Research conducted on organisations that are able to sustain excellent safety records over long time periods suggests that there are a number of practices that organisations can adopt to achieve high levels of reliability and safety. These practices are often discussed in the context of major incidents to highlight the safety standards that high hazard organisations should try to emulate. However, previous research has predominantly focused on non-profit organisations, and comparatively little research has examined whether high reliability practices may be meaningfully applied to commercial contexts. This paper addresses this gap by using a qualitative approach to explore the types of reliability-enhancing practices implemented in a UK-based oil refinery in its attempt to achieve its ethos of 'safe and reliable operations'. The findings illustrate the successful application of reliability-enhancing practices in several domains, including: hazard identification and control; emergency preparedness and collection; and analysis of incidents and near misses. Management commitment to safety emerged as an important factor underpinning the successful implementation of reliability-enhancing practices, highlighting its potential significance in the context of commercial organisations. However, promoting an open reporting culture and maintaining high levels of management visibility may be some of the challenges encountered by organisations striving to implement reliability-enhancing practices. Crown Copyright (C) 2011 Published by Elsevier B.V. on behalf of The Institution of Chemical Engineers. All rights reserved.