PRD/SZNS 078-2023  
 
ICS                                  Edition 1  
 
 
 
 
 
 
 
ESWATINI NATIONAL STANDARD  
 
 
 
 
Fuel Supply - Quality of Service  
 
 
 
 
 
 
Published by: Eswatini Standards Authority  
Marble Construction Building, Plot 247 11th Street King Mswati III Avenue West  
P. O. Box 1399, Matsapha, Kingdom of Eswatini  
Telephone: +268 2518 4633, Facsimile: +268 2518 4526  
Website: www.swasa.co.sz   
E-mail: info@swasa.co.sz  
©Eswatini Standards Authority 202 3 
 
 PRD SZNS 078:2023   
Edition 1  
© Eswatini Standards Authority 2023   
All rights reserved   COPYRIGHT NOTICE  
This Eswatini Standards Authority (SWASA) document is a National Public Review  Draft standard 
and is copyright  protected by SWASA. Neither this SWASA document nor any extract from it may 
be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, 
photocopying, recording or otherwise, without prior written permission being secured.  
Requests for p ermission to reproduce shall be addressed to:  
The Information Officer  
Eswatini Standards Authority  
P.O. Box 1399, Matsapha  
Tel. + 268 2518 4633  
Fax: + 268 2518 4526  
E-mail: info@swasa.co.sz  
Website: www.swasa.co.sz   
Reproduction may be subject to royalty payments or a licensing agreement.  
Violators may be prosecuted.  
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Table of changes  PRD SZNS 078:2023   
Edition 1  
 
© Eswatini Standards Authority 2023   
All rights reserved   Clause Changed  Date  Change  
   
NATIONAL FOREWORD  
This Eswatini National Public Review  draft Standard was prepared by Technical Committee  23 – 
Petroleum products & lubricants  in accordance with procedures of the Eswatini Standards Authority, 
in compliance with Annex 3 of the WTO/TBT Agreement.  
 
 
 
 
  PRD SZNS 078:2023   
Edition 1  
© Eswatini Standards Authority 2023   
All rights reserved   Table  of Contents  
0 Introduction  ................................ ................................ ................................ ..............................  8 
1 Scope  ................................ ................................ ................................ ................................ ........  9 
2 Normative References  ................................ ................................ ................................ ............  10 
3 Terms & Definitions  ................................ ................................ ................................ ..............  10 
4 General Requirements  ................................ ................................ ................................ ............  10 
4.1 Product Quality  ................................ ................................ ................................ ................  10 
4.1.1   ................................ ................................ ................................ ................................ .. 10 
4.1.2   ................................ ................................ ................................ ................................ .. 11 
4.2 Minimum Stock Holding Obligation  ................................ ................................ ...............  11 
4.2.1  . ................................ ................................ ................................ ................................ . 11 
4.2.2  . ................................ ................................ ................................ ................................ . 11 
4.3 Customer Service  ................................ ................................ ................................ .............  11 
4.3.1   ................................ ................................ ................................ ................................ .. 11 
4.3.2   ................................ ................................ ................................ ................................ .. 11 
4.3.3   ................................ ................................ ................................ ................................ .. 11 
4.4 Product Transporta tion ................................ ................................ ................................ .... 11 
4.5 Training of Personnel  ................................ ................................ ................................ ...... 11 
4.5.1   ................................ ................................ ................................ ................................ .. 11 
4.6 Measurement and Me tering  ................................ ................................ .............................  12 
4.6.1   ................................ ................................ ................................ ................................ .. 12 
4.6.2   ................................ ................................ ................................ ................................ .. 12 
4.6.3   ................................ ................................ ................................ ................................ .. 12 
4.6.4   ................................ ................................ ................................ ................................ .. 12 
4.6.5   ................................ ................................ ................................ ................................ .. 12 
4.6.6   ................................ ................................ ................................ ................................ .. 12 
4.7 Over or Under Delivery  ................................ ................................ ................................ ... 12 
4.8 Quantity Measurement Procedures for Tank Truck Deliveries of Product  .....................  13 
4.9 Delivery Failure  ................................ ................................ ................................ ...............  13 
4.10  Initial Delivery Planning  ................................ ................................ ..............................  13 
4.11  Delivery at Storage Facilities  ................................ ................................ .......................  14 
4.11.1  ................................ ................................ ................................ ................................ ...... 14 
4.11.2  ................................ ................................ ................................ ................................ ...... 14 
4.11.3  ................................ ................................ ................................ ................................ ...... 14 
4.11.4  ................................ ................................ ................................ ................................ ...... 14 
4.11.5  ................................ ................................ ................................ ................................ ...... 14 
4.11.6  Wholesale Licensee’s Obligations  ................................ ................................ ...........  14 
4.12  Adjustment to Delivery Point or Delivery Window  ................................ ....................  14 
4.13  Right to Witness  ................................ ................................ ................................ ...........  15 
4.14  Departure from Loading Facility  ................................ ................................ .................  15 
4.15  In-Transit Communications  ................................ ................................ .........................  15 
4.16  Arrival  ................................ ................................ ................................ ..........................  15 
4.17  Discharge  ................................ ................................ ................................ .....................  15 
4.18  Delivery Procedures for Tank Truck or Oil Pipeline Deliveries  ................................ . 15 
4.19  Tank Truck Laytime  ................................ ................................ ................................ .... 16 
4.19.1  Allowed Laytime  ................................ ................................ ................................ ...... 16 
4.19.2  Used Laytime  ................................ ................................ ................................ ...........  16 PRD SZNS 078:2023   
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© Eswatini Standards Authority 2023   
All rights reserved   4.19.3  Used Laytime Exclusions  ................................ ................................ .........................  16 
5 Quality Control in the Supply Chain  ................................ ................................ .....................  16 
5.1.1  ................................ ................................ ................................ ................................ ............  16 
5.1.2  Quality Measurement Procedures for Tank Truck of Product  ................................ . 16 
5.2 Nonconforming Product  ................................ ................................ ................................ .. 17 
5.2.3  Retail Licensee Accepts Product  ................................ ................................ ..............  17 
5.2.4  Retail Licensee Refuses Product  ................................ ................................ ..............  17 
5.3 Modifications to Quality Specifications  ................................ ................................ ..........  18 
5.4 ................................ ................................ ................................ ................................ ...............  18 
6 Fuel transport, Storage and Transfer  ................................ ................................ ......................  18 
6.1 ................................ ................................ ................................ ................................ ...............  18 
7 Spill Mitigation by Wh olesale Licensee  ................................ ................................ ................  19 
7.1 Spill Planning and Prevention  ................................ ................................ .........................  19 
7.2 Conveyance Spill Response  ................................ ................................ .............................  19 
7.3. ................................ ................................ ................................ ................................ ..............  19 
7.4 ................................ ................................ ................................ ................................ ...............  20 
8 Monitoring of Compliance  ................................ ................................ ................................ ..... 20 
8.1 ................................ ................................ ................................ ................................ ...............  20 
8.1.1  ................................ ................................ ................................ ................................ ........  20 
8.1.2  ................................ ................................ ................................ ................................ ........  20 
8.1.3  ................................ ................................ ................................ ................................ ........  20 
9 Representative Sampling  ................................ ................................ ................................ ....... 20 
9.1 ................................ ................................ ................................ ................................ ...............  20 
9.2 ................................ ................................ ................................ ................................ ...............  20 
9.3 ................................ ................................ ................................ ................................ ...............  20 
9.4 ................................ ................................ ................................ ................................ ...............  20 
10 Testing and Interpretation of Test results in the Supply Chain  ................................ .............  21 
10.1 ................................ ................................ ................................ ................................ .............  21 
10.2 ................................ ................................ ................................ ................................ .............  21 
Note:  ................................ ................................ ................................ ................................ ...........  21 
11 Documentation  ................................ ................................ ................................ .......................  21 
11.1 ................................ ................................ ................................ ................................ .............  21 
11.2 ................................ ................................ ................................ ................................ .............  21 
11.3 ................................ ................................ ................................ ................................ .............  21 
11.4  Supporting Documentation  ................................ ................................ ..........................  21 
11.5  Fuel Properties / Handling Advice  ................................ ................................ ...............  21 
11.6 ................................ ................................ ................................ ................................ .............  21 
11.7  Quality Management Systems (QMS)  ................................ ................................ .........  22 
12 Contracting  ................................ ................................ ................................ .............................  22 
12.1 ................................ ................................ ................................ ................................ .............  22 
12.2 ................................ ................................ ................................ ................................ .............  22 
12.3 The contract shall specify  ................................ ................................ ................................ .. 22 
12.4 ................................ ................................ ................................ ................................ .............  22 
13 Dispute Resolution  ................................ ................................ ................................ .................  22 
13.1 ................................ ................................ ................................ ................................ .............  22 
13.2 ................................ ................................ ................................ ................................ .............  22 
13.3 ................................ ................................ ................................ ................................ .............  22 PRD SZNS 078:2023   
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© Eswatini Standards Authority 2023   
All rights reserved   13.4 ................................ ................................ ................................ ................................ .............  22 
13.5 ................................ ................................ ................................ ................................ .............  23 
Note:  ................................ ................................ ................................ ................................ ...........  23 
14 At Retail Service Stations  ................................ ................................ ................................ ...... 23 
14.1  Customer Service  ................................ ................................ ................................ .........  23 
14.2  Dispenser Calibration and Maintenance  ................................ ................................ ...... 23 
14.3  Provision of Ancillary Services  ................................ ................................ ...................  23 
14.4  Pricing of Petroleum Products  ................................ ................................ .....................  23 
14.5  Product Availability  ................................ ................................ ................................ ..... 23 
14.6  General Surroundings  ................................ ................................ ................................ .. 24 
14.7  Service Payment Options  ................................ ................................ .............................  24 
14.8  Reporting of Customer Incidents / Accidents  ................................ ..............................  24 
14.9  Grading of Retail Service Stations  ................................ ................................ ...............  24 
14.10  Responsibilities of the Customers  ................................ ................................ ................  24 
14.11  Health and Safety, Hygiene and House Keeping at Retail Service Stations  ...............  24 
14.11.1  Fuel Island and Dispensing U nits ................................ ................................ .........  24 
14.11.2  Fueling Vehicles  ................................ ................................ ................................ ... 25 
14.11.3  Filling Portable Fuel Containers  ................................ ................................ ...........  26 
14.11.4  Calibration and Verification of Fuel Dispensers  ................................ ..................  26 
14.11.5  Records and Documentation  ................................ ................................ .................  26 
14.11.6  Use of Mobile Phones and Electronic Gadgets  ................................ ....................  27 
14.11.7  Supply of Fuel to Children and Mentally Challenged Persons  ............................  27 
Annex A: Complaints Procedure  ................................ ................................ ................................ ... 28 
Complaints Procedure  ................................ ................................ ................................ ....................  28 
General Information on complaints procedure  ................................ ................................ ...... 28 
Annex B: Complaint Form  ................................ ................................ ................................ .............  30 
Customer  Complaints  Form  ................................ ................................ ................................ ..........  30 
Annex C: Timelines for Resolving Customer Complaints  ................................ ............................  31 
Annex D: Policies  ................................ ................................ ................................ ..........................  32 
Safe and S ecure Workplace Policy for Petroleum Licensee and Service Providers  ......................  32 
Bibliography ................................ ................................ ................................ ................................ ... 34 
 
 
   
 
 
 
 
 
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 PRD SZNS 078:2023   
Edition 1  
© Eswatini Standards Authority 2023   
All rights reserved   0 Introduction  
The aim of the standard is to outline various service activities and the minimum standards for 
measuring the quality of service provided to customers by petroleum licensees from wholesale to 
retail operations.  
This standard defines what a customer can expect from a service provided at a petroleum facility and 
how it should be delivered by the service provider. Th e Standard provides indicators of service quality 
and specifies time periods for delivery. The indicators are focused primarily on the product quality 
and customer services.  
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 PRD SZNS 078:2023   
Edition 1  
 
© Eswatini Standards Authority 2023   
All rights reserved   Fuel Supply - Quality of Service  
1 Scope  
This Standard is intended to give a common basis for evaluating quality of service for petroleum 
licensees in a constant manner, by outlining the minimum requirements for quality of service provided 
from wholesale to retail operations in Eswatini. In addit ion, the standard shall be applicable in the 
following manner:  
a) The minimum requirements specified shall apply at the point of product and service delivery to 
customers;  
b) It is the responsibility of licensees to manage the quality of service provided to cus tomers. The 
customers and Licensees should be aware of their rights and obligations towards each other;  
c) set minimum requirements for auxiliary services to be provided to customers ; 
d) Set timelines in which specific services shall be rendered by petroleum lic ensees ; 
e) The quality -of-service standards shall not apply in cases where licensees are experiencing 
unavoidable circumstances, such as:  
i. War, uprising, theft, sabotage, attack, malicious damage, vandalism or riot;  
ii. Damage caused by accidental and unavoidable occurrences attributable to a third party;  
iii. Direct material damage caused primarily by the unusual intensity of a natural event,  where the 
usual precautions to prevent such damage could not prevent it or could not be taken;  
iv. Extreme atmospheric phenomena  (natural disasters)  which could not be prevented because of 
their cause or their extent, and to which petroleum infrastructure are particularly vulnerable;  
v. Industrial action that prevents normal operation of the service provision;  
vi. Damages arising from vehic le accidents  
vii. Stock out (fuel and oils)  
viii. Power out rages and water crisis (unpaid bills/utility shut down)  
ix. Equipment maintenance/ failure (forecourt)/planned or unplanned  
This standard shall encompass the following aspects in a petroleum facility;  
a) customer se rvice  
b) Safety  
c) Reliability  
d) Efficiency  
e) metrology  
 PRD SZNS 078:2023   
Edition 1  
© Eswatini Standards Authority 2023   
All rights reserved   2 Normative References  
The following documents are referred to in the text in such a way that some or all of their content 
constitutes requirements of this document. For dated references, only the edition cited applies. For 
undated references, the latest edition of the referenced document (including any amendments) applies : 
NIST Handbook 130, Uniform Engine Fuels and Automotive lubricants Regulations.  
3 Terms & Definitions  
In this Standard, terms and definitions f rom SZNS 080 shall apply as well as the following : 
3.1 Petroleum Licens ing 
the act of giving licenses (geographical areas at land or sea) to a company or a joint venture allowing 
them to search for commercially feasible deposits for the extraction of petroleum  
3.2 Incidents  
an instance of something happening; an event or occurrence.  
3.3 Accidents  
an undesirable or unfortunate happening that occurs unintentionally and usually results in harm, 
injury, damage,  casualty  or loss . 
3.4 Certificate of Quality (COQ)  
Document that indicates that the product, process or service meets certain minimum quality standards . 
3.5 Laytime  
Maximum time taken by the tank truck being delivered onsite  
3.6 Flange gasket  
Gasket  designed to seal the space between two connecting flange sections in piping systems to create 
a leak proof seal. Three primary types are non -metallic, semi -metallic and metal gasket.  
3.7 ASTM  
American Standard Test Methods  
4 General Requirements  
4.1 Product Qua lity 
4.1.1 Products supplied by wholesalers and retailers shall at minimum meet the following  standards:  
a) SZNS  016 – Unleaded Petrol  
b) SZNS 017 – Automotive Diesel  PRD SZNS 078:2023   
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© Eswatini Standards Authority 2023   
All rights reserved   4.1.2 Blended products shall at minimum conform to : 
a) SZNS 054: 2017 – 10% Ethanol Blend,  and 
b) SZNS SANS 1935:  2011 – Automotive Biodiesel.  
4.2 Minimum Stock Holding Obligation  
4.2.1 All wholesaler shall maintain a minimum stock as  outlined by the Regulator y Authority . 
4.2.2 All retailer shall maintain a sufficient working stock in line with delivery timelines to ensure 
service station does not run dry.   
4.3 Customer Service  
4.3.1 Management and establishment of the following actions for customer service will influence 
the quality of service provided by each licensee:  
a) Procedures for handling customer  complaints  and related records ; 
b) Multip le communicati on channels , like, emails support , live charts, phone support  to improve 
overall  customer experience , specific customer social/chat groups , and memos . 
c) Regularly monitoring customer satisfaction levels through surveys  / customer suggestion  box 
or complaint log book to identify areas of improvement.  
d) trained staff to address customer issues in a timely and transparent manner.  The trainer should be 
accredited.  
4.3.2 All customer complaints must be resolved within a period of 7  calendar  days depending on 
the severity and nature of the compliant . If not resolved after 7 days, the complainant may escalate to 
the wholesaler . If the complaint is not addressed by the wholesaler after 7 days, the complainant may 
escalate to the regulator.  
4.3.3 Petroleum  license es shall have efficient fuel supply logistic systems in place to minimize  
delays and communicate any potential issues to customers in time.  
4.4 Product Transport ation   
Bulk transportation of petroleum p roducts shall  comply with the requirements of the applicable 
standard for transportation of dangerous goods and all applicable requirements by the relevant 
authorities , including financial responsibility to environmental damages.  
4.5 Training of Personnel  
4.5.1 The licensee shall  facilitate  specific training to employees. The licensee shall provide training 
which should at  least cover the following;  
i. Product knowledge  of hazardous material ; 
ii. Health, safety, security , environment and quality;  eg basic fire -fighting, first aid  
iii. Customer Service  relating to the industry  
iv. House keeping  PRD SZNS 078:2023   
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© Eswatini Standards Authority 2023   
All rights reserved   4.6 Measurement and Metering  
4.6.1 The quantity of fuel delivered to customers shall be determined by measurement at the 
delivery point by approved meters, and shall be verified by the relevant bod ies.  
4.6.2 The met ers both at the loading facility and at the delivery point shall be certified by a reputable 
and qualified company  in line with the Metrology  requirements and procedures .  
4.6.3 At any time,  the metering at the delivery point  shall be verified.  
4.6.4 If at any time the metering is found to be inaccurate or not operational, the metering facilities 
shall be taken out of service until they have been repaired, re -calibrated and certified as accurate in 
accordance with the Metrology requirements and procedu res. 
Note: Calibration sticker to be visibly displayed in fueling stations.  
4.6.5 The meters shall have a measurement tolerance as outlined by the relevant authority(ies)  
between which the meters shall be deemed to be accurate. If the relevant meter used for measuring 
volume of Fuel is found to be reading outside the agreed tolerances, then that meter shall be deemed 
to have been reading inaccurately from the time when tan k losses or gains were recorded since the 
last certification by the Meter Certifier (or if later, the last verification by Metrology ), and if the 
volumes of fuel supplied according to such readings are:  
a) in excess of the actual volume of fuel supplied, a volume of under delivery shall be calculated 
accordingly, and the value thereof shall be paid and/or, at customer’ s option, offset against 
payments due; or .  
b) less than the actual volume of fuel supplied, volume of over -delivery shall be calculated 
accordin gly, and the value thereof shall be paid to the supplier by the customer.  
Note : the loss  should be  absorbed by the wholesaler and the gain retained by the retailer. Similar to a price change scenario . 
Note 2: Licensees should keep records of all customers to the forecourt.  
4.6.6 The cost for any additional certification shall be paid for by the requesting party if the certified 
meter is found to be within the agreed tolerances, and shall be paid for by the non -requesting party if 
the certified meter is found to b e outside the agreed tolerances.  
4.7 Over or Under Delivery   
4.7.1  Retail Licensee  shall specify the order quantity to be delivered at the time the specific 
commercial terms and conditions applicable to the transaction are established by the parties.  
4.7.2  Wholesale licensee  shall have the obligation to transport and deliver to retail licensee  the order 
quantity specified by retail licensee .  
4.7.3  The delivery quantity actually delivered hereunder shall equal an amount no less than fifty 
percent ( 50%) and no  greater than one hundred and ten percent (110%) of the order quantity, unless 
otherwise specified in the commercial terms and conditions.  PRD SZNS 078:2023   
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© Eswatini Standards Authority 2023   
All rights reserved   4.7.4  The allowed tolerance is intended solely for compensating for losses. The quantity measurement 
procedures to b e followed by the parties for determining the delivery quantity  for tank truck deliveries  
is in this standard . 
Note: 95% is not realistic where there is fuel supply shortages. This may be true only after there is a functional national 
storage facility . 
4.8 Quantity Measurement Procedures for Tank Truck Deliveries of Product  
4.8.1  Wholesale Licensee shall determine the quantity of Product loaded into the Tank Truck through 
metering at the Loading Facility.  
4.8.2  Wholesale Licensee  shall provide meter ticket s reporting the quantity loaded into the Tank 
Truck.  
4.8.3  Wholesale Licensee  shall provide proof of proper maintenance and calibration of meters at the 
Loading Facility , upon request by Retail Licensee . 
4.9 Delivery Failure  
4.9.1  In the event Wholesale Licensee  delivers less than ninety -five percent (95%) of the Order 
Quantity, Retail Licensee  shall have the right, but not the obligation, to purchase replacement Product 
to acquire an aggregate of ninety -five percent (95%) of the Order Quantity, and Whole sale Licensee  
shall compensate Retail Licensee  for the difference between the Replacement Price and the 
Transaction Price of such quantity.    
4.9.2  In the event Wholesale Licensee  attempts to deliver greater than one hundred ten percent (110%) 
of the Order Quantity, Retail Licensee  shall have the right, but not the obligation, to accept the 
quantity in excess of one hundred ten percent (110%) of the Order Quantity subject to additio nal 
negotiations between the Parties.  
4.9.3  If Retail Licensee  does not accept the excess quantity , Wholesale Licensee  shall, not deliver the 
extra volume or shall deliver without cost or obligation to Retail Licensee , Delivery . 
Note: The storage facility  often belongs to the wholesaler. Do not deliver if the storage facility belongs to the retailer . 
4.10 Initial Delivery Planning   
4.10.1  At the time when Commercial Terms and Conditions for a Transaction are established or at 
some time thereafter elected by Retail Licensee , the Parties shall consult and establish a delivery 
schedule of mutually agreeable Delivery Windows, within the Delivery Month(s), for delivery of 
Product to one or more Delivery Points to be specified in a Transaction Confirmation.  
4.10.2  Retail Licensee  shall provide instructions to Wholesale Licensee  as to desired timing and 
specific delivery quantity for each such delivery or deliveries of Product to the Delivery Point(s). The 
Delivery Window and Delivery Point for each cargo or shipment  shall be documented in a Transaction 
Confirmation.  PRD SZNS 078:2023   
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© Eswatini Standards Authority 2023   
All rights reserved   4.11 Delivery at Storage Facilities  
4.11.1 Detailed standard for delivery procedures  must be adequately displayed , including a checklist, 
shall  always be available.  
4.11.2 Clear communications should be establ ished between supplier (truck or terminal) and the 
receiver, and emergency stop and response actions agreed prior to any delivering activities 
commencing.  
4.11.3 In order to address the health and safety risk  during delivery,  all parties involved in the 
delivery operation should wear adequate personal protective equipment (PPE) , ensure  safety 
decanting equipment for the trucks  is available , and take due care to prevent skin contact with fuel 
and exposure to hazardous fumes.  
4.11.4 If more than one grade of fuel is to be supplied, the order in which the grades are to be supplied 
should be as per the safe delivery sequence outlined in the delivery procedure acknowledged by the 
deliverer and the receiver. The deliverer and the receiver  should be present during offloading.  
4.11.5 Ensure that all supply pipelines and hoses are connected to the correct delivery hose . 
4.11.6  Wholesale Licensee’s Obligations  
4.11.6.1  Wholesale Licensee  shall have the obligation to transport and deliver the Order Quantity of 
Product to the Delivery Point(s) as agreed at the time Commercial Terms and Conditions are 
established or in subsequent communications between the Parties thereafter.  
4.11.6.2  In pe rforming Wholesale Licensee's  obligations to transport, deliver, or furnish Product to 
Retail Licensee , including, but not limited to, in the operation of Conveyances, Wholesale Licensee  
shall comply and require its agents, employees, and Subcontractors to:  
a) comply with Retail Licensee's  corporate safety and security policies,  
b) comply with all Laws and Regulations, and  
c) utilize prevailing industry standards.  
4.12 Adjustment to Delivery Point o r Delivery Window  
4.12.1 Retail Licensee  may, with Wholesale Licensee’s  consent (not to be unreasonably withheld), 
designate an alternate delivery point upon Notice to Wholesale Licensee  prior to the first calendar 
day of the agreed upon delivery window.  
4.12.2 The Parties shall consult and, if needed, shall alter or shift the established delivery window to 
accommodate Retail Licensee’s  requested change in delivery point and adjust for any reasonable 
additional costs incurred by Wholesale Licensee as a result of such alternate delivery point.  
Note: Fuel price is regulated , therefore the price shall be at the effective price on the day of delivery.  PRD SZNS 078:2023   
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© Eswatini Standards Authority 2023   
All rights reserved   4.13 Right to Witness   
4.13.1 Each Party shall be entitled to have its employee(s), agent(s), or representative(s ) present 
during all loadings, discharges, tests, and measurements of Product delivered hereunder.  
4.13.2 Wholesale Licensee  shall notify Retail Licensee  at least twenty -four (24) hours in advance of 
Wholesale Licensee's  anticipated witnessing of a Product  discharge at any Retail Licensee  terminal 
facility. If such notification is not provided, access to the terminal may be denied.  
4.13.3 Both Parties agree that their agents and employees shall comply with all the safety and security 
policies, practices, p rocedures, and rules of the other Party when such agents or employees are on the 
premises of the other Party.  
4.14 Departure from Loading Facility  
4.14.1 Wholesale Licensee  shall give Notice to Retail Licensee  not more than thirty (30) minutes after 
delivery vehicle departs from the Loading Facility specifying:  
a) the vehicle registration  and the trailer registration number ,  
b) the quantity and quality of the Product as determined by the  depot/terminal operator , and  
c) the expected date and time of arrival at the designated Retail Licensee  premise.  
4.15 In-Transit Communications   
4.15.1 Wholesale Licensee  shall give Notice to Retail Licensee  during the voyage as to the expected 
time of arrival, specifically at one (1), and/or two (2) hours prior to the expected arrival.  
4.15.2 For Transactions requiring deliveries to multiple Delivery Points, upon arrival at each Delivery 
Point, Wholesale Lic ensee shall give Notice to Retail Licensee  at the next delivery point of the 
estimated date and time of arrival.  
4.16 Arrival   
Upon arrival of the delivery vehicle at the delivery point, Wholesale Licensee  shall obtain approval(s) 
from the Retail Licensee  prior  to discharge.  
4.17 Discharge   
4.17.1 On completion of discharge when the hoses are disconnected, Wholesale Licensee  shall ensure 
proper disposal of the flange gasket used for each discharge of Product.  
4.17.2 Should more than one hose connection be required for any one delivery , a new gasket shall be 
used for each connection.  
4.18 Delivery Procedures for Tank Truck or Oil Pipeline Deliveries   
The Parties shall communicate with each other to coordinate the schedule of deliveries of Product by 
Tank Truck or by Oil Pipeline to the Delivery Point during the hours of access specified for such 
Delivery Point.  PRD SZNS 078:2023   
Edition 1  
© Eswatini Standards Authority 2023   
All rights reserved   4.19 Tank Truck Laytime  
4.19.1  Allowed Laytime   
Retail Licensee shall be allowed a total laytime per delivery by Tank Truck o f one (1) hour.  
4.19.2  Used Laytime  
4.19.1 Laytime shall commence when the Tank Truck has arrived at the delivery point and given 
notice that it is ready to discharge.  
4.19.2 Laytime shall cease when the Tank Truck has disconnected from the Delivery Point pipes or 
discharge equipment.  
4.19.3  Used Laytime Exclusions   
Time consumed due to any of the following shall not count as used laytime : 
a) Delays due to local restrictions as specified by local authorities;  
b) Delays due to the truck’s condition, or breakdown, or inability of the truck’s facilities to discharge 
the cargo;  
c) Delays due to prohibition of discharging at any time by the owner or operator of the truck or by 
local authorities;  
d) Delays due to Product spill or threat thereof caused by any defect in the truck or equipme nt or 
act or failure to act by the operator of the truck;  
e) Delays due to the Tank Truck’s violation of operating or safety regulations in place at the 
Delivery Point;  
f) Delays due to non -compliance with requirements from the re gulatory  authorit y. 
5 Quality Control in the Supply Chain  
5.1.1 Fuel quality can be compromised at several points in the supply chain, up to and including 
delivery to end consumer. It is therefore recommended that the supplier establishes, documents and 
maintains a quality management syste m (QMS) covering all stages from taking custody of the product 
until the product passes the point of custody transfer to the receiving consumer.  
5.1.2 Quality Measurement Procedures for Tank Truck of Product  
Wholesale Licensee shall require the Depot or Terminal operator to determine and report Product 
quality based on sampling of the supplying tanks at the Loading Facility, in accordance with ASTM 
procedures, prevailing industry standards, and any applicable requirements and procedures from the 
regulatory authority . PRD SZNS 078:2023   
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© Eswatini Standards Authority 2023   
All rights reserved   5.2 Nonconforming Product  
5.2.1 Retail Licensee may, at its sole discretion and by giving Wholesale Licensee written Notice 
thereof, refuse to accept any Product which is not in conformance with the quality specifications, 
including the p resence of extraneous materials, whether the nonconformance is found : 
a) during or after loading by Wholesale Licensee at the loading facility, or  
b) prior to commencement of, during, or after completion of discharge by Wholesale Licensee at 
the delivery point.   
5.2.2 Retail Licensee shall incur no cost, penalty, or liability as a result of such refusal to accept the 
nonconforming product.  
5.2.3 Retail Licensee Accepts Product  
5.2.3.1 In the event that the Product is determined not to meet Retail Licensee’s Quality Specifications 
and is therefore not acceptable, Retail Licensee may, at its sole discretion, agree to accept the delivery 
of such nonconforming Product subject to:  
a) previously agreed upon quality tolerances, if any, as appropriate, or  
b) a negotiated acceptable quality tolerance  which reduction shall be negotiated in good faith by the 
Parties and documented via email or documented communications exchanged by the Parties.  
5.2.4 Retail Licensee Refuses Product  
5.2.4.1 In the event a product is determined not t o meet Retail Licensee’s quality specifications and 
Retail Licensee refuses to accept the product after delivery , unless the Parties agree otherwise . 
5.2.4.2 Wholesale Licensee shall remove and properly dispose of the non -conforming product from 
Retail Licensee’s facilities at the delivery point at Wholesale Licensee’s sole expense, within seven 
(7) calendar days from the date on which Wholesale Licensee receives or is deemed to have received 
Retail Licensee’s written Notice of refusal to accept t he product.  
5.2.4. 3 In the event Wholesale Licensee does not remove the product from Retail Licensee’s facilities 
within the required seven (7) calendar day period, Retail Licensee may have the product removed, 
stored, or otherwise disposed of at Wholesale Licensee's expense.  
5.2.4.4 Title to and risk of loss for the non -conforming Product shall pass from Retail Licensee to 
Wholesale Licensee at the end of seven (7) calendar days from the date on which Retail Licensee's 
written Notice is received by Wholesale Licensee , or when the product is removed by Wholesale  
Licensee , whichever is earlier.  
 
 PRD SZNS 078:2023   
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© Eswatini Standards Authority 2023   
All rights reserved   5.3 Modifications to Quality Specifications  
5.3.1 The standardization body and the r egulator y authority  may from time to time amend product 
quality specificat ions to meet changes in operational requirements or industry standards or 
procedures.  
5.3.2 Amendment of quality specifications shall be effective no earlier than thirty (30) calendar days 
from the date of notice of such change(s).  
5.4 If part of the Wholesaler 's supply chain is performed by other parties, such as transporters , these 
should be identified in the QMS and the wholesaler  should strive to ensure control and maintain 
oversight over the supply chain.  
6 Fuel transport, Storage and Transfer  
6.1 The wholesaler  shall seek to prevent the quality known from the original test report and/or 
certificate of quality (COQ) from being compromised through working closely with third parties as 
follows:  
a) tankers intended to transport the fuel sh all demonstrate t o the wholesaler  of the product that the 
tanker is certified to carry this type of cargo (e.g. clean/dirty petroleum products). Wholesaler  
shall seek information about previous cargoes in case remaining residues could contaminate the 
product. Wholesaler  shall also seek guarantees that the tank has been properly cleaned if the 
previous cargo presents a risk of cross -contamination;  
b) ensure that storage tanks at storage facilities are suitable for the type of cargo to be stored, and 
that storage tanks are in go od condition (e.g. no rust) before a new cargo is loaded. If tanks are 
not empty before loading new cargoes, ensure the resulting blend is properly mixed so that it is 
homogeneous and stable and that the new blend is properly tested using samples from the bottom, 
middle and top of the tank;  
c) ensure good housekeeping during storage. This includes keeping products at the right temperature 
and preventing water ingress into the tank. Any water that accumulates sh all be removed to avoid 
conditions leading to micr obial/bacterial growth that can severely compromise the product 
quality;  
d) if part of the supplier's supply chain is performed by other parties, such as  independent 
transporter , these sh all be identified in the QMS and the wholesaler shall strive to ensure c ontrol 
and/or maintain oversight over the supply chain;  
e) prior to loading, operators sh all ensure from the loading terminal that the product transfer 
pipelines have been properly cleared to prevent cross -contamination with the previous products 
transferred via the pipeline;  PRD SZNS 078:2023   
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© Eswatini Standards Authority 2023   
All rights reserved   f) ensure good housekeeping during product storage and handling  at the depot/terminal . This 
includes keeping fuels at the right temperature and preventing water ingress into the tank from 
external sources or condensation;  
g) suction line strain ers on pumps and meters shall be cleaned periodically, and always cleaned 
before changing to a different grade of cargo; and  
h) when loading the tanker (or truck), the following precautions are recommended:  
i. avoid loading different product batches into the same tank;  
ii. ensure the cargo tank is empty before loading a new cargo into it; and  
iii. seek information about previous cargoes in case residues from a previous cargo is found and 
could contaminate the product. Seek guarantees that the cargo tank has been proper ly cleaned 
if the previous cargo presents a risk of cross -contamination.  
7 Spill Mitigation by Wholesale Licensee  
7.1 Spill Planning and Prevention  
7.1.1 Wholesale Licensee  shall institute or cause the transport operators to institute a precautionary 
spill management plan conforming to applicable  processes  and prevailing industry standards in order 
to prevent any spill or mitigate the consequences and damages should such spill occur.  
7.1.2 Wholesale Licensee  shall provide Retail Licensee  with a copy of such  plan for review promptly 
upon request. These provisions shall not affect any Liability of Wholesale Licensee  to Retail  Licensee  
or third parties, including but not limited to, governmental authorities.  
7.2 Conveyance Spill Response  
7.2.1 In the event product escapes, is discharged or otherwise spilled during transport or unloading of 
product to Retail Licensee , the responsible party shall promptly take whatever measures necessary to 
prevent or mitigate any environmental pollution or physical damage resulting f rom the spill.  
7.2.2 The responsible party shall immediately report any such spillage to the other party(ies) and all 
required agencies  and relevant authorities .  
7.3. If the responsible party does not promptly undertake proper measures to prevent or mitigate 
environmental pollution or physical damage, then Retail Licensee  may elect, at its sole option and 
upon written Notice to the responsible party, to undertake such m easures as are reasonably necessary 
under the circumstances to prevent or mitigate the environmental pollution or physical damage.  
7.3.1 In such case, Retail Licensee  shall keep the responsible party advised of the nature and results 
of any such measures t aken and, if time permits, the nature of the measures intended to be taken. Any 
such measures actually taken shall be at the sole expense of the party or parties responsible for such 
spill or discharge.  PRD SZNS 078:2023   
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© Eswatini Standards Authority 2023   
All rights reserved   7.4 Retail Licensee  shall have the right to compensa tion for  any such costs incurred to prevent or 
mitigate environmental pollution or physical damage for which Wholesale Licensee  is the responsible 
party from monies due to Wholesale Licensee.  The responsible party at any time may have the right 
to resume s uch measures at its own expense upon notification to Retail Licensee.  
8 Monitoring of Compliance  
8.1 The Licensee shall provide, to the Regulator’ s personnel access to the Licensee's premises for the 
purposes of any inspection or inquiry to ascertain compliance to the standard.  
8.1.1 The Licensee shall comply with the provisions of applicable regulations, rules, standards, 
guidelines, codes, decision s and orders (directives) of the regulator y authority  in the exercise of the 
Licensee’s obligations to its customers.  
8.1.2 A Licensee  (both the wholesaler and retailer)  shall ensure that, at all times they have petroleum 
product stock cover at each servic e station for at least 3 days.   
8.1.3 The Licensee shall ensure that appropriate Personal Protective Equipment (PPE) is provided to 
their staff and their PPE must be clean and presentable at all times.  
9 Representative Sampling  
9.1 Sampling is an integral part of quality control and vital in protecting the interest of all parties 
involved. Samples may be used as evidence both for commercial, regulatory or even criminal disputes 
and in court cases. The objective is to obtain samples t hat are truly representative of the product being 
transferred, both during delivery to ship and upstream in the supply chain as appropriate prior to -
product  delivery.  
9.2 The sample taken during delivery or from a tank should be collected in a clean container of 
sufficient quantity to be divided into the required number of sub -samples which in turn should be 
sufficient to carry out the required tests, typically 500 -750 ml per sub -sample and in any case no less 
than 400 ml.  
9.3 The entire process, incl uding sealing and labelling the sample containers, should be witnessed by 
representatives for both parties (samplers and site rep) and countersigned by representatives for both 
parties.  
9.4 Sampling in the supply chain  
Sampling and testing should be carrie d out and documented at each point of product custody 
throughout the supply chain.  
Note: Reference made from SZNS SANS 10089 - 3:2010.  PRD SZNS 078:2023   
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All rights reserved   10 Testing and Interpretation of Test results in the Supply Chain  
10.1 Testing sh all be carried out on samples from each point of product custody throughout the supply 
chain and documented so the analysis report is matched to the product origin. This is a key part of a 
QMS to enable transparency and traceability and assist the supplier to  identify the origin of potential 
problems and take steps to remedy and prevent further quality issues.  
10.2 The testing analysis sh all be done according to the relevant internationally recognized test 
methods.  
Note: Reference  made from SZNS 017:2011 and S ZNS 016: 2011.  Each parameter sites the acceptable ASTM or IP for 
that particular parameter.  
11 Documentation  
11.1 Documentation is a crucial part of the QMS in order to achieve transparency and traceability in 
the supply chain. This includes records of product custody, certificates of quality (COQ), sample seal 
numbers and quality analysis reports.  
11.2 Licensee  is responsible for providing delivery notes to the receiving customer and material safety 
data sheets (MSDS) as the minimum requirement.  
11.3 In addition to the minimum requirements, it is recommended the licensee provide s other 
supportive documentation such as copies of COQs and quality analysis reports and information on 
properties that may affect how the fuel behave during storage and handling.  This might assist to store 
and handle the fuel in a safe and efficient manner.  
11.4 Supporting Documentation  
 Where possible , the Licensee sh all provide Retail  Licensees with copies of the product's certificate of 
quality (COQ) and associated laboratory analysis reports verifying the details on the COQ. These may 
include more detailed information on specific quality parameters which would be helpful to the 
personnel on the  receiving  site in applying appropriate fuel management, including pre -treatment 
prior to use.  
11.5 Fuel Properties  / Handling Advice  
 The supplier sh all provide information on properties that may affect how the fuel behave during 
storage and handling.  
11.6 This information sh all include any special fuel management and handling requirements such as 
heating, special attention to pre -treatment in separators and/or any known compatibility issues 
particular to the product.  
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All rights reserved   11.7 Quality Management Systems (QMS)  
 Licensee  shall have quality management systems (QMS) in place and be able to provide evidence to 
the Retail  Licensees if required. In cases where a wholesaler has its own internal QMS, it should be 
able to provide a summary to the Retail Licensee s upon request. The QMS documentation sh all 
include references to the standards which the wholesaler will adhere to along with any independent 
third -party accreditation of the QMS or elements of the QMS.  
12 Contracting  
12.1 Selling and buying fuel is a commercial activity in volving contracting parties, which in the case 
of Licensee and Retail  Licensees can include a variety of parties. The "contract" in this instance sh all 
cover both the wholesaler 's general terms and conditions and the actual purchasing order.  
12.2 The contr act sh all specify the product(s) to be supplied, quantity and details of how the  
wholesaler  will fulfil the contractual agreement, and sh all include claim/dispute clauses. Dispute 
handling/resolution arrangements in case of dispute sh all be specified.  
12.3 The contract sh all specify  any requirements for applicable procedures. The contract sh all include 
acceptable quality parameters.  The detailed specifications are in the MSD. Therefore, are not 
necessary  to be stated in the contract .  
12.4 The contract terms and conditions sh all stipulate how the laboratory analysis will be carried 
out in the case of disputes. The contract sh all specify that the laboratory should be independent and 
certified to SZNS ISO 17025 or an equivalent standard.  
13 Dispute Resolution   
13.1 Dispute handling/resolution arrangements in case of dispute sh all be specified in the contract.  
13.2 Following the testing programme, if the results lead to a quality dispute where the licensee 
retained commercial sample is to be tested, it is recommended that breaking the seal of that sample is 
witnessed by representatives for both the supplier and the Retail Licensee . If the test on the supplier's 
retained commercial sample fails to meet the specified maximum/minimum limit, the product has not 
met that specification limit.  
13.3 If the cause for the failure of the product to meet specification lies with parties other than the 
contracting supplier, for example the original provider or the tanker/operator delivering the product 
on the contracting supplier's behalf, it is up to the supplier to seek compensation from these parties.  
13.4 If a product that has been delivered is proven by test results to be off -specification, but has not 
yet been used, the supplier sh all enter into constructive dialogue with the Retail Licensee  and support 
the Retail Licensee with regards to remedial action including refund/redel ivering, if required.  PRD SZNS 078:2023   
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© Eswatini Standards Authority 2023   
All rights reserved   13.5 In cases where fuel experiences operational problem s suspected but not specifically proven to be 
caused by the fuel, the supplier sh all offer any assistance they are capable of to the Retail Licensee in 
trying to determine the root cause. This may involve, for example, information on product origin to 
help build knowledge of cargo sources that may be associated with unusual or unexpected operational 
issues.  
Note: dispute between regulator, wholesaler and retailer should be envis aged as well.  
14 At Retail  Service Station s 
14.1 Customer Service  
The following services shall be provided to customers by the licensee using an appropriate method:  
a) Acknowledgement when a motorist is approaching the site;  
b) Directed to appropriate pump;  
c) Welcome cus tomers with a greeting;  
d) The attendant to confirm the type of fuel  the customer wants to purchase;  
e) The attendant confirming the amount of fuel requested and mode of payment;  
The attendant to notify the consumer once they commence fueling . The service station may offer 
customers with additional services such as windscreen cleaning , water checks,  tyre air pressure 
inflation and oil check s. 
14.2 Dispenser Calibration and Maintenance  
The licensee shall ensure that all dispensers have valid certificates of verif ication at all times issued 
by the responsible accredited service provider . 
14.3 Provision of Ancillary Services  
a) The licensee shall ensure the availability of functional air pressure facilities.  
b) The licensee shall ensure the availability of clean, functional to ilets with running water. These 
toilets shall be accessible by the differently abled persons.  
c) Where the customer requests for use of ancillary services, the licensee shall provide such 
assistance.  
14.4 Pricing of Petroleum Products  
a) The licensee shall ensure that petroleum product pricing conforms to the approved pump prices.  
b) The licensee shall ensure that correct petroleum products with corresponding prices are displayed 
on all dispensers and price display units.  
14.5 Product Availability  
a) The licensee shall ensure the availability of fuel at all times.  
b) The licensee shall not hoard fuel at any time.  PRD SZNS 078:2023   
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© Eswatini Standards Authority 2023   
All rights reserved   14.6 General Surroundings  
The licensee shall ensure that the surroundings and fixtures are clean and well maintained with 
adequate illumination and signage.  
14.7 Service Payment Options  
The licensee shall  provide different payment options to the customer which may include cash, 
mobile money and any other.  
14.8 Reporting of Customer Incidents  / Accidents  
Licensees are obliged to notify the regulator within 24hrs of any incidents  or accidents that may 
affect the licensed activity.  
14.9 Grading of Retail Service Stations  
Retail service stations shall be graded so as:  
a) To monitor the performance of licensed entities in order to ensure the provision of quality energy 
products and services.  
b) To inform all stakeholders (especially consumers) of the state of infrastructure (in terms of 
reliability and safety) at the service station from where they purchase their fuel.  
c) To motivate the licensees to improve the state of infrastructure at their respec tive service stations.  
14.10  Responsibilities of the Customers  
The customer shall : 
a) Observe all safety guidelines and signage when at a filling station;  
b) Check to verify that correct fuel is dispensed at the pump;  
c) Obtain receipt after purchase of fuel;  
d) Take responsible care when using amenities and equipment at the service station.  
14.11  Health and Safety, Hygiene and House Keeping at Retail Service Stations  
14.11.1  Fuel Island and Dispensing Units 
a) Employees shall be aware of the potential fire, safety and health hazards o f petroleum products 
dispensed at service stations. They shall also be aware of suitable precautions that ensure safe 
dispensing of fuels into vehicles and containers, clean -up and disposal of spills, fighting incipient 
fires and draining fuels safely;  
b) Licensees shall ensure that service stations operators shall ensure that all fuel -dispenser pumps in 
good condition and shall operate only when the fuel -hose nozzles are removed from the dispensers’ 
brackets and the switches are manually or automatically acti vated;  
c) Licensees shall ensure that protection (e.g. kerbs or crash barriers) for fuel -dispensing devices 
against collision damage are at all times in sound state; and  
d) Dispensing equipment, hoses and nozzles shall be inspected regularly for leaks, damage an d 
malfunctions and records of such activities shall be maintained at the site.  PRD SZNS 078:2023   
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© Eswatini Standards Authority 2023   
All rights reserved   14.11.2  Fueling Vehicles  
Service station employees shall know where the fuel dispenser pump emergency shut -off switches 
are located , how and when to activate them, and shall be aware of  potential hazards and procedures 
for safely dispensing fuel into vehicles, such as the following:  
a) Vehicle engines shall be shut off and smoking prohibited while fueling to reduce the hazards of 
accidental vehicle movement, spills and fuel vapor ignition;  
b) Vehicles such as cement mixers and recreation vehicles with auxiliary internal combustion engines 
shall not be fueled until both the vehicle’s engines and auxiliary engines are shut off. Care shall be 
taken when fueling recreational or other vehicles equip ped with gas -fired stoves, refrigerators and 
water heaters to ensure that fuel vapors are not ignited by pilot lights. Employees shall not fuel 
trucks while standing on the side rail, truck bed or fuel tank;  
c) When fuel is dispensed, the nozzle shall be inse rted into the vehicle’s fill pipe and contact between 
the nozzle and the fill pipe maintained to provide for an electric bond until delivery has been 
completed;  
d) Nozzles shall not be blocked open with fuel caps or other objects. Where allowed, approved latches 
shall be used to hold open automatic nozzles;  
e) Fuel tanks on motorcycles, motor bicycles, fork -lift trucks and similar vehicles shall not be filled 
while the engine is running or when anyone is seated on the vehicle. The tanks shall be filled at a 
slow rate to prevent fuel spills that could run onto hot engines and start fires;  
f) Vehicles with a large sitting capacity including but not restricted to buses shall not be refueled with 
passengers on board.  
g) After fueling, hose nozzles should be promptly put  back on the dispensers, pumps turned off and 
caps closed on fill pipes or containers.  
 
 
 
 
 
 
 
 
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© Eswatini Standards Authority 2023   
All rights reserved   14.11.3  Filling Portable Fuel Containers  
a) Fuel shall only be dispensed only into approved and properly identified portable containers, with 
or without dispensing spouts,  nozzles or hoses and equipped with vents and screw tops or self -
closing gravity, spring action or combination fusible link covers designed to provide pressure 
relief;  
b) Containers shall be placed on the ground and filled slowly to avoid splash filling and o verfills and 
to provide for grounding (earthing). Containers shall not be filled while in a vehicle or in the bed 
of a truck, particularly one with a plastic liner, as proper grounding cannot be achieved. Bonding 
wires and clamps shall be provided and used , or contact should be maintained between dispenser 
nozzles and containers to provide a bond while filling, and between container spouts or funnels 
and tanks during refueling from containers;  
c) When pouring fuel from containers which do not have built -in spo uts, funnels shall be used to 
minimize spillage and avoid splash filling;  
d) Portable containers which contain fuel or vapors shall be properly stored in approved storage 
cabinets or rooms away from sources of heat and ignition;  
e) Pedestrian customers shall not  be allowed to bring fuel loaded containers into the convenience 
stores;  
f)  Sales of fuels may be allowed during offloading/discharge of petroleum products into storage 
tanks at service stations.  
14.11.4  Calibration and Verification of Fuel Dispensers  
The licensee shall ensure that all operational equipment such as fuel dispensers are calibrated, verified 
and certified by the  accredited service provider . Where there is suspicion that a meter has lost 
integrity, such shall be isolated and reported to the  wholesaler . 
14.11.5  Records and Documentation  
The Licensee shall maintain  up-to-date written procedures that helps employees to understand what 
is required of them and will be useful when staff need to be trained. Licensees shall  keep  this type of 
information in a site regist er. This shall  be used as a central point to keep other information, such as:  
a) Details of the equipment on site (type, age, location);  
b) The results of commissioning and installation work;  
c) Testing, maintenance and repair records;  
d) Fuel inventory/stock records (including ullage and delivery records);  
e) Training records;  
f) Company safety policies and practices, emergency procedure;  
g) The results of the risk assessment;  PRD SZNS 078:2023   
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All rights reserved   h) A schematic diagram of the storage tanks, pipework and pump layout;  
i) A schematic diagram of the surfac e water drainage system, including all gullies, and the position 
of the oil separator or any other spillage retention/treatment system; e.g. a constructed wetland; 
and a diagram(s) of the hazardous zones.  
14.11.6  Use of Mobile Phones and Electronic Gadgets  
The fol lowing controls shall be put in place : 
a) Mobile phones shall not be used by customers or forecourt staff on the forecourt;  
b) During fuel deliveries, mobile phones shall not be used on those parts of the site that have been 
designated as hazardous areas by the site operator or the driver;  
c) Authorized electronic gadgets  shall not be used during other petroleum handling operations or 
during the maintenance of petroleum equipment unless a specific assessment shows the risks are 
negligible . 
14.11.7  Supply of Fuel to Children  and Mentally Challenged Persons  
Fuel or any other dangerous substance shall not be sold to children under 16 years of age and/or 
mentally challenged persons.  
 
 
 
 
 
 
 
 
 
 
 
 
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© Eswatini Standards Authority 2023   
All rights reserved   Annex  A: Complaints Procedure  
Complaints Procedure  
General Information on complaints  procedure  
All service providers shall ensure that the quality of service is acceptable at all times. Customers, on 
the other hand, shall ensure that they meet their obligations to ensure sustainable access to quality of 
petroleum supply services.  
In order  to effectively resolve any complaints that may arise, service providers shall have in place 
robust internal dispute resolution mechanisms designed to assure speedy resolution of complaints in 
line with the quality of consumer service standard. Complaints shall be dealt with timely and 
conclusively by all licensees. Therefore, the regulator will only intervene when licensees and their 
customers fail to reach an amicable settlement within reasonable time.  
All complaints must first be channeled to the relevan t licensee to enable them address the complaint 
within reasonable time. A complaint should only be referred to the regulator when a licensee has:  
a) Neglected to resolve the complaint;  
b) Failed to resolve it within reasonable time; or  
c) Not satisfactorily attende d to the complainant.  
Therefore, a complaint to the regulator should be seen primarily as an appeal.  
Lodging a Complaint to the Regulator  
The Regulator try to receive and investigate complaints in an efficient manner from the filing of a 
complaint to its f inal conclusion. Complaints may be lodged in writing or verbally.  
Written Complaints  
A complaint to the Regulator may be lodged by way of a letter and/or email. Written complaints shall 
be addressed to the Chief Executive Officer, and copied to the Consume r and Stakeholder 
Management Office. Complaints written by third parties on behalf of complainants shall be 
acceptable.  
Verbal Complaints  
Complainants may also lodge complaints verbally by way of phoning in or visiting the Regulator in 
person. All verbally  lodged complaints shall be taken down in writing by an officer of the Regulator 
designated to receive complaints. A prescribed form shall be used to take down the complaint in 
writing and a reference number assigned to the complaint. The complainant will then endorse the 
Complaints Form detailing his/her complaint or request for amendments to be made.  
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All rights reserved   Type of Information Required by the Regulator  
In order to enable the Regulator  to effectively handle complaints, the following information shall 
be particularly critical:  
1. All the contact details including the full name, physical address, account number (where 
applicable) and phone numbers of the complainant;  
2. The licensee and/or person against whom the complaint is made;  
3. Particulars of the complaint;  
4. Copies of documents in support of the complaint e.g., receipts and bills;  
5. Details of prior contact with relevant licensee. copy of letter or email;  
6. The nature of injustice or harm that has o ccurred as a direct result of the of the action, inaction 
or omission of the person or licensee against whom the complaint is made;  
7. The nature of relief sought by the complainant; and  
8. Any other information relevant to the complaint.  
Where a person lodging a complaint is acting on behalf of another person, company or organization, 
the capacity in which that person is acting and/or the reasons for doing so must be clearly stated.  
 
  
 
 
 
 
 
 
 
 
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All rights reserved   Annex B: Complaint Form  
REF.  NO: 
Customer  Complaints  Form  
 
Personal  Details  
Full Name(s) :             
 
Email  Address :             
 
Telephone  Business :      Mobile  No:     
 ________________________________________________________________________________  
 
Business  Name :             
 
Contact  Person :            
 
Physical  Address :            
 
Postal  Address :            
 
Town :   Region :       
 
Complaint  Details  
 
Complaint  Title:             
 
Complaint Details :            
             
             
              
 
Name  of Service  Station/Oil Company :         
 
 
Attach  any additional  Information   
 
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© Eswatini Standards Authority 2023   
All rights reserved   Annex  C: Timelines for Resolving Customer Complaints  
In order to effectively monitor the quality of products and services offered at retail filling stations, the 
following timelines shall be adhered to and will be monitored by the  regulator as and when complaints 
are reported by customers.  
Table 1: Expected Period to resolve Complaints on the Provision of Quality of Service by Licensees  
APPENDIX C: 
TIMELINES FOR 
RESOLVING 
CUSTOMER 
COMPLAINTS  APPENDIX C: TIMELINES FOR 
RESOLVING CUSTOMER 
COMPLAINTS  APPENDIX C: 
TIMELINES FOR 
RESOLVING 
CUSTOMER 
COMPLAINTS  APPENDIX C: 
TIMELINES FOR 
RESOLVING 
CUSTOMER 
COMPLAINTS  
a)     
In order to effectively 
monitor the quality of 
products and services 
offered at retail filling 
stations, the following  
timelines shall be 
adhered to and will be 
monitored by the 
regulator as and when 
complaints are reported 
by customers.  In order to effectively monitor 
the quality of products and 
services offered at retail filling 
stations, the following timelines 
shall b e adhered to and will be 
monitored by the regulator as 
and when complaints are 
reported by customers.  In order to 
effectively monitor 
the quality of 
products and 
services offered at 
retail filling 
stations, the 
following timelines 
shall be adhered to 
and w ill be 
monitored by the 
regulator as and 
when complaints 
are reported by 
customers.  In order to 
effectively monitor 
the quality of 
products and services 
offered at retail 
filling stations, the 
following timelines 
shall be adhered to 
and will be 
monitored by the 
regulator as and 
when complaints are 
reported by 
customers.  
Table 1: Expected 
Period to resolve 
Complaints on the 
Provision of Quality of 
Service by Licensees  Table 1: Expected Period to 
resolve Complaints on the 
Provision of Quality of 
Service by Licensees  Table 1: Expected 
Period to resolve 
Complaints on the 
Provision of 
Quality of Service 
by Licensees  Table 1: Expected 
Period to resolve 
Complaints on the 
Provision of 
Quality of Service 
by Licensees  
APPENDIX C: 
TIMELINES FOR 
RESOLVING 
CUSTOMER 
COMPLAINTS  APPENDIX C: TIMELINES FOR 
RESOLVING CUSTOMER 
COMPLAINTS  APPENDIX C: 
TIMELINES FOR 
RESOLVING 
CUSTOMER 
COMPLAINTS  APPENDIX C: 
TIMELINES FOR 
RESOLVING 
CUSTOMER 
COMPLAINTS  
 
 
 PRD SZNS 078:2023   
Edition 1  
© Eswatini Standards Authority 2023   
All rights reserved   Annex  D: Policies  
Safe and Secure Workplace Policy for Petroleum Licensee and 
Service Providers  
Objective:  To provide a safe and secure workplace for petroleum suppliers and service provider 
employees, customers, and the public.  
Scope : This Policy applies to any individual or organization, its employees and  its sub -contractors, 
responsible for performing work at all petroleum regulated facilities ( including, but not limited to, 
those contracts for purchase or sale, transport, delivery, sampling, measurement, or testing of 
petroleum products ), including facilities under construction.  
The policy covers three specific areas:  
a) Pre-assigned Screening;  
b) Controlled Substance and Alcohol Abuse;  
c) Workplace Violence Policies  
Violation : If Licensee' employees are found to be in pre -access and post -access violation of any part 
of this Policy shall be removed immediately from premises vicinity.  
Compliance : If licensee fails to comply with this Policy, the licensee may be considered in breach of 
regulations. The Regulator or its designee shall have upon request immediate access to Licensee' 
records to assure compliance with the requirements of this Policy.  
Policy Details : The licensee must address three specific issues regarding Safe and Secure Workplace.  
1. Pre-assignment Screening:  
Licensee to whom this Policy applies must demonstrate that they are providing employees who are 
non-violent, drug -free and who do not have a propensity for illegal and/or violent behavior.  
This Policy does not necessarily disqualify anyone from working on a petroleum regulated facility 
based on cr iminal records. It is the intent of this Policy to ensure licensees has the ability to 
maintain a safe and secure workplace for its employees, supplier employees, customers and the 
public.  
Licensee shall conduct, prior to assignment of any employee, a deta iled background investigation 
to include as a minimum the following:  
a) Drug screening - drug test is required under this Policy will test for the presence of alcohol or 
substance abuse in the person’s system  
A positive test result for controlled substances n ot lawfully prescribed or for misuse of a lawfully 
prescribed controlled substance shall result in the denial of access in the premise.  PRD SZNS 078:2023   
Edition 1  
 
© Eswatini Standards Authority 2023   
All rights reserved   Licensees shall ensure that contractors and/or employees assigned to perform work do not constitute 
a threat of violence  or criminal activity towards property, customers, other employees and the general 
public.  
2. Controlled Substances and Alcohol Abuse:  
All employees should be fit -for-duty and report to work able to perform their duties safely. Use or 
possession of controlled  substances and/or alcoholic beverages by employees is an unsafe work 
practice that creates an increased risk to each employee’ safety and the safety of others. The use or 
possession of any illegal drug or controlled substance without a valid prescription and/or the misuse 
of any prescription or over -the-counter medication by any employee shall constitute a violation of 
this Policy.  
Any employee who is consuming or is under the influence of any alcoholic beverage while on duty 
shall be in violation of this Policy.  
All Licensee must have in place a controlled substance and alcohol Policy and the Policy must include 
a provision to test their employees and visitors on a random basis, at a rate of not less than 25% per 
year of employees engaged in work within th eir premises.  
3. Workplace Violence  
Licensees shall be committed to providing a safe and secure workplace, and always are expected to 
work in concert with employees to ensure that the workplace remains safe and secure for all.  
Behavior that could be perceived by a reasonable person as threatening or indicating the possibility 
of violence is prohibited. This may include, but is not limited to verbal threats, gestures, abusive 
language or physical altercation (fighting, shoving, etc.).  
Displaying or car rying in any manner a weapon, firearm or destructive device at any time within a 
petroleum regulated facility is prohibited.  
4. Acknowledgment  
Licensees must make their employees aware of this Policy and have contractor’s employees 
acknowledge so in writing p rior to beginning work within their Premises.  
 
 
 
 
 PRD SZNS 078:2023   
Edition 1  
© Eswatini Standards Authority 2023   
All rights reserved   Bibliography