Elderly forced to find out-of-way service

Elderly people drive out of their way to petrol stations whose staff fill their cars, Grey Power says. File photo / NZ Herald

Elderly people are searching out petrol stations that will fill their tanks for them as health and safety rules take the service out of service stations.

Many petrol stations do not let their staff perform rudimentary tasks, such as checking customers' cars water levels.

But Grey Power Auckland's Violet McCowatt said elderly drivers know which petrol stations will fill their tanks for them and will drive out of their way to go to them.

"Most don't put petrol in the car because they don't have an extra man there, there is only one person behind the counter and they won't leave the counter to check water or tyres," Ms McCowatt said.

She said when it came to checking tyre pressure and oil, elderly drivers would ask other motorists to help them or wait until their warrant needed renewal.

The 80 year-old said many elderly women whose husbands had died had never filled their tanks with petrol and it was a "hazard" for them to do it.

"It seems they're more interested in selling groceries and coffee," Ms McCowatt said.

Auckland man Calvyn Jonker contacted the Herald after being "appalled" by the attitude of staff at one BP station, who refused to check the water level of a woman's car in case they were burned.

Mr Jonker was in the queue at the BP Connect station in Ridgeway St, when he heard the appeal for help.

"He [the employee] just replied,'We don't do water'.

"She repeated her request in disbelief, only to be given the same answer."

Mr Jonker finally helped the woman, before returning to remonstrate with the staff member, who informed him of the no-help policy.

"So, what we have is a garage that only sells fuel, and does not offer any other mechanical help - however minor," Mr Jonker said.

A check with the manager of the offending service station confirmed staff were banned from performing such tasks under OSH regulations.

"If you do have a car, you are supposed to check it yourself."

BP spokeswoman Diana Stretch yesterday confirmed checking water levels was a no-go zone for service station staff - along with checking tyre pressures.

"OSH regulations state that we are required to do an assessment of hazards and take steps to mitigate those hazards.

"In those assessments BP has identified that checking of water in radiators, changing tyres and filling tyres with air are all potential hazards to our staff."

But Ms Stretch said as far as filling petrol tanks and washing windscreens, "all you have to do is ask".

In the event of a customer turning up with a flat tyre or "mechanical issue", staff would be happy to "assist the customer to contact their breakdown company, a tow truck or make other arrangements", she said.

Greenstone Energy (formerly Shell) spokesman Jonathan Hill said service station employees were free to help with a tyre, or check oil levels, but were urged to "err on the side of caution" when it came to radiator caps.

"Taking a cap off a hot engine can be particularly dangerous, something that should be undertaken by a mechanic." Employees could attempt to remove a water cap if they were sure it was safe, otherwise, they were to consider "safety before anything else".

AA spokesman Mike Noon was not surprised to hear of the companies' reluctance to have workers check water levels - given the potential for rapid depressurisation - but could not see much problem with workers helping out with a flat tyre or oil check.

In the past, most service stations had a garage attached, with a mechanic who was able to help with minor mechanical problems, he said.

Nowadays, customers wanted service stations to be able to provide groceries, remain open 24-hours and keep fuel prices low. All that came at a price, usually in the form of reduced service, Mr Noon said.

Mobil and Caltex have not returned phone calls.

Gull business manager Graham Stirk said Gull stations are operated by franchise holders through supermarket giant Progressive Enterprises.

He said Gull issued general operating procedures but Gull owner operators were free to run their business how they chose.

He said the company encouraged operators to use their commonsense.

"You don't want to anger customers but you've got to be practical about it as well," Mr Stirk said.