguisher must be placed near the tank lorry The metallic bucket used for drawing samples should be bonded with the tank lorry to neutralize the charge.

Customers must be told to switch off the engine for fueling No smoking & switch off mobile phones must be displayed prominently in the licensed premises Reinforced rubber hose must be used No open wiring inside the dispensing unit.

ELECTRICAL PRECAUTIONS No loose wires/ connections Rubber mat must be placed in front of the panel to avoid electrical shock Connected Load should not exceed sanctioned load. Periodic review of load factor must be done. All earth pits should be checked periodically for their proper working Bonding / continuity must be checked once a year. SAFETY IN THE SALES & STORE ROOMS Sales room must be neat & clean and free of dry wood/ papers No leakages from lube packages Compressor/ DG room must be well ventilated and clean Periodic oil level / water level checks must be done in DG and compressor as the case may be Logbook / history card must be maintained for air compressor & DG set.

MAINTENANCE OF EARTHING PITS TO IMPROVE CONDUCTTIVITY Fill charcoal or salt to improve conductivity Pour water regularly during the dry season Clean the connecting points regularly Resistance Reading Check to be conducted ( by Corpn.) once in 6 months by a licensed Electrical contractor EMERGENCY NUMBERS A board having emergency contact telephone numbers must be displayed at the retail outlet. Fire service Hospitals in and around the outlet Ambulance Police Station of the area IOCL Regional Office IOCL Sales Officer IOCL Depot / Terminal Dealer.

Directional Targets for Lube sales 2T Vs. MS = 1.2% Lubes Vs. AMF (MS+HSD+XP+TXM)=0.8%

MS & HSD Control Order Weights & measures Act Petroleum Rules Dealership Agreement Lease Agreement ( Minimum Wages Act Shops & Establishment Act Contract & Labor Act.

SCOPE Product Supply & transportation Power of search & seizure Sampling of product COVERAGE Retail outlets Tank Lorry etc. AUTHORIZED PERSONNEL Police officer not below rank of DSP duly authorized Any officer of central / State Govt. duly authorized by general or special order by central/state government Any Officer of oil company (PSU). WEIGHTS & MEASURES SCOPE Retail Outlets COVERAGE All Dispensing Units, 5 ltr measure and Lube measures All filled lubricant packages

VALIDITY For each Equipment is One year and then has to be recalibrated and W&M stamp obtained on the equipment alongwith certificate. WEIGHT & MEASURES DOS & DONTS

Measuring equipment which is not stamped by W&M should NOT BE KEPT at the RO The W&M certificate for each stamping must be retained safely in records ( A separate file must be maintained) No deliveries from dispensing unit if there is variation found on checking or if re-calibration is due.

SCOPE All retail outlets COVERAGE Layout, safety & operation. PETROLEUM RULES No smoking permitted within the premises Fire Extinguishers must be available at the premises and in top working condition. They must inspected every six months Switch off Mobile Phone sign to be prominently placed There should be no dry vegetation in the premises There should be no passages thru the premises. INDUSTRY MOBILE LABS SCOPE All Retail outlets of Oil Industry Inspection by Mobile Lab Officer COVERAGE Product Quality.

PROCESS Lab In charge will draw sample in presence of Dealer or his / her representative from nozzle Clinical testing should be in presence of dealer / representative. In case of failure of nozzle sample Suspension of sales from the outlet Carry out testing of tank lorry sample If tank lorry sample fails, take sample from depot for testing Further action as per procedure / MDG to be taken by Region (IOC) Lab Officer can withdraw lube sample also but to send it to concerned company lab only for testing Lab officer to pay for fuel used for sampling / testing and take receipt.

License to operate the retail outlet dealership Affixing of photograph of dealer is must, non-transferable Dealer not permitted to change the constitution of the dealership (even within the family members) without the approval in writing from IOCL No mortgage of the retail outlet permitted No purchase or sale of outside products permitted To meet the sales targets every year as given by HCP Dealer must obtain a copy of the agreement for his / her records. In case of termination of agreement by IOCL due to any reason OR resignation by dealer, the site along with company assets to be handed over to IOCL. The agreement to be renewed, time to time, as per policy No addition / deletion or any repairs of superstructure / layout or any other business from the outlet premises without the written consent from the corporation Deale3r to sell the products at RSP advised by the corporation Dealer not to carry-out any other business from the outlet premises without the written consent from the corporation Dealer to take care of all corporations equipment and other assets and maintain t6hem in good working condition Any dispute between the dealer and the corporation shall be referred to the arbitrator, to be appointed by the corporation.

leases for specific period of time with

- 3rd party landlord Dealer

As per terms of agreement, IOCL can exercise its option to renew the lease before expiry Lease agreement permits IOCL to conduct other non-fuel (NFR) business at the retail outlet The dealer (is the lessor) to pay the additional license fee (equivalent to the rental) to IOCL on monthly basis Dealer not allowed to sub-lease to anyone without written approval from IOCL during lease period.

All employees working at the retail outlet must be paid wages as per the minimum wages act Working hours to be maintained Weekly Off as per act All records are to be maintained in Prescribed Registers, and are to be presented to Inspecting Officer as & when required All records are to be maintained for 3 Years.