Wed, 05 Apr 2017 10:21:43 +0000
By Agnes Phiri
| In October 2014, the Energy Regulation Board (ERB) embarked on a programme to nudge consumers to get actively involved in exerting pressure on service stations to improve service delivery. |
The programme dubbed the Service Station Grading Scoring Criteria was mooted essentially to inform all stakeholders (especially consumers) about the state of infrastructure at service stations from where they purchase fuel.
With focus on reliability and safety, the ERB set out to scrutinise the state of infrastructure at service stations dotted around the country through site inspections.
The infrastructure rating system was also meant to motivate licensed companies to improve the state of infrastructure at their respective stations. From the onset, retail sites that fall under the category of rural filling stations as defined in the Zambian Standard (ZS) 703: Rural Filling Station Specification were exempted.
Coincidentally, the introduction of the grading criteria fitted in perfectly with one of the regulator’s objective under the ERB’s 2014 – 2016 Strategic Business Plan “to monitor the performance of licensed entities in order to ensure the provision of quality energy products and services”.
Roll out of the grading system’s first phase was conducted in February 2015 covering Lusaka, Kafue, Livingstone, Kitwe and Ndola on a pilot basis. Phase two of the exercise was conducted between November and December 2015 in all provincial centres in the country covering Lusaka, Kafue, Livingstone, Choma, Mansa, Solwezi, Mongu, Ndola, Kitwe, Kasama, Kabwe, and Chipata.
Inspection teams from the ERB’s headquarters in Lusaka and regional offices in Chinsali, Kitwe and Livingstone were despatched to communicate the state of infrastructure at various sites through stickers prominently displayed at inspected sites. Sites scoring 90 to 100% were graded A (Very good); 80 to 89% grade B (Good); 70 to 79% grade C (Fair) and 41 to 69% grade D (Poor).
During the grading exercise, the ERB focused its attention on aspects relating to tanks installed and leak detection, dispensers, safety, fire, environment and infrastructure and ancillary services such as compressor, tyre inflator, functioning pressure gauge and conveniences to rate the filling stations.
“The grading criteria has been applied by ERB inspectors only after verifying that a station is compliant since some operational issues hinging on safety and product quality have an immediate and devastating impact,” said ERB Executive Director, Ms. Langiwe Lungu.
Service stations found to be non-compliant to safety and quality issues were immediately closed pending rectification of the anomalies noted by inspectors. The regulator only entertained lifting sanctions against erring stations after ascertaining beyond reasonable doubt that the integrity of the quality of the product at a station had been restored.
After phase one and two of the grading system was conducted, the ERB was compelled to return to its drawing board to review feedback garnered from various stakeholders regarding how the system had fared so far.
“The checklist we initially used for scoring in the roll out exercise was based on the technical requirements for service stations only and focussed on the technical state of infrastructure. It did not address all the customer expectations as evidenced by the feedback we received from stakeholders,” Ms. Lungu observed.
Stakeholders acknowledged that the system had helped in upgrading the status of service stations in the towns where it was implemented. Feedback pointed to the fact the stickers were too small and not easy to replace.
“The criteria for grading did not include aspects that the public expected to be
reflected in the grading system such as the quality of customer service and in
particular how much time it takes for a motorist to be served,” said the Executive
Director.
She also singled out general aesthetics of service stations, Courtesy by attendants,
Multiple payment options, Provision of services such as cleaning of windscreen and engine oil checks for customers; and Personal protective equipment as well as safety awareness of staff at service stations as some of the stakeholder feedback.
After reviewing stakeholder feedback, the ERB revised the grading as follows:
Sites scoring 95 -100% (from 90 to 100%) will be graded A (Very good);
Sites scoring 80 – 94% (from 80 to 89%) will be graded B (Good);
Sites scoring 60 – 79% (from 70 – 79%) will be graded C (Fair) and
Sites scoring 60 – 79% (from 70 to 79%) will be graded D (Poor).
Site failing a technical inspection will have a sticker displaying F (Closed).
The stickers will be valid for a period of six months
Using the revised methodology to determine the compliance rating for a service station, the checklist for ERB inspectors has been expanded to consider several aspects relating to Safety, Consumer Services, Courtesy, Aesthetics and Public Health.
For example, ERB inspectors are now keenly observing if a site attendant is adorned correct and clean safety attire bearing a company logo, a visible name tag on the shirt and closed safety shoes (with toe cap). Clothes should not be made of synthetic material to avoid static electricity.
Other questions in the revised scoring criteria include:
Did the fuel attendant demonstrate an acceptable level of safety awareness?
Was there any activity being undertaken on site that would promote congestion on the forecourt such as vending or parking of vehicles?
Are the symbolic warning signs i.e. No cell phone, Switch off Engine, No naked flame displayed in locations conspicuous to customers of the site?
Did all functional dispensing units have a valid assize sticker issued by Zambia Weights and Measures Agency?
Is there a functional alternative source of power supply to the forecourt such as generator set?
How long did it take to serve you as a customer?
Was the Price Display compliant with Board Order?
Did the site have free and readily accessible compressed air offered to customers? The service should be readily available at no charge to the customer. If the inflator is secured to avoid vandalism, a notice for accessing the key from the fuel attendant should be placed on the enclosure.
Was any assistance offered in the process of operating the compressed air facility by the attendant?
Where you acknowledged when you approached the site? The attendant should stand on the forecourt and guide you towards a pump. If the attendant is busy and only gives you a sign then this is also acceptable. It is important that your presence is recognized by a fuel attendant within a reasonable timeframe on you entering the forecourt area.
Where you welcomed with a greeting?
Did the attendant confirm the type and amount of fuel requested and notify you of the commencement of filling up a tank?
Did all the nozzles have the correct product colour coding i.e. Green for Petrol, Straw (off yellow) for Diesel, Purple for Low Sulphur Gas Oil and Blue for Kerosene?
Are all dispensers clearly labelled with the product name i.e. Petrol, Diesel, Low Sulphur Gasoil and Kerosene?
Did the fuel attendants attend to your needs as quickly as possible? An attendant should serve you immediately if he/she is not busy with another customer. The site should be marked down if any attendant is seen socialising or staring vacantly while you wait for attention.
Did the attendant offer you additional services such as windscreen cleaning and oil check?
Were you offered cashless payment options such as bank or internal cards available on site?
Did the attendant process your payment accurately?
Were you offered a farewell?
Is the general state of the building and canopy clean? Was the forecourt clean?
Does the site have a free and clean toilet readily available to customers? The site should offer clean toilets to customers free of charge. The toilet should have running water (or reserve water), toilet paper and functional hand drying equipment. Litter or overflowing refuse bins is unacceptable.
When all is said and done, the ERB hopes that licensed companies will be jostling to wave the grade A flag endorsed by ERB promising consumers/motorists better service delivery than their competitors. – The author is ERB Spokesperson/Director – Consumer & Public Affairs.
