F.A.

Qs
1.I have got a piece of land on Highway. Is it possible to set up a Petrol
Pump/Kerosene Dealership of HPCL?
2. How much capital investment is needed for setting up of a Petrol Pump
dealership?
3. I have got a complaint/suggestion. whom should I approach?
4. Where can I get more details about setting up of HPCL Petrol
Pump/Kerosene dealership?
5. Is any preference given to persons belonging to
defence/paramilitary/freedomfighter/SC/ST?physically handicapped/sports
person/women category?
6. How do I apply for HPCL's petrol pump/SKO-LDO dealership?
7. Can I apply for HPCL's Petrol Pump/Kerosene Dealership now?
8. I want to lodge a complaint against behaviour or service or quality/quantity
of products?
9. What are the benefits of joining the Club HP Smart1 program?
10. How is a Club HP Smart1 card different than a Credit/Debit or any other
card in the market?
11. How does the Club HP Smart1 program compare with similar programs?
12. How do I load, re-load my Smart Card?
13. Can I pay through cheque for loading/re-loading my Club HP Smart1 card?
14. Can I load money on Club HP Smart1 by using my credit or debit card?
15. Do I get Smartmiles added to my account with retrospective effect (i.e. on
past purchases without Club HP Smart1)?
16. How can I redeem Smartmiles?
17. Can I get my load money refunded in cash?
18. What should I do if I lose my Club HP Smart1 Card?
19. What should I do if I report the loss of Club HP Smart1 Card and find my
Card again?
20. What should I do if my Club HP Smart1 Card gets blocked?
21. How do I inform any change in address, telephone no. etc.?
1. I have got a piece of land on Highway. Is it possible to set
up a Petrol Pump/Kerosene Dealership of HPCL?
The location for setting up of dealership is decided by Oil
Companies after studying feasibility and the locations are
included in the Expansion Plan earmarking the reservation
category for each location. Thereafter, HPCL releases
advertisement for the locations identified. The candidates
meeting the eligibility criteria mentioned in the advertisement
can make application on the prescribed format. Eligible
candidates are called for interview by Selection Committee and
finalizing the dealer selection. Preference is given to the
candidates who are willing to transfer land on long-term lease
/sale to HPCL.
2. How much capital investment is needed for setting up of a
Petrol Pump dealership?
Capital investment required for setting up of a Petrol Pump
outlet varies from location to location depending on cost of
land, size of plot and facilities required to be developed to
meet the requirement of consumers in the trading area of the
outlet.
3. I have got a complaint/suggestion. whom should I
approach?
You may approach our Customer Service Cell operating at our
Retail Regional Offices across the country. Address &
telephone numbers of the Regional Offices are available on
this website.
4. Where can I get more details about setting up of HPCL
Petrol Pump/Kerosene dealership?
HPCL has got 41 Retail Regional Offices across the country.
Please contact the nearest Regional Office for any further
information on the Retail Business activities of HPCL. Click
here for addresses and Telephone Numbers of the Retail
Regional Offices.
5. Is any preference given to persons belonging to
defence/paramilitary/freedomfighter/SC/ST?physically
handicapped/sports person/women category?
As per the existing policy as advised by Ministry of Petroleum
& Natural Gas the percentage reservation for various
categories in a Marketing Plan is as under:
Scheduled 25%
Caste(SC)/Scheduled
Tribes(ST)
Physically Handicapped 5%
Persons
Paramilitary/Police/Govt. 8%
Personnel
Defence Personnel 8%
Freedom Fighters 2%
Outstanding Sports Persons 2%
Open 50%
For a location reserved for a particular category, only those
candidates who belong to that category can apply as per the
eligibility conditions defined in the advertisement released for
inviting applications.
33% locations in each category are reserved for women
belonging to that category. (In women category, preference is
given to unmarried women above 40 years of age without
earning parents and widows).

6. How do I apply for HPCL's petrol pump/SKO-LDO

dealership?
 After identifying the location for setting up retail outlet/SKO-
LDO dealership, HPCL releases advertisement in leading
newspaper (one English and one Hindi/vernacular) inviting
applications from candidates belonging to the category for
which the location is reserved. The eligibility citeria, terms &
conditions and procedures are described in the advertisement.
After scrutiny, the eligible candidates are called for interview by
a Selection Committee. Selection Committee announces name
of the selected candidate on the close of the interview.
7.Can I apply for HPCL's Petrol Pump/Kerosene Dealership
now?
Application can be made only in the prescribed format for the
locations advertised by HPCL. Completed applications have to
be submitted to the concerned Regional Office within the time
limit as stipulated in the advertisement. Unless advertisement
for a particular location is released, applications are not
accepted by HPCL.
8. I want to lodge a complaint against behaviour or service or
quality/quantity of products?
You may approach the Customer Service Cells operating at
our Retail Regional Offices across the country. Click here for
Addresses & Telephone Numbers of Retail Regional Offices.
9. What are the benefits of joining the Club HP Smart1
program?
The Club HP Smart1 program provides you a host of features
and benefits.

Control on Fuel Spend : This control helps you in planning

your fuel spend, servicing and other requirements for your
vehicle.

Quarterly Reports : A consolidated report helps you to keep

track of your spends over your vehicle and plan better.

Rewards : Earn instantly up to 5% reward points - Smartmiles

for using your Club HP Smart1 card against various purchases
at Select HPCL Retail Outlets.

Free Fuel : Redeem your earned Smartmiles at these Select

HPCL Retail Outlets for Free petrol, diesel, Power, Turbojet,
lubricants, tyres, batteries, accessories, servicing and also
groceries at select HP Speedmarts.

Instant Redemption : All reward points can be redeemed

instantly without reducing your load amount.
Convenience : No need to sign slips, No need to carry cash.
No interest or penalties for late payment as in credit cards. Use
your own money and get rewarded.

Secure : PIN number along with the card ensures only the
carrier of the Club HP Smart1 card knowing the secret PIN no.
to make a transaction. The transactions are encrypted as per
international standards.

Reliable : The Contactless Smart card ensures longer life as

there is no wear and tear while carrying a transaction and is
immune to dust, grease, oil, paints, water etc.

Exact payment: No worries to collect change.

10. How is a Club HP Smart1 card different than a Credit/Debit

or any other card in the market?
By joining the Club HP Smart1 program you get rewarded
(Smartmiles) for using your own money in a secured and
convenient way.

It also provides you quarterly reports to plan and manage your

fuel spend.

Like in a credit card there are NO late payment penalties or

interest charges.

You get better control and rewards (up to 5% reward points)

over your spend using the Club HP Smart1 card which is not
possible using a debit card.

As against other cards in the market this allows you to redeem

instantly your earned smartmiles against fuel or any other
purchases at Select HPCL Retail Outlets.
11. How does the Club HP Smart1 program compare with
similar programs?
The main features of the program are compared as follows :
12. How do I load, re-load my Smart Card?
The Smart Card has an electronic chip, which is intelligent
enough to store value and information. The amount paid by
you in cash is stored inside the chip through a terminal
available at the select HPCL retail outlet. Upon successful
confirmation of load or re-load the terminal prints a receipt
which shows the load amount as well as the balance available
in the Smart Card.
Second time onwards any value stored inside the chip is
added to the available balance inside the card and is called as
re-load.
13. Can I pay through cheque for loading/re-loading my Club
HP Smart1 card?
Payment at the participating HPCL retail outlet for new
application as well as load amount is to be made in cash only.
However, if the retail outlet is ready to accept the cheque, you
can pay through cheque payable to that retail outlet. The
decision to accept cheque is at the sole discretion of the retail
outlet.

However, while applying for a new Card through the direct

marketing agents, you should enclose a crossed cheque
payable to 'HPCL Smartcard control account' along with the
Club HP Smart1 application form. Your Card will be issued
subject to the realization of your cheque.
14. Can I load money on Club HP Smart1 by using my credit or
debit card?
Yes, you can use your credit or debit card other than HPCL co-
branded Credit or Debit Cards to load money on your Club HP
Smart1 card. However, the terms and conditions of respective
credit or debit card issuing Bank will apply viz.; levy of a
surcharge of 2.5% on the amount paid through credit or debit
card. Loading of money on Club HP Smart1 card through
HPCL co-branded Credit or Debit Cards is not permitted since
special features & additional rewards on these cards for
purchases at select HPCL retail outlets are already being
offered.
15. Do I get Smartmiles added to my account with
retrospective effect (i.e. on past purchases without Club HP
Smart1)?
No, you will earn Smartmiles only on use of your Club HP
Smart1. You will start earning the Smartmiles from the time
you enroll into the program as you get the enrolment bonus.

16. How can I redeem Smartmiles?

Present your Club HP Smart 1 Card at any participating HPCL
retail outlet. After verification of your Smartmiles accrual, the
Smartmiles redeemed by you shall be debited from your
Smartmiles account in the Card and your load money will
remain the same. Please note, you can only redeem
Smartmiles for purchase of products or servicing of vehicle at
participating HPCL retail outlets and not against cash.
17. Can I get my load money refunded in cash?
No, money once loaded on the Card can only be used for
purchases.
18. What should I do if I lose my Club HP Smart1 Card?
Contact your local Club HP Smart1 Call Centre at the earliest
to inform them about loss of the card. Your card will be hot-
listed within 48 hours. However, HPCL is not responsible for
any misuse of the card within these 48 hours.

To acquire a new Club HP Smart1 Card, you will have to fill in

a Card Replacement Application Form and submit it at any
participating HPCL retail outlet along with Rs.250/- as re-
application fee. The Card Replacement Application Form is
also available at any of the participating HPCL retail outlet.
Your available load money and Smartmiles at the time of hot
listing will be preloaded on your new card.
19. What should I do if I report the loss of Club HP Smart1
Card and find my Card again?
Return the Club HP Smart1 Card to the nearest participating
HPCL retail outlet, since the card once hot-listed, cannot not
be used again. A drop box is available there for you to drop the
Card. Please put the Card in the envelope available there and
then put it into the drop box.
20. What should I do if my Club HP Smart1 Card gets
blocked?
You get 3 chances to remember your PIN number. However,
after 3 wrong entries, the card gets blocked for security
reasons. In order to activate your card again, you will have to
submit the card along with an Application (available at
participating HPCL retail outlets).

A drop box is available there for you to submit the card and
application form. Please put the form and card in an envelope
and then put into the drop box. The unblocked card will be sent
to you directly at the address provided by you. You will receive
your activated Card back in 7 working days.
21. How do I inform any change in address, telephone no.
etc.?
Inform your local Club HP Smart1 Call Centre about change in
address or any other suggestions/complaints. Also put in a
written request into the drop box available at the participating
HPCL retail outlets. You may also send an e-mail on
smart1@hpcl.co.in.