• 5,977
    on-site quality and quantity fuel checks in cooperation with NTUA at EKO and BP fuel stations (3,995 nozzle samples)

  • 2,593
    quality checks on aviation fuel samples

  • 26,127
    quality checks on EKO lubricants

  • 17
    market serveys


Enhancing Product Safety,
Quality & Seamless Supply

Why is it material?

Our products meet the fuel needs of all domestic customers in industry, transport, shipping, aviation, etc. and are available for retail and wholesale in both the domestic and the international markets. All our products are closely linked to three parameters: safety, quality and accessibility. The core dimensions of the targeted improvement of the competitiveness of the Group’s commercial activities are the implementation of best operation practices for safe product management and the delivery of highquality innovative products, on a competitive value-for-money basis, offered through an extensive fuel station network with full geographic coverage.

Our approach

Our products correspond fully to the evolving engine technologies and the ever-changing European legal framework. The Group, respecting the fundamental principle of the European REACH Regulation on the effective management of the risks posed by chemical substances, has aligned its activities with the provisions of the Regulation. The Group also effectively implements and promotes the substantial application of the European CLP Regulation on the classification and labeling of chemicals. The products’ extensive Safety Data Sheets contain an annex with exposure scenarios for human health and the environment per intended use, as well as the recommended risk management measures to downstream users. Best operational practices for safe product handling with respect for the environment are implemented at the Group’s facilities.

Product quality is assured across the entire supply chain via constant controls, while at the fuel stations any customer can assess fuel quality through the spot test kit. EKO S.A. continues its collaboration with the Fuels and Lubricants Technology Laboratory of the National Technical University of Athens for fuel quality checks at the fuel stations. Customer complaints regarding product quality are forwarded to the Group’s responsible Quality Experts for investigation and response. All physicochemical analyses of the products are conducted in accredited chemical laboratories and a certified Quality Management System is implemented.

Our ambition

Our goal is to gain the trust of our customers in every refill, and we achieve this by ensuring the quality of our products, with constant quality controls throughout the supply chain, from the refinery to the point of delivery to the customer. We implement strict operating standards in all our facilities and fuel stations for the safe management of our products, with respect for the environment. We aim, through a defined framework of cooperation, to secure a network of suppliers and partners, throughout the supply chain, implementing the respective practices of responsible product management.

The HELLENIC PETROLEUM Group produces and delivers high-quality petroleum products, petrochemicals and lubricants for various uses. We constantly strive to meet the requirements of our customers, by creating relations based on mutual trust and seeking customer satisfaction, from the product’s entry into the market to the end of its life cycle.

Protection measures
against the pandemic

2020 was marked by an unprecedented international health crisis, the COVID-19 pandemic. For EKO S.A. and HELPE Group subsidiaries abroad, protecting the health of its employees, partners and customers was set as a top priority. The instructions of the competent authorities were strictly followed, together with the additional protective measures stipulated in the HELPE Group’s Policy “FOR PREVENTION AND MANAGEMENT OF ISSUES ARISING FROM THE CORONAVIRUS (COVID-19) PANDEMIC”, at all our facilities and in the network of Company Owned Manager Operated fuel stations. The Policy is regularly updated based on the progress of the pandemic. Appropriate communication materials have been created for customers at the fuel stations to inform them of the protection measures in place.

In order to increase the trust of the public in EKO SA, our facilities were certified according to the Private Certification Scheme “CoVid Shield”, at the highest level “Excellent”.

All the above efforts resulted in the smooth operation of our facilities and fuel stations, for the seamless supply of fuels to our customers.

Responsible Product Management

A certified Management System for Quality, Occupational Health & Safety and the Environment is implemented in all of the Group’s facilities with the aim of understanding all stakeholders’ needs and expectations, as well as achieving continuous improvement.

The Group has incorporated the concept of Responsible Product Management into its Management Systems – an approach to managing the impact of products throughout their life cycle – in order to achieve the sustainability goals that it has set, as well as those of its suppliers, distributors and customers.

Respecting the fundamental principle of the European REACH Regulation on the effective management of risks posed by chemical substances, the Group has aligned its activities with the provisions of the Regulation:

  • We cooperate with other industrial partners in the REACH Consortia and the international organizations in which we participate in order to successfully complete all the Regulation’s phases (registration, evaluation, authorization), with full implementation of the European rules on competition.
  • We revise our registration dossiers for those substances for which changes to chemical safety reports or/and hazard classification arise on the basis of new toxicological and eco-toxicological data, or whenever required through decisions by the European Chemicals Agency (ECHA).
  • Our products’ Safety Data Sheets (SDSs) have been updated in full accordance with the REACH and CLP Regulations. For our products’ safe use we apply the recommended risk management measures included in the human and environment exposure scenarios of the e-SDSs annexes and we encourage downstream users to implement the corresponding proposed measures for their own uses.
  • When designing lubricants, we implement all REACH and CLP Regulations requirements for their classification, labelling, packaging and safe use.

The best available operations practices for the safe management of products, with respect for the environment, are applied at the Group’s facilities. This also entails the implementation of strict waste management procedures at all operation stages, including storage, treatment, recycling, recovery and disposal of waste at the end of the products’ life cycle.

Product Quality

All products of HELLENIC PETROLEUM Group refineries (liquefied petroleum gas, gasoline,diesel, kerosene, fuel oil, bitumen) meet the specifications set by National and European Legislation. According to the Group’s Quality Policy:

  • Detailed and continuous laboratory inspections take place at all stages of production, from receipt of raw material (crude oil) to the products’ final storage in the refinery tanks, at the chemical laboratories of the Group’s Industrial Facilities, certified in accordance with ISO 17025. The Group’s Industrial Facilities are certified according to ISO 9001: 2015.
  • At EKO’s fuel storage and distribution facilities, quality controls are constant, at all stages of operation, from receipt of fuel from the refinery to final delivery to the customer. Chemical analyses take place at each facility’s chemical laboratory. All EKO fuel storage and distribution facilities are certified for Quality Management in accordance with ISO 9001:2015. The scope of the Quality Management System includes receipt, storage, quality control of fuel, transport and delivery to customers (fuel stations, industry, aviation, marine) of liquid fuels.
  • The company owned manager operated CALYPSO fuel stations are also certified for Quality Management, according to ISO 9001: 2015.

Therefore, at the Group, we ensure the quality of our fuels throughout the supply chain with constant quality checks at all stages.

According to consumer surveys, fuel quality is considered the most important selection criterion when it comes to refuelling. Τhe EKO GUARANTEE program is the first integrated fuel quality and quantity control program, which includes constant checks from the refinery to the customer’s fuel tank. This program also enables consumers to perform fuel quality checks on site via spot test kits available at the fuel station.

EKO S.A. continues its collaboration with the Fuels and Lubricants Technology Laboratory of the National Technical University of Athens (NTUA) for its fuel stations’ fuel quality and quantity control. The fuel quality and quantity checks, carried out by EKO’s mobile laboratory units, are part of the EKO GUARANTEE program. Two mobile laboratory units, operated by NTUA personnel, conduct unexpected fuel quality and quantity checks at EKO’s fuel stations. Moreover, during every quality check, fuel samples are further tested at NTUA’s Fuels and Lubricants Technology Laboratory. Fuel quantity measurements are conducted using certified volumetric beakers. Following the quantity check, the station’s pumps are marked with the quality assurance seal.

For more information regarding the EKO GUARANTEE program: EKO.

For BP fuel stations, since 2011, an integrated fuels’ quality assurance system has been developed in collaboration with NTUA. Two mobile, privately owned, laboratory units manned by NTUA’s personnel and equipped with special equipment for on-site quantity and quality control of the fuels’ basic characteristics, visit BP fuel stations without prior announcement every year.

In 2020, EKO, in cooperation with NTUA, carried out a total of 5,977 on-site quality and  quantity fuel checks at EKO and BP fuel stations. A total of 3,995 fuel nozzle samples were analyzed for quality assurance.

Customer complaints regarding the quality of our products are forwarded to the responsible Group Quality Experts for investigation and response. All physicochemical analyses of products are conducted in accredited chemical laboratories. In 2020, 258 cases were reported and all of them were investigated. As part of the investigations, 1,819 fuel samples were analysed and 6,391 physiochemical analyses were conducted. The percentage of samples that did not meet the specifications was 4.4%. All necessary corrective actions were implemented immediately. In addition, 42 customer queries regarding the fuel quality of fuel stations were addressed.

LPG Quality

E-Gas LPG cylinders, which for years have been a daily part of our lives, incorporate the strictest safety standards with the guarantee of EKO’s expertise. EKO’s LPG storage, distribution and bottling facilities are certified for Quality Management in accordance with ISO 9001: 2015. The scope of the Quality Management System includes the delivery, storage, bottling and distribution of LPG.

Autogas, as well as the control and sealing of Autogas pumps, has also been incorporated in the EKO GUARANTEE program.

Aviation Fuel & Lubricants Quality

The Chemical Laboratory located in EKO’s high-tech Lubricant Production Unit is equipped with state-of-the-art technology and stands out for its high performance in international inter-laboratory checks. It conducts lubricant and aviation fuel quality checks. In 2020, 2,593 analyses of aviation fuels were carried out at the ΕΚΟ Laboratory. All EKO Aviation Fuel Facilities at Airports are certified with respect to Quality Management in accordance with ISO 9001: 2015.

EKO lubricants are produced from high-quality raw materials and are designed to cover a wide range of lubricant applications, from the simplest to the most demanding ones. The quality of EKO’s lubricants is assured in all the critical stages of production, with constant checks that certify their compliance with design specifications. In 2020, 26,127 lubricant quality checks were conducted. The EKO Lubricant Production Unit is certified with respect to Quality Management in accordance with ISO 9001:2015.

Βiofuels Sustainability Scheme

ΕKO S.A. implements a certified voluntary Sustainable Biofuel Scheme. Through this particular scheme, we contribute directly to the reduction of carbon dioxide (CO2) emissions produced by passenger cars and indirectly promote the sustainable production of agricultural raw materials.

Product Accessibility

Αt the HELLENIC PETROLEUM Group, we offer innovative, high-quality products with a competitive value/money ratio through an extensive network of fuel stations with full geographic coverage. Furthermore, we offer our products to commercial customers, industries and resellers. EKO S.A. operates eight fuel storage and distribution facilities throughout Greece, and two LPG storage, distribution and bottling facilities in the prefectures of Thessaloniki, Attiki and Rethymno (storage and handling).

Through its subsidiaries, the Group is active in the markets of Greece, Cyprus, Bulgaria, Serbia, Montenegro and North Macedonia. In parallel, exports are directed to all significant markets in SE Europe. The Group’s marketing company has a strong presence in the Greek market through the EKO and BP brands.

Main brands of the ΕΚΟ and BP fuel station network

95 EKONOMY BP Ultimate Unleaded 100 with ACTIVE technology
DIESEL EKONOMY BP Super Unleaded 98 with ACTIVE technology
EKO Premium 98 BP Ultimate Diesel with ACTIVE technology
ΕΚΟ Racing 100 BP Unleaded 95 with ACTIVE technology
Diesel AVIO Double Filtered BP Diesel with ACTIVE technology
ΕΚΟ Lubricants BP Autogas
E – Gas EKO

In Greece, the Group has a network of more than 1,700 fuel stations. The table above presents the “product mix”, in 2020, in the domestic and international markets where the Group’s subsidiaries are active.

Percentage of sales per product for each of the Group’s companies

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Unleaded Gasoline 95 octane 14.116% 32.612% 15.9% 13.1% 10.9% 32.43% 9.57%
Unleaded Gasoline 98 octane 0.026% 1.098% 5.2% 1.2% 2.70% 2.05%
Unleaded Gasoline 100 octane 1.324% 3.11% 1.41% 0.24%
Automotive diesel 31.457% 38.502% 67.2% 66.4% 63.62% 37.72% 76.95%
Heating Diesel 10.716% 20.179% 5.6% 7.66% 3.70%
Bunkering Fuel Oil 4.186% 3.69%
Lubricants 0.688% 0.126% 0.0% 0.01% 0.32% 0.27%
Kerosene 0.079% 0.007% 1.12%
Fuel Oil 24.986% 1.392% 6.1% 5.05%
Bitumen 2.456% 0.936% 0.0% 1.2% 11.83%
LPG 2.852% 2.038% 11.7% 3.5% 10% 7.76% 1.10%
Jet A1 7.114% 2.9% 1.00% 1.31% 6.36%
Polypropylene 0.0% 1.00%
Other (methane) 0.23%



The Group’s marketing company, with a strong presence in the Greek market through the EKO and BP brands, is active in retail and wholesale sales. The total volume of sales is allocated as follows:


Fuel marketing company, which supplies the Cypriot market (consumers and businesses) with EKO products (fuels and lubricants). The total volume of sales is allocated as follows: Retail sales (via 97 fuel stations) 59.77%, commercial and industrial customers 12.62%, other oil companies 14.81%, LPG customers 7.48%, international customers 5% (bunkering fuel 3.69% and aviation fuel 1.31%) and lubricants 0.32%.


Its network consists of 56 fuel stations (Company Owned Manager Operated) covering 5.8% of local needs and comprising 3.7% of the domestic market based on the number of fuel stations. 18% of total volume is wholesale and 82% is retail sales.


Its fuel station network covers 90% of the country, geographically, in the retail market, while the company covers 100% of the country in wholesale market respectively. Its retail market share is 6.1% (92 fuel stations). All fuel stations are COMO (Company Owned Manager Operated) type. 30% of the total sales volume is wholesale and 70% is retail.


It covers approximately 62% of the fuel market in North Macedonia. In addition, thanks to its significant storage capacity, it operates as a safety mechanism for uninterrupted fuel supply in the markets in which it is active (mainly North Macedonia and Kosovo, as well as Serbia, Montenegro and Albania). Concurrently, it is a major exporter and employer in services related to transportation, logistics and maintenance. Through its network of 27 fuel stations, it covers 8% of the local retail market in terms of the total number of fuel stations in the country, while its market share in terms of volume of sales in retail trade stands at approximately 14%.


Holds 40% of the retail market and 39% in terms of number of fuel stations in Montenegro. Its network includes 43 fuel stations, 3 yacht fuel stations, 1 fuel facility in Bar and 2 aviation fuel facilities in Tivat and Podgorica.


It is mainly active in the production and marketing of polypropylene film via the “biaxial stretching” method (BOPP FILM). 25% of the product is exported.

Responsible and Sustainable Procurement

Our partners are selected and evaluated based not only on business criteria, but also on sustainable development criteria.

The Group has a large and diverse list of suppliers, with over 12,000 active suppliers, for the purchase of materials, equipment or services. The list includes multinational companies but also local large, medium and small-sized enterprises. The Group’s suppliers are important business partners who contribute to the achievement of its business targets. They contribute to its competitiveness and Sustainable Development, affecting not only its financial performance but also its relations with all other stakeholders.

The main objective for the Group’s Procurement is to develop and maintain a broad and reliable supply chain, aiming to:

  • optimally cover the Group’s supply needs
  • promote healthy competition and equal opportunities
  • cultivate synergies and long-term relationships with mutual benefit
  • maintain absolute transparency and meritocracy
  • implement a strict framework of procurement ethics
  • create multiple supply options to ensure security of supply and minimization of business risks
  • adopt and promote sustainable business practices in environmental, social and economic issues in order to maximize positive impact
  • support local communities by selecting local suppliers, wherever possible, as this contributes to both local development and the realisation of the Group’s goals.

In order to achieve all the above and develop a network of collaborators that applies sustainable development practices at least equivalent to those of the Group, we follow a defined cooperation framework that includes a Code of Conduct, a Procurement Manual, policies and procedures promoting health and safety, commitment to environmental rules/ regulations and responsible work practices with respect for human rights, and a supplier evaluation procedure.

For all the above reasons, our partners are selected and evaluated both upon registration in our suppliers list and during our cooperation with them, based not only on business criteria but also on sustainable development criteria. Furthermore, all contracts with our suppliers incorporate a supplier “compliance clause” with the principles of the UN Global Compact (in the areas of human rights, labour, the environment and anti-corruption).

Customer Service
at Fuel Stations

Campaign to protect against COVID-19

We supported the national effort and the campaign “Let’s stay at home”, using the communication message “For the first time a fuel company tells you ‘Let’s stay!’” for BP and “Together we are all making a responsible move. Let’s stay at home” for EKO, while ensuring the smooth operation of fuel stations and standing by everyone’s needs. The campaign was supported with communication materials at the fuel stations, as well as with digital promotion.

Mystery visitor program

Thorough inspection of service and the compliance with operational specifications at fuel stations. Specifically, after selecting the mystery visitors, 60 points in 7 sectors of the fuel station are checked (forecourt and equipment, customer service, safety, shop, uniforms, WCs, promotional activities). In 2020, a total of 4,993 visits to fuel stations were conducted in the context of the mystery visitor program. Each fuel station received between 3 and 9 visits annually. The findings of the visits are posted each month on an e-platform, to which all sales staff have access so as to enable the monitoring of fuel station performance over time and other indicators that are useful in further improving and developing the services provided by the network.

Market research surveys for better & higher quality customer service

In the context of evaluating our customers’ satisfaction, in 2020, a total of 17 qualitative and quantitative market research surveys were conducted covering four main categories: 2 market studies regarding the significance of the EKO and BP brands, 12 studies regarding the performance of fuel station personnel, 1 study regarding the development and design of new products, 1 survey of actions to be taken for the network of our fuel stations and their adaptation to the COVID-19 era, and 1 survey regarding the satisfaction with a uniform supplier (service and uniform quality), which was addressed to our network of fuel stations

"Everyday, brighter" at BP fuel stations

We continue with the “Everyday, brighter” campaign, which was launched in November 2019 so as to enable customers to reevaluate the experience of having their vehicles refueled, transforming it from an obligation to a pleasant experience and shedding light on the moments that we share with our customers.

This experience is achieved thanks to our well-lit Bright Green Beakon fuel stations, ease of access, cleanliness in all areas of the fuel station, exceptional customer service provided by our employees, our high quality fuels, safe refueling and secure transactions, and the provision of special services, such as:

  • Free Wi-Fi at fuel station premises
  • Special hooks for securing pets and a special “pet corner” area
  • Free 12-Point Check for vehicles and motorcycles involving a full visual check of a vehicle’s main elements (tyre pressure, lights, brakes). In 2020, following the lifting of traffic restrictions due to the pandemic and in response to consumers’ needs for safety during travel, the program was reinforced at fuel stations nationwide with properly trained teams. The action was well received with a response rate of 27%. More specifically, the action, through participating BP stations, was communicated to 15,348 contacts and 4,104 on-site checks were carried out.


Introduction of new premium 98 octane gasoline in selected BP fuel stations

In July 2020, we launched the new BP Super Unleaded 98 octane gasoline, with the aim of providing a comprehensive proposition to our customers through differentiated products, responding to the modern needs of consumers and their preference for premium products, while penetrating the dynamic segment of ‘premium 98 octane’.

EKO App for smartphones

The free EKO App enables users to buy fuel contactless with the use of a credit/debit card and fleet card in selevted fuel stations. In addition, users can be informed about products, services and offers, find their nearest fuel stations, check the quality and origin of their fuel (EKO Guarantee) and order heating oil electronically. To date, the app has had over 28,000 registered users, providing them with the “My Garage” special section for storing useful information regarding their vehicles, with the option of receiving relevant reminders, such as next check/MOT test, insurance policy renewal, etc.

Continuous 24-hour customer service

To better serve and respond to customer needs, a 24-hour customer service hotline is in operation – telephone numbers 211-1818031 for BP fuel stations and 211-1818050 for EKO fuel stations. The management of all incoming calls is handled by specially trained ICAP personnel and the requests are forwarded to those employees who are responsible to resolve / respond to the matter.

Statistical data on calls to EKO and BP fuel station hotlines (2020)

  • BP fuel stations:
    incoming customer calls, out of which
    calls were forwarded to competent personnel to communicate with consumers within 24 hours in order to immediately resolve their requests.
  • EKO fuel stations:
    incoming customer calls, out of which
    calls were forwarded to competent personnel to communicate with consumers within 24 hours in order to immediately resolve their requests..

Product advertising and promotion

All activities related to advertising and promotion of products fully comply with the code of conduct of the Hellenic Advertisers Association and the Hellenic Association of Advertising – Communication Agencies (also see indicator 417-3). All marketing executives participate in training programs and seminars in order to be informed about best practices and new regulations.

Domestic Marketing KPIs

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Year 2018 2019 2020 2021
Number of CALYPSO
fuel stations


119 EKO
105 BP


125 EKO
113 BP


121 EKO
111 BP

Maintain existing
Average number of training man-hours per trainee
(fuel stations’ managers, owners and employees )*
3.16 2.65 2.77 Maintain
the same
high levels
of last
2 years

* Does not include training on Health, Safety and Environmental Issues.

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