BHARAT PETROLEUM HAS DELIVERED LPG CYLINDERS AT EVERY DOORSTEP

AT KERALA

Bharat Petroleum has delivered Bharat Gas LPG cylinders at the doorstep of every customer
in Kerala amid the spread of Corona Virus pandemic in the state taking all precautions and
strictly following the guidelines issued by the government from time to time.

BPCL has undertaken a slew of digital initiatives for the customer convenience and safety in
the present crisis situation. BPCL has become highly responsive by leveraging technology to
overcome these emerging challenges. We have leveraged technology for transactions,
communication, awareness and confidence building. We have embraced online platforms
wholeheartedly and provided e-solutions at every level for speed, efficiency and
convenience to our customers.

BPCL had launched WhatsApp Booking and Payments recently to make it convenient for the
customers to book LPG cylinder refills. Now additional features have been provided through
WhatsApp like Instant Price Information, LPG delivery tracking, creating safety awareness
and taking feedback from customers. Now any customer can access the following through
WhatsApp:

 Booking a cylinder
 Payment of booked cylinder
 Refill delivery status
 Rate your distributor
 Emergency
 Complaint or feedback
 Price of cylinder
 Safety videos

Apart from WhatsApp a slew of digital initiatives have been provided to the Bharat Gas
Customers like:

 PAY and BOOK options with all major apps like G Pay, Amazon, PayTM, Phone Pe,
UPI etc.
 Bharatgas mobile App booking and online payment
 Missed call at 77109-55555 which helps customer to book refill and also get a link
by sms for payment online
 Web booking and online payment through ebharatgas.com
 IVRS booking 7718012345/7715012345
.
BPCL has an LPG active customer population of 26 Lakhs families and LPG cylinders around
56000 per day were delivered at the door of every customer through our strong network of
189 domestic LPG Distributorship in Kerala despite the challenge of corona virus pandemic.
The LPG cylinders are also delivered through boats especially in Kuttanadu Region, where
the families are residing on backwater Islands by ensuring social distancing to avoid the
spread of the pandemic.
BPCL has organised many e-customer contact program during the Pandemic times thru’
Video Conferencing to understand their difficulties if any in getting the refills and
communicated the various modes of booking and making online payment methods to
ensure contact less transactions during delivery of cylinders and to ensure Brake the Chain
Momentum continues.

LPG cylinders are supplied from LPG Bottling plants situated at Kochi Refinery, Kazhakuttam-
Trivandrum and LPG bottling plants from Neighbouring States of Tamilnadu and Karnataka
to take care of Kerala state requirements.

During Pandemic times, LPG Bottling plants follows all SOP for preventing the pandemic in
the plant. Our plant was operating during the entire period of total lockdown to ensure that
there was no scarcity of cooking gas. Our truck crews are on continuous duty for carrying
LPG cylinders to distributorship network. As soon as lockdown was declared, the transport
crew was given a brief on the SOP to be followed to ensure that there is no spread of
pandemic. They were served with free meal, sanitizer and masks. Another challenge was to
get food for them en - route where dhaba and hotels were closed. BPC Retail Outlets came
forward for providing place to our drivers to cook food, take rest and have bath. Our
delivery boys continued their work as usual reaching to every customer, be it in urban areas
or at remote villages including Island areas. Wearing mask and gloves, maintaining social
distancing and using sanitizers frequently all our delivery boys delivered cylinders at
doorstep of the customers. Bharat Petroleum provides Bharat Arogya Yojana and Exgratia
scheme for compensation in case of any eventuality due to Covid pandemic to our Corona
Warriors.During the Lockdown owing to pandemic posed a serious challenge to our delivery
boys to reach cylinders at doorstep. They not only delivered the LPG cylinders, but also
helped customers by offering additional services of delivering vegetables and tablets for
chronic patients at the customer houses.
·
Apart from this we also successfully delivered free refill to 1.47 lacs of all PMUY
beneficiaries under PMGKY despite all odds due to lockdown and heavy rain. There are
many villages in Kerala, which are far from distributorship operating areas where
distribution of refill in timely manner is really difficult due to remoteness and difficult
terrain. BPCL has tied up with VLE ( Village Level Entrepreneur ) of CSC ( Common Service
Centre) who deliver refills to those remote places. It will now be convenient to those
consumers for booking and getting home delivery of refill cylinders on time.

Bharat Petroleum is standing tall as one of the essential services provider playing a pivotal
role in this hour of need and shall continue to serve our customers and the society with
dedication and commitment, standing true to our core purpose of ‘Energising Lives’ of the
nation.

S. Sundararajan
Deputy General Manager (Brand & PR) 4th August 2020