Hass Petroleum Service Charter
The Hass Customer Service Charter outlines our devotion to providing exceptional
services to our customers, and the standards our customers should expect when
transacting with us. Through this charter, we endeavor to provide the highest
standards of services to our customers and measure ourselves on how well we
meet our commitments.
This service charter is as a framework that defines our obligations, the rights of our
customers, our expectations from our customers, and our feedback mechanisms,
all in a bid to ensure customer satisfaction.
Our Vision:
- To be the premier provider of high-quality products and services in the energy and retail sectors.
Our Mission
- Fulfilling our customers’ needs in the most credible, efficient, and profitable manner, through innovation, integrity, and reliable service delivery.
Our Core Values
- Customer satisfaction
- Integrity & Honesty
- Initiative & Drive
- Teamwork
OUR SERVICE STANDARDS
Our Promise to you:
In line with our Mission statement, we are committed to providing easy and reliable access to our products and services in a manner that would meet and exceed our customer expectations.
Our staff are responsible for providing an efficient, effective, and professional service(s) to our customers.
When transacting with Hass Petroleum, we will ensure that you are attended to:
- In a timely, effective, and efficient manner
- Without discrimination
- In a professional, courteous, helpful and respectful manner
We will always:
- Keep you apprised on matters that would impact the delivery of our services to you.
- Provide you with quality services.
- Maintain a clear and transparent pricing policy and put measures in place to protect your interests.
- Send you accurate bills on time and provide multiple payment options.
- Provide you with as much information as possible to help you make informed choices.
- Respond to enquiries and complaints swiftly and diligently, redressing any grievances within the agreed timelines and to your utmost satisfaction.
- Ensure all our services are delivered within safe environments.
- Be open to receiving feedback on our performance and how we can improve our service delivery.
- Have continuous improvement initiatives towards eliminating service inefficiencies through analyzing our customer pain points and gaps in our internal workflows.
The rights of our customers:
- Timely service turnaround.
- A dignified, efficient, and effective service delivery.
- Privacy and confidentiality.
- Provide feedback through any of our communication channels when not satisfied with our service delivery.
- Escalate any grievances to a higher office, up to the CEO level.
Our expectations from our customers:
In an effort to serve you better, you can assist us by:
- Providing us with the information we require to assist you.
- Treating our staff with courtesy and respect.
- Providing your views and suggestions to help us to improve our services.
- Responding to our survey tools in a timely manner to help us improve on the quality of services rendered to you.
- Upholding integrity in your transactions with Hass Petroleum.
Feedback Mechanism
Hass Petroleum Group prides itself on providing excellent customer service and walking the journey with our customers. We value our customers’ feedback; be it to complement our services, educate us on areas of improvement, raise a concern or complaint, we are always ready to listen. Our able customer service team is at the forefront of receiving our customers’ feedback in the most credible and efficient manner possible.
If you have any enquiries, concerns, or you want to report any service that does
not conform to the above laid out standards, kindly call, or write to us on:
Hass Group Customer Service Help Desk:
- Online: www.hasspetroleum.com complaint section/WhatsApp icon
- Email: hass@hasspetroleum.com
- Telephone: +254 793 298 809
