Material ESG Topic / Society


  • 26,337 quality checks
    on EKO lubricants

  • 17 market surveys

  • 90,478 qualitative analyses
    on 7,980 fuel samples and quantitative delivery accuracy checks on 7,192 fuel station pump nozzles

  • 7,037 quality checks
    on aviation fuels


HELLENiQ ENERGY produces and sells high-quality products, which meet the needs of all domestic customers in fuels for industry, transport, shipping, aviation, etc., and are available in retail and wholesale in the domestic and international markets, while fully responding to evolving engine technologies and the national and European legislative framework.

Quality and Safety of
Products and Services

The Group’s aim is to reinforce the trust of its customers in every fill up, which is achieved by applying strict operating standards in all its facilities and fuel stations and by ensuring product quality by observing the legislative provisions and the demands of its customers. It carries out continuous quality controls throughout the supply chain, from the refinery to the point of delivery to the customers, with the aim of addressing their needs.

The Group respects the legislative framework and complies with all European Regulations on chemical safety (e.g., REACH, CLP). Fully aware of the importance of the impact that nonconformities or poor-quality products can have, it addresses the issue with due responsibility and it conducts all physicochemical analyses of products in accredited chemical laboratories, while implementing certified Quality Management Systems in all its product-related activities.

Product Quality

All products of the refineries of HELLENiQ ENERGY (LPG, gasoline, petrol, kerosene, mazut, bitumen) meet the specifications of the National and European Legislation. In accordance with the Group’s Quality Policy:

  • Detailed and continuous laboratory controls at all stages of production, from the receipt of the raw material to the final storage of the products in the tanks, take place in the ISO17025:2017 certified chemical laboratories of the Group’s industrial facilities. The Group’s industrial facilities are certified as to Quality Assurance according to ISO9001:2015.
  • At EKO’s fuel storage and handling facilities, quality controls are continuous at all stages of operation, from the receipt of fuel from the refinery to delivery to the customer. Chemical analyses are carried out in the chemistry department of each facility to validate and ensure product quality. All EKO’s fuel storage and handling facilities are certified for Quality Management in accordance with ISO9001:2015. The scope of the Quality Management System includes the receipt, storage, quality control, handling and delivery to customers (fuel stations, industry, aviation, shipping) of liquid fuels.
  • The self-managed KALYPSO fuel stations are also certified for Quality Management according to ISO9001:2015.

Therefore, for the release of the Group’s products, evidence of compliance with the specified acceptance criteria is maintained. The release of products to the customer is not executed until the compliance of the product is verified, through audits, at all stages of the supply chain.

According to consumer surveys, fuel quality is considered to be the most important criterion for the choice of fuel supply. The EKO GUARANTEE program is the first comprehensive program to control fuel quality and quantity through continuous checks, from the refinery to the final consumer.

EKO SA cooperates with the Laboratory of Fuel and Lubricant Technology of the NTUA, for the qualitative and quantitative control of the fuels in stations, with four Mobile Laboratory Units owned by EKO. The mobile laboratory units, staffed with NTUA analysts, carry out unannounced on-site qualitative and quantitative checks at EKO and bp fuel stations, from which fuel samples are taken to be further tested at the NTUA Fuel and Lubricants Technology Laboratory. Quantitative fuel measurements are carried out with certified volumetric containers. The quantitative check is followed by sealing the service station pumps with a quality assurance tape.

In 2022, EKO SA in cooperation with NTUA carried out a total of 90,478 quality analyses on 7,980 fuel service samples and quantitative delivery accuracy checks on 7,192 fuel station pump nozzles.

Similarly, under the EKO GUARANTEE program, in 2022, OKTA, in cooperation with the School of Mechanical Engineering and an accredited laboratory, it carried out in total 162 quality analyses on fuel service samples and quantitative delivery accuracy checks on 740 fuel station pump nozzles.

EKO’s competent organisational units are informed of the results of the above analyses and tests and, based on the Group’s procedures, carry on with the appropriate corrective actions, if deemed necessary. EKO has also established and implements processes with regard to the management of customer complaints to ensure that all complaints reported are:

  • Registered and forwarded to the relevant Group experts.
  • Assessed for severity, safety, complexity, impact and the need for immediate corrective action.
  • Investigated to identify the root cause.
  • Resolved, with the aim of better responding to the customer’s request followed by informing the customer on the problem’s solution.
  • Documented in relevant records.
  • Reviewed in order to draw conclusions leading to appropriate preventive and corrective actions.

The complaints reported are used to collect information so that they can be utilised for the continuous improvement of the quality of the products and services provided, as well as for the evaluation and improvement of the processes of the Quality Management System that EKO applies in all its activities.

In 2022, a total of 262 reports related to possible quality discrepancies were investigated. 251 were related to fuels. As part of the investigations on the reports, 1,528 fuel samples were analysed and 5,963 physico-chemical analyses were carried out in accredited chemical laboratories. The percentage of off-specification fuel samples was 9.3%. As part of HELLENiQ ENERGY’s response to such an important issue as fuel quality, all the required corrective actions were implemented immediately. No significant noncompliances were recorded.

Quality in LPG

E-Gas LPG cylinders incorporate the strictest safety standards with the guarantee of EKO’s expertise. EKO has launched the new E-Gas Easy LPG cylinder, weighing 7.5 kg, which is ideal for use in barbeque and household stoves. EKO’s LPG storage, handling and bottling facilities are certified for Quality Management in accordance with ISO9001:2015. The scope of the Quality Management System includes the collection, storage, bottling and distribution of LPG. LPG has been included in the EKO GUARANTEE program, which also involves the inspection and sealing of LPG pumps at the fuel stations.

Aviation Fuel and Lubricant Quality

EKO supplies JET Aviation Fuels of two civil and military aviation specifications (JET-A1 & JP-8) to 23 airports in the Greek territory. In most cases the main product is JET-A1, which complies with the latest Aviation Fuel Quality Requirements for Jointly Operated Systems (AFQRJOS) of the Joint Inspection Group (JIG). These requirements include the more stringent specifications of Defence Standard 91/91 and ASTM D-1655. JET fuels are specialized products produced under strict and controlled specifications and procedures. All EKO’s Aircraft Refuelling Stations are certified for Quality Management in accordance with ISO9001:2015.

EKO lubricants are produced from high quality raw materials and cover a wide range of lubrication applications, from the simplest to the most demanding ones. The quality of EKO lubricants is ensured at all critical stages of production, with continuous controls that certify the lubricants’ compliance with design specifications. EKO’s Lubricants Production Unit implements a certified Quality Management System, in accordance with ISO9001:2015.

EKO’s Chemistry Department at the Skaramanga facility is equipped with state-of-the-art equipment and is distinguished by its high performance in international interlaboratory tests. It carries out quality control of aviation fuels and lubricants. In 2022, 7,037 aviation fuels analyses and 26,337 lubricant analyses were carried out at EKO’s Chemistry Department.

Responsible Product Management

HELLENiQ ENERGY applies best operating practices for the safe handling of products, with respect for the environment. This entails the application of strict waste management procedures in all phases of operation, covering storage, processing, recycling, recovery and disposal of waste at the end of the product life cycle.

A certified Quality, Occupational Health & Safety, Environmental and Energy Management System is implemented at all HELLENIQ ENERGY production, storage and handling facilities, in order to achieve high performance on essential quality, health, safety and environmental issues for all stakeholders.

The Group has integrated the concept of Responsible Product Management – an approach to managing the impact of products throughout their life cycle – into its Management Systems to reduce potential risks for humans and the environment and to maximise benefits from the use of each product. In this respect:

  • Technical information is provided and only authorised products for authorised uses are placed on the market.
  • Only responsible and correct use of the products is supported, in accordance with their comprehensive Safety Data Sheets.
  • Product handling instructions are taken into account and recommended to customers to be followed, and all products are monitored in their use by end-users for any problems encountered, in order to identify any need for changes.
  • Reliable partners are sought who manage the Group’s products in the same responsible and ethical manner.

Respecting the fundamental principle of the European REACH /CLP Regulations for the protection of humans and the environment, with strict adherence to the criteria for the effective management of chemicals, the Group has aligned its activities with the requirements of the Regulations:

  • It cooperates with other industrial partners in the REACH Consortia and international organisations for the successful completion of all phases of the REACH Regulation (registration, evaluation, authorisation) with strict adherence to the European competition rules.
  • It carries out reviews of registration dossiers in accordance with Article 22 of REACH and EU Regulation 2020/1435 or if required through decisions of the European Chemicals Agency (ECHA).
  • The product Safety Data Sheets (SDS) are always up-to-date, in full compliance with the REACH and CLP Regulations. For the safe use of products, the risk management measures included in the human and environmental exposure scenarios in the annexes of the SDS are implemented, encouraging downstream users to apply the corresponding proposed measures for their own uses.
  • It complies with the obligation in Annex VIII of the CLP Regulation on the reporting of aligned information relating to the response to health emergencies used by the poison control centres of the EU-27 countries where the products are placed on the market.
Customer Service at Fuel Stations

With a particular emphasis on providing a positive customer experience at the fuel stations, HELLENiQ ENERGY, through its subsidiary EKO SA, has put in place a number of programs and initiatives to better serve its customers and respond to their needs. More specifically, the following actions are in place:

  • Secret Visitor Program: The program aims to thoroughly check the services provided, the service at the fuel station and compliance with the operation specifications in real-life conditions. The secret visitors check 60 points in 7 areas of the service station (forecourt and equipment, service, security, shop, uniforms, toilets, promotional activities). In 2022, in Greece, a total of 5,158 visits to fuel stations were carried out. Each fuel station received a visit from the secret visitor 4 to 12 times per year. The results of the visits are posted monthly on an electronic platform, which is accessible to all sales executives, so that it is possible to monitor the progress made by each fuel station over time, as well as various other indicators useful for the improvement and development of the network’s services, aiming at improved customer service and better response to customer expectations.
  • Market surveys for upgrading customer service: In order to evaluate the Group’s customers satisfaction, a total of 17 qualitative and quantitative market surveys were conducted in 2022: 1 market survey on the importance of the EKO and bp brands and on the development and design of new products and 16 surveys on the performance of employees at fuel stations.
  • “ Everyday, brighter” at bp fuel stations: True to our “Everyday, brighter” strategy, we continuously invest in the continuous improvement of consumer experience at the service station and in upgrading it to a pleasant experience, highlighting the consumer’s brightest moments in every contact with the services provided. This is achieved through well-lit Bright Green Beacon fuel stations, easy access, cleanliness in all areas of the station, exemplary service from employees, excellent fuel quality, safety during refuelling and transactions, as well as the provision of additional special services such as:
    • Free Wi-Fi in the shop area,
    • Special pet storage hook and a special “pet corner” area,
    • Free 12-point check for cars and motorcycles, including a full visual inspection of key points (tyre pressure, light operation, brakes),
    • Contactless payments via the mybp app.

    The official sponsorships of bp worldwide with the BWT Alpine F1® Team and the Premier League also enhance the consumer experience. Through major competitions that take place, consumers have the opportunity to win entry to unique experiences, such as experiencing the thrill of a Formula 1 Grand Prix or a Premier League match. Through these experiences, consumers gain a strong connection with the bp brand, and understand both the quality of our products and the catalytic effect they have on such major events.

  • ΕΚΟ Smile reward program: In 2022, EKO created the new “EKO Smile” Reward Program with the aim of directly benefiting EKO customers in in their daily transactions, the high quality and fast service, as well as the creation of a personalized transaction experience. EKO Smile is a program that interacts with its members through different communication channels, the main one being the EKO Smile App, in order to provide timely and targeted information on the news and offers of the program. EKO customers can pay contactlessly by scanning their receipt, automatically receive Smile points, make online purchases with free delivery, transfer Smile points, offer Smile points to social actions, redeem Smile points online for gift vouchers, view their transaction history and participate in unique experiences. At the same time, through the EKO Smile loyalty platform, EKO gains a better understanding of consumers and their needs, having the ability to communicate and respond to them in a personalized way, reshaping its strategy where necessary, through targeted actions across the entire range of EKO products, both existing and future products. Finally, the program favours the strengthening of EKO’s relations with its partners, through the provision of tools to increase their sales, while overall it contributes positively to the increase of EKO’s overall market share.
  • mybp app: mybp app enables the user to purchase fuel at selected fuel stations using a credit/debit card and fleet card. Also, the user can be informed about products, services and offers, the nearest service stations, as well as take part in competitions. In 2022, there were more than 24,000 registered users on mybp app.
  • Awareness-raising actions for energy saving:  EKO SA implements actions to raise consumer awareness on energy saving when using road fuels, such as providing eco-driving advice and also advice on the rational use of heating oil, through social media posts and the distribution of information leaflets. The actions aim to raise awareness about driving behaviour (e.g., avoiding sudden acceleration, removing unnecessary weight from the vehicle, etc.) and the correct use of heating oil (e.g., setting the thermostat at 19°C, regular maintenance of the boiler, etc.), so that less fuel is consumed for the same purpose and with the same result. In addition, in order to improve energy efficiency, consumer services such as tyre pressure checks are provided, and promotional activities are carried out to promote the use of lubricants, which contribute to energy savings, as well as the use of bottled LPG as a cheaper product than cooking using electricity.
  • Continuous 24-hour service: To better serve and respond to the needs of customers, a 24-hour service line operates at 18198 or +302107725555 for EKO fuel stations and at 18199 or +30210688755 for bp fuel stations. Call management has been assigned to specially trained employees of TELEPERFORMANCE who forward the requests directly to those responsible for resolution/response under the supervision of the Customer Service Department of EKO SA and KALYPSO KEA SA.

Call statistics for the EKO & bp service station contact lines for 2022

  • bp fuel stations:
    1,785 incoming calls
    of which
    1,534 incoming calls
    were referred to competent officials to contact consumers within 24 hours, in order to resolve their requests immediately
  • ΕΚΟ fuel stations:
    5,171 incoming calls
    of which
    4,303 incoming calls
    were referred to competent officials to contact consumers within 24 hours, in order to resolve their requests immediately.
Training Program at the Fuel Stations
In 2022, for the Group’s Retail Marketing, training programs were conducted in the two partner networks KALYPSO KEA SA and EKO SA, with the participation of fuel station managers – owners and staff.

The training programs cover customer service, promotional techniques, fuel station safety, fire safety, first aid and other marketing and product training programs.

2021 2022 2023 (Target)
Average man-hours of training per trainee (managers, operators and staff) 2.20 2.34 2.35
  • 3,133 people

    at the fuel stations took part in theoretical and practical training

  • 7,347 hours

    in theoretical and practical training

Accessibility of Products and Services

HELLENiQ ENERGY offers innovative, high-quality products with a competitive value-for-money indicator in a wide network of fuel stations with full geographical coverage. Its products are also available to commercial customers, industry and resellers.

In Greece, through its subsidiary, EKO SA, it has eight (8) liquid fuel storage and distribution facilities, two (2) LPG storage, distribution and bottling facilities in the prefectures of Thessaloniki and Attica and one (1) LPG storage and distribution facility in the prefecture of Rethymnon. Through its subsidiaries, the Group is active in the markets of Cyprus, Bulgaria, Serbia, Montenegro and the Republic of North Macedonia. At the same time, exports are realised in all the significant markets in SE Europe.

The Group’s marketing company has a strong presence in the Greek market through the EKO and bp brands and has a network of more than 1,655 fuel stations in Greece and 317 fuel stations abroad.

Main brands of the EKO fuel station network:

  • 95 EKONOMY
  • EKO Premium 98
  • ΕΚΟ Racing 100
  • Diesel AVIO Double Filtered
  • ΕΚΟ Heating Oil
  • ΕΚΟ Lubricants
  • Egas Easy

Main brands of the bp fuel station network:

  • bp Ultimate Unleaded 100 with ACTIVE technology
  • bp Super Unleaded 98 with ACTIVE technology
  • bp Unleaded 95 with ACTIVE technology
  • bp Ultimate Diesel with ACTIVE technology
  • bp Diesel with ACTIVE technology
  • bp Autogas
  • bp Heating Oil


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:

Kalypso self-operated fuel stations program in Greece


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: Retail sales (via 97 fuel stations) 59.64%, commercial and industrial customers 14.68%, other oil companies (fuel stations) 7.27%, LPG customers 8.06%, international customers 9.97% (marine fuel 2.97% and aviation fuel 7%), and lubricants 0.38%.


Its network consists of 56 fuel stations (self-operated) covering 5.6% of local needs and comprising 3.67% of the domestic market based on the number of fuel stations. Total volume of sales is divided between wholesale (4%) and retail (96%).


It covers approximately 71% of the fuel market in the Republic of North Macedonia. In addition, thanks to its significant storage capacity, it operates as a safety mechanism for uninterrupted fuel supply in the markets in which it is active (mainly the Republic of North Macedonia and Kosovo, as well as Serbia, Montenegro and Albania). At the same time, it is a major exporter and employer in services related to transportation, logistics and maintenance. Through its network of 27 fuel stations, it covers 8% of the local retail market in terms of the number of fuel stations, while its market share, in terms of volume of sales in retail trade, stands at approximately 13%.


Its fuel station network covers 90% of the country geographically, in the retail market, while the company covers 100% of the country in wholesale market respectively. Its retail market share is 6.2% (92 fuel stations). All fuel stations are selfoperated. Total volume of sales is divided between wholesale (12%) and retail (88%).


It has a 40% share of the retail market and a 38% share in terms of number of fuel stations in Montenegro. Its network includes 45 fuel stations, 3 yacht service stations, 1 fuel facility in Bar and 2 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). About 22% of the production is exported.

DIAXON sales per film category

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