Service Guidebook

Our Service Philosophy: We aspire to create an enriching fuelling experience at our retail outlets for our customers through service excellence, and act upon customer inputs to serve them better every day.


Our Service Standards

We are committed to providing a holistic ecosystem for our customers by creating a seamless experience at our outlets. We differentiate ourselves on superior technical standards and unparalleled customer value. We have established the following standards for customer service across our retail outlets:

Process Standards

  • Round the clock product availability
  • Quick electronic billing for every transaction
  • Minimum wait time for our high-speed dispensers
  • Automated system to ensure exact quantity & quality
People Standards

  • Knowledgeable staff
  • Friendly and courteous behavior
  • Well-groomed and clean attendants
Infrastructural Standards

  • Easy traffic movement
  • Clean washrooms
  • Free air service
  • Free drinking water
An excerpt from The Economic Times endorsing our operational standards:

“Robust automation of daily fuel pricing at 100% of operational retail outlets, ensuring customers of correct and timely price implementation. Petrol pumps across the industry have been under scrutiny for meter tampering. No instances of meter tampering has been reported for any of Reliance’s petro retail outlets, indicating strong operational credibility.”

Customer Touch Points

We are committed to delivering a seamless customer experience at our fuel stations.

Reach us through one of these options and we will be glad to serve you:

  • Toll free helpline – Call us at 1800223023 – This helpline is in operation 24 x 7, and offers customer support in 4 languages – Hindi, English, Gujarati, Marathi
  • Email ID – Email us at customercare.petroleum@ril.in – your query/feedback and our service representative will call you on the number provided within 48 working hours.
  • Complaint Register – A register is available for filing complaints/feedback at each of our outlets as a mandate. Our Area Manager/Outlet supervisor will also provide you with a copy of the filed complaint/feedback as a reference, and also provide you with a resolution response within 7 working days.
  • Fuel Station – You can walk into the Sales Room area at any of our outlets and request for the Supervisor/Manager who will be happy to help you with your query. The number of the Supervisor/Manager is also displayed in the Sales Room area as a reference for any further follow up.
  • Website – Use the “Contact Me” tab on the home page, or click here.. One of our representatives will reach out to you to help you with your query within 24 working hours.
Grievance Redressal

We take our customer grievances very seriously, as it helps us in improving our services. Customers can reach us through any of the above mentioned touch points to register their grievance. We assure a response within 7 working days of receipt of any grievance, and it is our endeavour to offer a speedy and satisfactory resolution.
Click here to register your grievance.

Product Portfolio
Fuel Products

  • Motor Spirit (Petrol)
  • High Speed Diesel
  • Auto LPG
RELStar Lubricants

  • 2 Wheeler Oil
  • Diesel Engine Oil
  • Passenger Car Oil
  • Gear Oil
  • Hydraulic Oil
  • Grease
  • Coolant
Services

  • Transconnect
  • Mechanic Loyalty Program
  • Transhelp 24
Our Quality Standards:

It is our endeavour to offer the highest quality of service to our customers.

Enablers:
  • A PAN India Retail outlet network which is centrally connected through a Retail Automation software.
  • All our transactions at the fuel stations are system authorized and recorded.
  • Automated billing for customers from Point of Sales (POS)
  • Periodic calibration of all nozzles and test measures and their certificate of testing by Legal Metrology
  • Special, tamper proof, highly secure locks to secure all Tanks and Dispensing Units