Citizen's Charter

Be a leading and future ready integrated energy company committed to sustainable energy security of India through performance excellence.

• LEGACY 

  Building on OIL's hundred-year legacy, we strive to uphold our unwavering commitment to the nation's energy security.

• INTEGRITY 

  Integrity is the cornerstone of our success. We aim to uphold the highest standards of ethical conduct while performing business activities.

• SUSTAINABILITY 

  Envisioning a sustainable future, we commit to embracing environmental, social, and Governance (ESG) principles to drive positive change and foster long term value for our stake holders, society, and the planet.

• KNOWLEDGE 

  We value continuous learning and development and support our employees to become better and enhance their skills. we strive to invest in our employees to take our organization to the highest levels of success.

• COMMITMENT 

  We are driven to ensure reliable and affordable energy for the country's growing energy security requirements through a performance-oriented approach and are committed to deliver superior value generation to our shareholders.

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 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.

• 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.

• 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.

  OIL has put in place Complaint Handling Policy for redressal of public grievances.

• To address complaints and grievances from general public and other stake holders such as contractors, vendors, suppliers, etc.
• Allow employees to report to the management instances of unethical behaviour, actual or suspected fraud or violation of the Company's CDA rules. This policy neither releases employees from their duty of confidentiality in the course of their work, nor is it a route for taking up a grievance about a personal situation for an employee.
• To ensure transparency in all dealings and to plug any loopholes/malpractices, if any in the system.
• Bring such a policy and procedure to the public domain.

• Complainant must submit complaint/grievance in writing or through email or lodge through website [Complaint/Grievance Lodge Weblink]. Complainant must give his/her name, address, contact number, if any. However, upon specific request of the complainant or aggrieved person, his/her identity shall be withheld while processing the complaint/grievance.
• Anonymous/pseudonymous complaints / grievances will not be entertained.
• Complaints/grievances must be brief and precise, and contain factual details and verifiable facts. Complaints/grievances should not be vague or contain absurd allegations or sweeping general statements.
• Complainants should obtain receipt of submission of complaint/grievance.