Integrated Annual Report 2024-25
Integrated Annual Report 2024-25
Social & Relationship
Put the customer at the heart of every initiative:
"Alongside expansion of extensive network of customer touchpoints, IndianOil has strengthened customer engagement through initiatives such as One Team One Goal and digital platforms like Vishleshan & VIBA Chatbot, digital platforms like ePIC and IndianOil ONE app. Coupled with purpose driven CSR initiatives & strong supplier governance, IndianOil is forging deeper connections with communities and fostering long term shared values."
V Satish Kumar
Director (Marketing) upto 31.07.2025
Our social and relationship capital is the foundation of our sustained success and inclusive growth, benefitting all stakeholders. As India’s integrated energy major, we are responsible for fuelling the aspirations of a billion lives through meaningful engagements, beneficial partnerships and transformative community impact. Our operations touch a broad spectrum of stakeholders who play a significant role in our value- creation journey.
Our relationship with customers is built on decades of dependable service and continuous innovation. With over 15.46 Crore active LPG customers, 40,221 fuel stations and a growing base in petrochemicals and alternative fuels, our customer ecosystem is vast and diverse. To serve them better, we have consistently invested in digital platforms, customer care frameworks and secure delivery mechanisms that prioritise safety and satisfaction.
During the year, we continued to strengthen the electronic Platform for IndianOil Customers (ePIC), our unified digital backbone that supports seamless transactions, CRM, logistics and self-service tools. The platform now facilitates daily deliveries of over 30 Lakh Indane LPG cylinders, generates upwards of 1,248 Lakh invoices for lubricants and enables average real-time redemption of over 6 Lakh Per Day loyalty reward point transactions. Our efforts to digitise customer journeys also include expanding the ‘Easy-Go facility’ for LPG connection transfers, integrating DAC (Delivery Authentication Code) with biometric verification in pilot locations and enhancing the IndianOil One App with smart notifications, refill tracking and grievance logging.
These digital tools are complemented by a robust physical interface that includes field officers, dealership support and customer touchpoints such as the 1906 emergency helpline, CPGRAMS portal integration and local feedback systems. Each grievance is treated not just as a complaint, but as an opportunity to improve. Our training programmes for front-line personnel emphasise empathy, responsiveness and customer-centric problem-solving, ensuring that our last-mile engagement is as strong as our central systems.
Our robust network of suppliers and business partners plays an important role in ensuring seamless energy delivery across the country. Our procurement practices are guided by transparency, fairness and alignment with national priorities such as self-reliance and sustainability. We have enhanced supplier governance by expanding ESG risk assessments for our vendors and leveraging a Supplier Relationship Management (SRM) system to monitor financial, quality and environmental metrics.
To support Micro and Small Enterprises (MSEs), we earmark exclusive procurement items, simplify eligibility norms and promote digital participation through platforms like NIC and GeM. Additionally, we actively engage with international trade partners through long- term contracts and industry forums, highlighting global partnerships and unlocking new growth opportunities.
Investor trust is integral to IndianOil’s long-term value proposition. Our financial stewardship is guided by the principles of prudence, transparency and sustained returns. We maintain the confidence that shareholders place in our management and vision through consistent communication, detailed disclosures and timely dividends.
In 2024-25, we maintained a dividend payout aligned with profitability and long- term capital requirements. Our investor engagement extended across quarterly earnings calls, investor roadshows and ESG-themed investor briefings, reflecting our commitment to transparency and two- way communication. We also strengthened ESG disclosures, aligning with SEBI’s BRSR framework and global standards such as GRI and TCFD, thereby reinforcing the confidence of socially responsible investors.
Proposed Dividend for financial year 2024-25
Dividend payout ratio for financial year 2024-25
IndianOil shares a deep-rooted partnership with government and regulatory bodies, built on mutual trust, policy alignment and a shared vision for inclusive national development. We work closely with policymakers to co-develop frameworks that advance sustainable growth. Through our dedicated green energy arm, Terra Clean Ltd., we are translating policy goals into ground-level impact across critical area of renewable energy generation.
These efforts directly support India’s climate pledges and our own Net-Zero target by 2046. By actively contributing to flagship programmes such as Viksit Bharat @2047, Ujjwala 3.0 and the National Green Hydrogen Mission, we strengthen our role as a nation- builder—shaping a cleaner energy future while ensuring energy equity and resilience for all.
Contribution to the national exchequer
Our relationship with communities is defined by empathy, empowerment and long-term social impact. As an organisation that touches lives across geographies, we are committed to uplifting communities through targeted, high- impact initiatives that align with our Corporate Social Responsibility (CSR) Policy and the Sustainable Development Goals (SDGs).
We contribute to inclusive nation-building and socio-economic development of the communities we serve. Through our structured CSR programmes, we undertake wide-ranging interventions in education, healthcare, sanitation, skill development, women empowerment and rural infrastructure. Flagship projects like the Assam Oil College of Nursing (AOCN) and the Gyanodaya programme for ITI and Polytechnic education exemplify our focus on equitable development. We also support local economies by promoting local sourcing, entrepreneurship and community partnerships across the value chain.
Investment in CSR initiatives
Total beneficiaries reached through CSR programmes
During 2024-25, IndianOil played an active role in advancing Mission LiFE (Lifestyle for Environment)—a global movement promoting mindful, sustainable living. Through a wide range of initiatives, we encouraged communities, employees and customers to adopt eco- conscious habits. From awareness drives and public engagement activities to responsible consumption and waste reduction efforts, we integrated environmental thinking into everyday actions.
directly engaged through inclusive, action-oriented programmes that encouraged climate-responsible habits and deeper environmental awareness
distributed across Delhi NCR through retail outlets and customer outreach programmes
IndianOil employees took a digital pledge to adopt and advocate sustainable practices in both their personal and professional lives. This online collective action reflects IndianOil’s internal culture of responsibility toward the planet.
