Petrol pump toilets are becoming a focus of customer-service checks at India’s public-sector oil marketing companies, with senior executives inspecting facilities and QR codes inviting travellers to provide feedback.

Key Takeaways

  • IndianOil and BPCL marketing directors have inspected washrooms at outlets in Mumbai and New Delhi.
  • The cleanliness initiative combines inspections with customer feedback and maintenance measures.

Petrol pump toilets enter the management spotlight

The checks form part of the Ministry of Petroleum and Natural Gas’ Swachhata Abhiyan. The companies are seeking to make washroom cleanliness a continuing customer-service commitment rather than a temporary campaign.

IndianOil Director of Marketing Saumitra Priya Srivastava visited COCO BKC and 3 Star Fuel Station in Mumbai, highlighting their washrooms and displayed Darpan QR codes. The codes allow customers to share feedback.

BPCL Director of Marketing Subhankar Sen checked the company’s DriveFresh washrooms and feedback arrangements at BP Shantipath in New Delhi.

Feedback and maintenance across outlets

IndianOil’s senior retail officials have also reviewed toilet upkeep at outlets in Kolkata, Indore, Jabalpur and Rewa, checking housekeeping standards and speaking with customers.

The initiative combines inspections with dedicated janitorial staff, sensor-based monitoring and Darpan QR codes outside washrooms, officials said. Travellers can use the codes to rate facilities and submit feedback, giving companies a way to identify shortcomings.

The approach is intended to reinforce responsibility for daily maintenance across the retail network, not just during executive visits.

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