Customer and Product Responsibility

We provide safe and high-quality products while exploring ways to improve our customers’ experience with using our fuels. For this purpose, we work closely with universities and research institutes to identify advanced fuel technologies.

We distribute a wide range of petroleum products, including gasoline, diesel, LPG and kerosene. To ensure the quality of the fuels, we continuously monitor the entire supply chain of petroleum products, from refinery to filling stations. Therefore, we aim to provide products that meet our customers’ quality expectations.


The OMV Petrom Group is present on the oil products retail market in Romania and neighboring countries through 793 filling stations, under two brands – OMV and Petrom.


In the third quarter of 2020, OMV Petrom and Auchan Romania finalized the agreement to extend their partnership and to open 400 MyAuchan proximity stores in the Petrom-branded filling station network in the following 5 years. For this target, OMV Petrom and Auchan Retail Romania will invest more than EUR 50 million in total to refurbish the ~400 Petrom branded filling stations. MyAuchan proximity stores will replace the existing commercial spaces in the Petrom-branded filling stations, offering customers over 2,500 products. In 2020 OMV Petrom and Auchan Retail România opened 25 such MyAuchan proximity stores. Thus, Petrom’s best value for money proposition in fuels has been completed with Auchan’s offering of 24/7, convenient, accessible goods, available while customers fuel their cars.


On December 15th, OMV Petrom inaugurated the first upgraded Petrom branded filling station, as part of an extensive modernization program addressing the entire network. This filling station includes a fast lane for fueling and card payments solutions at the pump. Concerning our plans regarding electric mobility, our approach is to develop the electric vehicle-recharging infrastructure in our filling stations network, in partnership with other players in this field. Thus, in September 2020, we announced a partnership with Enel X for installing 10 fast recharging stations for electric cars in filling stations in Romania. This comes after the announcement in the second quarter of the partnership with Eldrive, for installing 30 fast charging stations for electric cars in filling stations in Romania and Bulgaria.


In October 2020, OMV Petrom, launched the OMV Climate Neutral card in Romania, through which companies can become active in climate actions and contribute to offsetting carbon emissions resulting from fuel usage. This option, a premiere for the Romanian fuel market, is enabled through the cooperation with ClimatePartner, an international solutions provider for corporate climate action. The OMV Climate Neutral card can be used by businesses for fuel purchases in the OMV and Petrom branded filling stations. OMV Climate Neutral runs like a traditional fuel card and offers companies the possibility to offset carbon emissions caused during transportation by paying a fixed price of RON 0.023/liter for gasoline and RON 0.027/liter for diesel, in order to support the carbon offset projects in ClimatePartner’s portfolio.

Any user of an OMV Climate Neutral card will be able to check, at any time, the volume of offset carbon emissions, on the ClimatePartner portal. The card can be ordered online through our virtual store on the OMV Romania website. Customers will receive a certificate confirming their contribution by offsetting carbon emissions. This mechanism for compensating the emissions is performed in accordance with the standards imposed by the Intergovernmental Panel on Climate Change.

Product responsibility

We manage product quality and safety in accordance with our internal policies and national and international regulations and standards. We use standardized processes, quality testing across the supply chain and a state-of-the-art traceability system to ensure the quality and safety of our products.


We provide partners and customers with detailed information about our products. 100% of the fuel distributed is subject to product information and labelling requirements, such as the sourcing of components of the product or service, content, safe use, as well as disposal of the product and environmental/social impacts. 


New products are developed continuously in line with the standards and regulations in place and in close relationship with the market and with our clients’ requirements.


OMV Petrom supplies fuels with a volumetric bio-content of 6.5% in diesel and 8% in gasoline. The use of fuels with increased bio-content contributes to achieving the EU targets of reducing greenhouse gas emissions. As per the European regulations, the renewable energy content in transportation fuels must increase from 10% in 2020 to 14% in 2030, in order to support the reduction targets of greenhouse gas emissions arising from transportation.


Bio-quota targets are set as energetic substitution targets, whereby each fuel has a different energy content defined.

In 2020, OMV Petrom invested approximately EUR 21 mn at Petrobrazi refinery in order to increase the bio-blending capacity and to improve the infrastructure for the transport, unloading and storage of bio-components within the refinery. We increased the annual bio-blending capacity from 200 kilotons to approximately 350 kilotons for supplying fuels with increased quantities of bio-components into finished products.

SDG 7.2 By 2030, increase substantially the share of renewable energy in the global energy mix.

OMV Petrom developed at the Petrobrazi refinery a new marine fuel oil with low sulfur content of up to 0.5%, following EUR 3 mn investment. This product is unique to the Romanian market. The fuel allows shippers to reduce sulfur emissions and to be compliant with the International Maritime Organization (IMO) 2020 regulations.


In terms of waterborne transport, we use the Danube navigation system for delivering products from Downstream. We ensure our transport service providers operate with due diligence from safety and environmental perspectives. In addition to legal requirements (e.g., European Agreement concerning the International Carriage of Dangerous Goods by Inland Waterways), we ask for a valid EBIS (European Barge Inspection Scheme) Certification and an implemented management system in accordance with ISO 9001, 45001 and 14001. Crude transportation partners are subject to an additional assessment against the TMSA (Tanker Management and Self-Assessment) Standard, as OMV is a member of the OCIMF (Oil Companies International Marine Forum).

Safety Data Sheets

Safety Data Sheets for our fuels are available for consultation on our website or in the filling stations, together with other documents such as conformity certificates, authorization, and licenses or delivery specifications.


These documents, regulated under REACH (EU regulation no. 1907/2006), include comprehensive information on potential health, safety, and environmental hazards and inform customers and employees how to handle and use our products safely.


We are committed to producing low sulphur diesel and gasoline (sulphur content <10 ppm) at our Petrobrazi refinery. In 2020, we blended 118.8 kt of biodiesel into diesel and 58.2 kt of ethanol into gasoline fuels for obtaining bio-fuels.

Customer satisfaction

In 2020, we continued our efforts to understand and improve customers’ satisfaction in both our brands in Romania. Thus, a customer satisfaction survey was run in the Petrom and OMV branded filling stations providing almost 23,000 unique customers feedback related to the general satisfaction in our filling stations and also to products and services that we offer to our customers. According to the report, the customers’ general satisfaction related to the OMV brand is 89.7%, significantly above the previous year (84%). Same situation for the Petrom brand, where it increased from 86% to 92%.


The performance fuels area is reconfirmed as the one with the highest performance (94% of customers declaring they are satisfied and very satisfied with the high quality of OMV MaxxMotion Performance Fuels). Other areas with very high customer satisfaction are: VIVA shop, our Gastro offer and additional services available in OMV filling stations.


The overall satisfaction of the Petrom brand is rated at 91.5%. In the Petrom branded filling stations, the area with the highest satisfaction rating is the fuels, reconfirming the brand’s unbeatable “value for money” positioning.

Projects for communities-reducing the HSSE risks for consumers

In Downstream Oil we always focus on conducting the business responsibly, efficiently and in an innovative way. We are committed to create long-term value for the company and our stakeholders, while respecting the environment and supporting the communities in which we operate.


► In 2020, 19 projects were implemented in the filling stations, with focus on health, safety, security, and protection of the environment. They involved partners from 74 filling stations. The success of those projects is the consequence of a very good cooperation between OMV Petrom employees, filling stations partners and their employees, authorities and products suppliers.


►The pandemic made Romanians understand the importance of solidarity and helping others in the community. OMV Petrom also shows its support for the Romanians in the context of COVID-19. On December 1st, we launched an initiative in partnership with the NGO Narada to open the way to online school to facilitate the access to education for children without financial possibilities. Romanians can donate money they save not going to school during this period. Each donated amount will be doubled by OMV Petrom at the end of the campaign.


► In Serbia, OMV Serbia donated income from the sale of VIVA coffee to charity. OMV Serbia traditionally celebrates the International Coffee Day on October 1, a good opportunity to jointly contribute together with the customers and work with organizations on the welfare of vulnerable children and youth. The entire income resulting from the sale of the popular VIVA coffee at OMV filling stations in Serbia during the Coffee Day was donated to the NGOs NURDOR (National Association of Parents of Children with Cancer) and the SOS Children’s Villages Serbia Foundation.


► Life in the OMV Petrom filling stations during COVID-19 is a constant team effort. We consider safety of our filling station staff, our customers and partners, a first priority. Therefore, we ensured the supply with protection materials (gloves at the pumps, face shields, face masks for staff, surface and hand disinfectants), as well as safety measures communication. Also, during the pandemic crisis we maintained our filling stations activity 100% operational, by having an active dialogue with our partners to ensure the continuity of the business. Several measures were taken in full accordance with the legal and safety requirements (gastro area was restricted to a basic food portfolio offered only ToGo).

Status 2020► We continued to provide products and services that meet our customers` needs in terms of quality and cost requirements, and increase customer satisfaction.
► We permanently integrated environmental, health and safety in the way we manage product quality throughout the manufacturing and sales process.
► We remained focused on further consolidating the market position of our premium fuels by underlining their unique benefits.
► We complied with EU and national regulations in terms of renewable energy content in our fuels to contribute to reducing GHG emissions.
Action plan to achieve the targets► We continue to offer innovative products and services that meet the needs of our customers in terms of quality and cost requirements, respecting national and international standards, paying attention to the environmental impact and the climate change measures that can be implemented.
► We intend to collect burnt cooking oil in selected 50 OMV filling stations. For 2 liters of oil brought to OMV, we offer a free Viva coffee and the promise to plant one tree.

Sustainable Development Goals (SDGs) supported