Problems with your LPG Refill delivery in Lockdown? Try This

Vinita Deshmukh 15 April 2020

Consumer Interest

Nine years ago we carried a story titled `Hassled over the delay in the delivery of your gas cylinder? Try the RTI route, which spurred a former journalist of Bangalore to take the route of RTI as described in the story, last week, with great success.

When Mamtha Rai, a former journalist from Bangalore was denied door delivery of her domestic gas cylinder by Indane, she surfed through the Internet and found the Moneylife article, which had written a detailed RTI campaign undertaken by the Pune-based RTI activist, Vijay Kumbhar. She promptly messaged him on his Facebook page stating, "My Indane Gas provider in Bangalore is refusing to deliver domestic gas and is asking us to ícome and take it if you want." Read an article about you and on filing RTI and want to do it. Very inspired!"

Mr Kumbhar immediately texted her directing her to "first of all lodge an online complaint with the Indane company."

However, the enterprising Ms Rai had in the meanwhile already lodged the online complaint to Sanjay Singh, the chairman of IOCL stating that she would also use RTI, besides her complaint. He promptly called her up personally and requested her not to file an RTI application, after which she got the delivery by 10am the next day.

Ms Rai messaged him on Facebook stating that, ìYes I did that. Thanks. Wrote directly to chairman of Indian Oil Mr Sanjiv Singh. Got delivery at 10am with a personal call and apology plus request not to proceed with RTI. I have decided to proceed with RTI anyway because as an ex-journalist, I believe this is a cause that must be dealt with, with an iron fist. That article on you was my guiding principle!! You have made me take up this cause and made me an RTI activist. Thank you!î

On 29th March, against the backdrop of the lockdown, the Indian Oil Corp with the Twitter handle @IndianOilcl had tweeted that: "We assure all our #Indane customers for seamless LPG supplies. We are adequately stocked and deliveries are happening as usual. We have introduced a system of booking a refill with a gap of 15 days from the last refill. Kindly follow this process and #StayHomeStaySafe."

We assure all our #Indane customers for seamless LPG supplies. We are adequately stocked & deliveries are happening as per usual. We have introduced a system of booking refill with a gap of 15 days from the last refill. Kindly follow this process and #StayHomeStaySafe. pic.twitter.com/7KAmbCux77
— Indian Oil Corp Ltd (@IndianOilcl) March 29, 2020

Mr Singh had also told The Economic Times last week, "We are in the business where we need to ensure that not just consumers get uninterrupted supplies of petrol, diesel and cooking gas (LPG), but also airlines get jet fuel as the demand and supply for lines for the nationís defence forces are unlimited."

IOCL Uttar Pradesh with the Twitter handle@IOCL-UP, yesterday tweeted, ì#Indane gas service, district Jaluan, UP, are making a difference by delivering cylinders at night also to #Ujjawala customers at their homes during the lockdown period.

Delivery men of M/s Diwoliya #Indane Gas Service, District: Jalaun, UP are making a difference by delivering cylinders at night also to #Ujjawala customers at their home during the lockdown period. #IndianOil is proud of their relentless service. #StayHome #IndiaFightsCorona pic.twitter.com/Tyl3q7YO6K
— IOCL Uttar Pradesh (@IOCL_UP) April 14, 2020

That the situation is not as hunky dory is reflected in this tweet by a Puneite Rohan Sawhney about not receiving the LPG refill cylinder.

#indane No delivery of cylinder is made by Indane Kubera Pune.
Its been 24 days since we ordered , they refused to come and deliver.
You are requested to help in these testing times.I had put up my request yesterday also, but no concrete action is taken for help pic.twitter.com/Qd8u07UJrq
— Rohan Sawhney (@RohanSawhney5) April 14, 2020

Very simple. Go to the IOCL website and lodge an online complaint under the grievance redressal forum.

In these days of lockdown, it is imperative that IOCL and every other petroleum company which provides domestic gas cylinders should be as prompt as they declare publicly through the social media!

Supply of LPG as kitchen fuel is covered by the Essential Commodities Act

So, what are the rights of consumers under the Essential Commodities Act 1955 and the corresponding LPG (Regular Supply & Distribution) Order 2000? Here are some not-so-well-known aspects.

* Bookings for the gas cylinder must be accepted over the phone.

* 100% home delivery.

* The gas cylinder should be delivered within 48 hours of booking.

* The customer has the right to weigh the cylinder on taking delivery.

* Gas agencies must be open for business between 10 am and 6 pm, except on public holidays and Sundays.As per a Central government gazette notification on 26 April 2000, the dealer of LPG is required to display the stock of LPG as follows (which is uploaded these days on the respective oil companyís website):

Every distributor shall prominently display the stock and price of LPG at a conspicuous place on the business premises, including the storage point.
The opening balance of filled, empty and defective cylinders and regulators.
The backlog of preceding working day of the filled cylinders to be supplied.
Every distributor shall ensure that stocks of LPG are available at the business premises, including storage at all times.
No distributor can close his shop on any working day unless notified by the ministry.

(Vinita Deshmukh is consulting editor of Moneylife, an RTI activist and convener of the Pune Metro Jagruti Abhiyaan. She is the recipient of prestigious awards like the Statesman Award for Rural Reporting which she won twice in 1998 and 2005 and the Chameli Devi Jain award for outstanding media person for her investigation series on Dow Chemicals. She co-authored the book 'To The Last Bullet - The Inspiring Story of A Braveheart - Ashok Kamte' with Vinita Kamte and is the author of 'The Mighty Fall'.)

Comments

User

captainsaha0002

6 years ago

What if we get threat from gas agency after filling RTI ? Who will protect us Sucheta MamðŸ˜¢? Many Gas agency proprietor has connection with local political leaders. Thus we can even get life threat also if we file rti against them. ðŸ˜”.

rajeshk27

6 years ago

Grievance redressal works well for LPG. My issue got resolved within 2 days

aktar826

Replied to rajeshk27 comment 6 years ago

Hi can you please share a link i also wanted to file complaint

shirish.s

Replied to rajeshk27 comment 6 years ago

Excellent.

hirendedhia

6 years ago

Very useful article and info. Thanks

shirish.s

6 years ago

Excellent information on getting Gas Cylinder delivered to customer door step, especially in these coronavirus days.

Kumar123

6 years ago

Wonderful. Social Media is moving PSU's too. That is great to see.

glnprasad52

6 years ago

It all depends on attitude and IOCL Chairman Mr.Singh is extraordinary. But, none other PSUs care either for their customers or for citizens under RTI. They have made RTI a farce and there are any PSUs that give scant regard Oil companies are No.1 and PSU banks are No.2. Only on personal experience citizens my learn and exemplary conduct of one Chairman in a case may not reflect the entire functioning of an organization. These PSUs made RTI a mockery and this is usually in those organizations that have a legal team and they are main violators. But this does not mean that citizens should not be discouraged on RTI and one should use the rights irrespective of its' final success.

S.SuchindranathAiyer

6 years ago

I has to file a case in Consumer Court in Bangalore to honour my transfer voucher from Delhi honoured (1993). Sardhana distributors at Basvanagudi asked me to get it authenticated at Regional Office in Unity buildings and a manager there by the name of Maqqi refused to do so and abused me verbally for troubling him!