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Consistent with its core values, Caltex focuses on providing products and services that meet or exceed the needs of its customers. We operate the largest oil company retail network in Australia. We also market to commercial and industrial customers.
Caltex All Stars
The All Stars program assists, audits and recognises performance across the retail network.
Each month some 600 franchisees are audited in a range of customer-focused areas including customer service (assessed by a mystery shopper), food safety, environmental health and safety, and security.
At the start of the program, standards compliance was at 76%. This rose to 97% at the end of 2002, and 97.48% in 2003.
Product stewardship
Information on all Caltex products is available to customers online, both on this website (click here) and through Material Safety Data Sheets (MSDSs) on the ACOHS website (www.msdsonline.com.au). MSDSs cover, for example, safe handling procedures, health effects and safe storage, transport and disposal.
Caltex also provides information on individual lubricants through our Lubelink Advisory Service by telephone (1300 364 169) or email (lubelink@caltex.com.au).
Participation in motor racing events provides proof-of-performance for Caltex products by demonstrating their effectiveness under extreme racing conditions. We sponsor the Caltex Racing V8 Supercar Team, the Subaru Rally Team and the Toyota Rally Team. These teams all rely on Caltex Havoline engine oil to protect their race cars. For more information on motorsports, click here.
Pricing
Caltex has implemented measures to inform customers about petrol prices and why they fluctuate as they do. Click here for detailed pricing information including:
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The effect of crude oil prices and refiner margins |
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Who receives the money from a litre of petrol |
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Why petrol prices vary during the week |
There are five major elements that affect the prices we pay for petrol in Australia:
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World price of crude oil |
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Value of Australian dollar relative to US dollar |
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Singapore refiner margins |
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Australian taxes and state government subsidies |
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Day to day service station competition |
Australian petrol prices are among the lowest in developed countries.
Customer assistance and complaints handling
Through listening to the voice of its customers we can discover what their needs are, how the company can improve and what it does well. The Customer Feedback Line (ph 1800 240 398 and cfg@caltex.com.au ) is for use by end users of Caltex products including motorists, distributors and customers.
The four main customer feedback issues over 2002 and 2003 were: general inquiries, promotions, general complaints and fuel quality queries.
Extending our retail market
During 2003 Caltex moved to increase retail fuel sales through developing a retail venture with Woolworths. The venture will create a national network of up to 470 Caltex and Woolworths jointly co-branded service stations offering quality fuel. It will meet customer demand for quick, convenient discount fuel and shopping locations. Click here for more information on the Woolworths venture.
The text above is a summary of chapter 7 of the Caltex Environment, Health, Safety & Community Report for 2002 & 2003. Please use the links on the right to view or download pdf files of this chapter or the entire report.
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