Citizen Charter Updated Date:

Company Profile
OIL INDIA LIMITED (OIL) is a Government of India Enterprise, under the administrative control of Ministry of Petroleum and Natural Gas. Oil is engaged in the business of exploration, development and production of crude oil and natural gas, transportation of crude oil, Product transportation from Numaligarh to Siliguri and production of LPG from its produced gas.OIL is engaged in conducting exploration activity both in India and overseas through JV agreements and PSCs with other oil companies and has 52 years of experience in this business. The Government of India bestowed the Company with the coveted NAVRATNA status in April 2010, for its consistent performance. Major share of OIL’s production come from its traditionally rich oil and gas fields concentrated in the North Eastern Region of the Country. The search for new avenues has seen OIL spreading out its operations in onshore/offshore Orissa and Andaman, deserts of Rajasthan, plains of Uttar Pradesh, riverbeds of Brahmaputra, Krishna-Godavari Basin and offshore Saurashtra. In Rajasthan, OIL discovered gas in 1988, heavy oil/bitumen in 1991 and started production of gas in 1996. Oil India Limited, in line with its Vision to be a Global player has ventured out into many countries viz Libya, Gabon, Nigeria, Yemen, Sudan, Iran, Egypt, Mozambique, Russia, Venezuela, Mynamar and Bangladesh in the area of Exploration & Production business.
OIL also provides various E&P related services and holds 26% equity in Numaligarh Refinery Limited (NRL) and 10% equity stake in Brahmaputra Crackers and Polymers Limited (BCPL) and 23% equity stake in Duliajan Numaligarh Pipeline Limited (DNPL Ltd.).
As a leading Corporate Citizen, OIL support Global Compact initiative of United Nations. OIL’s exemplary social welfare and community development initiatives focusing on the key areas of education, healthcare and the overall development of basic infrastructure have touched many a lives in and around its operational areas.

OIL’s Core Purpose
The fastest growing energy company with a global presence providing value to the stakeholder'

OIL's Vision
  • Oil India is the fastest growing Energy Company with highest profitability.
  • Oil India delights the customers with quality products and services at competitive prices.
  • Oil India is a Learning Organization, nurturing initiatives, innovations and aspirations with best practices.
  • Oil India is a team, committed to honesty, integrity, transparency and mutual trust creating employee pride.
  • Oil India is fully committed to safety, health and environment.
  • Oil India is a responsible corporate citizen deeply committed to socio-economic development in its areas of operations.
Details of Goods and Services provided to Customers/Clients
  • Supply of Crude Oil, Natural Gas & LPG
  • Transportation services of Crude Oil & Natural Gas
  • Product transportation from Numaligarh to Siliguri
  • The Company is also venturing into the following areas
  • Supply of Renewable Energy (wind energy)
  • Leasing out of OFC and other Telecom infrastructure
  • Annual Maintenance Services for Pipeline
  • Cathodic Protection Services for Pipeline


Details of Customers /Clients/Groups
Oil India Limited is an Exploration and Production Company engaged in the business of exploration and production of Crude Oil & Natural Gas, production of LPG, transportation of Crude Oil and Product transportation from Numaligarh to Siliguri which are not directly supplied/delivered to general public. OIL’s products are supplied to central/state PSUs and a few other business entities and not to individual customers. Goods and Services supplied to Business Entities are governed by well defined contracts which are monitored by professional experts from these organizations. Any issue that may arise would be resolved as per the provisions of these contracts
Transactions/processes of OIL which may affect citizens in general
Sl. No. Transaction/ProcessStakeholderService Standard
1Externalities arising of OIL’s operations such as safety Hazards, environmental pollution, etc.People in extended operational areas of OILOIL is deeply committed to the Preservation of Environment & Ecology, Sustainable Development, Enrichment of the quality of life of Employees, Customers and the Community around its operational areas and in order to achieve this Oil has developed a HSE Policy and Environment Policy. Service Standard is governed by the following statutory provisions:

(i) Tolerance Limits prescribed by State Pollution
Control Board, Assam and Central Pollution Control Board for effluent discharge.
(ii) Environmental Protection Act, 1986 & Rules.
(iii) Environment Notifications 2006
(iv) Water Act & Rules.
(v) Air Act & Rules.
(vi) The Batteries (Management & Handling) Rules, 2001.
(vii) The Municipal Solid Waste (Management & Handling) Rules, 2000.
(viii) The Bio-Medical Waste (Management & Handling) Rules, 1998.
(ix) Noise Pollution (Regulation or control) Rules.
(x) Public Liability Insurance Act & Rules, 1991.
(xi) The Ozone Depleting substances (Regulation & control) Rules, 2000.
xii) Mines Act,1952
xiii) Oil Mines Regulation,1984
xiv) OISD standards
xv) Company SOP
2Land acquisition process and compensation to land affected familiesTel: 0361-2643725
Land affected families
Oil India Limited
Land acquisition and compensation payment is most vital function of Oil India and its service standard are governed by following rules and regulation-

a) Bipartite Negotiation
b) De-reservation of Forest land under provisions of the Forest (Conservation) Act, 1980.
c) Under Rule 189/190 of Assam Land & Revenue Regulations, 1886.
d) Compensation paid under Forest (Conservation) Act, 1980
e) Land Acquisition Act, 1894
3Existing CSR projects undertaken by OILBeneficiaries of OIL’s existing CSR ProjectsA number of CSR schemes have been undertaken by OIL in and around its operational areas. These schemes cover the fields of education, health and socio-economic development and have been devised to cater to the specific and developmental needs of communities. OIL has a comprehensive well formulated CSR policy to take care of its different stakeholders which can be viewed in its website http://www.oilindia.com/CSR.aspx

Grievance Redressal Mechanism –
Affected Stakeholders can submit their complaints to the Public Grievance Officers under the Citizen Charter. We shall promptly acknowledge complaints within 7 days of receipt by and attempt to provide final replies within 30 working days of their receipt. In case it is not possible to send the final reply within the time specified, an interim reply shall be furnished to the Complainant.
    Indicative expectations from Complainants
  • The subject matter of grievance should be clear with all relevant details furnished.
  • Complete address and telephone number, email address, etc. of the complainant to be indicated.
  • Third party queries must be of general nature affecting public in general.
  • Should not include anonymous, frivolous, vexatious grievances or grievances relating to service matters of an employee of OIL whether serving or retired.


ROLES AND RESPONSIBILITIES OF THE PUBLIC GRIEVANCE OFFICER
  • Deal with every grievance in a fair, objective and just manner and issue reasoned speaking reply for every grievance rejected.
  • Acknowledge each grievance petition within seven days of receipt, indicating the name, designation and telephone number of the official who is processing the case. Grievances should be disposed off within a time frame of 30 days. In case, it is not possible to send the final reply within the time specified, an interim reply shall be furnished to the Complainant.
  • Grievances which cannot be resolved at the level of Grievance Officer should be brought to the attention of the Competent Authority at the earliest.
  • An MIS System should be evolved for monitoring the public grievances and their redressal.
  • Public Grievance Officer (PGO) will identify areas of recurring grievances and analyse the underlying cases. Analyse public grievances received to help identification of the problem areas in which modifications of policies and procedures could be undertaken with a view to making the delivery of services easier and more expeditious.
  • Examine areas of stakeholder interface with a view to recommending essential changes in procedures to make the organization more stakeholder-friendly.
  • Enable integration of the redressal of the grievance into the process of decision making policy formulation.
Details of the Public Grievance Officers-
Sl. No.AreaPublic Grievance Officer (Designation)Contact Details
1Fields Headquarters, Duliajan and operational areas in NE region – Operational externalityGM(HSE) Shri Ajaya Kumar Acharya,Oil India Ltd. P.O: Duliajan,Dist: Dibrugarh, Assam-786602 Mobile No.9435039020,ajaya_acharya(at)oilindia(dot)in
2Field Head Quarter’s Duliajan & operational areas in NE region- Land acquisition process.DGM(Land)Shri Dipu Hazarika, Oil India Ltd. P.O: Duliajan, Dist: Dibrugarh, Assam-786602, Mobile No.9435039048, dipu_h(at)oilindia(dot)in
3Field Head Quarter’s Duliajan & operational areas in NE region- CSR activities.DGM(CSR)Shri Dilip Kumar Das, Oil India Ltd. P.O: Duliajan, Dist: Dibrugarh, Assam-786602, Mobile No.9435039040 dk_das(at)oilindia(dot)in
4Guwahati Pipeline Headquarters & all pipeline operation areas under Pipeline Division.CM (Liaison & Co-ordination)Shri Jayanta Barua, Oil India Ltd. P.O. Udayan Vihar Guwahati, Assam-781171 Mobile No.9435348638, jayantabarua(at)oilindia(dot)in
5Jodhpur & Jaisalmer and operational areas in the state of RajasthanCM(Admin & ER)Shri Madhurjya Barua, Oil India Limited, 2-A District Shopping Centre, Saraswat Nagar, Basni, Jodhpur Rajasthan- 342005, Mobile No. 9954194320 madhurjya (at)oilindia(dot)in
6Onshore Block of East Godavari District of Andhra Pradesh & Yanam District of Puducherry(UT)Shri BS Rao, Admin. OfficerShri BS Rao, Oil India Ltd. Door No. 11-4-7 Nookalamma Temple Street Ramaraopet, Kakinada – 533 004 Andhra Pradesh bayyas_rao (at)oilindia(dot)in Mobile No. 994559557
7Calcutta Branch OfficeChief Manager (Materials)Shri Angushman Roychoudhury, Oil India Ltd, ICC Building, 4, India Exchange Place 4th Floor, Kolkata-700001 Mobile No.9954485507, archoudhury(at) oilindia(dot)in
8Corporate Office DGM(Admin)Shri Sushil Kumar Singh, Oil India Ltd. Plot No. 19, Sector 16A Noida-201301, UP Mobile No.9811476262, sushil_singh(at)oilindia(dot)in

Review Of Citizen Charter
The charter may be reviewed time to time based on the experiences and feedback received from the stakeholders. Any revisions / changes taking place in the statutory requirements shall also be taken care of while revising the Charter.