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.
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:
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:
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.
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.
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.
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:
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:
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:
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.
The training programs cover customer service, promotional techniques, fuel station safety, fire safety, first aid and other marketing and product training programs.
|Average man-hours of training per trainee (managers, operators and staff)
at the fuel stations took part in theoretical and practical training
in theoretical and practical training
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:
Main brands of the bp fuel station network:
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