Dealer Handbook Part 1 300523

CHAPTER
Version2.0
02 3
p ril - 2
A
Indian Oil Corporation Limited 1

CHAPTER
Dealer Handbook
All rights reserved, including the right of reproduction
in whole or part in any form. Third Edition, June 2022
No part of this publication may be reproduced, or stored

in a retrieval system, or transmitted in any form by means
of electronic, mechanical, photocopying or otherwise,
without prior written permission from IndianOil
Corporation Ltd, Marketing Division
Designed & Developed by Retail Academy
Contents are provided from Retail Sales, Head Office

A publication from Retail Academy, IndianOil Head Office

CHAPTER
“
Disclaimer
The information provided within this book is
for ready reckoner purpose only. This
book does not certify or advise to use the
information mentioned here for taking any
decisions. However for taking official
decision please refer to the respective policies as
circulated from respective departments.

Table of Content
CHAPTER
CHAPTER
01 Glorious Facts Page 06
CHAPTER
02 Dispensing Unit & Vapour Recovery System Page 07
CHAPTER
03 RVI-Look Book Page 18
CHAPTER
04 Commissioning Page 47
CHAPTER
05 Know Your Product Page 58
CHAPTER
06 RO Operation Page 89
CHAPTER
07 Tank-Truck Decantation Page 93
CHAPTER
08 Sampling Page 102
CHAPTER
09 Inventory Management Page 105
CHAPTER
10 Financial Management Page 109
CHAPTER
11 Dhruva Page 111
CHAPTER
12 Grooming Page 130
CHAPTER
13 Customer Rights Page 135
CHAPTER
14 Customer Service Page 137
CHAPTER
15 Safety Page 143
CHAPTER
16 Work Permit Page 189

Table of Content
CHAPTER
CHAPTER
17 Automation Page 197
CHAPTER
18 ITPS Page 220
CHAPTER
19 Digital Initiatives Page 239
CHAPTER
20 Analytics Page 266
CHAPTER
21 Vishleshan Page 269
CHAPTER
22 Electronic Facility Management System Page 275
CHAPTER
23 Non Fuel Retailing Page 285
CHAPTER
24 Xtrarewards Page 293
CHAPTER
25 Xtrapower Page 304
CHAPTER
26 Co-Branded Cards Page 307
CHAPTER
27 EV Charging Stations Page 309
CHAPTER
28 Subsidy Policy Page 318
CHAPTER
29 Corpus Fund Scheme Page 326

CHAPTER Glorious Facts
01
1st Retail Outlet
Which was the first Retail Outlet of Indian Oil?
Indian Oil commissioned its 1st Retail Outlet by

M/s. Rasiklal Ashok Kumar & Co.
at Anjar, Gujarat
Our First Retail

outlet opened in the
state of Gujrat
Memory Lane: 60’s to 70’s:

Dispensing Unit &
CHAPTER
Vapour Recovery System
02
Dispensing Units - Basic Overview

Dispensing Unit &
CHAPTER
02

Dispensing Unit &
CHAPTER
02
Flow Rates
Type of DU Nomenclature Flow Rate Product handled
Standard Duty SD 40 LPM MS
Heavy Duty HD 80 LPM HSD
Super Heavy Duty SHD 130 LPM HSD
Different Dispensing Systems
Suction Type Pressure Type

Dispensing Unit &
CHAPTER
02
Suction Type Pressure Type
Motor and Pump provided No provision of Motor and Pump

inside DU Hydraulic Section inside DU Hydraulic Section
One Suction Pipeline Connection
One connection from STP can feed multiple
Required Per Suction Pump,
nozzles depending upon STP rating.
which can support maximum one Nozzle
Pipe type, length, slope Pipeline length, slope and

and bends are very critical bends are not critical
Subjected to cavitation problems on No cavitation problems on MS in
MS, in summer due to vaporization summer, as pump is submerged in fuel
Air separation mechanism No air separation mechanism required, as
required to separate the air STP is immerse inside underground tank
Motor & Pump alignment needs
No alignment required
to be checked on routine basis
Piping

Dispensing Unit &
CHAPTER
02
Pumping Units
Metering Unit
Twin piston metering unit with four chambers.

Each chamber consist of 125 ml.
Transform delivered volume into shaft rotations.
Pulsar to convert this rotation into pulses for the calculator.
Each rotation of meter delivers 500 ml.
https://www.youtube.com/watch?v=h5UMvzf6xOI
Metering Unit
Magnetic Pulsar working on hall effect principle.

Non-Openable Pulsar
Non-repairable Pulsar
Self destructive Pulsar
https://www.youtube.com/watch?v=wpAA3qeOYiI

Dispensing Unit &
CHAPTER
02
Hanging Hardware
Nozzle
https://www.youtube.com/watch?v=VhyWQ3oyCaU
https://www.youtube.com/watch?v=q3phjAQZdGg
Breakaway Swivel Sight Flow Indicator Hose Pipe
Electronic Cards in family integrity
Control Card Display
Keypad
Keypad
eCal Card
Pulsar
Dispensing Unit &
CHAPTER
02
Data Handling in Dispensing Units
Data Data
Encryption Decryption
Data Data Data

Generation Transfer Processing
Data Handling in Dispensing Units
CPU PULSAR
Communication Bus
KEYPAD DISPLAY ECAL

Dispensing Unit &
CHAPTER
02
Electronic Security in New Age DUs
1 Non-openable, non-repairable, self destructive and potted magnetic pulsar
with Hall Effect sensor.
2 Data transfer with 256 bit AES encryption.
3 Data transfer only after PKI Key exchange.
4 Dual OTP feature for calibration and change of cards.
5 Secured Hashing Algorithms (SHA-256).
6 Concept of Family Integrity of Intelligent Cards – Control Card, Keypad
Card, Pulsar Card, Display Card, eCal Card.
7 Electronic Calibration
8 Electronic Lock in DU Electronics
One Time Password (OTP) – Process Flow
1 OEMs server sends all OTPs on real time basis to IOCL servers.
2 IOCL server will send email/ sms alerts to FO/ Dealer.
3 Dealer to acknowledge along with uploading documents in 7 days failing
which supplies get blocked.
4 FO to necessarily validate the dealer acknowledgement before next eSL5 inspection
failing which inspection cannot be finalized.
Dispensing Unit &
CHAPTER
02 Dispensing Unit Replacement Policy
Policy 211-02/2013 dated 12.02.2013
1 MPDs with STPs

All ROs in A & B class of Markets irrespective of sales volume.
All ROs in D class of markets selling more than 150 KLPM.
All ROs in C class of markets selling more than 150 KLPM.
All ROs in C class of markets selling more than 100 KLPM of which MS is
atleast 50 KLPM.
Addition of MPDs is governed by following norms:
Upto 150 KLPM – 2 MPD
151 – 250 KLPM – 3 MPD
For every additional 200 KLPM – 1 MPD
2 Electronic Dual DUs
All ROs not considered above.
Policy 275-08/2019 dated 27.08.2019 / 276-09/2019 dated 19.09.2019
MPDs with STPs can be provided at following categories:

New ROs with MS/XP sales potential of more than 30 KLPM irrespective of the class
of market.
New ROs with combined sales potential of 100 KLPM.
New ROs to be commissioned in areas with maximum temperatures of more than 40
deg C for continuous period of minimum one month during last two years.
Existing ROs with MS sales of 30 KLPM or combined sales of 100 KLPM located in
areas with maximum temperatures of more than 40 deg C for continuous period of
minimum one month during last two years can be provided with approval of State
Head.
Existing ROs with sales less than mentioned above can be provided with approval of
State Head subject to dealer/ dealer-select agreeing to maintain higher dead stock
(minimum 35 cm dip level).

Dispensing Unit &
CHAPTER
02 DU Maintenance
DU Warranty/ CAMC Conditions
POsplaced
POs placed
2010-2012 2012-2015 2016-2017 2018 onwards
between
between
Contract
POs placed 2 years 10 years 2 years warranty
7 years warranty
between
Conditions warranty/ CAMC warranty & 8 years CAMC
Timelines for Maintenance
POs placed between Timeline
Nozzle to be put back into service within 48 hours of the registration

2011-12 to 2014-15 of the complaint
Nozzle to be put back into service within 48 hours of the registration

of the complaint.
Complaints which are logged after 1.00 p.m. on a particular day to
2015-16 to 2017-18
be considered as complaint logged on the next day at 9.00 a.m.
National Holiday & Sunday falling during 48 hrs period of the
complaint shall not be counted for the purpose of the penalty.
Within 50 Kms radius of Divisional Office: 24 hrs. from the time of

complaint
Within 50 to 250 Kms radius of Divisional Office: 48 hrs from the
time of complaint.
2018-19 Beyond 250 Kms radius of Divisional Office : 72 hours from the time
of complaint.
For complaints registered between 1600 hrs to 0700 hrs next day
morning, the zero time shall be considered as from 0700 hrs only
(the next day).

Dispensing Unit &
CHAPTER
02 DU Maintenance
Other Provisions to be taken care of from Nov 2018 DU supplies
Warranty includes the following:
Supervision of Commissioning Activities

Preventive & Breakdown Maintenance (servicing of the equipment on-site)
All materials/ spare parts etc. including labour.
Compulsory replacement of DU hanging hardware which includes nozzles, hoses &
breakaway coupling once every two years or before as warranted.
Preventive Maintenance Visit once in every block of two months. Inter visit gap should be
minimum 30 days.
Other Provisions to be taken care of from Nov 2018 DU supplies
CAMC includes the following:
All items of DUs including hanging parts.
All nozzles of particular DU should be in working condition at the end of preventive

maintenance visit to consider it as acceptable maintenance visit. No payment shall be
made for the DU if even a single nozzle is not in working condition.
Preventive & Breakdown Maintenance (servicing of the equipment on-site)
All materials/ spare parts etc. including labour.
Compulsory replacement of DU hanging hardware which includes nozzles, hoses &

breakaway coupling once every two years or before as warranted.
Preventive Maintenance Visit once in every block of two months. Inter visit gap should be
minimum 30 days.

CHAPTER RVI-Look Book
03
Retail Outlet Day view- Design A
Retail Outlet Night View – Design A

03
Retail Outlet Look Book for IOCL Dealer - Design B
Eligibility:
Urban RO Strategically
located, Metro 4W Archetype
MS Potential >250 KLPM
SO Head Quarter town/

State Capital town/ A & B
Class of Market
Retail Outlet Day view- Design B

03
Retail Outlet Night view- Design B
Facility Positioning – Design A
Name of the
product
Lube display unit

one per island
One Dustbin
per Island
2 DCP fire
Extinguisher per Island
(within 3m radius)
Mark for vehicle to
stop for fueling
Bollard for protection

of DU and Island
Clutter free Pump IslandNo standee / No

advertisement in Pump Island & Canopy column

03
Facility Positioning- Design B
Lube display unit

one per island
Lube display unit

one per island
One Dustbin Bollard for

per Island protection of DU
and Island
Mark for vehicle to

stop for fueling
Clutter free Pump Island No standee / No 2 DCP fire Extinguisher per

advertisement in Pump Island & Canopy column Island (within 3m radius)
Facility Positioning- Design B
Angle of inclination for column

C1 & C2 are 74°& 82° respectively.
Column center to column center
distance should not be more than 8m
Canopy frontage C1 C2
should not be
less than 12.5m
Directional
signage,
facility signage,
Air/Water/N2/
EV canopy 74 O
design etc
for design A &
B are same 8m
82 O
Clutter free Pump Island. No standee / No
advertisement in Pump Island & Canopy column

03
Sales Building
In case of G+1 Building,

Building Fascia to be
provided on Ground floor only
Emergency Shut Location for
down switch (ESD) Bollard
Dustbin
Standard Sales Building Plan (6.0 m X 4.0 m Option 1)

03
Standard Sales Building Plan (6.0 m X 4.0 m- Option 2)
Standard Sales Building Plan (7.5 m X 3.0 m)

03
Ground Floor Plan 7.5 m X 4.0 m

03

03
Direction Signage / Facility Canopy
Air/ Nitrogen / EV/ water must be aligned

Font type : Frutigere Roman
toward right side in the canopy
Signage

03
Signage
Monolith display to be configured

for following
Panel 1: Unique Retail Outlet SNo

“Assam Oil” Logo to be displayed in
Assam Oil Retail Outlets only Panel 2: Pure Aur Poora Dono
Hee / Automated Retail Outlet
“SWAGAT” Logo to be displayed in
SWAGAT Retail Outlets only Panel 3: XP95/ XP100/
RO No.: BH-123
XTRAGREEN(Name of branded
As a strategic decision, RSP Automated Retail Ou fuel available in the Retail Outlet
(Retail Selling Price) not to be XP95 / XP100/ XTRAG to be displayed)
displayed in Monolith
CNG/ LNG/e-Charge
Panel 4: CNG/ LNG/ e-Charge/
CBG/ DEF (Name of alternate fuel
available in the RO)
Signage
Kota Stone Brown Natural Rough

Sizes: L: 240 cms and W: 75 cms
OR AS AVAILABILE NEAR SITE
Thickness- 25mm to 35mm
Kota stone Brown single polished

Kota Stone Brown Honed

No message / information shall Sales Building
be displayed in Glass façade of apron
the sales building

03
Sales Building Flooring
Sales Building Paint/ Toilet Floor and Wall Tails

03
TT Decantation, Kerb Wall, Boundary Wall, Typical Earthing
Compound Wall colour:

Grey- Cool Grey 1C (RAL 9002)
Kerb Wall colour: Grey-
Cool Grey 7C (RAL 9022)
Earthing / Bounding
wire with Crocodile clip
Kerb Wall colour: Grey-

Cool Grey 7C (RAL 9022)
Colour Code Kerb Wall colour: Grey-

Paver Block: Grey Colour Cool Grey 7C (RAL 9022)
Height of the buffer strip and separator island would be kerb of

minimum 275 mm. (Ref: IRC:12:2009)
Markers in Decantation Chamber & Fill Pipe Riser

03
Markers in Decantation Chamber & Fill Pipe Riser
Change Room/ Lube Storage / Sample Retention (Type 1)
Janitor Sample Storage Lube Storage Ladies Change Gents Change

Room Room Room Room Room

03
Change Room/ Lube Storage / Sample Retention (Type 2)
Sample & Lube Ladies / Gents

storage Room Change Room
SERVO XPRESS

03
Toilet
Ladies
Toilet
Divyang
Toilet
Gents
Toilet
Display Board
In case, if display board is not available at the RO, name of

the Retail Outlet t be displayed on a printed retroreflective
sheet pasted on a mill ACP sheet. Font size shall be 150
mm of font style “FRUTIGER ROMAN” type on egress side
of the boundary wall

03
Display Board
Product specific advertisement /

ongoing promotional scheme may
be displayed at yard light pole.
EV Charger at RO

03
Mnemonic
Any Blue / Orange colour used in IOCL Retail

Outlet shall be of following shade
Blue: PANTONE 2757C, Orange: PANTONE 1655C
Font: Frutigere Roman
Mnemonic (Specification)

03
Mnemonic
QR Code Display for DARPAN & Payment Solution/ Bay Signage
QR Code for DARPAN and Payment

Solutions to be displayed at the
end of the island, so that customer
can access QR code for payment
and evaluation of Retail Outlet
(To be printed on both side of the
display board)
Signage is trolly mounted and to

be poisoned in front of the vehicle
under fueling.
DOs and Don’t to be displayed
prominently (To be printed on both
side of the display board)

03
Indoor Electric Panel
Typical design for

indoor electric panel
Outdoor Electric Panel & Earthing Pit Display
Size of the display: A4 (Landscape)

03
Recommended Lux Level for Retail Outlet
Sr No Location at RO Lux level

Recommended
1 Under Canopy 550-450
2 In approach area/ entry / exit 110-100
In approach area/ entry / exit
3 250-200
(Large format RO)
4 Electrical room 120-100
5 Boundary / yard 150-120
6 Boundary / yard 150-120
Boundary / yard
7 250-200
(Large Format RO)
Safety Equipment
SAFETY EQUIPMENT REQUIRED IN RETAIL OUTLET

No Safety Equipment Details
Two Numbers of ISI marked,
10 kgs DCP Fire Extinguisher
Fire Extinguisher
1 placed at a safe location
near Dispenser
within 3m radius of each
dispenser.
Fire Extinguisher for Minimum 1 Number of 4.5
each electrical room or Kg, ISI marked C02 fire
2
an outdoor electrical extinguisher, confirming to
panel IS: 2878.
Minimum 4 numbers of dry
3 Sand Buckets sand buckets for retail
outlet.

03
Dry & Wet Waste Dustbin
Office Furniture
Standard Metal Office Table Mid Back Chair

Size (l x b x h) - 1.2 m X 0.6 m X 0.75 m. Size (l x b x h) -
Material - Metal 76.3 x 89.5-100.5 x 76.3. cms

03
Office Furniture
Size (LxBxH) - Size (LxBxH) - Size (LxBxH) -

90 x51 x 197 cm 77 x 55 x 175 cm 77 x 55 x 175 cm
Material- Metal Material- Metal Material- Metal
Office Furniture
Slotted angle metallic

Locker for Locker for rack for retention sample
Change Room Change Room / lube storage

03
DOs & Don’t / SOPs
Instruction
Location of the signage:

To be fixed on compound wall, on
Ingress side compound wall
Size: A2
Material: Printed on Retroreflective
sheet and pasted on Mill ACP sheet.
Visibility:
Top of the signage shall be flushed
with top of compound wall (1.2 m).
Language:
Can be adapted in local language.
Instruction
Guidelines to Followed in Fuel Retail Outlet Location of the signage:

To be fixed on compound wall, on
Ingress side compound wall
ATTENTION
Size: A2
No Smoking
Visibility:
No Naked Flame Inside this Retail Outlet Top of the signage shall be flushed
with top of compound wall (1.2 m).
Do not operate Moble Phone
Language:

03
Instruction
Guidelines to followed at Underground Tank Area
To be fixed on a pump island. This
is instruction to be provided to
attendant/customer.
Size: A3
Visibility:
Should be visible to attendant and
customer near pump island.
Language:

Instruction
Guidelines to be followed at Meter room/
Electrical switch / Panel room Location of the signage:
To be fixed on all electrical panels.
This instruction is to be proveded to
authorized electrician.
Size: A3
Visibility:
Should be visible to authorized
electrician.
Language:

03
Instruction

To be fixed on all electrical panels.
Size: A3
Visibility:
Should be visible near all electrical
panels.
Language:
Greenery at RO
Height of the plantation

alongside boundary wall should
be restricted up to the height of
boundary wall or fencing
In D-Area and the Approach

area, height of the plants
should not be more than 2 ft
No flowerpot should be kept

near DU island as it obstruct
movement of operating
personnel/ vehicles
Above plants help to filter out common volatile Organic

Compound (VOC) and can be used for landscaping in retail outlet

03
Typical Pipeline layout
Day 1 / future facility- additional tank
Day 1 / future facility – common decantation

point including future tank
Availability of product line / connection from

all the tank including future tank
Typical Pipeline layout is prepared

considering day 1 facilities and availability of
all product in all the island even if it is not
planned in day 0.
It will eliminate driveway excavation for

provision of additional tank or introduction
of branded fuel in future
Polycrete Pump Island (typical design)
Finish / final height

of the Pump Island
should not be
more that 150 m

03
Standard Urban Layout (40 m X 40 m)

03

03
RO Facilities check list
* Please refer LOI Documents
FACILTIES TO BE PROVIDED *
Sr.
Type of Facility
no Urban Highway Rural Core
NonMetro Standard Agri
1 Tank
2 Dispensing Pump
3 Pump island
4 Canopy
5 Driveway & Entry/Exit Approaches
6 Sales Building / Porta cabin
7 Toilets - Gents
8 Toilets- Ladies/Differently Abled
9 Boundary Wall / Chain Link fencing
10 Main Signage (Monolith Unipole)
11 Hoarding
12 llumination
13 Air Facility (Compressor & Digital Air Gauge)
14 Purified Drinking Water Facility
15 Electrical Panel & Panel Room
16 ITPS Point of Sale Terminal
17 Inverter with battery bank
18 Standard DG Set with acoustic enclosure
19 First aid Kit
20 Dustbin ( Steel Dustbin, Wet & Dry Dustbin)
21 Lube Display
22 CCTV
23 Display Board
24 Product/Facility / Directional signage
25 Secured Parking facility with CCTV
26 High mast Signage
27 Solarisation

CHAPTER Commissioning
04
What are the things which are required for enrolling
in Indian Oil at the time of commissioning?
To be enrolled into the corporation, the dealer has to-
1 Sign the dealership agreement on the appropriate value of

stamp paper and photographs. Value vary from state to state.
2 Open vendor account in SAP and if he is also the landlord then

a group code is to be created. For enrollment, following are
required from the dealer on his letterhead:
a) Cancelled cheque
b) Copy of Pan card of the dealer
c) Duly filled vendor form in RO/KSKs letter head.
If he is the land lord, then duly filled form to be given in blank
page only with both the above documents.
3 Request for registration of the mobile number ( 2 numbers) in

his letter head.
4 Provide an affidavit for the authorize signatory in his absence.

(The same to be submitted quarterly)
5 Handing over of dealer kit like

a) One copy of dealership agreement signed from
corporation and dealer
b) Daily stock register
c) MDG book
d) Density register
e) Complaint/ suggestion book
f) Unique plastic seals
g) Sample containers as per norms
h) Safety guidelines book
i) Target letter

04
What are the major documents required to be kept by
the dealer?
Documents which are to be kept are:

1 Dealership Documents
2 Government Documents
3 Annual certificates
4 Mandatory documents
Dealership Documents:
01 LOI
02 LOA
03 Dealership Agreement
04 Partnership deed
05 Lease agreement ( If applicable)
06 Xtrapower/Xtra Reward Agreement
07 Complain and Suggestion Book
08 Latest MDG book
Government Documents:
01 Conversion certificate
02 NOC from district Magistrate
03 Approved Layout from District Magistrate
04 PWD agreement copy
05 NHAI Final completion certificate and agreement copy(If applicable)
06 PESO LICENCE
07 DSO LICENCE
08 FIRE LICENCE (If applicable)
09 PUC license (If applicable)
10 NOC from panchayats
11 NOC from municipal authorities (State specific)

04
Annual Certificates:
01 Calibration certificate of the dispensing units
02 Calibration certificate of the density kit
( Hydrometer, thermometer)
03 Calibration certificate of DAG
04 Earthing Certificates
05 Electrical audit file
06 Compliance of safety/electrical audit inspection
Record keeping:
01 Daily Stock Register
02 Density Register
03 Invoice file
04 Inspection file (esl5, E safety, esba,QRC, etc.)
05 Preventive Maintenance report file
06 Online work permit file
07 Employee register file
08 Lube/ other additive Invoice file
09 Quarterly/Annually Safety Certificates of Fire Extinguishers
10 Toilet protocol sheet
11 Balance sheet
12 Cash memo of Last 5 years
13 Subsidy claim register
14 Company correspondence register
15 Customer Database with ABC analysis
How many types of Dealership are available?
There are three types of Dealership in operation
1 A site i.e – Company Owned Dealer operated

2 B site: - Dealer owned Dealer operated
3 COCO: Company owned Company Operated
Note: Majorly, there are two types of Dealership available- A site and B site.

04
RO Development
Safety Distances:
Are there any distance related norms to be

followed while developing a RO?
Minimum Safety Distances should be used for: There are certain

distance norms
Tanks: 1.5 m from the boundary.
that are set for
Fill Points: 3 m from any structure.
Vent Pipe: 4 m above ground (1.5 m above canopy). the various aspects
Hose Length: Less than 4 m. in an RO.
Electrical Peripheral Device: 1.2 m above DU base level.
Decantation Hose: Less than 5.5 m.
Canopy Height: More than 300 mm clearance above the max.
Permissible vehicle height.

04
RO Development
Development of Retail Outlet:
Engineering Works at RO:
1 Installation of Electrical Equipment & Lightings in

yard require:
Cables to be laid through Hume Pipes/HDPE Pipe, Engineering Works at RO
requires installation or
trenches or with brick protection.
construction of:
Suitable loops to be provided at both ends.
1. UG Tanks
MCB’s of suitable capacities should be provided
2. Pipelines & DU
(Normally 32A MCB’s).
3. Electrical Equipment &
Cables of specified make to be used and invoices should Lightings in yard
be asked. 4. Earthing Pits
Internal connection in the yard light poles to be done as 5. Drive-ways or apprach
per drawing. roads
Double compression glands and proper termination and 6. Building Arear
grounding should be checked in all DU’s to achieve FLP 7. Canopy
connection. 8. RVI Works
Electrical panel to be properly installed, sufficient space for
maintenance activities to be provided. Proper glanding and
termination to be checked in Electrical Panel.
Rubber Mat (11 KVA Tested) should be provided in Panel Room.
2 Installation of Earth Pit require:

Earthing Pits excavation min 3.5 M or up to level of moist soil.
Check for diameter, length and type of earth electrode.
Proper connection of GI strip with earth electrode.
Earthing Pits to be connected to the earthing grid so as to
form a circuit i.e., no independent pits for individual items
(unless specifically required).
Minimum distance between Earth Pits to be maintained.
Ensure use of salt & charcoal in construction of earth pits.
Dealer’s to be guided about regular filling of the earth pipes
with water.
Electrical Load should be assessed.
The individual earth pit resistance should not be more than
4 ohms.
Earthing grid resistance (Should be less than 1 ohm).

04
RO Development
Earthing Pits

04
RO Development
Earthing Pits

04
RO Development
Engineering Works at RO:
A Construction of Drive Way and Approach Road requires:

Construct bench mark for FDL at site.
Earth Filling Should be in layers of 6” to 8” and each layer
should be compacted with 0.5 Ton roller.
Wherever depth increase 1.5M vibratory power roller
should be used.
Sub grade to be prepared in proper slope.
Soil Compaction tests should be done before GSB/WMM.
WMM of 250 mm thick.
B Construction of building requires:

Proper shuttering and reinforcement.
RCC should be started subject to availability of vibrator and
RCC test Cubes.
For sewerage works, the slopes and pipe jointing should be proper
Proper roof treatment used to avoid seepages.
For light wiring, 1.5 sq.m., for power wiring 2.5 Sq.m. and for AC
4.0 Sq.m. copper wires to be used.
C Fabrication and installation of Canopy requires: Engineering Works at RO

No fabrication work to be done at site as pre-fabricated canopy requires installation or
to be used. construction of:
Painting and materials as per standards and specifications. 1. UG Tanks
Check thickness of GI sheet and quality of waterproofing at roof. 2. Pipelines & DU
Ensure proper earthing & drainage of the structure.
3. Electrical Equipment &
Light fittings (IP ratings) to be fixed as per lighting layout.
Ask for structural stability certificate from the consultant. Lightings in yard
4. Earthing Pits
D RVI Works require: 5. Drive-ways or apprach
roads
Material should be inspected before erection.
6. Sales Building
Test Certificates against the material being used should be
7. Canopy
in records.
Column Cladding not required for fully covered columns. 8. RVI Works
The electrical enclosure for lettering work should be air tight.
SS screws should be used instead of GI Screws.
As far as possible, 4M long ACM pieces should be used.
GI Gap sheets should be properly fastened.
Monoliths- No light should come out through joints.

04
RO Development
RO Painting
STANDARD OPERATION PROCEDURE FOR RETAIL OUTLET PAINTING
Repair of existing painted surface by Brick work & plaster.
Rubbing plaster surface by wire brash and emery (rough) paper.
Apply Plaster of Paris Putty (In Building or any patch area) if require(2mm)
Apply one or more coat primer over plaster surface.
Apply Deluxe Multi Surface Paint ( Off- White) two or more coat (Building & Boundary )
Apply acrylic emulsion paint( Blue) two or more coat (Inside Boundary Bottom 500mm)
Apply synthetic enamel paint (Alternate Orange & Blue Band of 300mm width) two or more
coat (Kerv wall, Green Belt, D-Area) in Driveway Side only & White in Inside.
Indian Oil Lettering on Building Facia (3.5M length after 0.75m from left side), Orange Base
only with White lettering.
Building facia 75mm (Blue on top Side ) : 475mm (Orange on Bottom), synthetic enamel
paint.(Total 550mm)
Apply synthetic enamel paint (White) on Canopy column, Light Pole, Hoarding Structure
Apply synthetic enamel paint alternate Orange & Blue @300.00mm on D-Wall & Kerb wall.
Make of Paint & Primer : Asian Paints, Nerolac, Berger, ICI, Jenson & Nicholson, Bombay
Paints & Shalimar

04
RO Development
Boundary Wall
The height of boundary wall should be 1.2 mtr. from the driveway level.
Construction layout of a typical boundary wall is shown above.

04
RO Development
Look & Feel:
What are the ‘Must Have’ facilities at RO’s?
All ROs should have the ‘Must Have’ Facilities:

Canopy
Driveway
DUs as per Policy
Monolith / Unipole (For KSK- KSK Signage)
High Mast Signage (As per RVI policy)
RVI
Automation
Greenery:
Water cooler & Water Purifier
Standard Electric Panel
Air Facility

CHAPTER Know Your Product
05
Products
What are the products we are majorly dealing with?
Motor Sprit (MS)

Key Fuel Specifications:
Sr. No. Parameter Unit BS IV BS VI
1 Density @ 15°C Kg/m3, 720-775 720-775
2 Sulphur ppm max 50.0 10.0
3 RON Min. 91.0 91.0
4 MON Min. 81.0 81.0
5 Benzene % vol. max 1.0 1.0
6 Aromatics % vol. max 35.0 35.0
7 Olefin % vol. max 21.0 21.0
8 Lead g / l max 0.005 0.005
9 Oxygen Content % by mass 3.7 3.7
High Speed Diesel(HSD)

Key Fuel Specifications:
Sr. No. Parameter Unit BS IV BS VI
1 Density @ 15°C Kg/m3, 815-845 (Min limit was
820 Earlier) 810-845
2 Sulphur ppm max 50.0 10.0
3 Cetane No. Min. 51.0 51.0
4 Distillation: °C max 360.0 360.0
95%v/v recov. at
5 PAH % by mass. max 8.0 ( Earlier 11.0) 8.0
6 Viscosity @ 40°C cst 2.0-4.5 2.0-4.5
7 FAME Content %v/v Max 7.0* 7.0

05
Premium Fuels
Branded Petrol
WHAT IS THE BENEFIT OF HIGH OCTANE?
“XP100 for Luxury Cars/Bikes “XP95 for all passenger vehicles

Having Engine Compression ratio 12:1 ( 2W/4W) except luxury segment
High Octane Fuel’s prevent

PREMATURE FUEL IGNITION
Premature ignition causes KNOCKING
High performance,
High compression Engines
Knocking can damage car engines
Unit Of Measurement ‘RON’ Research Octane Numbers Higher the RON . Better the fuel .

05
Premium Fuels
Importance of High-Octane Fuel
Normal Combustion Premature Combustion

High octane fuel’s prevent PREMATURE FUEL IGNITION
Normal Knocking
XP 95 & XP100 – High Octane rated Petrol Products

05
Premium Fuels
XP95
Fuel economy Certified at iCAT, 2.2% additional fuel

Manesar (third party) economy obtained
XP95
Excellent Corrosion
Reduced Acceleration Time Better Engine Performance
Protection Rating of ‘A’
BS6 Passenger Car: 11.61% to 20.15%
BS4 Passenger Car: 11.41% to 18.52%

05
Premium Fuels
Branding & Service
BRANDING
PROMINENT BRANDING AT STRIKING RED & GOLD
THE FORECOURT COLOURS
SERVICE
Differentiated care for the car Differentiated care for the car Differentiated uniform for CAs
Side Window Cleaning Vacuum Cleaning Polite Well Groomed

Attendants COVID-19 process
XP95 & XP100 – Benefits

Before After
Carbon deposits affects
Fuel-port injectors the smooth functioning
of a vehicle
Intake valves It removes Existing

deposits
Combustion chamber Prevents formation

of new ones

05
Premium Fuels
Why XP100/XP95 is better a choice?
Normal Petrol Parameter XP100/XP95

Gives better mileage &
No savings Fuel Savings fuel savings
No contribution Engine health Keeps engine clean & safe
Clean engine result in better

acceleration & energy delivery which
No contribution Performance leads to better vehicle experience
XP100 Sales Pitch
Sir, Indian Oil has created a special high octane

fuel to improve the performance for your
beautiful vehicle.
Your car will run smoother & acceleration will

improve.
It reduces engine vibration & cuts preignition.

It will protect your engine
Its environment friendly and cuts fuel emission.
You do not need to add separate additives .

It comes to you directly from our refinery &
is fully blended.
This fuel is available at select IOCL Retail Outlets.

05
Premium Fuels
XP95 Sales Pitch
“
Greetings,
Let me introduce you to new XP95 XTRAPREMIUM

which makes your ride smoother and pleasant.
Indian Oil XP95 gives improved speed, better mileage

and less wear and tear.
Experience the difference by filling XP95.
“
XP95 Sales Pitch
Features Benefits
Act as dispersant - removes Environment friendly
existing deposits & prevents
formation of new deposits Improved Pick up
Reduces friction between cylinder Better Engine Life-lower mainte-

walls and piston nance cost
Works as Corrosion Inhibitor

05
Premium Fuels
Key Points
Hydrogen-based economy
Sustains the changeover
Environmental-friendly
fuel alternatives
Cleaner & greener future

05
Premium Fuels
Benefits of XTRAGREEN
Lower noise
Lower noise
Carbon emission by 5.29%

Oxides of nitrogen by 4.99 %
130gms of CO2 per liter of Diesel
Why XTRAGREEN is a better choice?
Normal Petrol Parameter XTRAGREEN
No savings Fuel savings 5-6% of fuel savings
51 Cetane Cetane number Greater than 55 cetane
2.68 Kg of CO2 per liter CO2 emission 130 gms of CO2 per liter

05
Premium Fuels
Why XTRAGREEN is a better choice?
Before After
Diesel with less cetane number After using XTRAGREEN diesel
Features and Benefits
Less smoke &

Shorter ignition time Easy starting Removes deposit
less noise
Sales pitch
Some ways to sell premium fuels

PREMIUM fuels are the true partner of your vehicle
Sir, do you prefer XTRAPREMIUM which gives better mileage and

keeps the engine fit
Sir, by using XTRAPREMIUM, your vehicle gives improved pickup,

mileage and smoother drive.
You can lower the maintenance cost of your vehicle by using

XTRAPREMIUM.
We have a premium product which keeps the engine clean, reduces

harmful emissions also offers fuel saving.

05
Premium Fuels
Simplified Branded Fuel SOPs for CAs
Marshal should If the customer has opted

wear ponchos/ 01 06 for Branded Fuel then, he/
cap with she should be given priority
Branded branding in fuelling/payment
Ask the customer if Clean windshield for a four

he/she requires MS, 02 05
wheeler and area around
Branded Fuel or HSD fuel tank for two wheeler
If customer has not opted

Guide customers to 03 04 for Branded Fuel, then CA
the required islands should again ask if he/she
would like to have a better fuel
Branded Fuels SOPs for Dealers
DU most conveniently
located should be put
Dealer should meet branded fuel on branded fuel
customers. They are the best Dealer must ensure Marshal
messengers for branded fuels. wears paunches/cap with
Acts as recognition of Branded Branded Fuel branding
fuels customer.
Dealer to ensure proper publicity Best staff should be placed for

and proper branding of Branded Branded Fuel Dispensing Units
Fuel is maintained.
Windshield to bee cleaned for a

Four Wheeler and Area around fuel Dealer to promote incentive
tank for Two Wheeler. In Premium schemes to his customer
Care ROs – If Windshield cleaning attendants. (FO to share details
is already being done, giveaways with dealers)
decided by Divisional office in Customers opting for XP to be
coordination with dealers to be given priority in fueling/ payment.
given to consumers One side of DU to be kept for
Branded fuels.

05
Lubricants
Automotive
Specialty Industrial
SERVO Lubricants – Grades & Applications
Grade Servo Product Name Application
Servo Super MG 20W-40/

Petrol and diesel vehicles
Multigrade
Multigrade 20W-40
Servo 4T (20W-40)
Servo 4T Zoom (20W-40) 4 stroke bikes & scooters
Servo 4T Synth (10W-30)
4T Engine Oil

05
Lubricants
Servo 2T Zoom 2 stroke bikes & mopeds
2T Engine Oil
Servo Premium CF4 15W-

40/ Pride TC 15W
Servo Futura D
Diesel cars &
(15W – 40)
commercial vehicles
Servo Pride XL 15W-40
Servo Pride XL Plus
Diesel Engine Oil 15W-40
Servo Futura P (10W-30) Petrol cars and SUVs

Servo MGO (20W-40) Maruti cars
Servo Futura Synth (5W-50) Petrol cars and SUVs
Petrol Engine Oil
Servo Brake Fluid DOT3 For all types of vehicles
Brake Oil

05
Lubricants
For all types of vehicles

Servo Kool Plus (Concentrate)
Servo Kool Ready For all types of vehicles
(Ready to use)
Engine Coolant
Multipurpose Greases/
Servo Grease MP/ RR 3
Chassis/ Wheel Bearing
Greases
SERVO Lubricants – Right Display

05
Lubricants Base Additives
Oil
What is Lubricant
Lubricants are the substances capable of

reducing friction, heat, and wear when
introduced as a film between solid surfaces.
Lubricants are composed of Base oil & Additives
Composition –
Base Oil – 70 – 99.5 %
Additives – 0.5 – 30 %
Additives are used to elevate the desired and

suppress the undesired properties of Base Oil
Understanding Multigrade Oils
The viscosity of a lubricant decreases with

rise in temperature however this variation
can be controlled by mixing multiple grades
of lubricants
Most oils these days are Multi-grade (multi

viscosity) and will have two numbers on the
label separated by a ‘W’ (e.g., 5W-30).
The ‘W’ seen in an oil’s grade stands for

‘winter’ (e.g., 5W-30)

05
Lubricants
Major Segment Classification
Automotive
Lubricant
2-Wheeler 4-Wheeler Diesel Tractor Gear &

Segment (PCMO) Engine Oils Oils Speciality Oils
SERVO Lubricants for 4-Stroke 2-Wheelers
Product SERVO 4T SERVO 4T Zoom SERVO 4T 20W-50
Oil Type Mineral Mineral Mineral
Viscosity 20W-40 10W-30 20W-50
High Performance Four-Stroke Engine

Engine oil for 4-stroke
Product Feature engine oil for 4 stroke Oil for High Powered
2/3 wheelers.
2/3 wheelers Motorcycles
Specifications API SL / JASO MA2 API SL / JASO MA2 API SL / JASO MA2
Pack Size 900 ML/ 1 Ltr 900 ML 1 Ltr / 1.2 Ltr

05 Lubricants
Product SERVO 4T HD SERVO 4T Synth SERVO 4T Scootomatic
Oil Type Mineral Semi Synthetic Mineral
Superior performance
Four-Stroke Engine High Performance
engine oil developed with
Product Feature Oil for High Powered engine oil for 4-stroke
synthetic chemistry for 4
Motorcycles Gearless 2 Wheelers
stroke 2- wheelers
Specifications API SM / JASO MA2 API SN / JASO MA2 API SL / JASO MB
Pack Size 1 Ltr / 2.5 Ltr 1 Ltr 800 ML

For high-powered heavy-duty bikes,
IndianOil has developed SERVO 4T
HD. It is a 15W-50 oil with specifica-
tion of API SM and JASO MA2.
Servo 4T HD is recommended for
bikes from:
Royal Enfield like Bullet, Classic,
Thunderbird, Electra
Honda CBZ
Hero Karizma
Yamaha
KTM etc.
SERVO 4T HD
05 Lubricants
High quality mineral base stocks impart

inherently low temperature and pumpability
Superior Fuel Economy
Longer Drain Interval : Upto 6000 Km
Optimized wet-clutch performance
SERVO 4T XTRA
SERVO also collaborated with Honda Two Wheelers and developed Engine Oil for
Honda Bikes and Scooters and being marketed as SERVO-Honda Cobranded oils.
SERVO Honda SERVO Honda

ScootoNxt Product Josh
Mineral Oil Type Mineral
10W-30 Viscosity 10W-30

Engine oil
specially Engine oil
crafted for specially
4-stroke Product crafted for
Honda Feature 4-stroke
Gearless Honda
Scooters. Motorcycles.
API SL / API SL /
JASO MB Specifications JASO MA2
800 ML Pack Size 900 ML / 1 Ltr

05 Lubricants
SERVO also collaborated with TVS Two Wheelers

and developed Engine Oil for TVS Bikes and being
marketed as Tru4Kraft oils.
Product Tru4Kraft
Oil Type Semi-Synthetic
Viscosity 10W-30
Engine oil specially

Product crafted for 4-stroke
Feature
TVS Motorcycles.
Specifications API SL
Pack Size 900 ML / 1 Ltr
Product SERVO Futura G Plus SERVO Supermile SERVO Supermile Plus SERVO Futura Synth
Oil Type Synthetic Semi Synthetic Synthetic Synthetic
Viscosity 5W-30 10W-30 5W-30 0W-40
Engine oil for High Performance Engine oil for superior

Passenger Cars. engine oil Passenger performance in Cars. Fully synthetic engine
Product Feature Suitable for use in cars. Suitable for use Suitable for use in both oil recommended
both Petrol & Diesel in Diesel Cars/ SUVs/ Petrol & Diesel Cars, for high-performance
Cars, MUVs, SUVs. MUVs. MUVs, SUVs.. Petrol engines.
Specifications API SN/ ACEA A5/B5 API CI4+ API SN/ ACEA A5/B5 API SN
Pack Size 1 Ltr / 3.5 Ltr 1 Ltr/ 5 Ltr/ 7 Ltr 1 Ltr / 5 Ltr/ 7 Ltr 1 Ltr / 4 Ltr

05 Lubricants
SERVO Lubricants for Passenger Cars
Recommended for all petrol cars

requiring 0W-16 Engine oils.
Provides improved fuel economy of
over 4%.
Leads to reduced greenhouse gas
emissions
Protect the engine from the LSPI
(Low-Speed Pre-Ignition) phenomena
Meets SAE 0W-16, API SP/RC & ILSAC
GF-6B specification.
Fuel economy of 4%
Available size: 1 Ltr, 3.5 Ltr cans and
SERVO Futura NXT 0W-16 210 Ltr Barrels
Maruti Genuine Oils from SERVO
Product MGO 20W-40 MGO 5W-30 ECSTAR 0W-20 MGDO 15W-40

Engine Oil Engine Oil Engine Oil Engine Oil
Application developed for developed for developed for developed for
Petrol Engines. Petrol Engines. Petrol Engines. Diesel Engines.
Viscosity 20W-40 5W-30 0W-20 15W-40

1 Ltr/ 3.5 Ltr/ 1 Ltr/ 3.5 Ltr/ 1 Ltr / 3.5 Ltr/ 5 Ltr/
Pack Size 1 Ltr/ 3 Ltr/ 210 Ltr
210 Ltr 210 Ltr 210 Ltr

05 Lubricants
Maruti Genuine Oils from SERVO
Product ECSTAR 5W-30 MGGO 80W-90 SERVO Futura Synth
Engine Oil Fully synthetic engine

Application developed for Gear Oil oil recommended for
Diesel Engines. Petrol engines.

1 Ltr / 3.5 Ltr/
Pack Size 2.1 Ltr / 210 Ltr 1 Ltr / 4 Ltr
210 Ltr
Hyundai- SERVO Co-Branded Oils

05 Lubricants
SERVO Lubricants for Diesel Engines
SERVO SERVO SERVO Pride SERVO Pride SERVO Pride

Product
Premium CF4 Pride TC XL Plus NXT CK4 ALT Plus
Oil Type Mineral Mineral Mineral Mineral Mineral
15W-40/
Viscosity 15W-40 15W-40 15W-40 15W-40
10W-30/ 10W-40
Premium
High
commercial
Commercial performance
Commercial Diesel Engine
multipurpose diesel engine oil
multipurpose Oil developed Diesel Engine
Diesel engine designed for the
Diesel Engine for long drain Oil specially
oil designed for superior
Oil. Designed for intervals and fuel designed for
the high-quality performance in
most severe economy new generation
performance new generation
Product performance benefits. These commercial
requirements of commercial
Feature requirements are formulated vehicles of
highly rated turbo vehicles.
of modern high with superior Ashok Leyland.
charged diesel Approved by
rated diesel quality semi- It has drain
engines. It has TATA Cummins.
engines. It has synthetic base Interval upto
drain Interval It has drain
drain Interval stocks. It has 80,000 KM.
upto 36,000 KM. Interval upto
upto 18,000 KM. drain Interval
60,000 KM.
upto 1,00,000
KM.
Specifications API CF4 CH4 API CI4+ API CK4 API CI4+
1 Ltr/ 3 Ltr/ 5 Ltr/
1 Ltr/ 3 Ltr/ 5 Ltr/ 1 Ltr/ 5 Ltr/ 7.5
7.5 Ltr/ 10 Ltrs/ 1 Ltr/ 3 Ltr/ 5 Ltr/
Pack Size 7.5 Ltr/ 10 Ltrs/ Ltr/ 10 Ltrs/ 15 1 Ltr/ 10 Ltr/ 11
15 Ltr/ 20 Ltr/ 26 7.5 Ltr/ 10 Ltrs/
15 Ltr/ 20 Ltr/ 50 Ltr/ 20 Ltr/ 210 Ltr/ 15 Ltr
Ltr/ 50 Ltr/ 210 15 Ltr/ 20 Ltr
Ltr/ 210 Ltr Ltr
Ltr

05 Lubricants
SERVO Lubricants for Farm Equipment
Product SERVO Tractor Oil SERVO Tractor Oil SERVO OIB Oil
Plus
Viscosity 20W-40 15W-40
It is a Universal
Multigrade Tractor Tractor
Multigrade Universal Engine Oil Transmission Oil
Tractor Oil specifically (UTTO) / Wet Brake
specifically formulated to meet Oil developed to
formulated to meet all the stringent meet the diverse
all the lubrication lubrication performance
Product requirements of requirements of requirements of farm
tractors. It is latest generation tractors such as the
Feature
recommended for tractor engines. It is controlled friction
the engine, recommended for requirements of
combined the engine PTO clutch and wet
lubrication of brakes, suppression
transmission, gear
all makes of latest of wet brake noise,
box and hydraulic generation tractors.
system of all makes and maximum
It is API CI4+ durability of the
of tractors. approved oil with transmission,
drain interval upto differential and
400 Hrs. final drive.
Pack Size 7.5 Ltr 7.5 Ltr 1 Ltr/ 5 Ltr/ 20 Ltr
SERVO Super SERVO Pumpset SERVO Tiller

Product oil 20W-40 Super 20W-40
Pump Set SO 40
Viscosity SAE 40 20W-40 20W-40
Recommended for Multigrade oil It is

slow, medium designed for the recommended for
and high-speed lubrication of Agricultural Power
stationary diesel bearings and Tillers, Naturally
engines equipped cylinders of diesel aspirated diesel
Product on agricultural pump engines. engines operating
Feature sets operating on Recommended for under severe
Diesel or LDO. slow, medium and conditions,
high-speed Supercharged diesel
stationary diesel engines, Vehicles
engines equipped encountering
on agricultural pump continuous
sets operating on start-stop operation.
Diesel or LDO.
Pack Size 3.5 Ltr 3.5 Ltr 1 Ltr / 3 Ltr / 3.5 Ltr

05 Lubricants
SERVO Gear & Specialty Lubricants
SERVO Gear SERVO Gear SERVO Gear SERVO Gear

Product
HP 90 Super 80W-90 HP 140 Super 85W-140
Monograde Multigrade Monograde Multigrade
Gear oil with Gear oil with Differential Differential
SERVO Application specification specification oil with oil with
of API GL4. of API GL5. specification specification
Lubricants of API GL4. of API GL5.
for Gear Drive
Viscosity SAE 90 80W-90 SAE 140 85W-140
1 Ltr/ 5 Ltr/ 20 1 Ltr/ 5 Ltr/ 20 1 Ltr/ 5 Ltr/ 20 1 Ltr / 5 Ltr/ 20
Pack Size Ltr/ 26 Ltr/ 50 Ltr/ 210 Ltr Ltr/ 210 Ltr Ltr/ 210 Ltr
Ltr/ 210 Ltr
SERVO SERVO Kool SERVO Kool SERVO Brake

Product
Transfluid A Plus Ready Fluid DOT 4
Specially Superior High Brake Oil with Other
crafted performance performance specification
transmission concentrated ready mix DOT 4. Specialties
Application
oil automotive coolant. To be coolant. Can be product
vehicles. used in a ratio used directly in
of 30:70. vehicles.
Pack Size SAE 90 80W-90 SAE 140 85W-140
SERVO Green Lubricants
Name Segment Description Application Performance

Standard
Servo 4T Green Servo 4T Green is Servo 4T Green

is ecofriendly recommended for meets the
high new generation 4 performance
2-Wheeler performance stroke motorcycles, requirement of
engine oil for scooters and auto API SL / JASO MA
4 stroke 2/3 rickshaws running 2 in SAE 20W-40
wheelers. on petrol viscometrics
Servo 4T Green

05 Lubricants
SERVO Green Lubricants
Name Segment Description Application Performance

Standard
4-Wheeler- Servo Servo Greenmile Servo Greenmile
(Passenger Car Greenmile 5W-30 5W-30 is 5W-30 meets the
Motors Oils) is eco-friendly recommended as a performance
premium generic Passenger requirement of
engine oil for Car Motor Oil for new API SN
new generation generation petrol
petrol cars and cards and SUVs.
SUVs.
Servo Greenmile
5W-30
Diesel Engine Oil Servo Servo Raftaar 15W-40 Servo Raftaar
Raftaar 15W-40 is BS VI compliant oil 15W-40 meets the
is eco-friendly recommended for requirements of API
premium diesel passenger diesel cars CK-4 performance
engine oil for all and SUVs as well as level
types of diesel commercial diesel
vehicles. vehicles operating
on on-highway and
off-highway
Servo Raftaar 15W-40 equipment.
Farm Equipment Servo Servo Tractor Green is Servo Tractor Green
Tractor Green recommended for the meets the
is eco-friendly engine lubrication of requirements of
premium all makes of tractors. API CI-4 Plus
multigrade Suitable for tractors performance
Tractor engine TREM III engines as levels in 15W-40
oil specifically well as upcoming viscometrics
formulated to TREM IV regulations
meet engine (tractors without SCR)
lubrication
requirements of
Servo Tractor Green tractors.

05 Lubricants
How RO is benefited from QLOC installation
For 5 Oil changes per Day

MRP of 0.9 Ltr Servo 4T Rs. 330/-
Landing price for RO Dealer Rs. 223/-
Margin/Profit per can Rs. 107/-
Total Oil changes per month
125 Nos.
(considering 25 Days)
Total Available Margin Rs. 13375/-
Revenue from Used Oil
Rs. 2812/-
(considering Rs. 25/- per Ltr)
Total available margin Rs. 16187/-
Salary for QLOC operator/
Rs. 10000/-
SERVO Dost
Net Profit to RO Dealer
Rs. 10000/-
per month
Net Profit to Dealer (Yearly) - Rs. 74,244/-
Earning potential of minimum Rs.6187/- per month with only 5 oil changes per day
NOTE Rates are indicative and for understanding purpose
SERVO XPRESS Mobile Application
Cloud server based System generated SMS

mobile app for end customers
Real time data Option of reminder

available to users SMS for service
Multiple user can It helps in maintaining

login for single RO a database of customer

05 Lubricants
SERVO XPRESS Mobile Application
Data Entry screen

Login
Login Screen
Screen
for a Two Wheeler
Various Lubricants
Home Screen
from drop down
Other Features
Login Screen
Message to customer
available in APP
Day Wise Reports

available in APP

05
Multi Functional Fuel Additives
ADON P, ADON D & ADON D Super:FEATURES & ADVANTAGES
ADON Grade Features & Advantages
ADON P for Petrol Cleans Inlet Valves and Fuel Injectors

Vehicles Additive with Friction Modifier to reduce friction losses
Reduces emissions of Carbon Monoxide (CO), Unburnt Hydrocarbons (HC)
Improved Fuel Economy
ADON D for Diesel Cleans Fuel Injectors - Better drivability

Vehicles Reduces Flow Area Loss and Power Loss - More Power & Better Pick Up
Drastic Reduction in Particulate Matter (PM) Emissions
Improved Fuel Economy
ADON D Super for Superior to any previous generation additive

Diesel Vehicles Adon D package with Friction Modifier & Cetane improver
Ensures Complete Combustion & Minimum 6% Fuel Economy
PACKING SIZES AND DOSAGE – ADON P PACKING SIZES AND DOSAGE –

ADON D Super
DOSAGE
1ML IN 1 LITRE PETROL
DOSAGE
PACKING
1ML IN 1 LITRE DIESEL ( 1000 ppm )
5 ML POUCH 2.5 LITS CARTON
DOSAGE
5 ML POUCH with 2.5 ml partition in
2.5 LITS CARTON 100 ML Bottle 2.0 LITRES CARTON
20 ML BOTTLE 2.0 LITS CARTON 250 ML Bottle 2.0 LITRES CARTON
100 ML BOTTLE 2.0 LITS CARTON 1 Litre BOTTLE 9.0 LITRES CARTON
PACKING SIZES AND DOSAGE – ADON D

DOSAGE
1ML IN 2.5 LITRES DIESEL (400 ppm)
PACKING
10 ML POUCH 3.0 LITRES CARTON
100 ML BOTTLE 6.0 LITRES CARTON

05
IOC ClearBlue (DEF) by Indian Oil:
DEF is now one of the most mandatory requirement for Heavy Vehicles. Keeping the
adequate stock at the Retail Outlets will definitely help in increasing the footfalls at Retail
Outlets.
Few suggestions on Storage and Handling of IOC ClearBlue (DEF) at Retail Outlets are as
under:
• Buckets of D E F to be kept either in a shed or in a place where temperature is
preferably around 30 to 35 degree Celsius.
Buckets are either to be stacked in a shelf or to be stacked up to a height not

more than three buckets.
Buckets are to be kept in such a manner that no dust particles can ingress it.
buckets are to be kept clean.
DO’s and Don’ts for Usage of IOC ClearBlue (DEF)
Do’s Don’ts
Store at a place with adequate Don’t add DEF in Diesel tank.
temperature.
Proper stacking of buckets. Don’t use DEF with dust impurities
floating on it.
Fill properly. Avoid overspilling. Don’t Overspill DEF. Overspill DEF to
be cleaned immediately.
Avoid dust impurities while filling Dont expose DEF to direct sunlight or
DEF in the vehicle. to high temperature.
Don’t store DEF in any container
Fill DEF in designated tank. of iron, copper, zinc, aluminum
or magnesium.

05 DEF

05
CBG & CNG
CGD, CNG Station & CNG (Definition)-PNGRB Act 2006
CGD
Interconnected network of gas pipelines and the associated equipment used for transporting natural
gas from a bulk supply high pressure transmission main to the medium pressure distribution grid and
subsequently to the service pipes supplying natural gas to domestic, industrial or commercial
premises and CNG stations situated in a specified geographical area.
CNG Station
Filling station where one or more dispensing units are provided for sale of compressed natural gas.
CNG
Natural gas used as fuel for vehicles, typically compressed to the pressure ranging from 200 - 250
bars in the gaseous state.
CNG is the most profitable segment of CGD.
Share of CNG in business of CGD entities : IGL (75%) , MGL (77%) & GGL (98%).
CBG
Waste / Bio-mass sources like agricultural residue, cattle dung, sugarcane press mud, municipal
solid waste and sewage treatment plant waste, etc. produce bio-gas through the process of anaerobic
decomposition. The bio-gas is purified to remove hydrogen sulphide (H2S), carbon dioxide (CO2), water
vapour and compressed as Compressed Bio Gas (CBG), which has methane (CH4) content of more than
90%. CBG has calorific value and other properties similar to CNG and hence can be utilized as green
renewable automotive fuel. Thus it can replace CNG in automotive, industrial and commercial areas,
given the abundance biomass availability within the country.
Properties of CNG & CBG

S. No. CNG specifications as per IS:15958 - 2012 Biogas (Biomethane) specifications as per IS:16087-
2016
i) Wobbe index MJ/ m3, Max 48.8-51.0
ii) Water content mg/m3 , Max 5.0 Moisture mg/m3 , Max 5
iii) Hydrocarbons (volume percent of total organic carbon present)
Methane (CH4)
a) Min 90.0 CH4 Percent, Min 90
b)
Ethane Max 6.0
c)
C3 and higher HC Max 3.0
d)
C6 and higher HC Max 0.5
e)
Total unsaturated HC Max 0.5
iv) Corrosive components:
a) Total sulphur mg/m3 , Max 20.0 H2 S mg/m3 , Max 20
b) Oxygen volume percent, Max 0.5 O2 Percent(v/v), Max 0.5
v) Carbon dioxide and nitrogen volume percent, Max 3.5 CO2 Percent(v/v), Max 4
CO2 + N2 + O2 Percent(v/v), Max 10
vi) Other species (mole percent):
a) Hydrogen Max 0.1
b) Carbon monoxide Max 0.1
vii) Methane number Min 90.0

CHAPTER RO Operation
06
Operating Procedures: (As per OISD-225 & PNGRB)
1 General:
(i) Operating personnel shall possess adequate knowledge and experience of handling
MS or HSD to ensure safe and efficient functioning.
(ii) Dos and don’ts in consonance shall be prominently displayed;
(iii) Action in the event of emergency shall be clearly established, understood and displayed
prominently; and
(iv) The following are the critical activities, namely: -
(a) Decantation;
(b) Management of the forecourt or fueling area; and
(c) Sampling.
2 Decantation of Tank Lorries:

On receipt of tank lorry from the supply point, dealer or his authorized representatives shall check
the supply point documents with respect to seal numbers, number of compartments and quantity
or product contained therein and the unloading operations shall be done in presence of the
authorised personnel of retail outlet and tank truck crew and the following precaution shall be
followed up, namely: -
(i) During unloading of the product from the tank truck to the bulk storage vessels, the tank
truck shall be parked in the identified space;
(ii) Dispensing fuel to motor vehicles, shall be suspended during the period of unloading of fuel,
from tank truck to the storage tanks;
(iii) Operations shall be suspended during the period of evacuation of product from storage tank
for maintenance and testing;
(iv) MS or HSD shall not be filled in the fuel tank while the engine of the vehicle is running; and
(v) The operating procedures shall be displayed for the unloading of tank truck.
The safety checklist for tank lorry decantation should be as per Annexure VII.
3 Forecourt Management
(i) Guide the vehicle to the position at the designated area of the retail outlet facing the
direction of exit.
(ii) Do not leave the vehicle unattended during refueling operation.
(iii) Ensure that sources of ignition, such as pilot lights, electrical ignition devices, electrical
appliances/ gadgets, and engines located on the vehicle being refueled are turned off
before dispensing of fuel to a vehicle.

06
iv. Delivery Sales Person must show zero setting to the motorist before commencing delivery.
v. Deliver product to customer as required .
vi. After completion of delivery, remove nozzle and place it on the Pump boot.
vii. Position the next vehicle and repeat all steps as above.
viii. At the end of the day’s work, ensure that valves are closed, hoses are properly stowed
and electrical equipment is switched off.
ix. Always guide all vehicles entering into the retail outlets to designated area for refueling.
x. Important operational activities shall be logged and records of such activities highlighting receipt,
inventory, level, pressure, temperature, equipment running etc shall be maintained.
xi. A two-wheeler shall be re-fueled only after the Riders have dismounted.
4 Handling of Fuel Samples:

(i) The samples shall be taken in approved containers;
(ii) The samples shall be stored safely in the designated area which is not used for any other activity;
(iii) For class A product, total storage in sample containers shall not exceed 30 litres; and
(iv) The samples shall not be poured back directly to the storage tank and the samples shall be
collected in a separate
5 Maintenance:
(i) A comprehensive maintenance system of all facilities shall be formulated for safe
operable condition;
(ii) Preventive maintenance schedules shall be drawn for all equipment, in accordance with
manufacturer’s recommendations, and established mandatory or recommendatory standards.
Records of all preventive maintenance undertaken shall be maintained;
(iii) Repairs involving non-routine maintenance work, shall be carried out after issuance of work
permit.
(iv) The work permit shall be issued by company authorized person or dealer or manager, at the
retail outlet, as per the class of activities detailed in succeeding clauses (v) and (vi);
(v) Work Permits issued by dealer or manager or company authorized person.The following activities
involving maintenance of operational area and office requires work permits to be issued by dealer
or manager or company authorized person to contractor or his authorized person, namely: -
Access to a building or canopy roof;
Access to a building canopy cavity;
Electrical switch board work;
Excavation including forecourts up to 1meter depth;
Forecourt surface repair;

06
Water removal from underground tank through hand pump;

Repair of electrical and electronic equipments inside hazardous area (operation of all
electrical and electronic instruments inside hazardous areas, unless certified intrinsically safe);
Promotional activities on forecourts;
Signage, including canopy signage or lighting works; and
Replacement or installation of dispensing Units;
(vi) Work Permits issued by company authorized personnel only:
The following activities involving maintenance of Operational area and office requires work
permits to be issued by company authorized person to contractor or his authorized person,
namely: -
Repair or rework or cleaning of the tanks and pipeline work;
Tank removal and decommissioning;
Non-routine maintenance or replacement or major electrical work within hazardous area;
Entry in oxygen deficient or inert gas area;
Pneumatic or hydrostatic pressure testing;
Cleaning of oil interceptor, oil or water separator and like other things;
Hot work including but not limited to welding or grinding or gas cutting;
Demolition and revamping (remodeling);
All activities capable of producing a spark inside a hazardous area;
Excavation including forecourts exceeding 1-meter depth;
Concrete cutting in the hazardous Zone; and
Setting up of temporary equipment including product recovery equipment e.g. compressor,
water or sand blasting equipment and like other things.
6 Emergency Plan & Procedure:

(i) A comprehensive ERDMP shall be developed in accordance to the Petroleum and Natural Gas
Regulatory Board (Codes of Practices for Emergency Response and Disaster Management Plan
(ERDMP)) Regulations, 2010 and the copies of the ERDMP shall be available to all concerned
personnel;
(ii) Provision of minimum 2 points for emergency shutdown shall be maintained;
(iii) The operating company having control shall draw an operational emergency plan incorporating
the following, namely: -
Major failure of fittings resulting in spillage;
Accidents or other emergencies;
Electrical Emergencies;

06
Civil emergencies; and

Any other risk arising from the existence or operation.
The above emergency plan shall be disseminated amongst all personnel involved to ensure that
they understand their roles and responsibilities;
(iv) The retail outlet in-charge shall maintain close liaison with Fire Service, Police and District
Authorities;
(v) Important telephone numbers for emergency use shall be displayed prominently;
(vi) Means of communication shall be always at the disposal of the In charge of the retail outlet;
(vii) Emergency action plan should be tested with mock drill at least once a year.
(viii) First aid kit shall contain items to handle possible emergencies as per Rules applicable to
factories in the concerned State for such purpose; and
(ix) Electrical shock treatment chart written in bilingual (English and local languages) and RO
attendants shall be given training on how to treat an electrocuted person before help from
a doctor is available.

CHAPTER Tank-Truck Decantation
07
Tank-Truck Unloading
Loading and unloading of petroleum products is a
hazardous operation .
Procedure:
Check the documents
Place the tank-truck on a level ground, put off engine,

isolate battery, operate battery ‘cut-off’ switch , apply
hand brake . Put wheel chokes under the wheels.
Put off engine
Allow 10-15 minutes for settling and dissipation of static
charge.
Place DCP fire extinguisher in front of the vehicle.

Isolate Battery
Cordon off the area . Ban entry of other vehicles.
Provide earthing connection. Bond tank-truck vehicle

manifold with underground tank. Attach flexible cable
with crocodile clips. Ensure clamp is placed on bare Check ground level
Apply hand brake for correct dip
clean metal surface at both ends.
Mobile phones
Precautions during decantation: should not be
operated
Petroleum must be decanted through a closed-coupled
electrically continuous Rubber hose with Camlock
Couplings. PVC hose not allowed. Manhole
dome cover
Naked lights / smoking is not allowed.
Check surroundings, the tank and the connections for Closed-coupled

sound hose With
unusual or dangerous situation. Camlock Couplings
Open manhole dome cover, cap of the dip pipe and

fill pipe of the tank-truck. Do not open the fusible vent
cover.
Bucket used to draw sample should be bonded and

connected to the tank-truck manifold.
Open the master/bottom valve as per unloading

sequence and monitor for leakage.

07
Decantation area
is demarcated
by providing Chain
Tank Inlet
Discharge
riser provided
with Camlock
Coupling
Bonding wire
Earthing Point is
provided near to
Fill Point & Bonding
wire is connected

07
Dip Pipe Hatch Dip pipe hatch of
U/G Tank opening
is kept closed to
avoid any vapor
accumulation
10 KG DCP Fire
extinguisher to be
kept handy
Engine is NOT
Battery Switch in “OFF” position
running .
Battery switch
is in “OFF”
position

07
Nylon Hose NOT to

be used during
Decantation
Rubber hose:
Continuity Wire
External continuity
wire & female
camlock coupling
Rubber Hose
TT must have
CCOE
approved
Spark
Arrestor
Spark Arrester

07
TT Driver, Khalasi & RO Supervisor Bonded Metallic Bucket used

present during Decantation while Drawing Samples
Tank-Truck Decantation steps in detail

Stock Receipt : Procedures
Steps Details Points to note
1 Bring tank dip equipment Operator should get spillage kit gloves, oil finding
to Discharge area paste and water finding paste to the Discharge area.
2 Ensure no ignition There should not be any mobile phones or any

within the area other sources of ignition within the tank dip area
3 Put on spill kit gloves

The operator and Supervisor should put on the
spillage kit gloves to protect their hands and skin
4 Master Valve opened Ensure that the master valve is in open position
5 Pull out the dip stick from the tank

Pull out dip stick Find the Dip Level mark on the dip stick that
corresponds with the Compartment capacity
Apply oil finding Paste onto the Dip Level
6 Apply the oil and fuel mark on the dip stick
water finding paste Apply water finding paste onto the bottom 1
cm on the dip stock

07
Stock Receipt : Procedures
Steps Details Points to note
7 Insert the dipstick

Insert the dip stick back into the tank slowly
until it reaches the base of the compartment
back into the tank
Let go of the dip stick
8 Pull out the dip stick

Check for the highest Ensure that the oil finding paste mark is wet
wet marking on the oil till the Dip Level indicating that compartment
finding paste & Check is filled till capacity
for water using the Verify the color of water finding paste. In
water finding paste case there is change of color indicating
presence of water, alert the supervisor
9 With hydrometer and thermometer, obtain

the density reading of the fuel sample
Obtain density reading Use the density table to convert the tank fuel
density reading to the equivalent of fuel
density at 15 degrees C
10 Record equivalent of fuel density from each

compartment at 15 degrees C in density register
Check variance between density of supplied
Check density variance product and observed density in density
table (at 15 degrees C)
If the variance between density of supplied product
and observed density and the compartment fuel
density ia above acceptable limits report to the person
in charge
11 Replace the safety cones/any equipment for

Replace equipment isolating,water finding paste, Gasoline
and wash hands Gauging Paste and the spillage kit gloves
After the tank dip, clean your hands with
soap and return to regular duty
Source: OISD 225

07
Tank Lorry Discharge Process – Check List (OISD 225 - Annexure -V)
Procedures
Steps Details Points to note Yes No

Before the tanker discharge, perform a tank dip procedure to find
out the balance of fuel in UGT.
Check current Perform tank dip only for the tanks containing the type of fuel to be
fuel balance in discharged. For example, if the tanker is to discharge Main grade ULP,
1
UGT through it is not necessary to do a tank dip for Premium Grade MS or HSD
tank dip Measure balance in tank as per the tank dip reading
Record pre-discharge tank dip reading, tank capacity and ullage
(difference between tank capacity and tank dip reading) in the
Records
When the tanker arrives at the station, forecourt supervisor should
wave it into the designated discharge area
The designated Discharge area should be on a fairly level ground &
clearly demarcated.
Ensure that tanker is parked properly in the designated discharge
Wave tanker area and that the engine is switched off.
into Tanker parking brakes and gear must be engaged at all times.
2 designated
Ensure that there are no sources of ignition within 20m of the tanker
position
(Sources of ignition would include cigarette, naked flames and hand
phone).
Fire extinguisher should be easily accessible in the event of an
emergency and positioned upwind before discharging.
Ensure that the stand containing the Fire Buckets is easily accessible,
has min 3 sand buckets with protective cover & is filled up to 75 %
capacity with clean dry sand.
Take the AC4 Challan from tanker driver.
Check
Check that the station name, address, date, time, vehicle number of
D.O/Invoice,
tanker on the AC4 Challan is correct.
CCOE license
3 & Tank Truck Match all relevant details on the AC4 Challan with the order.
Calibration Check CCOE License is valid.
Certificate Check Tank Truck Calibration certificate is valid & details confirm to
all fittings & measuring instruments/marks
Dome covers and Master Valve box are properly welded.
Check fittings Seal numbers on the Tank Hatch covers and Discharge valves are
on Tank Truck same as those indicated in the AC4 Challan.
4
& Discharge
Hose Seals are intact and not tampered nor broken or covered with any
solution.

07
Dip rod checked for vehicle no and W&M seal.
Dip rod checked for actual length.
Check fittings The lorry compartments filled up to the oil level on the dip rod.
4 on Tank Truck
No attempt should be made to pour back any product in
& Discharge
the Tanker manhole.
Hose
Discharge Hose of tanker should confirm to OISD-STD-135.
Ensure only Hoses with approved quality, brading & electrical
continuity are used.
Is the earth reel on the lorry connected to the Earthing Boss near
the receiving tank/fill point (This must be done before opening any
Connect fill/discharge point or connection).
5 Earth Ensure that the ends of the crocodile clip are not rusted.
reel Ensure that the Earth reel doesn’t have any breaks/joints.
Ensure that the crocodile clip ends are properly connected
and are not loose.
Fill in details Fill in the date, time, name and amount of fuel to be discharged,
6 of Fuel tank into which fuel to be discharged
Discharge Enter the tank balance prior to fuel discharge (from tank dip reading)
Measure the quantity of fuel in the tanker (for each grade)
by doing tanker dip
Perform
Record the tanker dip reading
tanker dip &
7 check quantity The total volume of fuel to be discharged from tanker must not
of fuel exceed 90% ullage (Ullage = Maximum Available Capacity for Fuel
delivered Discharge, i.e., Total Capacity of Tank LESS Quantity of Fuel already
It is important to obtain an accurate reading of the current balance
in the tank to ensure that the 90% ullage is not exceeded.
Perform
8 density check Take density reading of the tanker fuel for each grade
on tanker fuel
Check that the seal on the tanker is intact before accepting the load.
Do NOT break seal
Check seal on
9 tanker & fill If there is insufficient ullage to accept the load of fuel
and dip points Inspect fill and dip points during tank dip and prior to fuel
discharge to ensure that there are no loose fittings at fill &
dip points of underground storage tanks.
Retailer /Shift Retailer to authorize fuel discharge by signing on the AC4 Challan
10 Mgr to
authorize Fuel discharge hose must be connected to the correct underground
discharge tank before discharge.

07
The hose connections must be in good order and have no leakages
during product discharging. Check that there are no loose fittings at
fill & dip points of underground storage tanks.
Retailer /Shift
10 Mgr to Ensure that master valve is opened during tanker discharge
authorize Inform the driver on the correct compartment to discharge the fuel.
discharge It is CRUCIAL that there are no mistakes in discharge. Different
fuels MUST not be mixed.
Ensure that tanker driver must be present during the entire discharge
process. Similarly, station representative must also be present
throughout entire process.
Tanker driver should rapidly open and shut the valve controlling fuel
flow to ‘milk’ the remaining fuel from the tanker
After that, pour the fuel thus obtained back into the respective tanks.
Milk
11 Apply fuel finding paste to the end of the tanker dipstick and insert
residual
into each tanker compartment to ensure that no un-discharged fuel
fuel
remains inside the tanker.
Petrol must be drained into an aluminum container which shall be
bonded/earthed.
Lock filling After entire process is complete, ensure that filling point is locked
12 point and that all tank inlets are properly capped.
Retailer should sign and put station stamp on AC4 Challan as
acknowledgement of receipt of fuel.
Acknowledge
13 Ensure that head office copy of the AC4 Challan is properly signed
delivery
and stamped before returning it to the tank driver.
Station copy of AC4 Challan to be retained for updating of records.
Check new Perform another tank dip to check on new balance.
14
fuel balance Record the new tank balance
Driver’s Signature : Signature :
Name of the Driver : Name & Designation of Authorised RO Staff

RO Seal
Countersigned

Signature of RO Dealer :

CHAPTER Sampling
08
Sampling Procedure TT: MDG/TDG
Collecting sample
from TT, jointly by
Dealer/Transporter’s
representatives
On receipt of TT, dealerships need to follow:
Check seal nos / security lock

1 no on the tank lorry against that
of the invoice.
Release master
valve levers to
2
ensure product
fills the pipes.
Ensure a minimum of 20 liters of

3 product is removed before drawing
the samples.

CHAPTER Sampling
08
On receipt of TT, dealerships need to follow:
Check density at 15°C of individual compartments

4
separately by drawing the bottom sample.
If the variation in the density in Kg/m3, at 15 °C of

any compartment is beyond ± 3.0, when compared
5 with Invoice density, dealer should not decant the
product. He should immediately report to Sales
Officer/Supply location.
Dealer / his representative should draw 4 X 1 liters

of MS and / or 2 X 1 liters of HSD bottom samples
6 (composite samples proportionate to the quantity
of the product received in each compartment after
removing a minimum of 20 liters).
Before drawing the samples, the empty aluminum

7 containers should be rinsed with the same product
from the tank lorry, seal and label the same

CHAPTER Sampling
08
Performa for Labeling TT Samples as per MDG
SUPPLY LOCATION:_________________ DIVISION/TERRITORY/REGION:____________
Name & Address of the Retail Outlet :

Name of the Oil Company :
Product : MS / HSD
Source of Sample:
Tank Lorry No. ____________; Invoice No. __________________________
Samples drawn on _________________ at _____________________hours
Density at 15 Deg C
a) As recorded in the Challan : ____________________________________
b) Of sample collected from the lorry _____________________________
RO Tank No. of Product decanted: _________________________________

Plastic Seals Nos. of Aluminum container : ________________________
Plastic Seals Nos. of wooden box : ________________________________
Certified that empty containers had been rinsed with the product before drawing
of samples in my presence and the sample is retained after proper labeling and
sealing.
Signature of the Dealer/ Dealer’s Representative:____________________

Name of the Dealer/ Dealer’s Representative :_______________________
Seal/rubber Stamp :__________________________________________

Place and Date : _________________________________________
Signature of T/L Driver : _________________________________________
Name of T/L Driver :__________________________________________
Transporter’s Name : __________________________________________
Oil Company : __________________________________________

CHAPTER Inventory Management
09
Understanding the Terminologies
Lead Time
Time between the repurchase of stock and when the

stock arrives to replenish the minimum stock level is
referred to as lead time.
Buffer Stock
Stock that is always available is referred to as a

buffer.
Re-order Level
Level at which purchase of new stock is triggered is

referred to as the reorder level.
Re-order Quantity
When the order is placed for new stock, the

maximum stock level is the re-order quantity.

09
Inventory management is a complex business
Accurately account for Instrument reliability and Vigilant tracking from

physical inventory and repeatability is critical for Decantation to Storage
reconcile it with the books. accurate measurement. and Dispensation.
How to accurately account for physical inventory

Petrol and Diesel evaporates and quantity reconciliation
becomes a challenge
Density and Volume of Product varies with Temperature
Dispensation of the liquid depends on accurate Calibration
Product is expensive and we need to guard against pilferage
Pipeline and storage tank leakages can impact stock

reconciliation
Seepage of water during monsoons plays havoc with stock

reconciliation

09
Permissible Evaporation Losses
Permissible loss allows for normal operational variation of 4 %
of tank stock.
Evaporation/handling losses allowable:
For MS : 0.75% on quantity sold upto an annual average of 600 KLs.
& 0.60% on additional quantity beyond an annual average of 600 KLs.
For HSD : 0.25% on quantity sold upto an annual average of 600 KLs
& 0.20% on additional quantity beyond an annual average of 600 KLs.
Shrinkage losses and temperature variation losses on MS and HSD is

allowable only in those cases where Shrinkage Allowance / TVA is applicable.
Receipt of Product
On arrival of tank lorry, the dealer should match the details
on the Invoice with physical parameters:
Tank Lorry No.
Seal Number / Security Lock Number
No. of compartments/quantity/product
The time tank lorry left Supply Point
Recorded Density at 15 Degree C
Dip rod with calibration certificate

09
Decanting of Product
The Dealer should :
Park the tank lorry on level ground , allow 10 minutes settling time.
Check the seal / security lock on the tank lorry delivery manifold & manhole covers .
Fill the pipelines before checking dips (Refer Calibration Certificate).
Check Density of product @ 15 Degree C using ASTM Tables
(53B) is within +/- 3.0 Kg/M3 as compared with the challan density .
Compare with certificate of calibration available Driver. Check product and proof levels.
Check dips of the product in all compartments with dip rod certified by W & M Department.
Check for presence of water by water finding paste.
Draw samples after draining (20 liters) from manifold of each compartment for density/
temperature checks.
After decanting the product, ensure that the tank is fully emptied.
Make appropriate entries in the stock register/stock display board.
After decanting take 50 liters of product (to displace the line content) and dispense
through the pump before taking sample from pump nozzle to ascertain the density of the
composite product in the storage tank. The density at 15 Degrees C should be recorded in
the density register.
Stock/ Price Controls

Dealer to display opening stock/authorized selling prices of products.
Maintain daily stock-register provided for all petroleum products.
Daily sales register of OMC & Density for current and previous financial years.
Purchase Invoices & sales bills for the current and previous financial years
In addition, daily record of pump meter reading and product/

water dips of each tank every morning
Sample Retention at RO
Dealer shall retain the corresponding tank lorry samples of last two loads of the
respective underground tanks.
When there is more than one tank for a product, the tank number in which decanted
to be indicated on the tank lorry retention sample container.
Test sample drawn from the dealer by the representative of the IOCL should retain his
sample till the testing procedures are completed.

CHAPTER Financial Management
10
Electronic Demand On Draft (E-DOD)
Policy :- 299-06/2022 dtd 19.04.2022
No minimum volume criteria.
Revised ceiling limits:
Avg. Sales MS+HSD for

Ceiling Amount
Apr-Nov’21
Less than 75 KLPM DD1 20 Lacs

76 to 150 KLPM DD2 40 Lacs
More than 1000 KLPM DD6 120 Lacs
No blockage of supply in sap on default day.
Only interest @18% on unpaid debit balance will be levied.
Will be debited at the month-end in SAP
No additional penalty
Default will be treated if outstanding payment not made within 3 days
Sap will be blocked till clearing of dues plus applicable interest.
Authority for restoration:
The authority for restoring e-DOD facility post default will be as under-
Instance of default Authority for restoration
1st & 2nd DRSH
3rd & 4 th SRH with FC
5th SH with FC

CHAPTER Financial Management
10
After 5th instance- E DOD facility will be withdrawn from the date of 1st default for a
year. Thereafter the facility will be restored with the approval of State Head.
E-DOD facility is mutually exclusive of Credit facility.
Documents to be submitted by the dealer

Undertaking as per IOC format
Blank signed cheque
EDFS(Electronic Dealer Financing scheme)
SBI
Bank of Baroda
HDFC
ICICI
PNB
Bank SBI HDFC BOB ICICI PNB

Particulars
Period of
15 15 15 30 25
Credit Days
Grace Period
5 7 7 5
(Days)
Rate of Interest
*Secured by Repo 1Yr
25% Collateral MCLR+0.85% MCLR+0.55% Rate+4.75% MCLR+0.30%
1Yr
*Unsecured MCLR+1.30% 10.30% MCLR+1.55% MCLR+1.45% MCLR+0.75%
Applicable 12.30% Applicable 17.25% Applicable

*Default
Interest+4% Interest+6% Interest+4%
Action in Case
Supplies to be stopped
of Default

CHAPTER Dhruva
11
Retail Transformation-Program Dhruva
Redefining the fuel retail in India
What are the customer’s expectations

under DHRUVA?
Customer’s expectations from RO’s:
Quality & Quantity Assurance
Convenient location
Quick Filling
Efficient Forecourt Services &

Good CA Behavior
Well maintained retail outlet
Add on facilities
Rewarding Loyalty
Real Value for our Customers:

Urban Customers:
Efficient and hassle-free customer service.
Privileged experience and speedy service.
Highway Customers:
Range of facilities for exceptional driver care.
Rewarding Loyalty and payment options.
Rural Customers:
Efficient and hassle-free customer service.
Privileged experience and speedy service.

CHAPTER Dhruva
11
RO archetypes defined with
unique value proposition
Market Segments
Urban
Highways
Rural
RO archetypes across customer segment
1 Metro 4W
2 Metro 2W
3 Non-metro
4 Highway Origin
5 Highway flagship
6 Highway standard
7 Core agriculture
8 Industry and trade focus

CHAPTER Dhruva
11
Differentiated Customer needs across
Archetypes
Metro 4 Wheeler Owners

Experience
Value added services
Well lit & class looks
Highway Fleet Owners

Relationship
Credits/ Discounts
24x7 presence
Agricultural Customers
Assistance
Trust
Value at RO
Metro 4W: Customer Profile
Fueling Experience
“I feel privileged at the

“I prefer this outlet as it has
outlet- fueling, pressure
a premium feel to it, well
check and windshield
maintained, well lit,
cleaning happen at the
awesome driveway.”
same time.”
Typical Profile
35 + years, High Income
He goes to 2-3 outlets,
usually alone

CHAPTER Dhruva
11
Metro 2W: Customer Profile
Fast Fueling
“I want a quick and

hassle-free transaction, and
will visit the pump that saves
my time.”
Typical Profile “On NFR at retail outlet-

18-35 years, mid income Retail outlet is the last place
I go to 2-3 outlets, where I would like to spend
usually alone my time.”
Non Metro: Customer profile
Homely fueling Value fueling
“I prefer to come
“The employees at the to this pump each
pump recognize me time because I get
and therefore I come the best value-for-
here only.” money each time.”
Typical Profile Typical Profile

Across life stage, low 35 + years, mid- high
income income
I go to only 1 outlet I go to any outlet, usually
with family

CHAPTER Dhruva
11
Highway: Customer profile
Fleet owners
“My fleet should be able to

get fuel 24X7.”
“It helps if you know the

Relationship dealer, you get credit and
and value fueling other benefits like gifts at
the end of every 3 months.”
Driver-owners
“Go to IOCL as they give drinking

water, there is a service lane to
park my vehicle.”
“Pollution under control booth

Performance fueling is there, else I have to pay
and add-on 5000 Rs. penalty.”
Drivers
“Have been fueling here for ages,

know everyone at the outlet.”
Convenience trusted “This pump is next to my loading

fueling area, gives me credit as well.”

CHAPTER Dhruva
11
3 Different Type of Highway Outlets
Highway Origin
ROs located closer to industrial hubs where majority of fleet

traffic originates or culminates
250 industrial hubs scientifically identified within India Eg.
Chennai, Manesar, Jamshedpur
Highway Flagship
ROs in key locations that are natural halts for the drivers
Provide additional facilities for drivers like parking, guest room, laundry etc.
Highway Network
All other ROs in the highway network

Have at least the basic highway facilities like loyalty cards

CHAPTER Dhruva
11
SWAGAT ROs
24 7 Operations
SMS upon every

Exclusive toilet & fuelling transaction
bathing facilities for
truck crew
Automated Bills
CCTV for
enhanced security
Safe, Well Lit parking

Emergency
space for truck
assistance for
medical / towing
Comfortable rest
area for truck crew Third Party Certificate
QnQ Monitoring

CHAPTER Dhruva
11
Core Agriculture: Customer profile
Homely Value fueling
“Employees give me
attention and guide me to
right area for fuelling.”
Typical Profile “I only go to IOCL pump,

as next is 6 kms away and
30+ years I don’t know anyone at the
Prefer going to 1-2 outlets pump.”
Mix of tractor owners &
drivers
Rural Industry-trade: Customer profile
Farm SH/
MDR/
ODR
NH
Key Customer Needs
Village road Village Credit and Discounts
Factory /
Dirt
trade-center
track
Q&Q Assurance
Industrial / trade-
center demand Flexible Delivery Needs
“This pump gives me higher

MDR/ODR credit than the other pump.
“I can rely on this pump for

my supply.”

CHAPTER Dhruva
11
Service Care Packages defined basis
customer & RO archetypes
Basic Care or Rural Care
Premium Care or Speedy Care or Driver Care
Care Packages by Archetype:

URBAN RURAL HIGHWAY
Metro Metro Industry Network Network
4 wheeler 2 wheeler Non-Metro Core Agri Trade Origin Flagship Standard
Basic Care Rural Care Basic Care

Premium Care Speedy Care Driver Care
SOP for Customer Satisfaction
Excellence in Customer Care:

Ordered flows in and out - Marshalling Customer
Quick fueling experience – Prompt service Satisfaction
Q&Q certainty Customer House-
Polite & personal care Care Keeping
Operations
Excellence in Housekeeping:
Cleanliness and maintenance of RO
Mandatory presence / functioning of non-fueling
facilities
Excellence in Operations:
Functioning technical facilities
Functioning data management system
Clearly defined roles and task allocation

CHAPTER Dhruva
11
Basic Care SOP – Each one, read one
SOP for Customer Satisfaction
Provide ‘Preferential Driver Care’:

Offer a mechanic service (at RO or on call) for Customer
performing a quick check. Satisfaction
Offer dedicated parking to customers. Customer House-
Attached facilities like dhaba, launderette, etc. Care Keeping
Operations
Excellence in Housekeeping:
Mandatory functioning of promised non-fueling facilities. Driver Care is an add-on
Clean and well maintained promised non-fueling facilities. package to Basic Care
Functioning of promised technical facilities.

CHAPTER Dhruva
11
Basic Care SOP – Each one, read one
Premium Care: SOPs
Differentiated Care of the Customer:

Differentiated customer service within the RO Customer
Satisfaction
Customer House-
Differentiated Care for the Customer’s Car: Care Keeping
Service the Car:
Operations
Provide a well maintained “pit stop” for quick servicing
Perform 6 quick checks – coolant, brake lights, tyre Premium Care is an
checks, brake oil, head lights, engine oil add-on package to
Clean the Car: Basic Care
Ensure window cleaning is done
Ensure facility of vacuum cleaning is well maintained and
available for use (Pay per use facility)

CHAPTER Dhruva
11
Premium Care SOP – Each one, read one
How does Premium Care look on ground?
Premium Care Uniforms
Images Required

CHAPTER Dhruva
11
Marketing collaterals to
be deployed on forecourt
Vacuum cleaning
(paid service)

CHAPTER Dhruva
11
Speedy Care: SOPs
Enhanced focus on quality of customer care by focusing on speed

Customer
Quicken the payment journey Satisfaction
Ordered flow in and on Customer House-
Provide dedicated side/lane for two wheelers Care Keeping
Provide barricades (Queue Controllers) to segregate
Operations
in-flow
Enable differentiated speedy service Speedy Care is an
Re-defined CA roles to lay more focus on managing add-on package to
Basic Care
the queue and ensuring fast payment
A pre-payment mechanism to be used during rush hours
Speedy Care SOP – Each one, Read one

CHAPTER Dhruva
11
Dedicated marshals
guide vehicle flow
Proper lanes made by the use of barricades (queue controllers)

CHAPTER Dhruva
11
Pre-payment reduces waiting time!
Rural Care: SOPs
Excellence in Customer Care:

Basic prompt service
Q&Q certainty
Polite & personal care Customer
Satisfaction
Excellence in Housekeeping: Customer House-
Cleanliness and maintenance of RO Care Keeping
Mandatory presence / functioning of non-fueling facilities
Operations
Functioning technical facilities
Clearly defined roles and task allocation

CHAPTER Dhruva
11
Rural Care SOP – Each one, Read one

CHAPTER Dhruva
11
What are the CA Engagement Elements?
CA Engagement Elements
CA Engagement Elements: CA Wall of Fames & Rewards

CHAPTER Dhruva
11
What is DARPAN?
DARPAN: Dealer Achievement And Ranking Basis Performance Attained in Network

CHAPTER Grooming
12
Indian Oil Logo & Colour shade
Any Blue / Orange colour used in IOCL Retail

Outlet shall be of shade provided above
CA Uniform
Uniform for Male CA Uniform for women CA

Trouser with T shirt, Cap, Kurta with Leggings,
black Shoe, and black belt, Cap and black Shoe,

CHAPTER Grooming
12
A Clean Indian Oil Uniform includes:
Dress in clean and complete IOC
Dress uniform during working hours at the RO.
Close shirt buttons

except collar button
Ironed shirt and pant without
broken buttons, tears or rips
Always tuck in
Wear cap as per
the shirt
IOCL design on
the forecourt
Wear polished black leather

shoes with Navy blue color socks
Uniform for Marshal (Men & Women)
Vest for Men Vest for Women
Front Front
Back Back

CHAPTER Grooming
12
A Clean Indian Oil Uniform includes:
Xtra Premium Poncho to

Summer Uniform wear over T-shirt
CA Uniform for All Archetypes (except Metro Outlets)
Uniform for Men Uniform for Women
Front Front
Back Back

CHAPTER Grooming
12
CA winter Uniform
Shoe
CA Uniform – Fabric Specification
Color Textile Quality

Quality Name Quality Type
Pantone Type
PC Pique Knitted 17-1350 TCX, PC 52% Cotton &
T - Shirts for Men 210-220 GSM
Fabric Oriole 48% Polyester
Suiting Cloth 16-1315 TCX, PV 35% Viscose &
Trousers for Men 280-300 GSM
Tericot / Matty Police Khakhi 65% Polyester
Suiting Cloth 16-1315 TCX, PV 35% Viscose &
Caps 280-300 GSM
Tericot / Matty Police Khakhi 65% Polyester
17-1350 TCX, PC 35% Cotton & 150-170 GSM
Kurta for Women Micro + PC.
Oriole 65% Polyester
Leggings for 16-1315 TCX, 95% Cotton & 5% 180-200 GSM

Knit Fabric
Women Police Khakhi Spandex
Waistcoat for Suiting Cloth 16-1315 TCX, PV 35% Viscose &

280-300 GSM
Men / Women Tericot / Matty Police Khakhi 65% Polyester

CHAPTER Grooming
12
Grooming - Basic Hygiene for Customer Attendants
Take bath everyday
Use deodorants
Well combed,
neatly cut hair
Shave regularly
Grooming
Keep neatly trimmed
Basic Hygiene
beard and moustache
Brush daily
Keep nails short
Keep hands clean
Use handkerchief

CHAPTER Customer Rights
13
Customer’s Rights: Quality Check-Filter Paper Test
? Who should use? When to use?
Customer When petrol quality in doubt.
How to use?
Clean the mouth of the dispensing nozzle to remove stains.
Put a drop of petrol on the filter paper from the nozzle.
It should evaporate in about 2 minutes without leaving a stain on the
filter paper. (If the area of the filter paper where the drop of MS was
put remains pinkish, it is the colour of the MS and not any stain). If a
stain is left on the filter paper, there is a possibility of adulteration.
Customer can immediately lodge a complaint if filter paper is not
available at Retail outlet for testing of petrol. It is the duty of the
dealer to provide the filter paper on demand by the customer.
Customer’s Rights: Quality Checks-Density Test

Dealer and CAs to mandatorily check When fuel quality in doubt.
& record very morning and at receipt
of each delivery. Customer can check
when in doubt
How to use?
A 500 ml jar, calibrated hydrometer & thermometer and ASTM (American
Society for Testing of Materials) conversion charts are required to carry
out density test. Hydrometer is used for measuring density of the product .
Density of petrol and diesel is different.
Fill 3/4th of the jar taken from the nozzle of the Dispensing unit.
Dip the thermometer and hydrometer in the jar. Record the temperature
and density.
Actual density observed is converted into density at 15 degree C by using
the conversion chart. Converted density is compared with reference
density taken from the register maintained at the RO.

CHAPTER Customer Rights
13
Customer’s Rights: Lubes Test
Customer When quality of lube in doubt
How to use?
Check the seal of container, date of manufacture and name of

manufacturer.
For convenience of 2/3 wheeler drivers, ROs provide self-mixing
(petrol-oil mix) dispensers, 2T dispensers.
Keep tamper proof 2T/ 4T pouches.
Customer’s Rights: Quantity Test- 5 Liter Measure
To ensure customers get the right quantity of product, it is

mandatory to keep a calibrated 5 Liter measure properly
stamped by Weights and Measures Department every year.
Customers can ask for the measure to check quantity

whenever they have doubt about the quantity delivered.
Permissible variations due to unforeseen malfunctioning

of the dispensing unit are ± 25 ml in 5 liters which is to be
rectified immediately.

CHAPTER Customer Service
14
Customer Service
Creating a Relationship of Trust & Loyalty with Customers
Customer service is all about

establishing long-lasting
relationships of trust and loyalty
What is Customer Service?
with customers. Interestingly, it’s
when things go wrong that strong
relationships like this are best formed.
The best chance to demonstrate
customers our concern, timeliness,
and reliability is through
responding to complaints.

14
Understanding Customer Service
Factors leading to anxiety of customers Crucial Factors to Satisfaction
Waiting in the Retail outlet for fueling Maintenance of the forecourt – Look & feel
Exiting the forecourt on to the road Cleanliness of the forecourt
Using the toilet facilities Fueling and exiting time
Choosing a pump Lighting of the forecourt
Using the air/water facilities yourself Overall service from staff
Availability of products wanted Availability of products wanted

14
Customer is our Guest
A Warm Welcome
“ “
Courtsey But Buys
cost Nothing
“ Everything
“
Greeting customers & treating them as guests
Answer their
Question
Confirm their Repeat their

Visit need
Initiate a warm, Explain next

personal greeting steps
Customer Service with “I CARE”

14
Need of the Hour in Customer Service
From Selling Fuels to Leading retailer beyond fuels
From conventional fuels to portfolio of alternative fuels
From frustrating customer experience to every customer is treated as guest
From offline world to online & mobility service
An Approach to Customer Service
T Thanks
S Solve
A Apologize
L Listen

14

14
Steps to Enhanced Customer Service
Product Availability
Financial Support
3 Timely Indenting
Sufficient Storage
RO Development
Automation
2 Maintenance of RO
Upgradation
Employee Welfare
Physical Amenities
1 Adequate Salary
Medical Insurance
Regular Training
R&R Program
Enhanced Customer Service

CHAPTER Safety
15
Earthing
Earthing dissipates electrical charge created in the

storage tanks, pipeline, hose, dispensing unit.
All objects generating static charge are earthed

by a conductor connected to earthing electrodes
buried in the soil.
Proper earthing eliminates fire.

Proper earthing of
underground tank inlet.
Earthing- Do’s & Don’t’s
Do’s
Earthing of all storage tanks & pumps.

All earthing connections to be secured with nuts & bolts.
Proper earthing of DU panel motor & pump.
Proper earthing of light pole & junction box.
Crocodile clips for bonding
Separate earthing point for tank-truck decantation. and electrical continuity
Before the commencement of decantation, TT should be properly
grounded & fill pipe bonded to tank.
Use of hose with electrical continuity & leak-proof coupling for decantation.
Settling time of minimum 10 minutes before sampling/ gauging of the tank-truck.
Earthing continuity & rectification of earthing pits periodically.
Measurement of earth pit resistance periodically.
Don’ts
Do not keep earthing pits dry. Hose with Electrical Continuity

No loose connections of earthing strips/ cables. for proper bonding
Do not use nylon rope during sampling/ gauging inside the tank.
Do not undertake tank-truck decantation wearing synthetic clothes and rubber boots.
Do not fuel a two- wheeler while the customer is sitting on the vehicle.
Do not allow entry of unbonded conductive objects inside the storage tank/tank-truck.
Do not use nylon hose for decantation of the tank-truck.

CHAPTER Safety
15
Do’s & Don’ts for Retail Outlet
To be displayed at Entrance
No smoking.
No naked flame inside RO.
Switch off your Mobile Telephone
INDIANOIL CORPORATION LIMITED
To be displayed at Pump Island / Drive Way
Do’s Don’ts
No Smoking Don’t allow leakage / spillage.
Switch Off Mobile Telephone Don’t litter in the area.
Stop Engine before refueling Don’t use Non Flameproof lights near DU /
2/3 Wheeler to drag their vehicle from Tank area.
Pump Island without starting engine Don’t carry out maintenance of vehicle at RO.
Remove delivery hose from the vehicle Don’t move the vehicle while refueling is on
after refueling
To be displayed at UG Tank Area:
Do’s Don’ts
No Smoking Don’t Smoke or use naked flame
Keep all opening of UG Tank tightly closed. Don’t use Mobile Telephone
Keep Air vent free from clogging. Don’t use Plastic Bucket or container for
Ensure Sealed Decantation of TT through product sampling.
electrically continuous hose Don’t use Plastic hose for TT Decantation
Ensure proper earthing of TT while Don’t use serial lights (used for
unloading. decoration during festivities)
Use bonded Metallic Bucket Sampling. Don’t allow the entry of the vehicles at
Position of 10 Kg DCP Fire Extinguisher decantation area.
before start of unloading of TT
Ensure Good Hose keeping.

CHAPTER Safety
15
Do’s & Don’ts for Retail Outlet
To be displayed at Meter Room/Electrical Panel:
Do’s Don’ts
Test before you touch Don’t allow loose wiring/ temporary
Display “Danger” sign on panel connection in Panel.
Use Correct rating of HRC fuse Don’t keep any POL Containers in
Keep the panel room clean, tidy & Panel Room
well ventilated Don’t keep the door of Panel Board Open.
Ensure the availability of 4.5 Kg CO2 Don’t operate any switch until authorised.
Fire Extinguisher Don’t allow unauthorized person to carry
out electrical job
Don’t use Water or Foam for Extinguishing
the Electrical Fire
Fire Safety
What you should do when you spot a fire?
Fire-fighting Activities
Points to Remember
• Operate the nearest available fire-extinguisher(s)
Fire incidents happen
• Use sand buckets for fire-fighting
due to carelessness &
• Call for assistance
ignorance of safe
• Provide back-up to the fire-fighting team
practices
Retail Outlet Operations Observe fire prevention
• Suspend all loading, unloading, dispensing operations rules strictly
Ensure fire-fighting
• Switch off all electrical power
equipment installed,
• Evacuate all vehicles and outsiders
visible and accessible
• Close product line valve, if any, and DU operation
Everyone working in the
Administrative & Support Activities retail outlet knows how
• Contact local fire services and neighbouring to use the fire-fighting
retail outlets for help equipment
• Arrange for safe evacuation of people and Keep a list of phone
vehicles from the outlet numbers of neighboring
industries, fire services
Rescue Operation etc.
• Shift injured persons arrange for medical treatment

CHAPTER Safety
15
Statutory Bodies
Safety at ROs is “governed and regulated” by:
PESO (Petroleum Explosive Safety Organization) - 1898
OISD (Oil Industry Safety Directorate) - 1986
PNGRB (Petroleum and Natural Gas Regulatory Board) -2006
Statutory Requirements in Retail Safety

1 OISD-225 - Applicable for dispensing of MS & HSD from Retail Outlets.
2 OISD-179 – Applicable for dispensing of CNG from Retail Outlets.
3 OISD-210 – Applicable for dispensing of ALPG from Retail Outlets.
4 PNGRB Notification 2018:

Schedule –I - MS, & MSD

Schedule –II - ALDS &

Schedule –III - CNG
5 Petroleum Rules, 2002 (Amended in 2012) – All Petroleum Product
6 PNGRB (ERDMP) Regulation 2010 - All Petroleum Product.
All facilities provided at RO should be in accordance with above mentioned regulations

CHAPTER Safety
15
OISD-225, PNGRB 2018 & PESO Rules 2002
PNGRB Act 2006 Petroleum Rules,

Sr Standards &
OISD-225 PNGRB Notification 2002
No Specifications
16.11.2018 (Amended in 2012)
1 General Points
Self Regulatory Body, Board Shall Monitor PESO Monitors the
1.1 Monitoring System
under MoPNG the Compliances compliances
OISD-225 – MS & Schedule –I MS, &
Petroleum Products HSD MSD Schedule –II
1.2 All Petroleum Products
covered. OISD-179 - CNG & ALDS & Schedule –III
OISD-210 – ALDG CNG
Whether PESO approval is
1.3 Yes Yes Yes
required for layout .
2 Safety Equipment Available at RO
No of ISI Marked 9/10 Kg 1 at each DUMinimum
2 at each DU
2.1 DCP Fire Extinguishers 2 No at RO with single No Mention
required at each DU DU.
No of 4.5 kg CO2 Fire
2.2 Extinguishers in Electrical 1 1 No Mention
Penal Room
3 Fire Extinguishers - Schedule of checking, testing and maintainence at RO:
Visual check of the No mention of
3.1 Daily Daily
extinguisher frequency
Condition of DCP, Hose, No mention of
3.2 Every month Every month
Nozzle and Safety Clip. frequency
Weight checking of CO2 No mention of
3.3 Every Quarter Every Quarter
cartridge frequency
Performance testing of No mention of
3.4 Every Year Every Year
DCP extinguisher frequency
Pressure testing of As per IS 15683 No mention of
3.5 Every three Years.
extinguisher (currently 5 years) frequency
4 Minimum Illumination Levels (LUX) at various areas at RO
No mention of specific
4.1 Approach Area 50 Lux 50 Lux
lux levels
No mention of specific
4.2 Under the canopy 150 Lux 150 Lux
lux levels
Customer care room / No mention of specific
4.3 100 Lux 100 Lux
electrical room lux levels

CHAPTER Safety
15

Sr Standards &
No Specifications
16.11.2018 (Amended in 2012)
5 Safety Inspections and Audit Frequency at RO
Safety Checks / Inspection No mention of
5.1 Daily Weekly
by operating personnel. frequency
Safety Audit by company
No mention of
5.2 authorized person / Once in six months Once in a year
frequency
agency.
Electrical Audit by
No mention of
5.3 company authorized Once in a year Once in three years
frequency
person / agency
The Electrical Panel and Electrical Equipments at RO - Clear spaces for ease of safe operation
6
and maintenance activities.
In front of the No mention of clear
6.1 Yes Yes
equipment-1000 mm. space
Behind the equipment >
750 mm. (if approach is No mention of clear
6.2 Yes Yes
required) and < 200 mm (if space
approach is not required).
At sides > 750 mm
between equipment and No mention of clear
6.3 Yes Yes
< 200 mm. (if approach is space
not required);
7 Process for Decantation of Products at RO
Fill points shall be so
located that the TT under
7.1 Yes Yes No mention
decantation is in drive out
position.
Decantation in storage
7.2 tanks after the sunset and No Mention No Mention Not allowed,
before the sun rise.
Yes
Dispensing fuel to (Taken up with PNGRB
motor vehicles, shall be for suspension of
suspended during the operations within 9 m
7.3 No mention No mention
period of unloading of radius of TT)
fuel from tank truck to the As of now DU
storage tanks. connected to concern
tank are stopped

CHAPTER Safety
15

Sr Standards &
No Specifications
16.11.2018 (Amended in 2012)
Operating procedure
for unloading of TT
7.4 Yes Yes No mention
to be displayed at the
decantation area.
Fill pipes shall have
minimum 1:200 slope
towards the storage tank
Yes
7.5 to ensure easy flow due to Yes No mention
gravity and also to avoid
any product retention with
in the fill pipe.
8 Emergency Response Plan at RO
Emergency Response and Yes
Disaster Management (Copy is provided in
8.1 Yes No Mention
Plan (ERDMP) manual is e-ledger , dealer to
available at RO acknowledge)
Emergency Action Plan
8.2 should be tested with mock Yes Yes No Mention
drill at least once a year.
2 Nos of ESD Points
2 Nos of ESD Points
to be provided to cut
to be provided to cut
off power supply to
off power supply to
Emergency Shut Down entire RO, other than No mention of specific
8.3 entire RO, other than
(ESD) System certified intrinsically numbers
certified intrinsically
safe equipment Sales
safe equipment in
Building without Yard
Sales Building.
lights
9 Safe Distances & Heights for Equipments & Facilities at ROs
Minimum safety distance
9.1 all round Fill Point 3 Meters 3 Meters 3 Meters
maintained at RO.
Tank shall be installed
in earth pit in a manner
that no part of the tank is
9.2 1.5 Meters 1.5 Meters 1.5 Meters
less than 1.5 meter from
any point of the marked
boundary or structure.

CHAPTER Safety
15
PNGRB Act
Petroleum Rules,
Sr 2006 PNGRB
Standards & Specifications OISD-225 2002
No Notification
(Amended in 2012)
16.11.2018
Open ended vent pipes shall
extend to a height greater than the
maximum liquid level of a road Not less than 4 Not less than 4
9.3 Not less of heigh
tanker likely to deliver petroleum to Meters Meters
the underground tanks and shall not
be less than 4 mtrs.
In case of venting above the canopy
or sales building, the vent pipes
9.4 1.5 Meters 1.5 Meters 1.5 Meters
should be terminated 1.5 mtrs above
canopy or sales building at RO.
The vent pipe opening shall also
observe minimum 4 mtr. clearance
9.5 4 Meters 4 Meters 4 Meters
in the horizontal plane from all
structures.
The outlet (opening) of the vent pipe
shall be covered with two layers Not less than Not less than 11
Not less than 11
of non corrosive metal wire mesh 11 meshes per meshes per square
9.6 meshes per square
having not less than 11 meshes per square linear linear centimeter
linear centimeter
square linear centimeter and a rain centimeter
cap or bend downwards.
Vent pipe point shall never be
9.7 Yes Yes No Mention
located under any shade /cover.
The dispensers shall maintain a
minimum distance of 6 mtrs from
9.8 6 Meters 6 Meters 6 Meters
any above-ground structure /
property boundary.
The dispensers catering services
to 2/3 wheelers are at a minimum
9.9 distance of 4 mtrs, from any No Mention 4 Meters No Mention
above-ground structure or property
boundary.
The length of the hose connected to
the dispenser shall be kept minimum
Not more than 4 Not more than 4
9.10 keeping in view the operational No mentions
Meters Meters
requirement and shall not in any
case exceed 4 m.
Hose length for TT decantation shall Not more than 5.5 Not more than
9.11 No mention
not be more than 5.5 Meters Meters 5.5 Meters

CHAPTER Safety
15

Sr
Standards & Specifications OISD-225 PNGRB Notification 2002
No
16.11.2018 (Amended in 2012)
10 Earthing System at RO
The earthing system designed
10.1 Yes Yes No mention of IS 3043
as per IS 3043 at RO
Earth Resistance to be
No Mention
10.2 checked once in a year and Yes Yes
records to be maintained
Two nos. earth pits shall
be provided for each of
transformer / DG Set (neutral /
equipment earthing).
All earth pits except DG
/ transformer neutral,
10.4 instrumentation earthing Yes Yes No Mention
(automation related) shall be
connected thru grid.
Canopy structure shall be
10.5 properly earthed as per Yes Yes No Mention
IS:3043.
11 Other specifications and conditions apply at RO
Dispensing of fuels to vehicles
after the sunset and before the
sun rise subject to provisioning
11.1 of emergency lighting with Yes Yes Yes
battery backup near the DG
set, dispenser, sales room and
electrical room.
All Electrical Equipments shall
11.2 be as per IS: 5572 in line with Yes Yes No Mention
Hazardous area classification
MS / HSD or Petroleum
Product shall not be filled in
11.3 Yes Yes Yes
the fuel tank of motor vehicle
while engine is running.
11.4 First Aid Kit. Yes Yes No Mention
Shock Treatment Chart written
in bilingual & local language.

CHAPTER Safety
15
PNGRB Act
Petroleum Rules,
2006 PNGRB
Sr No Standards & Specifications OISD-225 2002
Notification
(Amended in 2012)
16.11.2018
Work Permit - All non routine One Format
Two format (one
maintenance work shall be carried ( for both
for critical and
11.6 out after issuance of work permit by critical and No Mention
another one for
Dealer / Officer (Company Authorized non critical
non critical work)
Personnel) at RO works)
A two-wheeler shall be re-fueled only
after the Riders have dismounted.
MS/ HSD shall not be filled in the fuel
11.8 tank of motor vehicle while the engine Yes Yes No Mention
of the vehicle is running.
If the wall is a part of a building which
houses a sensitive population, such
11.9 as a school, hospital or residential Yes Yes No Mention
dwelling, then this distance should be
increased to 12 m;
The fill points shall maintain a
minimum safety distance of 3 mtrs.
all round including property boundary
or any other structure where a source
of ignition is likely to be present. This
distance of 3 m may be reduced if a
fire – resistant wall is constructed,
11.10 e.g. of brick or concrete, which is at Yes Yes No Mention
least 2 m high and extends sideway
or parallel to the boundary. If the
wall is a part of a building which
houses a sensitive population, such
as a school, hospital or residential
dwelling, this distance should be
increased to 12 m.
Pipe lines shall be earthed and to
maintain electrical continuity suitable
“Jumpers” to be provided at the
11.11 flanged joints to ensure dissipation Yes Yes No Mention
of static charge developed due
to product flow in pipe line. The
resistance
Does and Don’ts shall be prominently
displayed.

CHAPTER Safety
15
Categorization of Accident at ROs
Major Accident Minor Accident
Fire not extinguished in 15 Minutes 1 Less than 15 Minutes
Property loss above 20 Lakhs Less than 20 Lakhs (PNGRB-Less

(PNGRB –Above 10 Lacs) 2 than 10 Lacs)
Fatality 3 Minor injures
Permanent loss of body part or

permanent disability 4 Minor injures
Cumulative man hours lost > 500

Man-hrs 5 Less than 500 Man-Hrs
Any incidents not covered in Sl. 1

to 5 above but reported in National 6
Media within 24 hours

CHAPTER Safety
15
Accident Reporting
Chairman
CO-HSE
Dir (M)
Functional
HSE, HO
Head HO
State Head/
Regional Head
(AFS)/LC Head Regional HSE
(Lubes)
Operating Location In-charge
Reporting of incidents - Marketing
Chairman
CO-HSE
Dir (M)
ED (PJ/ Engg), HSE, HO

HO
Regional HSE
Grass Root Construction (CS) -EIC

CHAPTER Safety
15
Accident Reporting Portal - eARS
1 Unnayan Department HSE Application Accident Reporting Portal (eARS)
2 Accident Reporting Portal (eARS) Reports & MIS Care Report
In above link select Care Report, RO accident investigation reports

are available from 01.04.2016, for sorting RO wise accident reports
just click on TYPE heading, all type of accident will appear together.
3 Accident Reporting Portal eARS Reports & MIS Report of Investigation
In above link select Report of Investigation and click on

INCIDENT REPORT NO, in this report there is photograph heading,
wherein photographs of accident are attached, same can be
downloaded from this report.

CHAPTER Safety
15
ERDMP Emergency Response and Disaster Management Plan
ERDMP- Retail Outlets
This refers to Communication

No. M (I)/DMP/1/2008 dated
28th July 2010, from Secretary,
PNGRB, addressed to CMD / CEO
of the downstream organizations
(including Indian Oil) regarding
implementation of Emergency
Response and Disaster
Management Plan (ERDMP).
“The Emergency Response and

Disaster Management Plan is
prepared as per the guidelines
from PNGRB (Petroleum and
Natural Gas Regulatory Board),
New Delhi and as per Codes
of Practices for Emergency
Response and Disaster
Management Plan (ERDMP)
Regulations, 2010 notified vide
Gazette of India notification No.
G.S.R. 39(E) dated 18th January
2010.

CHAPTER Safety
15
Emergency Plan as per PNGRB
EMERGENCY PLAN AND PROCEDURE
1 A comprehensive ERDMP shall be developed in accordance to the

Petroleum and Natural Gas Regulatory Board (Codes of Practices for
Emergency Response and Disaster Management Plan (ERDMP)) Regulations,
2010. The copies of the ERDMP shall be available to all personnel.
2 Provision of minimum 2 points for emergency shutdown.
3 The Operating Company having control shall draw an operational emergency

plan incorporating the following:
Major failure of fittings resulting in spillage
Accidents or other emergencies,
Electrical Emergencies
Civil emergencies
Any other risk arising from the existence or operation
The above emergency plan shall be disseminated amongst all personnel
involved and ensured that they understand their roles and responsibilities.
4 The Retail Outlet in-charge shall maintain close liaison with Fire Service,
Police and District Authorities.
5 Important telephone numbers for emergency use shall be displayed

prominently.
6 Means of communication shall be always at the disposal of the In charge of

the Retail Outlet.
7 Emergency Action Plan should be tested with mock drill at least once a year.
8 First Aid Kit shall contain items to handle possible emergencies as per State
Factories Rules.
9 Electrical Shock treatment chart written in Bilingual - English & local languag-
es. RO attendants shall be given training on how to treat an electrocuted
person before help from a doctor is available.

CHAPTER Safety
15
Classification of Petroleum Products
Class ‘A’ Class ‘B’ Class ‘C’
MS or Petrol HSD or Diesel

Lubricants
Flash Point below 23°C Flash Point between 23°C and
Flash Point between 65°C and
(MS or Petrol) 65°C (HSD or Diesel & SKO or
93°C (Lubricants)
Kerosene)
“
Flash point of a volatile liquid is the lowest temperature
at which it can vaporize to form an ignitable mixture in air.

CHAPTER Safety
15
Static Electricity
During product movement through the hose and the
pipeline, static charge is likely to be produced.
Bonding of the
tank-truck & the
underground tank.
Earthing Grounding
Static electricity gets generated due to result of friction

between two separate bodies and can create a spark
unless properly grounded through an electrical conductor.
Bonding is done to carry the static charge from one object to another
to eliminate the difference in static charge potential between the two.
Object is grounded to eliminate a difference in static charge potential

between it and the ground.

CHAPTER Safety
15
Earthing
Earthing dissipates
electrical charge
created in the storage
tanks, pipeline, hose,
dispensing unit.
Earthing
Proper earthing All objects generating
eliminates fire. static charge are earthed
by a conductor connected
to earthing electrodes
buried in the soil.

CHAPTER Safety
15
Earthing – Do’s & Don’ts
Earthing of all storage tanks & All earthing connections to be

pumps secured with nuts & bolts
Proper earthing of DU panel Proper earthing of light pole &

motor & pump junction box
Separate earthing point for Always Before the commencement of

decantation, TT should be properly
tank-truck decantation
Ensure grounded & fill pipe bonded to tank
Use of hose with electrical Settling time of minimum 10

continuity & leak-proof coupling minutes before sampling/ gauging
for decantation of the tank-truck
Earthing continuity & rectification Measurement of earth pit

of earthing pits periodically resistance periodically

CHAPTER Safety
15
Earthing – Do’s & Don’ts
Do not keep earthing pits dry
No loose connections of earthing strips/cables
Do not use nylon rope during sampling/gauging inside the tank
Do not undertake tank-truck decantation wearing synthetic clothes

and rubber boots
Do not fuel a two- wheeler while the customer is sitting on the vehicle
Do not allow entry of unbonded conductive objects inside the storage

tank/tank-truck
Do not use nylon hose for decantation of the tank-truck
Proper earthing of Hose with Electrical Crocodile clips for bonding

underground tank inlet. Continuity for proper bonding & electrical continuity

CHAPTER Safety
15
Loading and unloading of petroleum products
is a hazardous operation
Procedure:
Check the documents
Place the tank-truck on a level ground, put off engine, isolate battery, operate
battery ‘cut-off’ switch , apply hand brake . Put wheel chokes under the wheels
Allow 10-15 minutes for settling and dissipation of static charge
Place DCP fire extinguisher in front of the vehicle
Cordon off the area . Ban entry of other vehicles
Provide earthing connection. Bond tank-truck vehicle manifold with under-

ground tank. Attach flexible cable with crocodile clips. Ensure clamp is placed
on bare clean metal surface at both ends
Put off engine
Isolate Battery
Check ground level

Apply hand brake for correct dip
CHAPTER Safety
15
Precautions During Decantation:
Petroleum must be decanted through a closed-coupled electrically continuous

Rubber hose with Camlock Couplings. PVC hose not allowed.
Naked lights / smoking is not allowed.
Check surroundings, the tank and the connections for unusual or dangerous
situation
Open manhole dome cover, cap of the dip pipe and fill pipe of the tank-truck.
Do not open the fusible vent cover
Bucket used to draw sample should be bonded and connected to the

tank-truck manifold.
Open the master/bottom valve as per unloading sequence and monitor for
leakage.
Mobile phones should Closed-coupled sound hose

Manhole dome cover
not be operated With Camlock Couplings

CHAPTER Safety
15
Decantation Area is Demarcated by Providing Chain

CHAPTER Safety
15
Annexure
ANNEXURE
Signboard to be displayed at the entrance of the outlet
ATTENTION
No smoking.
No naked flame inside RO.
Switch off your Mobile Telephone
Signboard to be displayed at Underground Tank Area
DO’S & DON’TS
Do’s
• No Smoking
• Keep all openings of the underground tank tightly closed
• Keep air vent free from clogging
• Ensure sealed decantation of tank-truckthrough electrically continuous hose
with Camlock Couplings
• Ensure proper earthing of tank-truck while unloading
• Use bonded metallic bucket for sampling
• Position 10kg / 9 kg DCP type fire-extinguisher before commencing decantation
• Ensure good house-keeping at all times
Don’ts
• Do not smoke or use naked flame

• Do not operate Mobile Phone
• Do not use plastic buckets or containers for product sampling
• Do not use plastic hose for decantation
• Do not use serial lights (used for decoration during festivities)
• Do not allow entry of other vehicles into decantation area

CHAPTER Safety
15
Annexure
ANNEXURE
Signboard to be displayed at Pump Island / Driveway
DO’S & DON’TS
Do’s
• No smoking
• Do not operate Mobile Phone
• Switch off engine before refuelling
• Remove delivery hose from the vehicle after refuelling
• Two and three-wheelers to drag their vehicle from pump Island without starting
engine
Don’ts
• Do not allow leakage/spillage
• Do not litter in the area
• Do not use non-flameproof lights near dispensing units / underground tank area
• Do not move the vehicle while refuelling is on
• Do not carry out maintenance of the vehicle at the retail outlet
Signboard to be displayed at the meter room/electrical switch/panel room
•Do’s
• Test before you touch
• Display “DANGER” sign on panel
• Use correct rating of HRC fuse
• Keep the panel room clean, tidy & well ventilated
• Ensure availability of 4.5-kg CO2 fire-extinguisher for use in emergency
Don’ts
• Do not allow loose wiring/temporary connections in panel
• Do not keep any POL containers in the electrical switch/panel room
• Do not keep the door of the panel board open
• Do not operate any switch until authorised
• Do not allow unauthorised persons to carry out electrical jobs

CHAPTER Safety
15
Electrical Safety At Retail Outlets
Electrical Room & Electrical Panel
Provision of Standard Electrical Panel
No loose wiring in electrical room / inside electrical Panel.

Ensure proper illumination and ventilation

CHAPTER Safety
15
Ensure Cable Entry in Switch room through sealed trench
Panel cable entry openings to be sealed/ ensure usage of glands

CHAPTER Safety
15
Ensure proper dressing of cables /wires inside electrical panel
Keep electrical panel free of dirt/dust

CHAPTER Safety
15
Ensure Voltmeter, ammeter, phase indicating lamps are operative.

Ensure all the switches in switch room are labeled.
Keep Switch/ Compressor Room free from flammable material

CHAPTER Safety
15
No Non Standard Electrical Mats Ensure Standard Electrical Mats only
IS : 15652 – 2006
Class Maximum Use voltage, volts THK, mm
AC RMS DC
A 3300 240 2.0
B 11000 240 2.5
C 33000 240 3.0
D 66000 240 3.5
Mats as per this standard will normally have a life span of
around 10-15 years under normal indoor working conditions,
unless it is damaged visually under abnormal use. Thus an
only yearly visual inspection is recommended.
Shock treatment chart be displayed in switch room
Danger sign board

as per IS 2551 is to be
displayed in switch room

CHAPTER Safety
15
Provision of IS 4770 : 1991 (Reaffirmed 2001)

rubber hand gloves for electrical safety
Provision of two Emergency Shut Down Switches

(Near electrical room and sales building)
Provision of 4.5 Kg CO2 fire extinguisher inside

electrical room
Protection System :
Ensure Protection System is operating
ELCB of 30 mA is installed
Emergency Push Button is not jammed
Under-voltage Protection is working
Over-voltage Protection is working
Phase Unbalance Protection is working
Neutral Snap, Phase failure Protection is working

CHAPTER Safety
15
Ensure hinged panel doors bonded with flexible braided connection
Two Points Earthing
Ensure adequate earthing for the body of the electrical panel

(single phase electrical equipments (single earthing) and three phase
electrical equipments (double earthing))

CHAPTER Safety
15
Diesel Generator Set
Non standard DG set Standard DG set
DG Set Earthing : What is required
1 Double Body Earthing :
Equipment rated above 400 V, 3-phase supply, the enclosure shall be grounded
at least at two separate points.
2 Double neutral earthing through TWO separate earth pits :
Two nos. earth pits shall be provided for each of transformer or DG set
neutral earthing

CHAPTER Safety
15
Earthing System at RO
1 Earthing to be provided as per IS:3043 or as per IOC norms in case of Chemical
earthing
2 Adequate earthing to be ensured for all single phase electrical equipments

(single earthing) and three phase electrical equipments (double earthing)
3 All facilities including DU body, DU Motor, Canopy structure, yard lights,

Hoarding structure , High mast ,Monolith, DG set, Air Compressor, Digital Air
Gauge and Automation system to be earthed.
4 Neutral points of transformer and DG set to be earthed by 2 independent earth

electrodes that are not connected in the common grid.
5 Body of transformer and DG set to be double earthed and connected to grid.
6 Earthing Test certificate to be made available, earth pits to be tested once in

year and following is ensured : i) All Earthpits Serially numbered and test value
displayed near earth pit with test date and validity date. ii) Earth pits are clearly
visible and easily accessible for periodic testing and maintenance iii) Earthing
layout covers all facilities available at RO.
Earthing System at RO : Common Deviations
Earth pit filled with Earthing test value

grime; earth pit & test date not
Joint in earth Non standard earth
testing not possible displayed near earth
connection strip connections
in absence of bolted pit, not serially
connections numbered

CHAPTER Safety
15
Earthpits in Canopy column HMT, light pole Air compressor, tyre

carpeted area earthing not not earthed inflator not earthed
connected
Electrical Safety in Dispensing Units

Ensure DU body and electric motors are properly earthed.
Ensure DU ESDs are operational.
Ensure all flameproof connections in DU are in proper closed condition

and no allen screw/ Bolts missing.
Ensure electric wires running inside the dispensing pumps are passing
through conduits and no loose wiring is available inside the DU .
Ensure Cable entry at junction box is through certified double

compression glands and no additional wires are taken through the FLP
Gland
Ensure No leakage of product inside DU

CHAPTER Safety
15
Cable not properly Open Junction Box,

connected through gland Loose wiring in DU
Electrical Safety: Monolith
Continuous cable (without any joints) is used for AC power supply and
for 12V DC power supply from SMPS to LED module of Monolith.
Power supply to Monolith is provided through underground armored

cable with tripping device.
Connection between power supply and LED modules of Monolith is done

using proper connectors with silicon coating to prevent water ingress.
ELCB is used for incoming power supply to Monolith.
Earthing is provided for Monolith structure.

CHAPTER Safety
15
Electrical Safety: NFR facility
Ensure
electrical
system is
Ensure all metallic Ensure no Temporary
protected by MCB &
structure are earthed wiring or plug points
ELCB/Residual
as per norms. Current Device are installed.
(RCD) of
30 mA rating.
Other Deviations in Electrical Safety
FLP Junction Box–

Use of unarmoured Air Compressor -
Loose cable connections
cables in FLP junction box Temporary Cable Connections
(two cables in single gland)

CHAPTER Safety
15
Other Deviations
Air Compressor, UPS batteries,

Yard light temporary connections
defective CVT stored in electrical room
Other Action Points:
Ensure compliances of all pending points of Safety and Electrical

Audits.
Ensure implementation of work permit system ,Job safety analysis

before carrying out any work at RO .
Check whether any High tension wire or LT line is passing over RO.
Ensure necessary clearances and protective cradle is provided, if HT
lines are passing adjacent to the RO.

CHAPTER Safety
15
Electrical Safety at Retail Outlet
Electricity can cause fire and personal injuries.
Knowledge of safe practices is necessary.
DO’s DON’Ts
• Good house-keeping • Do not store product samples in the
• Adequate ventilation and lighting compressor room
• All electrical panel doors/junction boxes • Do not allow loose electrical connections
• in the electrical switch room • Do not use the switch-room as a store
• Proper sized glands for electrical cables in • No oil spillage in DG room
the switch room and fore-court area • Do not allow temporary additional electrical
• Rubber mats on switch-room floor connections
• 4.5 kg CO2 fire extinguisher at the electrical • No hanging wires / fixtures
switch room • No fused lamps
• Labeling of switches with connected • Do not leave the junction box open
equipment
• Separate DG earthing connection for body
and neutral
• Display of electrical shock treatment chart
in the switch room
• Cable marker for all underground cables
Fires are caused due to non-adherence to electrical

use of non-standard electrical fittings.
Proper Switch Room
Avoid loose electrical connections

Air compressor, tyre
inflator not earthed
Rubber mats 4.5 kg CO2 Fire Extinguisher
CHAPTER Safety
15
Mandatory Fire Fighting Facilities
2 Nos. of DCP type (10 Kg fire extinguishers per Pump )
Minimum 1 no. 4.5 kg CO2 fire extinguisher at Electrical room
Fire buckets (9 ltr. Capacity) having round bottom ( 10 nos with dry sand)
All employees working in the RO should know to operate Fire Extinguishers
Periodic tests to be carried out:

Visual checks of extinguisher – daily
Condition of DCP hose, nozzle and safety clip - Every month
Weight checking of CO2 cartridge – Quarterly
Hydro test of fire extinguisher – Every three years
Fire Extinguishers:
4 nos 200 Gms CO2 cartridge and
4 nos 10 Kg DCP powder bags available in stock
First Aid Kit
Training of fire fighting
MAN POWER TO BE TRAINED TO HANDLE FIRE FIGHTING :
How to spot an How to inform Basic training on

area of hazard & fire service & how to use a fire
inform manager police extinguisher

CHAPTER Safety
15
Preventive Measures
DECANTATION
Nylon / plastic hoses should never be used as it generates static electricity &
could lead to major fire
Mandatory: all TTs to bring rubber hoses with end to end electrical continuity &
couplings at both end
All tanks should have camlock coupling
Decantation from TT should be done by sealed decantation process
Proper earthing before decanting
For sampling, plastic buckets not be used
Only steel bucket with proper earthing to be used
ELECTRICAL PANEL ROOM

Should be well maintained without any loose wirings
No additional wirings
Maintain good house keeping
ALERTNESS
88 % of accidents take place due to human error
Awareness & Alertness is the most important aspect in preventing any accident
Continuously monitor :
No smoking by any customer inside the RO
No use of mobiles by any customer inside the RO
No loose connection / non flp fitting in the dispensing unit

CHAPTER Safety
15
Preventive Measures - Work Permit System
As per OISD 105 shall

cover all hydrocarbon
processing / handling
including marketing
installations
Cold work permit
Hot work permit

Composite
Confined space permit
entry permit
Electrical energization/
de-energization permit
Working at height permit
Radiography permit

CHAPTER Safety
15
Important Observations During RO Inspections
Poor Upkeep
Should be well maintained without any loose wirings
No additional wirings
Maintain good house keeping
Poor Upkeep
Employees not aware how to use Fire Extinguishers
Spare CO2 cartridges & Dry Chemical Powder not available at RO
Records not Maintained

Safety valve of compressor & testing records
Air vessel of the compressor & yearly testing
Earth and cable insulation test records
Maintenance records of equipment’s
First Aid Kit without medicine/ bandage
Non availability of SOP for critical operations
Poor Compliance of Processes

Sealed decantation of TT not done by using camlock coupling
Nylon / PVC / Non standard Hoses are used
DG neutral not provided with double earthing
Poor house keeping in Electric panel / store room
Hydro test of fire extinguisher not done
Emergency Shutdown Switch for power shutdown not available
Electrical insulation mat missing.
ELCBs of 30 mA rating in building missing.
Poor Signage
Posters on switching off mobile phone, No Smoking is not displayed
Do’s & Don’ts not displayed

CHAPTER Safety
15
In Case of a Fire…
Seek help and try to extinguish
the fire by discharging the nearest
DCP or CO2 fire extinguisher
Inform Sales Officer immediately
• Local fire brigade

Telephone numbers should be • IOCL depot / terminal
available at the retail outlet: • HPCL depot / terminal
• BPCL depot / terminal
• Local police station
If not possible to extinguish fire.

• “FIRE FIRE FIRE”.
Raise alarm shout:
When You Spot A Fire
Fire-fighting Activities
Operate the nearest available fire-extinguisher(s)
Use sand buckets for fire-fighting
Call for assistance
Provide back-up to the fire-fighting team
Retail Outlet Operations

Suspend all loading, unloading, dispensing operations
Switch off all electrical power
Evacuate all vehicles and outsiders
Close product line valve, if any, and DU operation

CHAPTER Safety
15
Administrative & Support Activities
Contact local fire services and neighbouring retail outlets for help
Arrange for safe evacuation of people and vehicles from the outlet
Rescue Operation
Shift injured persons arrange for medical treatment
Points to Remember
Fire incidents happen due to carelessness & ignorance of safe practices
Observe fire prevention rules strictly
Ensure fire-fighting equipment installed, visible and accessible
Everyone working in the retail outlet knows how to use the fire-fighting
equipment
Keep a list of phone numbers of neighboring industries, fire services etc.

Effective against
Uses dry chemical fires caused by
DCP fire-extinguishers powder as fire inflammable liquids
extinguishing agent like petrol, diesel &
kerosene & burning
How to use? gases
• Lift on shoulder and run to the fire incident spot

• Place it on the ground NOTE
• Remove the safety clip
Dry powder fire-extinguishers,
• Hold discharge nozzle in open position in one hand
when used in confined areas,
• Strike knob on the top with the other hand, keeping
your face away may reduce visibility for a few
• Aim discharge nozzle towards seat of fire in line minutes, which may temporarily
with the wind direction jeopardize escape, rescue
• Send the fire extinguisher for recharging after use or other emergency action.

CHAPTER Safety
15
When and how to use CO2 fire extinguisher?
Carbon Dioxide (CO2) Fire-Extinguisher 4.5 kg
Uses Carbon Dioxide (CO2) as fire extinguishing agent,

by cutting off supply of Oxygen
Used on electrical equipment fires to avoid electrocution. Also used for

extinguishing fires of inflammable liquids such as gasoline and natural gases
How to use?
• Open valve in anti-clock wise direction

• Aim nozzle at the source of fire
• Keep on moving the nozzle briskly until carbon dioxide
continues to gush out
• Close valve after use

CHAPTER Work Permits
16
Permit to Work is a systematic process designed to identify, communicate, mitigate

and control risk in hazardous areas, nonstandard situations and potentially hazardous
conditions, such as maintenance, commissioning, decommissioning of facilities at the
retail outlet to prevent accidents.
Work permit is a document issued by the initiator of the work (IOC officer or Dealer) to
executor of the work (contractor) with following features:
1 It clearly identifies the work to be carried at the retail outlet.
2 It is time specific and works are to be carried out within that specified time.
3 It clearly identifies the persons responsible for the work like issuing officer,
dealer or dealers representative, contractor and his site supervisor , third party
agency (if any) .
4 The main works and sub works are clearly specified and associated potential
hazards and control measures are defined through the process of job safety
analysis (JSA).
5 RO site readiness is ensured through checking the site conditions by filling the
check list which is part of work permit document.
6 Person Protective Equipments (PPE) required for particular work are identified.
7 All stake holders give declaration of understanding of the work permit

conditions.
8 After the completion of work permit is to be closed by all the stake holders so
that site clearance can be given for resumption of normal operations.

16
Types of work permits:
Based on nature of works work permits are classified as Critical and Non Critical
work permits. List of such works is preloaded in online work permit module.
The critical work permit is issued by the concern IOC officer , however non critical
work permits are issued by the concern Dealer.
Advantages of work permit:
1 Work permit ensures, all stake holders are informed regarding the works to be
carried out at the retail outlet with specified time limit. Responsibilities of the
stake holders get defined.
2 Potential hazards get identified before start of work and control measures to
mitigate hazard are identified which reduces the risk of accidents.
3 Site readiness check list helps to ensure preparedness for proposed work in
safe conditions.
4 Personal Protective Equipments (PPE) ensures safety of the workmen.
Guidelines for Work Permit system at Retail Outlets
Based on the deliberations, a comprehensive review of the online work permit

system for Retail Outlets has been carried out and the following changes have
been introduced in the system:
1 Man entry into an underground tank which has been commissioned (in-service
or out of service) is strictly prohibited and shall not be permitted under any
circumstance.
2 Work permits issuance and supervision of works involving replacement/

exhuming of tanks or involving opening of manhole cover of commissioned tank
(in-service or out of service), shall be done only by an officer in Grade ‘D’ orabove
from Divisional/State Office (either from Retail or Engineering function).
3 The free/ spare opening on manhole utilized for water removal/ cleaning of
underground tank should be identified/tagged and kept in closed condition.
Additionally, all tank manholes should have warning sign in 2 languages
including vernacular language specifying that entry into tank is strictly prohibited.

16
Guidelines for Work Permit system at Retail Outlets
4 Critical work permit involving works, for which SAP work order has been placed
by IOCL, shall be issued by the concerned Engineer in Divisional Office. In case of
M&R works directly assigned by Field Officer to the contractor, email by the Field
Officer to the Contractor indicating details of M&R works to be taken up shall
suffice for issuance of work permit. Services of a competent TPI agency may be
availed to ensure safe working conditions at site, where the concerned DO
Engineer is unable to visit the Retail Outlet. In such cases, after online approval
by DRSH, mail shall be triggered by the Portal to the TPI Engineer for site visit. TPI
engineer will visit the RO & certify the safe working conditions at RO in the portal
(RDB/SDMS) including uploading site photographs before issuance of work
permits for critical works by DO Engineer. In case of non-availability of concerned
DO Engineer, DRSH shall authorize an alternate Officer for issuance of work permit
under intimation to SRH.
5 Any work related to commissioned Tank (in-service or out of service) and

Pipelines or with possibility of access to product are to be classified as Critical.
6 Comprehensive list of Standard Safety Precautions for works at Retail outlets

have been uploaded in Work Permit portal with provision of choosing appropriate
Safety precautions while issuing work permit. Issuer (IOC officer/Dealer) may also
sep cify any applicable additional site-specific safety precautions required during
execution of work at the Retail Outlet.
7 It is to be ensured that the concerned persons (Representative of Dealer/

Contractor) are available at the work site when issuing/receiving the work permits.
8 Before issuance of critical work permit, the Dealer must ensure that the
contractor’s authorized person has reported with valid Work order & necessary
PPEs.
9 In case the work permit is being received by Contractor’s Supervisor, authorization

letter should be issued and uploaded in the portal by the Contractor.
10 Work permits are to be issued by the concerned Dealer (non-critical) or by Field

Officer (Critical) if the promotional activities include carrying out works on fitting/
fixtures of RO or working at height in the RO.

16
11 CNG/CBG/LNG Works - For all non-routine works, work permits shall be issued to
the authorised representative of the respective CGD company. In case of Critical
works, Work Permit shall be issued by DO Engineer to Dealer who in turn will issue
the permit to the authorized representative of CGD company.
12 Depending upon the nature of works, work permit for works related to EV charging
facility shall be issued by DO Engineer/ Dealer.
13 Work Permits for works pertaining to Auto-LPG shall be issued in line with the
guidelines issued by LPG department, enclosed as Annexure -A.
14 While issuing work permit for critical works, DO engineer shall specify the validity
of the work permit and shall also specify the working time during which the work
can be executed at the Retail Outlet. The dealer should ensure that the work is
carried out only during the specified working time.
15 On issuance of Critical work permit, alert mail shall be auto- generated to State
Retail Head, State Engineering Head, DRSH & Engineer in Charge in addition to
the existing mailing list. In case of non-critical work permit, alert mail shall be
auto- generated to respective field officer & DO Manager in addition to the existing
mailing list.
16 In case, RDB/SDMS portal is not working, manual Work Permit for Critical works
(upto 15 days) shall be issued by the concerned DRSH after obtaining approval
from State Retail Head.
The revised list of non-routine activities requiring issuance of work permits along
17
with the classification as critical/non-critical is enclosed as Annexure-B. This list
supersedes the list of works identified in the previous guidelines/circulars.
18 The revised checklist for critical & non-critical work permits is enclosed as
Annexure-C.
19 For any critical work at a B-site RO being undertaken by IOCL (Tanks, STP, DUs,
Canopy, RVI), the work permit shall be issued by the concerned DO Engineer.
20 Any other critical work at a B-site RO being undertaken by Dealer would require
issuance of work permit by the concerned Field Officer.
21 Manual work permit (upto 15 days) covering provisions of construction safety

shall be issued by DO Engineer to TPI agency / contractor for works being
executed at new Retail outlets (yet to be commissioned).

16
Annexure- B
Revised list of non-routine activities requiring issuance of work

permits along with the classification as critical/non-critical
No WORK DESCRIPTION TYPE

Repair / rework / Opening of tank manhole cover / cleaning on the
1 Critical
tanks (Entry inside tank strictly prohibited)
2 Installation of a tank/DU/Pipeline Critical
3 Tank Removal/ Decommissioning Critical
4 Repair/ rework/ dismantling on product pipeline work Critical
Maintenance of DU / STP involving direct contact with product/
5 Critical
product Vapour
Submersible Type Pump (STP) removal /Installation. Top mounted pump
6 Critical
opening and repairing
7 Installation of CNG/CBG/LNG equipments including pipeline works Critical
8 M&R works involving CNG/CBG/LNG equipments and associated pipelines Critical
9 Maintenance activity on ATG fitted on tank manhole Critical
All activities capable of producing a spark inside a hazardous area* of
10 Critical
Tank, DU, Vent pipes and fill pipes.
11 Any work involving direct contact with product/product vapour Critical
Hot work including but not limited to welding / grinding / gas cutting/
12 Critical
grindingby machine
All works resulting in degassing/free venting of MS/ HSD/ LPG/ CNG/
13 Critical
CBG
14 Access into a canopy cavity, canopy roof. Critical
Installation/ Dismantling of RVI elements, Repair/replacement of RVI ele-
15 Critical
ments involving hot work
16 Dismantling/Erection of canopy/High mast tower/Yard light Critical
17 Any work at> 2-meter height Critical
18 Excavation exceeding 1 meter depth Critical
Non-routine maintenance /replacement / electrical work within
19 Critical
hazardous area (for Tank, DU, Vent pipes and fill pipes, etc.)
20 Oil interceptor cleaning, where entry into the interceptor is required Critical
21 Pneumatic/ Hydrostatic pressure testing Critical
23 RCC/ PCC cutting in hazardous area* Critical
Setting up of temporary equipment including product recovery equipment e.g.
24 Critical
Compressor, water blasting equipment etc.

16
Annexure- B
No WORK DESCRIPTION TYPE
Use of non-intrinsically safe / non FLP electrical and electronic instruments
25 Critical
inside hazardous area* (for Tank, DU, Vent pipes and fill pipes, etc.)
Water Removal from Under Ground product Tank using hand pumps
26 Critical
without opening manhole cover.
Any promotional/NFR activity in forecourt area involving working on canopy,
27 yard light pole and other facilities in the Retail outlet not Non-Critical
capable of producing spark
28 Any other Civil work at Retail Outlet Non-Critical
Electrical switch Board work, Testing of electrical equipments, cables,
29 Non-Critical
Earth pits, earthing continuity, Battery bank etc.
30 Excavation inside Retail Outlet up to 1 meter depth Non-Critical
31 Forecourt surface repair. Non-Critical
32 M&R works in buildings/boundary wall Non-Critical
Operation of all electrical and electronic instruments inside hazardous
33 Non-Critical
area* which are certified intrinsically safe
34 Maintenance of Remote operated valves Non-Critical
35 Maintenance works involving Retail Visual Identity (RVI) elements Non-Critical
Testing activities of equipment like
i) Safety Relief valve (SRV)
ii) Thermal Safety Valves (TSV)
iii) LPG Hoses
iv) Breakaway coupling of DU
36 v) IR value of Cables Non-Critical
vi) Earth pit resistance
vii) Cathodic Protection system
vii) Motor IR value
viii) Electric relay testing
ix) LPG dispenser calibration
Hazardous area* - shall be deemed, if inflammable gas or vapours are expected to be

continuously present in the area; or if inflammable gases or vapours are likely to be present
in the area under normal operating conditions; or if inflammable gases or vapours are likely
to be present in the area only under abnormal operating conditions or failure or rupture of an
equipment.

16
Annexure- C
Revised checklist for critical & non-critical work permits
No CHECKPOINT Applicable for

Both Critical &
1 Equipment/ Work Area inspected Yes Mandatory
Non-Critical
Surrounding area checked, cleaned, and cov- Both Critical &
2 Yes Mandatory
ered Non-Critical
Equipment electrically isolated and Both Critical &
3
tagged Non-Critical
3.1 Dispensing Unit Yes/NA
3.2 DG Set Yes/NA
3.3 RVI Elements (Monolith, Fascia & Spreaders) Yes/NA
3.4 Compressor Yes/NA
3.5 Servo Stabiliser/ CVT Yes/NA
3.6 Batteries Yes/NA
3.7 Canopy Lights/ Yard Lights Yes/NA
3.8 Other Electrical equipments Yes/NA
3.9 U/G Electrical Cables Yes/NA
Running water hose, Portable Both Critical &
4 Yes Mandatory
extinguisher & Sand Buckets provided Non-Critical
Equipment blinded / disconnected / Both Critical &
5
closed / isolated /wedge opened Non-Critical
5.1 U/G product Storage Tank Yes/NA
5.2 Dispensing unit Yes/NA
5.3 Product Pipeline & Vent Pipes Yes/NA
5.4 Air Compressor Yes/NA
5.5 DG Set Yes/NA
Equipment properly drained
6 Critical
/depressurised
6.2 Product Pipeline Yes/NA
6.3 Air Compressor Yes/NA
7 Equipment water flushed Critical
7.2 Product Pipeline Yes/NA

16
Annexure- C
No CHECKPOINT Applicable for

8 Equipment properly steamed /purged Critical
Water filling in tank for purging out of product
8.1 Yes/NA
vapours
8.2 Removal of water for degassing Yes/NA
9 Gas test done, found gas free Yes/NA Critical
10 Pyrophoric Iron removed / kept wet Yes/NA Critical
Critical/
11 Proper ventilation and lighting provided Yes Mandatory
Non- Critical
Standby personnel provided Both Critical &
12 Yes Mandatory
Non-Critical
Availability of standard equipment during Both Critical &
13
execution of work Non-Critical
13.1 Use of standard non sparking tools Yes/NA
Standard ladder is available and in use for
13.2 Yes/NA
working at height
Crane during installation of tank
13.3 Yes/NA
/DU/erection of canopy/Yard light poles etc.
Any other equipment required for
13.4 Yes/NA
execution of works
Usages of full body Safety harness and Both Critical &
14 Yes Mandatory
anchorage while working at height> 2 Meters Non-Critical
Presence of live U/G electrical Cables before
start of Excavation work: In the absence of
U/G cable layout, manual excavation to be Both Critical &
15 Yes/NA
undertaken if depth of excavation exceeds Non -Critical
1 meter except excavation for installation of
U/G product tanks, canopy & sales Building.
Equipment properly secured during erection/
16 Yes/NA Critical
installation: Qualified rigger to be used.
Work does not involve direct contact with
17 Yes Mandatory Non-Critical
product/product vapours
Work does not involve any activity
18 capable of producing spark in hazardous Yes Mandatory Non-Critical
area* Surface must be kept wet.
Work not being executed beyond 2-meter
19 Yes Mandatory Non-Critical
height

CHAPTER Automation
17
SOPs for Dealers
What are the Standard Operating Procedures (SOPs) to
be followed by the dealers related to Automation?
01 Dealer should not operate RO in manual mode without authorization from the competent
authority. Operation of RO without Automation without proper authorization may result in
MDG violation.
02 ATG should not be switched off or made non operational without authorization from the
competent authority.
03 Dealer should take care that no component of automation system is made
dysfunctional, partly or fully, without authorization from competent authority.
04 Providing Connectivity, Ensure its working.
05 BOS PC should be used only for automation purposes. No external software should be
loaded in the BOS PC.
06 Dealer should administer the password security for self User and his RO staff for
Automation application. Strictly avoid access through IOCL or Admin passwords.
07 Proper furniture (table , chair, etc.) for
placing computer, printer etc., must be provided by the Dealer. Under no circumstances
should PC, Printer etc., be placed over UPS.
08 UPS, FCC, ATG Console,3G Router/ BB Modem SDWAN Unit, UPS and the BOS should be
always in Powered ON condition including during the non-working hours of the Retail
Outlet. Internet connection should never be disconnected from Automation.
09 Ensure Proper Internet Connectivity. Proper FLT (First Level Testing) is to be done while
logging complaints. During the FLT process, Status of UPS and SDWAN LAN Cable to be
updated by the Dealer. After resolution of the complaint, vendor will mark the complaints
as closed. The information on closure of complaints will be sent to the Dealer by SMS/
email. Dealer can reopen the closed complaint within 24 hours.
10 Any alarm of UPS to be acknowledged and attended to on TOP PRIORITY by following up
with the Vendor and if required immediately with the Field Offi cer.
11 Proper backup power supply (DG set power or Solar Power ) should be made available to
keep Automation running 24X7.
12 Excellent Housekeeping Standards.
13 Logging of complaint in eRACTS if any M&R issue is noticed in Automation system.
14 No Self Repairs / Outside Repairs.
15 Dealer should allow only OEM or Automation vendor to attend the automation complaint,
after due verification of credentials. Dealer should also ensure that all installation,
commissioning and maintenance work is undertaken after issuance & acknowledgement
of Work Permit. Proper Service Reports should be demanded on every visit.

CHAPTER Automation
17
15 If Automation Vendor reports some IOCL Deliverable, same to be intimated to concerned
Field Officer along with lodging of relevant e-CTS complaint.
16 Daily Check that all DUs / Tanks are working online and data is being pushed to server on
regular basis. Dealer should check that DU Totalizer reading being captured in Automation
match with readings as per DU printout.
Dealer should ensure that the Retail Selling prices are updated automatically in FCC
through IOCL server. In case rates are updated manually in case of connectivity
breakdown, dealer to ensure that the rates are correct in terms of their value as applicable,
valid from (i.e 06:00:00 hrs) and valid upto (i.e. 05:59:59 of next day). No attempt should
be made to overwrite the prices auto updated by server Sales from nozzles to customers
should be started only after ensuring correct prices in DUs.
17 Cross Check Automation Dips with Manual Dips & observed density (at 15 Degree) with
the density being shown by probes at 15 degree. Lodge complaints in case of any M&R
issue.
18 Daily Testing to be pre-marked in FCC and the fuel should be poured back after testing.
19 Entry of Tank Truck receipts in BOS should be ensured within 6 hrs of tanker receipt. Each
delivery created by ATG system should be mapped with corresponding chamber(s), which
have been decanted in the underground tank. Sales from nozzles should be stopped be-
fore start of TT decantation. Ensure that tank wise morning density, Chamber wise ob-
served density of tank truck and Post decantation density of underground tank after every
unloaded TT are also updated in Automation system on prompt basis.
Part decantation of any chamber is not to be done. To avoid this, dealer should ensure
suffi cient ullage in underground tank before start of unloading.
20 In the event of any difficulty in Tank Receipt entry, divisional offi ce/Field offi cer should be
contacted.
21 No decantation / entry of TT should be done between 23:30 to 00:30 Hrs as it may inter-
fere with Auto Shift closure process at 23:58 hrs.
22 All payments should necessarily be processed through ITPS POS, and input of customer
phone number will ensure automatic issuance of e-Receipt.
23 Acknowledge and take corrective Action for Alarms generated. Dealer should ensure that
communication between ATG and FCC is always on.
24 Dealer should ensure that date and time in each DU & FCC are in sync and are matching
with Indian Standard time.
25 Dealer to ensure that complaints are logged in e-RACTS (for Automation related issues)
and e-CTS (for DU related issues) proactively in case of any faults observed in the
functioning of DU or Automation system.
26 Dealer to ensure that all transactions from Dispensing Units is done on preset mode only.
27 In case of connectivity issues where SDWAN is installed, the Dealer should immediately
raise the issue to concerned FO for immediate resolution.
28 The RO Automation should not be switched off at any time.

CHAPTER Automation
17
Retail Automation & Interlocks
Media Controller
RFID Reader DU Monolith
Remote Monitoring
Internet
Monitor FCC
ATG
ITPS
CMS
Components of Automation
ATG
SI Other
(System Integration
devices
–DU Integration)

CHAPTER Automation
17
Retail Automation & Interlocks
Single point ownership of
the Solution.
Minimizing the breakdown

of RO Automation system.
Flexibility of the system –

BENEFITS system according to any
business requirement.
Responsibility of the
Automation vendors of
data push.
Integration of additional
facilities (DU/Tank) without
any additional cost to IOCL.
OPEX Model
Additional Facilities envisaged under this project:
DU Earth Monitoring System - DU Earth Monitoring system on IoT based setup for
monitoring earthing resistance, earth leakage current, Neutral to Earth voltage &
open earth connection continuously.
LUX Level Sensor – Installation of sensors at multiple locations to capture Lux Level.
Hardware Upgradation – Compact Power Backup & Conditioning unit.
Integration of all peripheral devices like VRS, DG Set/Electrical Panel and Digital Air
Gauge.

CHAPTER Automation
17
CMS-Price Push
Alarms
Device Name Nature of Alarm
ATG ATG Product High
ATG Water Level High
ATG Low Product Level
ATG ATG Struck
ATG ATG Equipment Communication Failure
ATG ATG Console Communication Failure
ATG Product Receipt in Tank in progress
ATG Leak Detection Alarm
DU Pump Communication Failure
DU Preset Validation against actual delivered quantity

CHAPTER Automation
17
CMS-Price Push
Device Name Nature of Alarm
Connectivity No connection to CMS Server
Connectivity No connection to Loyalty Server
Connectivity No connection to ITPS Server
Connectivity No connection to Vendor’s server
UPS Mains Failure
UPS Voltage input High
UPS Voltage input Low
UPS Frequency input High
UPS Frequency input Low
UPS Battery Low Voltage
UPS Battery High voltage
UPS Over Temperature
UPS Overload
UPS Charging Failure
UPS Changeover failure
UPS Fan Failure
SPD SPD Failure Alarm
Difference between ATG reading and SAP invoice quantity is

ATG
beyond ± 4% of tank capacity
Five Basic Reports
Tank Nozzle Integration
Tank & Nozzle Sales Comparison
RO Interlock Flag Status
Field Officer’s Insp Report (FOIR)
Daily Sales Report (DSR)

CHAPTER Automation
17
Process to Installation
Civil & Electrical

Jobs Power On
Material supply
3 4
2 5
PO Placement SAT
1 6
RO readiness Process to 7 CAMC

installation
CMS-Price Push
VSAT Broadband SDWAN

CHAPTER Automation
17
Features of Automation
Monitoring RO data
Real time data transfer
Wet stock analysis

through Vishleshan
Interlocks management
Auto indenting as per

‘about to go dry’
Auto complain generation
and closure in eRACTS
ATR leads for any
irregularities
Product reconciliation
Ensure Q&Q
Auto indenting
Auto price push on

daily basis
Trigger SMS to
customers after refueling
Vishleshan analytics
Business transparency
Loyalty programs
Integration with ITPS &

IoT enabled equipment

CHAPTER Automation
17
Interlocks
Logic & Description of Interlocks
Sr
Interlock Blocking Unblocking Unblocking Authority
No
RO will be blocked in
case any DU OTP Event
Auto-unblocking once the
Pending DU OTP is pending for Updation
1 details are updated by Auto-Unblocking
Event of reason and relevant
Dealer in eLedger
documents for more than 7
days by dealer
RO will be blocked if any Auto-Unblocking once the
PendingElectrical Electrical Audit Compliance point is complied by the
2 Auto-Unblocking
Audit Compliance Point is pending for more dealer and the same is
than 120 days. updated in eLedger.
RO will be blocked if any Auto-Unblocking once the
Pending Safety
Safety Inspection Point is point is complied by the
3 Inspection Auto-Unblocking
pending for more than 120 dealer and the same is
Compliance
days. updated in eLedger.
RO supplies will be blocked,
Pending Dealer if DAR for the FY Auto-unblock once DAR is
4 Annual Return (for which the DAR has to submitted by dealer. Auto-Unblocking
Submission be submitted) is not
submitted.
In case of ATG Equipment
Once ATG communication
communication failure and
and ATG console Auto-Unblocking
ATG console
ATG equipment communication is restored / Interlock Disabled
communication failure for
5 communication or interlock is disabled, Approving authority:
a continuous period of 180
failure then the connected DRH – 7 days,
seconds, the connected
DU / Nozzles shall get SRH – Upto 30 days
DU / nozzles will be locked
unblocked.
by the Automation system.
NPND functionality is
available in Automation
Delivery shall commence
Software. Nozzle Delivery Auto-Unblocking
No Print No Delivery for next transaction when
6 shall not commence for (Currently kept in
(NPND) print out is taken for the
next transaction if print Disabled Mode)
last transaction.
out is not taken for the last
transaction.
In case a delivery is
detected in system and
Interlock will be
invoice entry is not done
automatically removed
7 TT Receipt Interlock within 6 hours from the Auto-Unblocking
once the invoice entry is
time of completion of TT
done.
receipt, nozzles connected
to the tank will be blocked.

CHAPTER Automation
17
Interlocks
Sr
No
If the High-Water Level
Alarm (at water level of 50 Interlock will be
Water Level High mm irrespective of Tank automatically removed
8 Auto-Unblocking
Interlock capacity) is generated by once the water level comes
ATG, nozzles connected to below interlock level.
the tank will be blocked.
When the tanks product
goes below low level (350
Interlock will be
mm for STP DUs and 200
Tank Product Level automatically removed
9 mm for Suction type DU, Auto-Unblocking
Low Interlock once the product level goes
configurable), nozzles
above interlock level.
connected to the tank will
be blocked.
Respective Nozzles will be
blocked if Testing of the
Nozzle has not been done Interlock will be
Nozzle Testing Auto-Unblocking
10 for 5Ltr by10:00 AM. automatically removed
Interlock
(configured till 5:00 PM once the testing is done.
for ROs with more than 30
Nozzles).
In case there is difference
between Preset and Actual The interlock will be Upon dealer
Preset Vs Actual delivery, interlock will be disabled upon acknowledgement at
11 activated, and nozzle will
Delivery Interlock be blocked and a message acknowledgement by FCC
will pop up for at least 10 dealer.
minutes on BOS.
Nozzles will be unblocked
During TT decantation, the Auto-Unblocking after
once TT decantation is
nozzles connected to the product is settled
TT Decantation completed and the product
12 tank will be blocked for any (approx. 5-10 minutes
Interlock gets settled (approx. 5-10
fueling transaction. after decantation).
minutes after completion of
decantation)
Auto-unblocking if data
is received from FCC or
RO will be blocked in case Approval is taken by dealer Auto-Unblocking /
RO not
data from FCC is not for non-communication Approving authority:
13 communicating due
received at IRAS for last 48 because of connectivity DRH – 7 days,
to connectivity issue
hours. issue of RO through SRH – Upto 30 days
eLedger as per the
protocol.

CHAPTER Automation
17
Interlocks
Sr
No
Supply will be unblocked
Auto-Unblocking /
once RO starts
The supply of 2nd load of Approval for Manual
communicating to IRAS
New RO not new RO will be blocked if Mode operation is
14 or Approval is taken by
Automated the RO has not sent data to taken. Approving
dealer for operation of RO
IRAS post commissioning. authority: SRH – Upto
in Manual Mode as per the
90 days
protocol for max 90 days
Auto-unblocking once DU is
Auto-Unblocking /
brought under Automation
RO to be blocked if DU Approval for Manual
OR Approval is taken by
New DU Not Calibration OTP is received Mode operation is
15 dealer for operation of DU
Automated for any DU which is not taken. Approving
in Manual Mode through
available in Automation. authority: SRH – Upto
e-Ledger as per the
30 days
protocol.
Auto-unblocking when DU/
Tank starts communicating
again. OR Approval is taken
for operation of DU/Tank
RO will be blocked if any
in Manual Mode through
DU/Tank has not
e-Ledger by dealer as per Auto-Unblocking /
communicated in last 24
the protocol. OR Approval for Manual
hours and there is no
DU/Tank operation in Complaints pertaining Mode operation is
16 pending e-RACTS
Manual Mode to the non-communicat- taken. Approving
complaint / pending e-CTS
ing DU/Tank is lodged in authority: DRH – 7 days,
complaint/Manual Mode
eRACTS/eCTS. MDG Event SRH – Upto 30 days
Approval for the particular
will be triggered in case
DU/Tank.
Sales as per Totalizer is
observed without approval
for operation in manual
mode.
RO will be blocked if daily
Stock Data Not
Closing Stock data is not
Received for RO
received in RDB through Auto-unblocking once
17 in manual mode Auto-Unblocking
Automation or Manual Stock data is received.
or communication
Updation through eledger
failure.
or dealer mobile app.
Temporary Unblocking can
Nozzles will be blocked
be done based on the ATR
Blocking based on based on certain types of Unblocking after
18 through Vishleshan. Final
Vishleshan Leads Vishleshan leads as per closure of the lead.
Unblocking after closure of
protocol document.
the lead.

CHAPTER Automation
17
Interlocks
Sr
No
UNDER IMPLEMENTATION
Auto-unblocking, if Valid
Sales from all Nozzles of Auto-Unblocking /
Stamping Details are up-
a Product to be blocked in Approval is taken from
dated. OR Approval is taken
19 Expired Calibration case Stamping Validity has DRSM for operation of
from concern DRSM for
expired for all the Nozzles DUs without Calibration
operation of DUs without
of that Product. for 30 days.
Calibration.
UNDER DEVELOPMENT
Invoice Details in Receipt
Record Received from RO Correct Details are updated
20 Invoice Mismatch Auto-Unblocking
Automation System is not in IRAS
as per SAP Invoice.
Auto-unblocking once Auto-Unblocking /
Sales from all Nozzles
correct RSP has been Approval is taken from
where Transactions are
21 RSP Mismatch updated. OR Approval is concern DRSM for
observed at incorrect RSP
taken from concern DRSM operation of DUs for 7
will be blocked in Real-time.
for operation of DUs. days.
Benefits of Automation
Customer
Automated Bill
Transparency
Quality & Quantity
Enhancement in Customer perception
Loyalty Rewards
Various mode of Payment

CHAPTER Automation
17
Benefits of automation
Dealer
Auto Gauging
Record of every transaction
Automated Bill Generation
Stock monitoring
Auto Indenting
Shift wise reconciliation
Auto Price change
Detection of wrong doing by CA
Enhanced Safety at RO
Manpower Planning based on Reports
Auto pop-up of SAP invoice for acknowledgement of TT Receipt
Audit Trail
IOCL
Field Officer Inspection Report Lesser mandatory inspections

Effective Customer complaint red ressal
Remote access / Live view
Targeted Promotional Activities
Brand Image of the Corporation
Loyalty Management
Enhanced Safety at RO
CRM on forecourt
Efficiency improvement

CHAPTER Automation
17
Customer Attendant Role in RO Automation
Throughout the While servicing

Start of shift checks shift checks the customers
Ensuring that DU power is Not throwing the printouts Handing over every
not switched off. on the driveway. automated bill politely
(It should be switched off to the customer.
only in case of emergency Reporting non-working of
or on specific instruction printers immediately to Ensuring automated bill
of dealer/manager.) dealer/ manager. after every transaction.
Ensuring paper roll in Knowledge of custom- Tearing off the printout

outdoor printer. er complaint redressal from the printer hatch
through automation with care.
Knowing about NPND transaction record.
option and TT receipt Checking that the print
entry / ATG interlocks. output is legible and clear.
Dealer/ Manager’s Role in RO Automation
Ensuring functioning Throughout the While servicing

automation system shift checks the customers
Ensure tanks & DUs Post TT receipts (products/ In case of any problem,
connected and in Auto mode decanted) in BOS without lodge a service to
(seen in BOS) delay automation vendor without
Ensuring power to Mark testing quantity in BOS any delay
automation system is Feed price changes in BOS Inform FO and keep him
always on without delay appraised of service call
Check printers Open & close shift daily status
Check printer paper roll stock Monitor alarms & take action Do not operate RO in manual
Ensure Modem is switched Train CAs & ensure they are mode without permission
on giving automated bills to from FO
Ensure broadband dongle is customers
connected (Phase II)
Ensure SIM cards/ broadband
is active (Phase I/II/III/IV/IV)

CHAPTER Automation
17
SOP for Dealers (1/3)
Provide Connectivity & ensure regular data

transfer and price push through automation
BOS PC to be used only for Automation purpose.

No external software should be loaded it.
Dealer must control password security of RO

Automation application for self and his RO staff.
Proper furniture (Table , Chair) for placing

Computer, Printer UPS to be provided.
PC, Printer not to be placed over UPS.
UPS, FCC, ATG Console, Router/BB Modem and the

BOS should always be in powered ON condition
(includes the non-working hrs. of the RO).
Any alarm of UPS to be acknowledged and

attended to on TOP PRIORITY . Follow up with
Vendor and Field Officer.
Need for proper backup power supply

(DG set power).
Excellent Housekeeping Standards.
Logging of proper complaint in e-RACTS.

CHAPTER Automation
17
No Self Repairs / Outside Repairs.
Do not use Automation cabinet for other purpose
Proper Service Reports & Follow up action. If Vendor

reports any IOCL deliverable same to be intimated to IOCL.
Daily Check that all DUs/Tanks and Printers are

working online.
No manual Operation without approval.
Cross Check ATG Dip reading with Manual Dip.
Daily Testing & Marking after pouring back

product in Tank.
Entry of Tank Truck receipts in the System.
No decantation/ entry of TT between

23:30 to 00:30 Hrs.
Ensure Automation Cabinet Doors are

never kept open.
Use proper paper rolls.
Acknowledge and take corrective Action on

various Alarms.

CHAPTER Automation
17
Dealer/ Manager can Utilize the System for
Stock monitoring
Generation of DSR
Monitoring nozzle sales / nozzle utilization
Observing water quantity and timely

removal of same
Shift wise reconciliation
Product wise reconciliation for

loss/gain
Tank wise reconciliation for loss/gain
Customer attendant performance
Effective customer complaint redressal

through automation transaction record
Assessment of peak hour sales /

monitoring at forecourt

CHAPTER Automation
17
Effective use of IRAS and “Good Practices”
for long life of RO Automation Hardware.
Retail Automation - Architecture
Forecourt IRAS
Internet
Sales Room
Auto Tank Gauges
At RO
Console/Barrier

CHAPTER Automation
17
Effective Use of Integrated Retail

Automation System (IRAS)
Retail Automation - Architecture
Login to IRAS from the following URL : https://spandan.indianoil.co.in/RAPHASE6

e-Ledger login credentials to be used for logging in into IRAS

CHAPTER Automation
17
Effective use of IRAS by Dealer – Set RO Code
After login, set the RO Code in IRAS using the search option.
You can either search the RO by name or by its SAP Code
Effective use of IRAS by Dealer – Set RO Code
After setting the RO. View the important parameters of the RO using the RO Snapshot
RO details
Automation
Vendor
Connectivity
Provider at RO
ITPS Status
RO Communication
status

CHAPTER Automation
17
Effective use of IRAS by Dealer – See RO Asset Masters
The dealer can view the RO Assets as per RDB in IRAS

Dealer can view the Tank Details, Nozzle Details and Products details at the RO.
Effective use of IRAS by Dealer – View Transactions
Under “Issue(ISS)”, the transactions happening at the RO can be viewed

on a real time basis in 30 minutes windows.
The transactions are captured with details of Nozzle, Tank RSP, Product,
Volume dispensed, Preset qty/volume etc.

CHAPTER Automation
17
Effective use of IRAS by Dealer – View Tank wise Stock
Stock from all tanks is captured every 30 minutes in the system.

The details are captured with details of Product Dip/Qty, Water Dip/Qty,
Tank Temperature and Tank Density (@15 dec C)
Effective use of IRAS by Dealer – View Price Data
All Retail Sales Price (RSP) is captured under IRAS > Price (PRM) tab,
User – “AUTOCMS” means, it is updated by Server. FCC date created is when
the RSP was updated in FCC by server & FCC date updated is when the RSP was
made applicable for sales.

CHAPTER Automation
17
Good Practices by Dealer for
long life of RO Automation
Good practices to ensure long life of RO Automation System
Maintain proper hygiene around the automation equipment

installed at RO Sales Room.
There should be at least 1 feet distance between the back

side of the cabinet and the wall.
Periodically check the health of the SPDs either via BOS or

physically.
Check the online changeover functionality of UPS & FCC (wherever

redundant FCC is installed) by switching off the master
equipment– this should only be done in Service Engineer’s presence.
Never repeatedly switch on & off the FCC.
Do not disable or disconnect connectivity medium of

Automation System.
VSAT Equipment should not be kept inside/above the cabi-

net meant for Automation.
Wireless equipment (nWGT) should not be in direct exposure

of the weather.
If FCC board or UPS is repeatedly damaged, do an electrical

audit of the RO.

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CHAPTER

Indian Oil Corporation Limited 1

No part of this publication may be reproduced, or stored

Designed & Developed by Retail Academy

Contents are provided from Retail Sales, Head Office

Indian Oil Corporation Limited 2

Indian Oil Corporation Limited 3

01 Glorious Facts Page 06

02 Dispensing Unit & Vapour Recovery System Page 07

03 RVI-Look Book Page 18

05 Know Your Product Page 58

07 Tank-Truck Decantation Page 93

08 Sampling Page 102

09 Inventory Management Page 105

10 Financial Management Page 109

11 Dhruva Page 111

12 Grooming Page 130

13 Customer Rights Page 135

14 Customer Service Page 137

15 Safety Page 143

16 Work Permit Page 189

Indian Oil Corporation Limited 4

17 Automation Page 197

18 ITPS Page 220

19 Digital Initiatives Page 239

20 Analytics Page 266

21 Vishleshan Page 269

22 Electronic Facility Management System Page 275

23 Non Fuel Retailing Page 285

24 Xtrarewards Page 293

25 Xtrapower Page 304

26 Co-Branded Cards Page 307

27 EV Charging Stations Page 309

28 Subsidy Policy Page 318

29 Corpus Fund Scheme Page 326

Indian Oil Corporation Limited 5

Indian Oil commissioned its 1st Retail Outlet by

Our First Retail

Memory Lane: 60’s to 70’s:

Indian Oil Corporation Limited 6

Indian Oil Corporation Limited 7

Indian Oil Corporation Limited 8

Different Dispensing Systems

Suction Type Pressure Type

Suction Type Pressure Type

Motor and Pump provided No provision of Motor and Pump

Pipe type, length, slope Pipeline length, slope and

Different Dispensing Systems

Indian Oil Corporation Limited 10

Twin piston metering unit with four chambers.

Magnetic Pulsar working on hall effect principle.

Indian Oil Corporation Limited 11

Breakaway Swivel Sight Flow Indicator Hose Pipe

Electronic Cards in family integrity

Control Card Display

Data Data Data

Data Handling in Dispensing Units

KEYPAD DISPLAY ECAL

Indian Oil Corporation Limited 13

One Time Password (OTP) – Process Flow

1 MPDs with STPs

2 Electronic Dual DUs

All ROs not considered above.