Our Quality Policy, approved at the highest level, establishes the fundamental guidelines for quality management at Galp.

It also drives our commitment to the continuous improvement of the quality of our processes, products and services. This is a management priority and a fundamental cornerstone in consolidating respect for the Galp brand.

In December 2019, APCER renewed the certification of the Integrated Management System (SIG) of Environment, Quality, Safety, Energy and Social Responsibility, with the maintenance of the system scope.

The strategy for the design of the Integrated Management System was based on the Business Process Management methodology as a quality management tool. In this context, the Company’s process model was developed and the concept of process lifecycle management was introduced in an end-to-end perspective, achieving a set of benefits:

Unique and integrated vision of processes
Standardization of processes lifecycle management methodologies
Elimination of duplicate efforts with the aim of optimizing processes
Sharing of experiences and good practices through the organization

Quality of customer service

We believe that our ability to listen to and to exceed the needs and expectations of our clients is fundamental to our success.

At Galp we seek to guarantee high levels of service excellence, through the effective response of the customer service system to each and every customer, at all times.

The customer service system is structured and prepared to listen, understand, explain, clarify and present solutions on a daily basis that guarantee the satisfaction of all who come to us with a request, question, suggestion or a complaint.

Customer orientation

The entire customer service system is focused on ensuring a high quality of service to customers.

In recent years, we have invested in the continuous improvement the customer service system and associated training. We are focused on careful management of service quality, which is based on the following activities:

Client questionnaires to evaluate satisfaction with products, services and customer service;
Routine and customized audits, with the aim of continuously improving clear and well-defined processes and procedures;
Appropriate incentive system and well-defined responsibilities;
Quality management system certification;
Specific training in customer service quality;
Appropriate technology/information systems support.

Components of the customer service system

The service system incorporates all the resources and employees from the various units who have a mission to meet, contact, or relate to customers:

Network of stations and shops (attendance in person);
Contact Centre (non-face-to-face service);
Digital channels (specific web portals and websites that provide information and services over the internet);
Gas emergency centres (non-face-to-face and face-to-face, by patrols, when applicable).

Our employees who perform the service are the primary component of the whole system, since they deal daily with multiple situations with different degrees of complexity, which requires good preparation and appropriate training.

Implementation of customer services for clients with special needs

We have a special customer services provided in the Portuguese market for deaf people.

We provide a customer service line via internet for video calls from deaf customers on the Portal do Cidadão Surdo. This service is provided by a team of interpreters certified by Serviin who, through a video call, provide on-line interpretation of the Portuguese sign language.

Find out more about this service on the Portal do Cidadão Surdo.

At the Galp Stations, we have an assisted service for disabled customers. The assisted service is available in 68 Galp service areas and is exclusively for people with reduced mobility and drivers of adapted vehicles. These service areas are identified with specific signs on the porches and supply spots.

Product quality

Product quality assurance is key for oil companies in meeting the expectations and requirements of their clients.

The existence of strict internal specifications subject to a careful control process ensures that, throughout the logistic chain, product characteristics are kept within the limits applicable in each geographical area.

Our commitment to market products that meet or exceed applicable legal or contractual requirements, and to ensure efficient use of resources by investing in innovative technologies and in the best available operating techniques, poses challenges with regard to efficiency and effectiveness.

These can only be met by sharing knowledge in scientific, technical, economic and legislative areas, which have an impact on product quality. We maintain therefore, a set of important links with several organizations that lead in the development of product quality and we position ourselves as a company of excellence in the markets where we operate. In this way, it is possible to anticipate risks arising from changes in specifications and to ensure the effectiveness of our product quality assurance process.

We also monitor the regulatory review of product quality and numerous studies that are currently taking place on this subject as a result of technical and economic issues.

Technical participation

CONCAWE - Fuel Quality and Emissions Management Group

As part of our participation in CONCAWE - Fuel Quality and Emissions Management Group and its working groups, we maintain a set of important links with various organizations that lead in the development of fuel quality.

At Galp, we have been monitoring the work carried out, either through participation in CONCAWE or through participation in the Technical Commission - CT38, within the framework of the Portuguese Quality System, in order to be ready at all times to supply the most evolved fuels.

ADH - Marine Fuels and ADH - Aviation Fuels

In the field of marine fuels, we are participating in the ADH groups - Marine Fuels, and in the case of aviation fuels, we participate in the ADH group - Aviation Fuels, through Galp Energia.

The creation of these groups establishes and consolidates links with organizations such as the IPIECA (International Petroleum Industry Environmental Conservation Association), ISO (International Standards Organization) - ISO/TC28/SC4/WG6 and IMO (International Maritime Organization) in the case of marine fuels, and with the Joint Inspection Group (JIG) and the AFC (Aviation Fuel Committee of the Energy Institute) in the case of aviation fuels.

The work groups cover several areas of fuel quality and enable interaction with other companies operating in the market. As a result, at Galp we have positioned ourselves in an advantageous position that enables us to anticipate risks and consolidate strategic scenarios.

EUROBITUMEN and CT153

In the case of bitumens, we have been monitoring regulatory developments through participation in EUROBITUMEN, and in Portugal, in the CT153 Technical Committee. The work carried out by this committee with a view to publishing the national annex to the standard EN12591 that establishes the specifications for pavement bitumen is notable.

Laboratories

We have laboratories of acknowledged expertise that employ a vast team of experienced technicians and technically complex equipment.

Our laboratories have maintained their accreditations granted by IPAC, in accordance with the NP EN ISO/IEC 17025 standard. This qualification is recognized internationally as having the highest requirements for testing laboratories, and it is still one of the main supports of the quality assurance system, because of the confidence it gives to stakeholders.

Compliance with regulatory requirements requires the participation of laboratories in international inter-laboratory comparison programmes, in which our laboratories have been excelled due to their high levels of performance.