Responsibility to customers

PKN ORLEN pays attention to the quality of its products and services, and to high customer service standards.

PKN ORLEN takes steps to evaluate the impact of its operations on human health and safety. We thoroughly analyse all customer feedback and carry out surveys to assess satisfaction levels. Special attention is paid to ensuring that the services and goods offered at PKN ORLEN service stations, as well as our own products, meet the highest quality standards. PKN ORLEN also evaluates the impact that such services, goods and products might have on general health and safety.

Building relations with customers involves also responding to their complaints and grievances. PKN ORLEN offers numerous options of contact, including via electronic means of communication, at http://opinie.orlen.pl/; by phone, on (+48) 801-167-536 or (+48) 502-167-536; in person at any ORLEN service station; or by letter sent to: Retail Customer Relations and Standards Department, PKN ORLEN S.A., ul. Bielańska 12, 00-085 Warszawa, Poland.

Each reported case, regardless of the way it was submitted, is registered in our claims and complaints management system.

Main issues reported by our customers in 2014:

IssueNumber of reports
customer service  838
amount of fuel 326
quality of fuel 417
technical condition of equipment 180
food products 52
other products 56
cleanness 29

While handling complaints and claims lodged by service station customers, PKN ORLEN applies the procedures adopted by the Group. Each case is analysed individually. In addition to following the procedures, in resolving the reported issues we are guided by empathy and the ‘Human2Human’ approach.

On average, it takes five working days to provide a response.

In 2014, PKN ORLEN S.A. carried out customer satisfaction surveys at its service stations using the mystery shopper method. Each Company- and franchise-operated service station was reviewed monthly by a research agency employee, who assessed the quality of shop and ramp assistance service and the staff’s politeness, as well as the station’s cleanliness and equipment. The results expressed in percentage terms, with additional comments where instances of non-compliance with the required standards were identified, were communicated to the relevant service stations and the managers of the retail network. The survey confirmed very good quality of service, with an average score of more than 90% across the network. The survey findings were used to make improvements at specific sites and formed a basis of incentive schemes focusing on service quality.

In 2015, PKN ORLEN substituted the mystery shopper scheme with a new tool relying on a continual assessment of satisfaction levels and direct comments from service station customers. As part of the new survey, consumers will be invited, via email or a notice printed on receipts, to assess their experience by filling in a questionnaire published on the research agency’s website, which will then be made immediately available to individual service stations and managers in charge of the retail network. The new survey will allow us to learn more about the needs and opinions of PKN ORLEN customers and provide us with substantially more information on how to improve service quality.

The service stations represent not only a vital business area but also an important element building PKN ORLEN’s image with customers. For this reason, we continue to develop the retail segment based on a modern network, customer focus and a strong brand. In 2014 alone, we upgraded over 100 service stations, acquired new sites, including at Motorway Service Areas, and our network in Poland was enhanced with 203 new Stop Cafe and Stop Cafe Bistro catering outlets. With consumers’ needs in mind, PKN ORLEN, Eurocash and Tesco tested a new convenience store format, offering an extensive selection of grocery products. We also continue to develop the existing services, such as the 'Station with a Parcel courier service available since 2013, which now includes a parcel posting option, and expand the fuel cards portfolio, for instance by introducing the MULTIFLOTA card for microenterprises, which allows its holders to make payments at all service stations in the ORLEN European network. In an effort to meet our customers’ expectations, last year we also installed bike racks at over 150 PKN ORLEN service stations. Because we seek to build customer loyalty by constantly improving service standards, PKN ORLEN stations now hire special coaches tasked with training and encouraging the staff to maintain the highest customer service levels. As a result of these efforts, ORLEN continues to consistently expand its base of loyal customers, including members of the VITAY and FLOTA loyalty schemes who use their cards on a regular basis.

All PKN ORLEN S.A. service stations apply the HACCP Food Safety Management System. The system was implemented in 2005 based on the requirements of the Codex Alimentarius. The service stations have access to the Technical Documentation of HACCP, which is available on the Station Portal. HACCP aims to guarantee that the food products sold at the stations meet all sanitary requirements, are safe, and their quality meets the expected standards. These standards apply to both individually packaged products and the hot meals served in the restaurants. HACCP, i.e. Hazard Analysis and Critical Control Points, is a system used to identify health threats and the risk of their occurrence at various stages of food production and distribution. The system controls all sorts of risks that are relevant to safety and health protection. The objective of HACCP is to minimise the risk of threats related to the sale of food. It is a prevention system protecting consumers by guaranteeing safety and high quality of the products they purchase. But the system protects also food manufacturers, who are able to prove that their products are safe if their production processes are run correctly and are properly documented. Internal HACCP audits are performed as part of integrated audits in line with Integrated Management System Audit Procedure No. PR/DG/02. One series of Integrated Management System audits is performed over a period of three years. This period may shorten due to a negative result of any previous audit, change of Service Station Operator, number of accepted customer complaints, and product deficiency cases. Integrated Management System audits are carried out by auditors holding relevant authorisations.

The Company regularly identifies process threats, analysing them and assessing the security of process units. The impact of products or technological fractions of the Płock Production Plant and PKN ORLEN Fuel Terminals, as selected by experts, is evaluated by calculating, using dedicated software, potential areas of impact (expressed in metres) for toxic clouds in the event of release of toxic substances, such as hydrogen sulfide, hydrofluoric acid, benzene, toluene, ethylene oxide, and chlorine, the range of thermal radiation in the event of a fire, and the extent of the blast wave in the event of explosions involving crude oil, gasoline fractions, oil fractions, liquid gases, hydrogen gas, or hydrogen sulfide. Such evaluations are mandatory under regulations concerning prevention of major industrial accidents applicable in Poland.

The results are used to determine the mutual relations between existing threats and applied safety and protection measures. All evaluation results must be endorsed and approved by relevant public authorities.

PKN ORLEN provides information on the impact of all its products on human health and safety. Detailed information is included in the MSDS documents available to the Company’s customers and employees. Disclosure requirements binding on PKN ORLEN and concerning the threats and hazards posed by the chemicals manufactured and used by the Company are regulated under Polish and EU laws. MSDS documents are the key tool used under the REACH regulation to ensure information flow along the supply chain. Pursuant to Art. 31 of REACH, the supplier of a substance or mixture is required to deliver to the customer an MSDS document in the official language of the member state in whose territory a given substance or mixture is marketed. The provisions of the Polish Labour Code are equally important. Art. 221.2 of the code stipulates that “Any user of hazardous substances or hazardous chemical preparations shall have an up-to-date listing of such substances and preparations, as well as relevant MSDS documents. The substances and preparations shall be handled in packagings protecting against noxious action of such substances and preparations, fires and explosions”.