1. Introduction
LECHA is committed to delivering high-quality petroleum products while ensuring full compliance with Botswana Energy Regulatory Authority (BERA) Import License Terms and Conditions. These Service Quality Standards outline the principles, commitments, and operational guidelines that govern our service delivery.
2. Regulatory Compliance
LECHA shall:
Ensure strict adherence to all BERA licensing conditions.
Maintain valid import licenses for all petroleum products.
Submit timely reports and declarations as required by regulatory authorities.
Ensure all employees and stakeholders are well-informed of regulatory requirements.
3. Product Quality Assurance
Source petroleum fuels only from certified suppliers.
Conduct regular quality checks to meet Botswana Bureau of Standards (BOBS) specifications.
Implement robust inventory management to prevent contamination and ensure product integrity.
4. Customer Service Commitments
Provide accurate information on fuel availability, pricing, and delivery schedules.
Ensure transparent and ethical dealings with all customers.
Respond to customer inquiries and complaints promptly and professionally.
Offer efficient and reliable delivery services.
5. Health, Safety, and Environmental Compliance
Adhere to all health and safety regulations to protect employees and customers.
Ensure proper handling, storage, and transportation of petroleum products.
Implement environmental protection measures, including spill prevention and waste management.
Conduct regular safety audits and emergency response drills.
6. Pricing and Fair Trade Practices
Set fuel prices in compliance with BERA regulations and market conditions.
Ensure transparency in pricing with no hidden charges.
Avoid anti-competitive practices and unfair trade dealings.
7. Infrastructure and Facility Maintenance
Maintain storage and distribution facilities in compliance with industry standards.
Ensure the reliability and safety of equipment used in fuel handling and transportation.
Invest in continuous improvement of infrastructure to enhance service efficiency.
8. Employee Training and Professionalism
Provide continuous training for employees on customer service, safety, and regulatory compliance.
Uphold high ethical standards in all employee interactions with customers and stakeholders.
9. Emergency Response and Risk Management
Maintain a well-documented emergency response plan for fuel-related incidents.
Conduct periodic risk assessments and implement mitigation measures.
Cooperate with relevant authorities during emergencies and incidents.
10. Monitoring and Continuous Improvement
Establish key performance indicators (KPIs) to measure service quality.
Conduct regular internal audits and quality reviews.
Engage stakeholders in feedback mechanisms to improve services.
These Service Quality Standards reflect LECHA's commitment to operational excellence, regulatory compliance, and customer satisfaction in the petroleum industry.
Stephen Lecha, Chairman