Customer Update

COVID-19 Customer Update

We acknowledge that this is a very difficult time for our customers, Australians and the economy in general in light of the Covid-19 pandemic.

We are focused on the health and safety of our employees, contractors, customers and the many communities in which we operate, while also ensuring we maintain a safe and reliable supply of liquid fuels to support our customers and the Australian economy.

As a business we are prepared, and are working daily with our employees, customers, governments, and suppliers to ensure minimal impacts on the vital products that we supply.

As the COVID-19 situation continues to evolve rapidly, we want to ensure you are kept up to date with what is happening at Shell branded and Shell Coles Express service stations.

The health and safety of workers and the community that we service is paramount and all sites are working hard to implement enhanced hygiene measures, ensure regular cleaning and sanitizing is being performed and that materials are in place to assist customers refuel with confidence.

We wish to reassure you that as service stations have been classified by government as an essential service to the community, our sites are fully operational and will remain open every day across Australia (wherever possible). We also confirm that at this time, there is no major risk of fuel supply shortages for motorists at our service stations, and our supply chain is running.

Health and Hygiene

In line with the advice from government and health experts we are implementing changes to our work and cleaning practices to ensure the health and hygiene of our customers, their families and the thousands of team members who operate the sites.

These additional extra steps have been implemented at Shell branded and Shell Coles Express service stations to ensure sites are comfortable environments for everyone in line with the guidelines provided by the Australian Department of Health in relation to Coronavirus (COVID-19).

  • All sites are increasing hygiene practices, wiping surfaces regularly, monitoring any signs of illness with staff or customers, hand washing regularly and maintaining safe social distances wherever possible.
  • Measures include wiping down pump nozzle handles and ensuring hand wipes are available on request at the counter in all stores for customers to use at the pumps. Our stores with public bathrooms are also having more frequent cleaning cycles for comfort and hygiene of our customers.
  • Team members have been instructed not to come to work if they are feeling unwell, presenting any symptoms, or been in close contact with a suspected or confirmed case.
  • In line with guidelines the teams are ensuring they practice social distancing and requesting customers abide by the minimum 1.5metre separation when in the stores.

For Shell Card customers - We care about your business

We understand that these current circumstances are challenging for all Australians and that many large and small businesses are being impacted. We encourage you to review the recent government business support package for more information on measures that may provide relief for financially distressed businesses, and if you have any questions or concerns about your Shell Card account, please contact us.

Shell branded service stations are operated by Viva Energy Australia, independent dealers and Coles Express, as such, future updates about Shell sites will be posted here as needed and on the Coles Express update page.

Thank you for your support and cooperation as we navigate through this challenging time together.