Our products meet the fuel needs of all domestic customers in industry, transport, shipping, aviation, etc. Our products are available for retail and wholesale in both the domestic as well as international markets. All our products are strictly linked to three parameters: safety, quality and accessibility.
The core targets for improving the competitiveness of the Group’s commercial activities are to implement best operation practices for safe product management and to deliver high quality innovative products, on a competitive value for money basis offered through an extensive petrol station network with full geographic coverage in Greece.
Our products fully adhere to new advancements in engine technology and the ever-changing European legal framework.
HELLENIC PETROLEUM Group, in regards to the fundamental principle of European REACh Regulation on the effective management of the hazards of chemical substances, has aligned its activities with the provisions of the Regulation. The Group also effectively implements and promotes the European CLP Regulation on the Classification and Labeling of Chemicals. The products’ extensive Safety Data Sheets contain an annex with exposure scenarios for human health and the environment per intended use, as well as the recommended risk management measures to downstream users. The Group’s facilities implement best operational practices for safe product handling with respect to the environment.
Product quality is assured across the entire supply chain via systematic controls and at the petrol stations, any customer can assess fuel quality through a spot test kit. Hellenic Fuels & Lubricants S.A. continues its cooperation with the Fuels and Lubricants Technology Laboratory of the National Technical University of Athens for fuel quality checks at its petrol stations.
Customer complaints regarding product quality are forwarded to the Group’s responsible Quality Experts for investigation and response.
All product physicochemical analyses are conducted in accredited chemical laboratories and the implemented Quality Management System is certified.
Our goal is to gain our customers’ trust every time they fill their fuel tank and we strive to achieve this goal by consistent delivery of quality products across a reliable supply chain: from the refinery all the way to the delivery point and the customer. We apply rigorous standards to all our facilities and fuel stations to ensure safe management of our products, to reduce our environmental impact and manage our operations safely and responsibly. We aim to engage with our suppliers and business partners across the supply chain on our responsible product management practices, through a defined cooperation framework.
HELLENIC PETROLEUM Group produces and provides high quality petroleum products, petrochemicals and lubricants for various uses. We consistently strive to meet the requirements of our customers, by creating relations based on mutual trust and seeking customer satisfaction, from the product’s entry into the market until the end of its life cycle.
Responsible Product Management
A Quality Management System for Health, Safety and the Environment is implemented in all of the Group’s facilities with the aim of understanding all stakeholders’ needs and expectations, as well as for continuous improvement.
The Group has incorporated the concept of Responsible Product Management into its Management Systems – an approach to managing products’ impacts throughout their life cycle – in order to achieve the sustainability goals it has set, as well as those of its suppliers, distributors and customers.
Respecting the fundamental principle of the European REACh Regulation on the effective management of risks from chemical substances, the Hellenic Petroleum Group has aligned its activities with the provisions of the Regulation:
We cooperate with other industrial partners in the REACh Consortia as well as international organizations in order to successfully complete all the Regulation’s phases (registration, evaluation and authorization), in full adherence to European rules on competition.
If applicable, we update our registration dossiers for substances requiring revisions to chemical safety reports or/and hazard classification due to new toxicological and eco toxicological data or whenever required through decisions mandated by the European Chemicals Agency (ECHA).
Our products’ Safety Data Sheets (e-SDSs) have been updated according to REACH and CLP (Classification, Labeling and Packaging) Regulations. For our products’ safe use we apply the proposed risk management measures for human and environment exposure scenarios included in the e-SDSs annexes and we encourage downstream users to adapt the corresponding proposed measures for their purposes.
When designing new lubricants, all REACH and CLP requirements are enforced for their safe use, classification, labelling and packaging.
The Group’s facilities apply best operational practices to ensure the safe management of products with respect to the environment. This entails the implementation of strict waste management procedures at all operation stages, including storage, treatment, recycling, recovery and disposal of waste at the end of the products’ life cycle.
All products from HELLENIC PETROLEUM refineries (liquefied petroleum gas, gasoline, diesel, kerosene, fuel oil, bitumen) meet National and European Legislation requirements. According to the Group’s Quality Policy:
Detailed and continuous laboratory inspections take place at all stages of production, from receipt of raw material (crude oil) to the products’ final storage in tanks, at the certified chemical laboratories at the Group’s Industrial facilities in accordance with ISO 17025. The Group’s Industrial Facilities are certified according to ISO 9001: 2015.
At EKO’s fuel storage and distribution facilities, quality controls are continuous, at all stages of operation, from receipt of fuel from the refinery to final delivery to the customer. Chemical analyses take place at each facility’s chemical laboratory. In 2018, all EKO fuel storage and distribution facilities were certified in terms of Quality Management in accordance with ISO 9001:2015. The scope of the Quality Management System includes receipt, storage, quality control of fuel, transport and delivery to customers (petrol stations, industry, aviation, bunkering) of liquid fuels.
The company owned manager operated CALYPSO petrol stations were also certified for Quality Management in 2018, according to ISO 9001: 2015.
Therefore, at the Group, we ensure the quality of our fuel throughout the supply chain with constant quality controls at all stages.
According to consumer surveys, fuel quality is considered to be the most important supply selection criterion. Τhe ΕΚΟ Guarantee program is the first complete fuel quality and quantity control program which applies continuous checks from the refinery to the customer’s fuel tank. This program allows consumers to perform fuel quality checks via spot test kits at the petrol station. In 2018, 2,750 spot test kits were supplied to petrol stations for customer in situ fuel quality control.
Hellenic Fuels and Lubricants Industrial and Commercial S.A. (EKO) continues its collaboration with the Fuels and Lubricants Technology Laboratory of the National Technical University of Athens (NTUA) for its petrol stations’ fuel quality and quantity control. The fuel quality and quantity controls, carried out by NTUA’s mobile laboratory units, comprise part of the EKO Guarantee program. Two mobile laboratory units, operated by NTUA personnel, conduct unannounced fuel quality and quantity checks at EKO’s petrol stations. During every quality check, fuel samples are further tested in detail at NTUA’s Fuels and Lubricants Technology Laboratory. Fuel quantity measurements are conducted using certified volumetric beakers. Following the quantity check, the station’s pumps are marked for quality assurance with the EKO Guarantee seal.
For BP fuel stations, since 2011, an integrated fuels’ quality assurance system has been developed in cooperation with the NTUA. Two mobile laboratory units, which are manned with NTUA’s personnel and equipped with special equipment for on-site quality control of the fuels’ basic characteristics, visit BP petrol stations unannounced every year.
In 2018, NTUA carried out 1,156 impromptu on-site quality and quantity fuel checks at EKO and BP fuel stations. A total of 4,944 fuel samples were analyzed for quality.
Customer complaints regarding product quality are forwarded to responsible Group Quality Experts for investigation and response. All product physicochemical analyses are conducted in accredited chemical laboratories. In 2018, 250 insidents were investigated and 72 customers’ questions were addressed regarding the petrol stations’ fuel quality.
E-Gas LPG cylinders, which for years have been a part of our lives, incorporate the strictest safety standards with the guarantee of EKO’s expertise. In 2018, EKO’s LPG storage, distribution and bottling facilities were certified for Quality Management in accordance with ISO 9001: 2015. The scope of the Quality Management System includes the receipt, storage, bottling and disctribution of LPG.
In 2018, with respect to LPG fuel at petrol stations, the control and sealing of LPG pumps was also incorporated in the EKO Guarantee program.
Aviation Fuel & Lubricants Quality
The Laboratory located within EKO’s high-tech Lubricant Production Unit is equipped with state of the art technology and is distinguished for its high performance in global inter-laboratory checks. It conducts lubricant and aviation fuel quality checks. In 2018, EKO Laboratory carried out 4,516 analyses of aviation fuels. All EKO Aviation Fuel Facilities at Airports are Quality Management Certified according to ISO 9001: 2015.
EKO lubricants are produced from high-quality raw materials and designed to cover a wide range of lubricant applications, from the more simple to the most demanding ones. The quality of EKO’s lubricants is assured in all the critical stages of production with continuous controls, which certify their compliance with design specifications.
In 2018, 28,984 lubricant quality checks were conducted. The EKO Lubricant Production Unit is certified for Quality Management in accordance with ISO 9001:2015.
Biofuels Sustainability Scheme
EKO implements a certified voluntary Sustainable Biofuel Scheme. Through this particular scheme, we contribute directly to the reduction of carbon dioxide emissions (CO2) produced by passenger cars and we indirectly promote the sustainable production of agricultural raw materials.
At the HELLENIC PETROLEUM Group, we offer innovative, high quality products at a competitive price in relation to best value for money through an extensive network of petrol stations of wide geographic coverage. Furthermore, we offer our products to commercial customers, industries and resellers. Hellenic Fuels and Lubricants (EKO) has eight fuel terminals throughout Greece, and two LPG storage, distribution and bottling facilities in the prefectures of Thessaloniki and Attiki.
Through its subsidiaries, the Group is active in the markets of Greece, Cyprus, Bulgaria, Serbia, Montenegro and North Macedonia. Exports are directed to all significant markets in SE Europe. The Group’s marketing company has a strong presence in the Greek market through the EKO and BP brands.
Percentage of sales per product for each of the Group’s companies
Unleaded gasoline 95 octane
Unleaded gasoline 98 octane
Unleaded gasoline 100 octane
Μazout (fuel oil)
In Greece, the Group has a network of more than 1,700 petrol stations. The following table shows the “product composition” for 2018 in the domestic and international market, in which the Group’s subsidiaries operate.
HELLENIC FUELS AND LUBRICANTS
The Group’s marketing company, with a strong presence in the Greek market through the EKO and BP brands, is active in retail and wholesale sales. The total volume of sales is allocated as follows: Retail sales (via petrol stations) 44.01%, industrial customers 17.64%, LPG customers 1.27%, aviation fuel 12.98%, bunkering fuel 23.69% and lubricants 0.42%.
HELLENIC PETROLEUM CYPRUS
Fuel marketing company, which supplies the Cypriot market (consumers and businesses) with EKO products (fuels and lubricants). The total volume of sales is allocated as follows: 62.69% retail sales (via 94 petrol stations), 13.93% commercial and industrial customers, 5.35% LPG customers, 17.62% international customers (5.71% bunkering fuel and 11.91% aviation fuel) and 0.41% lubricants.
Its network consists of 55 petrol stations (company Owned Managed Operated) covering 6.2% of local needs, comprising 3.7% of the domestic market based on the number of petrol stations. Sales volume is allocated between wholesale at 13%, and retail sales at 87%.
Covers approximately 74% of the local fuel market in North Macedonia. In addition, due to its significant storage capacity, it operates as a safety mechanism for uninterrupted fuel supply in the markets in which it is active (mainly North Macedonia and Kosovo, and secondarily Serbia, Montenegro and Albania). Concurrently, it is a major exporter and a major employer in services related to transportation, logistics and maintenance. Through its network of 26 petrol stations, it covers 8% of the local retail market in reference to the total number of petrol stations in the country, while its market share in regards to volume of sales in retail trade stands at approximately 13%.
Its petrol station network covers 90% of the country geographically in the retail market, while the company covers 100% of the country in wholesale market. Its retail market share is 6.8% (90 petrol stations). All petrol stations are COMO type. In 2018, the first self-service petrol station was inaugurated in Sofia. The sales volume is apportioned at 30% wholesale and 70% retail.
Holds 48% of the retail market and 40% as to number of petrol stations in Montenegro. Its network numbers 41 petrol stations, three yacht service stations, one light fuel facility in Bar and two aviation fuel facilities in Tivat and Podgorica.
It is mainly active in the production and marketing of polypropylene film via the “biaxial stretching” method (BOPP FILM). 20% of the product is exported.
DIAXON by film category
The Group has a large and diverse list of supplier base comprised of over 12,000 active suppliers, for the purchase of materials, equipment or services, which includes multinational companies but also large, medium, small sized local enterprises. The Group’s suppliers are an important factor in achieving its business targets. They contribute to its Competitiveness and Sustainable Development, affecting not only its financial performance but also its relations with other stakeholders.
The main objective for the Hellenic Petroleum Group’s Procurement is to develop and maintain a large and reliable supply chain, aiming to:
optimally cover the Group’s logistics needs,
promote healthy competition and equal opportunities,
cultivate synergies and long-term relationships,
absolute transparency and meritocracy,
implement a strict ethical procurement framework,
create multiple options to ensure safe supply and minimize risks,
maintain the least amount of negative and more positive environmental, social and economic impacts,
support local communities by choosing local suppliers where possible, as this contributes to both local development and the achievement of the Group’s goals.
In order to achieve the above as well as develop a network of collaborators that apply sustainable development practices, that are at least equivalent to those of the Group, we follow a defined cooperation framework, which includes a Code of Conduct, a Procurement Regulation, policies and procedures promoting health and safety, commitment to environmental rules and responsible work practices that respect human rights, as well as a supplier evaluation procedure.
For the above reasons, our collaborators are selected and evaluated both upon inclusion in our suppliers list as well as during our cooperation with them, based not only on business criteria but also on sustainable development criteria. Furthermore, all contracts with our suppliers incorporate a “compliance condition” according to the principles of the UN Global Compact (in the areas of human rights, labour, the environment and anti-corruption).
at Petrol Stations
Mystery visitor program
Thorough inspection of services and the compliance with operation guidelines at petrol stations. Specifically, after selecting the mystery visitor, 60 points in 7 sectors of the petrol station are checked (forecourt and equipment, customer service, safety, shop, uniforms, WCs, promotional activities).
In 2018, a total of 5,054 visits were conducted in the context of the mystery visitor program. Each petrol station received between 4 to 12 visits. The findings of the visits are posted each month on an e-platform, to which all sales staff have access so as to enable monitoring of petrol station performance over time and of other indicators that are useful in further improving and developing the services provided by the network.
Lastly, petrol stations are rewarded on the basis of the mystery visitor program with a compensation equivalent to the amount expended on purchasing uniforms as well as awards for best petrol stations at the annual “Retail Championship” event (in 2018, 41 petrol stations and 27 Sales Managers were awarded prizes as “Retail Champions” from all countries for the previous year).
Market Research for better and more quality customer service
In the context of evaluating our customers’ satisfaction, in 2018, a total of 21 qualitative and quantitative market research surveys were conducted covering four main categories: 2 market studies on the significance of the EKO and BP brands, 16 studies on the performance of petrol station personnel, 2 studies regarding the success of sales promotion programs and one study regarding the need for new services and products.
"More For You" at BP petrol stations
We try to cover even more needs, not only for the vehicle but also for drivers and all passengers, by offering special services such as:
Free Wi-Fi at petrol station premises
Special hooks for securing pets and a special “pet corner” area
Special lane for easy and safe refuelling dedicated to motorcycles, riders and their particular needs
Free 12 Point Check for vehicles and motorcycles which consists of a basic visual check for (tyre pressure, lights, brakes).
EKO App for smartphones
The free EKO App allows users to be informed about products, services and offers, to find their nearest petrol stations and to order heating oil, contributing to a more dynamic and interactive relationship with customers. It also provides users the “My Garage” special section for storing useful information regarding their vehicles, with programming possibility for receiving relevant reminders such as next check/M.O.T., insurance policy renewal, etc.
Continuous 24-hour customer service
To better serve and respond to customer needs, a 24 hour customer service line is in operation, namely telephone numbers 211-1818031 for BP petrol stations and 211-1818050 for EKO petrol stations. The management of all incoming calls is handled by specially trained ICAP personnel that forward requests to the responsible employees for resolution/response.
Statistical data on calls to EKO & BP petrol station telephone lines (2018)
BP petrol stations: 578 incoming customer calls. Of these, 263 calls were forwarded to competent personnel to communicate with consumers within 24 hours in order to immediately resolve their requests.
EKO petrol stations: 6,849 incoming customer calls. Of these, 2,429 calls were forwarded to competent personnel to communicate with consumers within 24 hours in order to immediately resolve their requests.
Product advertising and promotion
All activities related to advertising and promotion of products fully comply with the code of conduct applied by the Greek Advertisers Association and the Hellenic Association of Communication Agencies (also see indicator 417-3). Marketing managers participate in training programs and seminars in order to be informed about best practices and new regulations.
Number of CALYPSO petrol stations
(95 EKO & 86 BP)
(108 EKO & 93 BP)
(119 EKO & 105 BP)
(133 EKO & 122 BP)
Average number of training man-hours per person (petrol stations’ managers, owners and employees)*