5
LPG
Liquefied Petroleum Gas (LPG) is an environment friendly fuel used widely in household
kitchens, industries and commercial establishments. This chapter restricts to LPG
supplied under Public Distribution System for household cooking.
The Product LPG
LPG stands for liquefied petroleum gas. LPG marketed by us under the brand name
HP Gas conforms to Bureau of Indian Standards specification no. IS 4576. It can be
easily liquefied at atmospheric temperature under moderate pressure. LPG in its pure
form is colourless and odourless. However, compounds are added to give it a distinct
smell so that if leaked, it can be easily detected.
LPG Installation
LPG is used in domestic household through an installation. A typical LPG installation
consists of a cylinder, pressure regulator, LPG Hose and a gas stove. The equipment
should conform to the following standards:
Sr. No.
1
2
3
4
Equipment
LPG Cylinder
Pressure Regulator
Suraksha LPG Hose
Gas Stove
Standards
IS 3196 (Part 1): 2006 and IS 3196 (Part 3)
IS 9798 : 1995
IS 9573 : 1998
IS 4246: 2002
LPG meant for household use is currently marketed by PSU Oil companies in cylinders
of 14.2 Kg & 5 kg. capacities. For identification between household (PDS) & non-PDS,
the household cylinders are painted in SIGNAL RED colour. Cylinders in Oxford Blue
colour with a signal Red band carry non-subsidised LPG meant for use in commercial
and Industrial establishments.
Tare/gross weight, test date, serial number, ISI monogram, Oil marketing companys
27
name & logo, year of manufacture etc. are embossed / painted on the cylinder. Each
Pressure Regulator (PR) also carries a serial number.
The liquid LPG vaporises at normal atmospheric pressure and temperature flows out
of cylinder to the burner head of the gas stove in air-gas mixture, in a proportion that
gets ignited when lit with a match-stick.
Public Distribution System for LPG Marketing in India
LPG meant for use as cooking fuel in household kitchens, is marketed by the Public
Sector Oil Companies, at a price declared or controlled by the Government of India.
As per Govt. of India notification dated 07.03.2014, effective 01.04.2014 each domestic
consumer is entitled to 12 subsidized LPG cylinders of 14.2 Kg / 34 cylinders of 5 Kg in
a financial year at subsidized rates. Ordinarily only one cylinder will be given to each
beneficiary every month. Beyond the subsidized entitlement, the consumers can avail
LPG cylinders at domestic non-subsidized rates.
Govt. of India has extended exemption of custom & excise duties and concession in
VAT even on the non-subsidized LPG cylinders meant for domestic use, making them
cheaper than the non-domestic/Commercial LPG cylinders.
Non-domestic consumers in the following categories shall also be treated at par with
domestic consumer for entitlement of subsidized LPG cylinders:
Government/Municipal Hospitals for whatever purpose they take.
Supplies to all school and colleges whether for hostels or for mid-day meal
schemes.
Canteens attached to Government Offices (Govt. includes State Govt. and local
bodies and their installation and Guest Houses etc.)
Messes of Police, BSF and CISF in addition to kitchens and messes of the Defence
establishments.
Canteens run on cooperative basis under Cooperative Societies Act.
Laboratories attached to schools, colleges & research institutions.
28
Charitable institutions registered under the Societies Act.
Red Cross Society all branches.
For non-domestic commercial, Industrial, Automotive usage etc. LPG is sold at non
subsidized price.
Distribution Network
PSU Oil Companies have a well spread network of distributors to service LPG
consumers in the country. Expansion of distributor network is a continuous
process. Currently, there are two types of public distributor formats viz. Regular
LPG distributorships & Rajiv Gandhi Gramin LPG Vitrak (RGGLV). Appointment of
distributors is through public advertisements. Details of eligibility criteria and selection
procedure are available on our website www.hindustanpetroleum.com .
Services
Services rendered by the distributors to LPG consumers are given below:
1.
Release of New LPG Connections & Additional Cylinder (Double Bottle Connection).
2.
Facilities for booking LPG refill.
3.
Refill Delivery Two modes of cylinder delivery are in practice.
(a) LPG distributors deliver filled cylinders at the registered address to the
customers residing in their normal area of operation and collect empty
cylinders. Only under exceptional conditions, filled cylinders deliveries on
cash-any-carry basis (non-home delivery) are permitted & customers are
entitled to applicable rebate on Cash-and-carry supplies.
(b) RGGLV- customers have to collect filled cylinders from the LPG storage
godown at declared RSP. Customers are not entitled to any rebate for
Cash-and-carry supplies.
4.
Transferring/Terminating the LPG connection when a customer shifts residence
outside the distributors area or service reasons.
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5.
Safe custody of LPG connection : Piped Natural Gas (PNG) customers, customers
using LPG through Reticulated system and customers who do not intend to use
the cylinder for reasonably long time can hand over their LPG Cylinder/s & DPR
to the distributor and obtain a safe custody voucher along with refund of the
security amount.
6.
Change in the Name of connection - in case of demise of the LPG connection holder
or transfer within family, regularisation of LPG connection for which document
is in someone elses name, regularisation of connection against genuine LPG
equipment (cylinder/DPR) held without documents as per procedure approved
by HPCL.
7.
Preferred Time Delivery: LPG Distributors offer a Preferred Time LPG Delivery
Scheme to facilitate consumers especially working men and women to get
delivery of LPG refill as per their convenience for a small premium.
8.
Time frame for services rendered by HP Gas distributors to the consumers:
Service
Registration for
Conditions
a) Above 18 years of age
new domestic LPG
b)
Timeframe
Immediate
No member of the household
has LPG connection under
connection
PDS or PNG connection
c)
Residing in the distributors
operating area
d)
Produce & submit proof of
residence & identity, Know
Release/installation
a)
distributor of Maturity of turn
of new Connection/
DBC
Your Customer (KYC) form #
Seven working days
Intimation in writing by the
b)
Produce & submit proof of
residence & identity
c)
Submit Standard
undertaking#
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d)
Deposit security amount##
e)
Hot plate inspection
(purchased from source other
than the LPG distributor)
after payment of prescribed
Inspection charges##.
f)
Inter/intra Oil Co. de-
duplication check**
Acceptance of refill When no previous refill order is
booking
Delivery of refill
Leakage complaint
pending
Availability of stocks*
Seven working
Intimation to distributor/
days*
Immediate guidance
emergency service cell
Preparation of TV
Immediate
a)
Surrender of loaned
& refund security
equipment (cylinder/s & PR)
deposit
in good condition
b)
at contact point.
One working day
Submission of original SV (in
case SV is lost an affidavit in
Change of name in
a)
lieu thereof)#
Eligibility as applicable for
new LPG connection
case of death
b)
Death Certificate of customer
c)
Succession certificate /
Standard undertaking#
d)
Produce & submit proof of
residence & identity, Know
Your Customer (KYC) form
e)
Subsidized Cylinders drawn
by original consumer shall be
counted and only the balance
entitled to the transferee.
f)
Satisfy de-duplication
check**
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One working day.
Transfer of
a)
Eligibility as applicable for
One working day
new LPG connection
connection
within family /
b)
Consent letter from customer
Regularisation
c)
Standard undertakings #
d)
Produce & submit proof of
residence & identity, Know
Your Customer (KYC) form
e)
Subsidized Cylinders drawn
by original consumer shall be
counted and only the balance
entitled to the transferee.
f)
Satisfy de-duplication
check**
* Endeavour to deliver within two working days at all times except in
circumstances beyond control viz. Natural calamities, strikes, absenteeism,
transport breakdowns, Govt. directives, shortage of product availability etc.
** One household is entitled only one subsidized domestic LPG connection.
Inter/intra Oil. Co. de-duplication check shall be carried out by OMCs for
verifying information provided by the consumer. In case any information
furnished by the customer is found incorrect, the connection shall be
cancelled and security deposit forfeited. HPC reserves the right to initiate
action against such customer under applicable legal provisions.
#formats of documents available on website www.hindustanpetroleum.com
## Rates of approved security deposit, tariff & service charges available at
our website www.hindustanpetroleum.com
Customer Relations
A Toll Free telephone number 1800 2333 555 is available to customers between 8 AM
and 8 PM for any queries, suggestions or complaints related to their LPG connection.
Customer Service Cells also function at the Regional Offices during office hours on all
working days. Customers are welcome to call on telephone or personally visit the Cell
32
for assistance/grievance redressal. Details of the Cell are available with the distributor
and also at our www.hindustanpetroleum.com
Customers can meet the Sales Officer during their periodic visits on pre-determined
days to LPG distributorship for resolution of their queries /complaints.
Emergency Service
Distributors render prompt assistance in case of gas leakage and other complaints.
The telephone numbers are mentioned on the refill cash memos, displayed at the
distributors showroom and also available on the Oil Companies websites. The Services
rendered by the distributor for attending to leakage complaints are free of charge.
Expectations from the Customer
Users need to follow safe operating practices while using LPG. These are given below:
Simple rules of usage
Cylinder must be always kept in vertical position, away from any source of heat
and in a ventilated place.
The hot plate should always be placed on a platform (made of non-flammable
material) above the cylinder level.
Always remember to switch off the pressure regulator when the stove is not in
use, especially at night. Never tamper with or try to repair the cylinder or allied
equipment yourself.
Make sure all parts of the installation are in good condition. If anything seems
wrong with any part, distributors trained mechanic may be called.
It is safer to wear cotton clothing while working in the kitchen. Use of dupatta,
sari or cloth to handle utensils could be a fire hazard.
Wearing a fire retardant apron while cooking is a safe practice.
33
Children must be kept away from the installation while cooking.
Use only ISI marked HOT PLATES.
Never leave the hotplate unattended while in use as the burner flame could get
extinguished due to overflow of cooking material or even gust of wind. This
would lead to leakage of Gas from the burner. The accumulated gas could get
ignited by the second/other burner in operation or any other source of ignition,
resulting in fire.
Fry Pan / Pressure Cooker should be placed in a manner so that their handle is
away from the flame.
Plastic items must be kept away from the gas stove.
Rubber tube is the weakest link in a LPG connection. It must be regularly checked
and changed immediately in case any visible cracks / damage are noticed. Use of
SURAKSHA LPG hose sold by LPG distributor is recommended for its enhanced
safety features and longer life. Rubber Tube, if used, must be ISI approved.
As a rule, the rubber tube must be replaced every two years and Suraksha LPG
hose every five years.
The safety cap must always be put on the valve of the unused cylinders, whether
full or empty.
At the time of Refill Delivery
At the time of taking ttrefill delivery, customer must satisfy himself with the condition
of the cylinder seal and weight. Once having acknowledged receipt of cylinder with
seal intact, correct weight & in good condition, there shall be no scope for dispute
with regard to the same. The deliveryman will break open the seal in presence of the
customer and check that the cylinder is sound and fit for use. Customers must get the
cylinder connected to the regulator (DPR) and have the installation checked for proper
functioning, even for the additional cylinder. LPG Distributors deliveryman carries a
weighing scale. Please get your cylinder weighed every time before receipt.
34
Inspection of the LPG Installation
Customers must insist on a mandatory inspection of their LPG installation once in 2
years, by the trained mechanic. This service is available on payment of the requisite
charges approved by the Oil Company. This will help in safe up keep of the domestic
LPG installation.
In case of Leakage
In the rare event of Leakage or in case there is smell of gas:
Turn the pressure regulator (DPR) knob to the OFF position.
Put out all fires in the kitchen / vicinity (including agarbatti and pooja lamp etc).
Do Not light matchstick/lighter. Do Not switch On or switch Off any electrical
switches (including main switch). Remember that electrical switches and dry cell
torches generate spark while switching on or off.
Open all doors and windows for ventilation
Get in touch with the distributor / the Emergency Service Cell after office hours
and on Sundays and holidays.
In the event of accident
All registered LPG consumers are covered under an insurance policy taken by the PSU
Oil Companies.
In case of the unfortunate event of an accident, the customer must immediately inform
the distributor in writing. The distributor then informs the concerned Oil Company
and the Insurance Company about the same. The distributor will offer assistance to
the customer in completing the formalities of insurance claims arising out of the
accident.
In addition to the above, all LPG distributors also have Third Party Liability Insurance
to cover losses in the event of an LPG accident.
35
Customer Obligations
Customers must abide by the terms and conditions under which the LPG
connection has been released to them. These are printed on the reverse of
Subscription Voucher and contained in the undertaking submitted at the time of
release of the connection.
Customer must adopt safe practices while using LPG.
Customers must not accept LPG cylinders from source/persons other than the
LPG distributor with whom they are registered.
Customers are not permitted to exchange with others or loan to others, the
cylinders / DPR given to them as this creates possibility for a spurious cylinder /
DPR finding its way into the system. Spurious cylinders/DPRs do not conform to
the stringent quality standards and are a potential safety hazard.
Customers should follow conservation tips while using LPG to save fuel.
Conservation tips are available on the www.hindustanpetroleum.com .
The use of LPG is regulated by LP Gas (Regulation of Supply & Distribution) Order
of the Govt. of India. As per this order:
LPG connection is issued only in the name of any adult member of the household
by a Government Oil company under the public distribution system. Household
means a family consisting of husband, wife, unmarried children and dependent
parents living together in a dwelling unit having common kitchen.
An existing customer of domestic LPG connection of a Government Oil Company,
who desires to avail PNG connection, is obliged to either surrender the domestic
LPG connection or convert it to domestic non-subsidized category within sixty
days from the date of obtaining PNG connection.
Customers holding more than one LPG connection in a household kitchen,
whether of the same oil company or of different oil companies, can retain only
one connection. The additional connection/s if any must be surrendered to the
distributor and refund of the deposit amount obtained.
36
As & when customers availing Piped Natural Gas (PNG) connection or LPG
connection through Reticulated system in their household, the existing domestic
LPG connection must be surrendered with the distributor. The distributor will
issue TV for Safe Custody and refund of deposit amount. Details of the same
are given in the website www.hindustanpetroleum.com PNG customers can
however retain the LPG connection but use only domestic non-subsidized LPG
cylinders for the same
37
11
Complaint / Public Grievance
Redressal Mechanism
A consumer who wishes to register complaint about any product or service may lodge
the same by any one of the following methods:
1.
Availability of Complaint / Suggestion Book at HP Gas Distributor & Petrol
Pumps: As per the MDG (Marketing Discipline Guidelines) Provisions, it is
mandatory for the dealers to maintain a Suggestion / Complaint Book and make
the same available to the customer on demand. A message indicating availability
of this book is also prominently displayed at the retail outlets and gas agencies. The
field officer goes through the Complaints Book during his inspections, for which
a specific provision has been made in the inspection report. The complaints are
attended to by contacting the complainant, wherever necessary, by the Officers
or action is taken based on input given by the customers.
2.
Display of Contact No. and Address at Retail Outlets / HP Gas Distributorships:
Contact details of the Sales Officers of the company are prominently displayed
at all the retail outlets / HP Gas Distributorships, for the benefit of customers to
contact them or write to them.
3.
Toll Free Number, Call Centers: In order to have convenient, easy and effective
way to enable customer to register their complaints and follow them up, two all
India Toll Free numbers 1800 2333 555 and 155 233 are in place for registration of
complaints.
4.
Web based complaints: Customers can also register their complaints through
HPC Corporate Website i.e. www.hindustanpetroleum.com
Once a complaint is registered on the website it automatically goes to the
concerned officer for further action. A reply is sent to the customer by the
concerned office, once it is resolved. Provision in the system enables customer
to view the status of the complaint on the website.
63
5.
Timelines for Resolution of Complaints: HPCL shall endeavor to respond to
complaints received through Toll-Free number/Web Portal within fourteen days,
except in circumstances beyond control of the Corporation viz. Natural calamities,
strikes, absenteeism, system breakdowns or in cases warranting investigation
etc. which may take longer to conclude. In such case, an interim reply would be
sent.
6.
Email: The consumer who is not satisfied with the resolution of complaint may
send email to mktghqo@hpcl.co.in or corphqo@hpcl.co.in
giving clear and
complete details of the complaint and nature of remedial action sought. Past
references may also be included.
7.
Public Grievance:
a.
Designated officers of the Corporation will be available every Friday between
4.00 PM to 5.00 PM at all major locations to hear & facilitate redressal of
grievances of the public.
b.
The details of the Public Grievance Redressal Officers for redressal
of Public Grievances are available on the Corporate website: www.
hindustanpetroleum.com
c.
A link has been provided on HPCL Corporate website:
www.hindustanpetroleum.com for registering Public Grievances on the
Government of India Public Grievances Portal (PG) viz. http://goo.gl/xUObQ1.
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12
HPCL LOCATIONS
HINDUSTAN PETROLEUM COPORATION LIMITED
REGISTERED AND
HEADQUARTERS OFFICE
Petroleum House,
17, Jamshedji Tata Road,
Churchgate, Mumbai 400 020.
Email: corphqo@hpcl.co.in
Website: www.hindustanpetroleum.com
Tel.: 022-22863900
MARKETING
HEADQUARTERS
Hindustan Bhavan,
8, Shoorji Vallabhdas Marg,
Ballard Estate,
Mumbai 400 001.
mktghqo@hpcl.co.in
Tel.: 022-22637000
MUMBAI REFINERY
Bhikaji Damaji Patil Marg,
(Old Corridor Road),
Mahul, Mumbai 400 074.
Tel.: 022-25545061
VISAKH REFINERY
Post Box. No. 15,
Malkapuram,
Visakhapatnam 530 011
Tel.: 0891-2894000
DELHI CO-ORDINATION OFFICE
11th Floor, Tower - I, Jeevan Bharati,
124, Indira Chowk, New Delhi 110 001.
Tel.: 011-23467123
65
LPG SBU ZONAL OFFICE
NORTH ZONE
HPCL
8th Floor, Core
II, SCOPE MInar
Complex,
Laxmi Nagar,
New Delhi :10 092.
Tel. : 011-22408300
EAST ZONE
HPCL
Purbanchal Bhavan,
771, Anandapur,
Off EM-bypass
Koklata:700 017.
Tel. : 033-66095200
NORTH WEST LPG ZONE
HPCL
1st Floor, Karaka Building, Ashram Road,
Ahmedabad:380 009.
Tel. : 079-26484002
WEST ZONE
HPCL
R & C Building,
Sir J. J. Road,
Byculla,
Mumbai:400 008.
Tel. : 022-23789000
SOUTH ZONE
HPCL
Thalamuthu
Natarajan Building
4th Floor,
8, Gandhi Irwin Rd.,
Post Box. No. 3045,
Egmore,
Chennai:600 008.
Tel. : 044-28549744
SOUTH CENTRAL LPG ZONE
HPCL
6th Floor, Varun Towers, Siripuram
Junction No. 1, Visakhapatnam:530 003.
Tel. : 0891-2716703
66
lpg Regional OFFICES
ANANTHAPUR LPG RO
HPCL
NH-44, Taticherlla Village,
Vadiyampeta (Post),
Ananthapur:515 731
Andhra Pradesh
SURAT LPG RO
HPCL
Hazira LPG Bottling Plant,
P O Ichhapore, Hazira
Surat:394510
BANGALORE LPG RO
BHUBANESHWAR
LPG RO
HPCL
HPCL
No.3&4, Whitefield Road, LPG Bottling Plant,
P.B. No : 11, Jatni,
Mahadevapura PO,
Kusumati, Jatni,
Bangalore,
Khurda
Karnataka:560048
Odisha:52050
DELHI LPG RO
GANDHINAGAR LPG RO
HPCL
HPCL
Chara Sonipur Road,
6th Floor, Core- II, Scope
Sardav, Gandhinagar
Minar , District Center,
Gujarat:382640
Laxmi Nagar
Delhi:110092
HOSHIARPUR LPG RO
HPCL
Village Dhaha, P.O.
Mandialan,
Jalandhar Road,
Hoshiarpur
Punjab:144105
INDORE LPG RO
HPCL
Near Manglia Rly Station,
Rahulkhedi, A.B. Road,
NH3, Indore
Madhya Pradesh:453771
AURANGABAD LPG RO
HPCL
H-1 MIDC,
Chikalthana Industrial
Area,
Post Box No. 91,
Aurangabad
Maharashtra:431210
CHENNAI LPG RO
HPCL
Petro Bhavan, 2nd Floor,
New No.82 (Old# 47),
TTK Road,
Alwarpet, Chennai
Tamil Nadu:600018
GOA LPG RO
HPCL
Plot No. 150,
Kundaim Industrial Estate,
Kundaim, North Goa
Goa:403115
HUBLI LPG RO
HPCL
165/166, Kiadb Indl. Area,
Belur, Dharwad
Karnataka:580011
HYDERABAD LPG RO
HPCL
Post Bag No 2, Cherlapally,
Hyderabad
Andhra Pradesh:500051
JABALPUR LPG RO
HPCL
Plot No 1-2, Phase-2,
Maneri Industrial Area,
Thesil Niwas, Mandla
Madhya Pradesh:481886
JAIPUR LPG RO
HPCL
Jaipur LPG R. O.
1st Floor,
Jeevan Nidhi-2 Lic Bldg.,
Ambedkar Circle,
Bhawani Singh Road
Jaipur:302005
67
JAMMU LPG RO
HPCL
SIDCO Industrial Complex,
Lane No 3, Phase-II,
Bari Brahmana
Jammu:181133
JODHPUR LPG RO
HPCL
Bhagat Ki Kothi,
Jodhpur
Rajasthan:342005
LONI LPG RO
HPCL
Village - Till Shahbajpur,
Post Office Loni
District Ghaziabad (U.P.)
Loni, Ghaziabad:201102
MUMBAI LPG RO
HPCL
1st Floor, HP Filling Plant,
LU Gadkari Marg,
Behind HP Refinery,
Mumbai
Maharashtra:400074
PATNA LPG RO
HPCL
Patna LPG R. O.
6th Floor, Lok Nayak Jai
Prakash Bhavan
P.B. No.40,
Dak Bunglow Chowk
Patna:800001
VIJAYAWADA LPG RO
HPCL
Industrial Dev. Area,
Kondapalli, Krishna
Andhra Pradesh:521228
JAMSHEDPUR LPG RO
HPCL
Large Sector,
Adityapur Industrial Area,
PO: Kandra,
Dist Saraikella
Jharkhand:832402
KOCHI LPG RO
HPCL
Seaport-Airport Road,
Irumpanam,
Ernakulam
Kerala:682309
LUCKNOW LPG RO
HPCL
Plot No. 1, Nehru Enclave,
Gomati Nagar,
Lucknow:226 110, (U.P.)
NAGPUR LPG RO
HPCL
Near Khapri Rly Station,
Wardha Road, Khapri,
Nagpur
Maharashtra:441108
PUNE LPG RO
HPCL
Mhalunge Ingle,
Chakan -Talegaon Road,
Pune,
Maharashtra:410501
VISAKH LPG RO
HPCL
HP Petro Park,
Port Connectivity Road,
Visakhapatnam:530 009
Andhra Pradesh
68
JIND LPG RO
HPCL
P.O. Box No. 5,
Rohtak Road, Jind
Haryana:126102
KOLKATA LPG RO
HPCL
P-4, Oil Installation Road,
Paharpur, Kolkata
West Bengal:700088
MANGALORE LPG RO
HPCL
2nd Floor,
Deo Gratias Building,
Chilimbi-Urva Stores,
Mangalore:560 006
NAVI MUMBAI LPG RO
HPCL
Plot No. 1,
Near NMMT Depot,
Sector-20,
Navi Mumbai MC
Maharashtra:400705
RAIPUR LPG RO
HPCL
Mandir Hasaud,
Raipur:492101
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