1

Refill not delivered

Customer calls up complaining that refill has not been delivered to him
Check in Customer service cell by asking Consumer no. and Distributor
name as given on his last cash memo
In case open booking found but not delivered for more than 7 days log
a complaint in e-cfs
In case no open booking found ask the customer to register a fresh
booking
Incase of complaints of irregular delivery over a long period , register a
complaint in e-cfs
How to book a cylinder?
Inform the customers to modes of booking
Using SMS/ IVRS refer to http://indane.co.in/sms_ivrs.php for more
details. Check if the distributor offers this service from data sheet
Web booking Only for registered Indane customers. Refer to
http://indane.co.in/onlinegasbooking.php for more details. Check if distributor
offers this service
Manual mode of booking- Provide the distributor number from the data sheet
provided
In case a customer has complaints regarding non booking of cylinder register
accordingly in e-cfs
What is Diversion?
Diversion is the illegal use of the Domestic 14.2 kg ( red cylinder) for non domestic
purposes which means other than cooking purposes.
This will include using 14.2 kg cylinders for :
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Geysers/ Heating purposes
Vehicles
Restaurant/ commercial cooking purposes
The consumers if found guilty of diverting will have their connection suspended or in
case if a distributor is caught diverting then action will be taken accordingly.
In case consumers want LPG cylinders for non domestic purposes they can
approach the nearest distributor for getting a Non Domestic connection ( Blue
cylinder). It comes three packages of 5 kg , 19 kg and 47.5 kg .
I have a complaint!!
Consumers for LPG can get their complaints registered in e-cfs for the following
grievances
Cash & Carry Related
Delay in Complaint Attendance
Delay in Refill Supply
Diversion / Misuse
Forced Sale of Accessories
Issue of Second Cylinder (DBC)
Non Home Delivery of Refills
Others
Over Charging
Service Related
Telephone Not Attended
Under Weight Cylinder
The status of previous complaints and the feedback received on each individual
complaint can be viewed from e- cfs.
The same facility for registering complaints is also available for general public in
www.indane.co.in
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What is Transparency portal? How do I access
it?
Transparency portal is an initiative brought by the Oil marketing companies in order
to make the subsidized LPG cylinders supplied information available to the general
public. This is a public portal and requires no login to view. For Indane related
transparency portal kindly visit www.indane.co.in->Transparency portal.
What all information is available in the
Transparency portal?
The LPG transparency portal gives the distributor wise information on the consumers
who have taken at least one refill in the financial year. For each of the consumer the
consumer number, consumer address, no of refills taken during the period and total
subsidy availed. In order for the consumer to view the date wise details on his
consumption pattern he/ she needs to click on no. of refills and a separate window
will show the details.
In case the consumer knows his distributor there is also quick search option of
finding the same on the home page of indane.co.in.
Why my address has been displayed on the
Transparency Portal?
Government of India is providing huge subsidy for domestic LPG cylinders. The
names of the beneficiaries of such subsidized delivery in the portal is mandated by
MOP&NG and Task Force on Direct Subsidy Transfer for full transparency thereby
preventing misuse of subsidies to unauthorized uses. The address helps in verifying
if the same is being delivered to intended consumer who is consuming the subsidy.
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I have been informed that my connection has
been blocked as a suspected Multiple
connection? What to do?
You will be required to do a KYC with the distributor.
Kindly contact the distributor with the original details of Proof of address and Proof of
identity andsubmit copies of the same while filling up the KYC form.
How can I rate my distributor? What other new
features are available in indane.co.in?
A new facility has been started in www.indane.co.in to register feedback on the
distributor based on five pre defined parameters measuring his quality of service and
behavior. This is only available for registered consumers.
Other features in the site include
Surrender of connection online
o Customers can now book a request to terminate their connection
online by filing an online form . The system will respond to the
consumer giving them date and time of reporting to the distributorship
with the relevant documents
New consumer User experience
o New users registered on www.indane.co.in can now provide their
feedback on the site experience . This will help in improving the
existing features and enhance the site
How to apply for distributorship/ know about
selection status?
Go to website www.indianoiltenders.com/ DealerSelection or go through www.
iocl.com->Quick links and see the guidelines along with selection status (results of
interviews and shortlists)
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Leakage at my home.. Whom to contact?
In case of emergency calls landing up at the Toll Free number kindly ask the
customer to call the ESC numbers so that they are directed to correct people who will
handle the situation. The emergency cell numbers for each state are given in the
data sheet .
New connection How do I get one?
Through Web- go to www.indane.co.in and fill up the form
from How do I ?- >Get a new connection.
Apply at the distributorship
Locate an OMC distributorship near your area and approach the
distributors who will guide you through the process. Refer to FAQ
Have applied for a connection but still not got
one?
Ask the consumer his SL69 number which he would have received from
the distributor and check for its status from the Customer service Cell .
Customer Service Cell- >Waitlist and inform him of the same.
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What to do if I have got a new PNG
connection?
If you have shifted to PNG from Indane connection, kindly surrender your
Indane connection with an option to take LPG connection of Indane, Bharat
Gas or HP Gas anytime, anywhere in the country, whenever you need it.
No charges will be levied for entrusting your LPG connection in our safe
custody.
All you need is to call on your distributor to complete the following formalities: -

Refund the deposit amount mentioned in the Subscription Voucher

issued at the time of release of Indane connection against return of
cylinders and Pressure Regulator

Take a copy of your latest PNG bill against which a Special

Termination Voucher called Safe Custody TV for PNG consumer will
be given to you. It is without any restriction on validity and also
transferable to any of the family members (Father, Mother, Son,
Daughter, Brother, Sister) anywhere in the country.
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I wish to transfer your connection to your
family member against safe custody TV?

Fill in the transfer authorization given below in this letter in the name of
that person.

He/She should present this letter authorized by you along with Safe
Custody TV for PNG consumer given to you to the LPG distributor.
LPG Distributors shall issue new LPG connection after completing necessary
formalities
I have seen an advertisement in news paper
recently on One household one Connection.
What is it about?
As per the control order of Ministry of Petroleum and Natural Gas one household
(address) cannot have more than one domestic LPG connection and possessing the
same is punishable. Kindly surrender the additional connection if any with you.
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I have received a letter asking me to surrender
connection? What shall I do?
Approach your distributor with your Proof of Identity, Proof of address and a KYC
format duly filled in. The format can be downloaded from www.indane.co.in under
how do I and new connection. In case you have more than one connection in
your name or address you have to surrender all but one.
What are the PoI documents?
1. Pass port
2. Aadhaar Letter
3. Voters ID
4. Any ID issued by Government
5. PAN Card
6. Driving Licence
What is a KYC format?
Recently Ministry of Petroleum and Natural Gas has made a format with all details
about the customer/prospective customer mandatory. This is known as KYC (Know
your Customer). It is available in indane.co.in -> Download Formats
I have not booked refill for more than 6
months. My connection appears to be blocked.
What should I do?
Provide an application with KYC, PoI and PoA to distributor to reactivate connection
It is available in indane.co.in -> Download Formats
In case we are not satisfied with the distributor
services what shall we do?
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You can either give complaint with us or give your rating in the portal
www.indane.co.in. Towards this you have to register.
Where is the Transparency Portal available and what are the information in it?
www.indane.co.in . Customer name, address, number, number of refills taken and
the subsidy amount drawn are available in the portal.
In case I have multiple connections how can I
surrender Connection through portal or by
approaching the distributor?
Use www.indane.co.in . You need to register your self and then use the surrender
option to register your intention to surrender. Distributor will give you date and time
for visiting the distributorship to surrender.
How do I get Domestic Gas Consumer Card
DGCC Book?
All the customers registered with the distributors of Indian Oil shall
have to possess Domestic Gas Consumer Card (DGCC) booklet
which should have a pre-printed Card Serial number on it. The
customers who are presently not having the DGCC booklet or the
booklet is not serially numbered, shall have to get it issued from
their Indane Distributor.
Distributors shall ensure that the serial number of the DGCC
booklet issued to the customer is maintained in IndSoft.
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Can I get refills without DGCC Book?
If DGCC booklet is not produced before the delivery boy, then the
refill shall not be handed over to the customer. It should also be
checked by the delivery boy that the DGCC serial No. printed on
the cash memo is the same as that produced by the customer
before delivering the cylinder.
What is the difference between Subsidised
and Non subsidized Domestic LPG cylinder?
The Subsidised Domestic LPG Cylinders are supplied to the registered consumers at
subsidised price as directed by Government of India. They are supplied in 14.2 Kg
capacity and 5 Kg Capacity. There is restriction in numbers on supply of such
subsidised LPG cylinders in a Financial year. The non-subsidised Domestic LPG
cylinders are supplied to registered customers as price which is market driven and
based on import parity price. In such cylinders no subsidy is given by the
Government of India. These are also supplied in 14.2 Kg and 5 Kg capacity. There is
no restriction in supply of Domestic Non-Subsidised LPG Cylinders.
How many subsidized cylinders and Non
subsidized LPG Cylinders will I get this year
(Financial Year 2012-13?
W.e.f 14th Sep to 31st March 2012 the registered customer of 14.2 Kg
Domestic LPG Cylinder shall get 3 numbers of 14.2 Kg Domestic subsidised
LPG cylinders and registered customer of 5 kg Domestic LPG Cylinder shall
get 8 nos. of 5 Kg Domestic subsidised LPG Cylinder.
There is no limit on the non-subsidised Domestic LPG Cylinders.
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How many Subsidized cylinders and Non
subsidized LPG Cylinders will I get from 2013-
14 Financial Year onwards?
For the financial year 2013-14 (i.e. effective 01.04.2013) the registered
customer of 14.2 Kg Domestic LPG Cylinder shall get 6 numbers of 14.2 Kg
Domestic subsidised LPG cylinders and registered customer of 5 kg Domestic
LPG Cylinder shall get 16 nos. of 5 Kg Domestic subsidised LPG Cylinder.
Similarly for the financial years on ward the same system shall be followed.
There is no limit on the non-subsidised Domestic LPG Cylinders
In case of mismatch of conflict between
distributors supplies and my consumption of
Subsidized cylinder how do I resolve the
matter ?
In case of disputes on number of subsidized refills delivered by the distributor
and received by the customer, the base documents for sorting out the dispute
shall be the DGCC booklet and the acknowledged cash memos available with
the distributor. During complaint investigation if the customer is not able to
produce the DGCC booklet, then the complaint shall be disposed off based on
the acknowledged copy of the cash memos.
The complaints may also be logged through eCFS or transparency portal at
www.indane.co.in.
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Where will I get the information about my
consumption of Subsidised Domestic LPG
cylinder?
The information will be readily available on www.indane.co.in . Also the same
shall be printed on the cash memo given by the delivery boy which has to be
entered by him in the DGCC book.
How frequently the price of Non- subsidized
LPG cylinder changes?
The price of non subsidised domestic LPG will change on 1st of every month
based on import parity price.
Whether the price of Non-subsidized LPG
cylinder is fixed?
No. The price will keep on changing as per the import parity price on month to
month basis. This can go up or down as per the existing market rates.
How will my Subsidised LPG Cylinders get
pro-rated if I get new connection in the middle
of year?
Month of getting connection No. of subsidised cylinders eligible
w.ef 14
th
Sept12 3
Oct12 3
Nov12 3
Dec12 2
Jan12 2
Feb12 1
March12 1
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How do I know my consumption of Domestic
Subsidised and non-subsidised LPG
Cylinders?
The information is readily available on transparency portal at
www.indane.co.in.Additionally the same will be printed on your cash memo
and written by delivery boys in your DGCC book.
Customer are advised to keep copy of cash memo and DGCC book safely.
Can I get a LPG connection with only Non-
Subsidised LPG?
Yes .
Can I keep more than one connection, one
with Subsidised DomesticLPG and another
with Non-Subsidised Domestic LPG Cylinders
in one household?
No . As per the Gas Control Order One household can have only oneconnection.
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Frequently Asked Questions
How do I get a new domestic (14.2 kg/5 kg cylinder)Indane
connection? Where is my nearest LPG distributor located?
Indane is available for domestic use generally in 14.2 Kg capacity
cylinders and is also available in 5 Kg capacity cylinders in select few
cities primarily in hilly / rural areas in the country. New LPG
Connections are now available on demand across the country. In case
you do
not have an LPG connection from any of the PSU Oil Companies in
your household and you have a separate cooking area in your house
you can have an Indane domestic connection in your household. For a
domestic connection, you can visit nearest Indane distributor
serving in your area and register for the connection with a valid proof of
identity and residence. One of the following documents can be
produced for proof of residence: -
1. Ration Card
2. Electricity Bill
3. Telephone Bill
4. Passport
5. Employer's Certificate
6. Flat allotment / possession letter
7. House registration papers
8. LIC policy
9. Voters Identity Card
10. Rent Receipt
11. PAN card issued by the Income Tax department
12. Driving License
13. Aadhaar Letter - Click to Download Sample Copy
Note: In Karnataka and Tamil Nadu, as per the requirement of the
State Government, Ration Card is a must for issue of new
connection for prospective domestic LPG customer.
Accessories/Deposits
On registration, the distributor will send you an intimation letter through
registered post. You need to carry the letter and the envelope to
the distributor to avail the connection
The Indane connection will be released to you immediately. However
before release of an LPG connection, you should be in possession of
an ISI mark Hotplate conforming to IS:4246 and a Suraksha LPG hose
confirming to IS:9573 (Type IV), so that after release of your
Indane connection, it may be installed at your residence immediately.
2) What Are the Standard tariff Rates applicable for Indane
Services?
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Various approved Indane tariff rates are available inwww.indane.co.in
3) Do I need to buy a hotplate from the LPG distributor only?
It is not compulsory to buy hot plate from the Distributors. A customer
can buy BIS approved Stove from any source of his choice.
However Distributors are advised to keep high thermal efficiency i.e.
fuel saving and better quality LPG Stoves for offering to existing
and prospective customers. For availing of a LPG connection, a
customer should be in possession of an ISI mark hotplate and rubber
tube.
Incase you have an ISI mark hotplate available with you, the distributor
shall check it at your premises against a nominal payment (as per
the table given above) The distributor has to complete such an
inspection within 7 days from the date of such a payment by the
customer.
4) What do I need to check when I receive my refill?
You may undertake simple checks at the time of your refill receipt :-
Check the seal of the cylinder
Check the safety cap. It should not have any cracks
Remove safety Cap and check for leakage from the valve. Usually in
case of any leakage from the Cylinder valve, the safety cap will pop
off at the time of removal. This can be further reaffirmed by placing
your thumb on the cylinder valve
Get the new cylinder connected with the hotplate and make sure that
no leakage is observed.
Pay the cash and acknowledge the 2nd copy of the cash memo / refill
voucher
5) How should I maintain my domestic LPG installation?
The following steps may be followed as a part of regular maintenance
1. Clean the hotplate after each cooking
2. Clean the Suraksha LPG Hose with wet cloth periodically
3. Keep the pressure regulator knob closed when not cooking
4. Clean up the choked holes of the burner, when it is cooled off
6) Whom can I contact in case I need some assistance?
For any assistance pertaining to supply of Indane supplies your
distributor is always at your service to help you, however if you desire
youmay contact our Customer Service Cell or our Officer. At Indane
Showroom name and telephone number of our officer is displayed.
7) Do I have to get my domestic installation checked?
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Safety audit of the domestic installations should be carried out once in
every two years. Your Indane distributors trained mechanic carries
out such an audit at your place. You need to pay a nominal charge of
Rs. 40/- to your distributor, for which a cash memo is issued to you.
The mechanic carries an identity card with him confirming his identity
as an authorized person from your distributor for carrying out such
an inspection. case of doubt, you may ask him to identify himself.
8) How do I transfer my Indane connection?
In case you are shifting your residence, you may follow either of the
following options :-
Within the same distributor's area of operation --
Advise your distributor your new address with supporting proof of
residence so that he effects the change in his records and your future
supplies shall then be sent to your new place of residence.
Within the same town --
In case your present distributor does not service your new place of
residence, you may approach your Indane distributor with your original
Subscription Voucher (SV). The distributor shall prepare a transfer
termination voucher (TTV) for the place of your new residence. You
can then approach the nearest Indane Distributor serving your new
place of residence along with proof of residence, TTV and DGCC
booklet (Domestic gas consumer card) The distributor shall prepare a
Transfer Subscription voucher (TSV) against your TTV and shall
provide you a new consumer number. These details will be updated in
your DGCC booklet, (Domestic gas consumer card) .
In this case of a shift of residence within the same town you are not
required to surrender your equipment. Hence you need to carry your
Indane domestic cylinder and pressure regulator to your new
residence.
While getting transferred out of town --
In case you are transferred outside the town, you are required to
surrender your Indane equipment viz. cylinder and pressure regulator
to
your Indane distributor. In such a case, you may approach your Indane
distributor with your Subscription Voucher (SV) or Transfer
Subscription Voucher (TSV) as the case may be & Domestic Gas
Consumer Card (DGCC) along-with your Cylinder/s and Pressure
Regulator. The distributor in turn will prepare a Termination Voucher
(TV) in your name for your new place and refund the deposit held
against the Cylinder/s and Regulator. You will also be guided to the
nearest Indane distributor for future service. At the new place you can
approach the nearest Indane distributor for resuming your Indane
supplies.
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9) How do I get a new connection for non-domestic, i.e.
commercial/industrial (19 kg cylinder) use?
In case you intend to have LPG supplies for commercial or Industrial
use, you can avail Indane connection in 19 kg or 47.5 kg capacity
cylinders.
Non-Domestic connections are released at following security deposit
rates are given in website www.indane.co.in
As per the rules laid down by Department of Explosives, LPG can be
stored up to 100 Kgs without an explosive license in unconnected
cylinders. Hence, in case your requirement is up to 100 Kgs you can
have a gas connection from your nearest Indane dealer for your
industrial / commercial usage.
However, in case your LPG requirement for industrial/ commercial
usage warrants higher storage of LPG, you will be required to install a
manifold where all the cylinders are to be kept connected for supplying
LPG to the end usage area through a network of LPG pipelines.
The design, installation, testing and operation of such LPG installations
should confirm to IS: 6044 (Part 1-2000). Such industrial /
commercial connections, requiring LPG manifold installations are
normally released after a safety audit by the IndianOil officer for the
benefit of the consumer.
For all necessary technical help and release of connection you can
contact nearest Indane Area Office in this matter.
10) How can I buy bulk LPG?
In case you require bulk LPG for your industrial/ commercial uses, you
may contact the nearest Indane Area Office for necessaryassistance.
11) What are high thermal efficient LPG stove and what are
the advantages of high thermal efficient LPG stoves marketed
by Indanedistributors?
LPG stoves marketed by the Indane distributors are of high thermal
efficiency which is min 68% and is conforming to IS 4246. The other
advantages are as follows:
1. It is manufactured in a dedicated production line with stringent
quality control checks.
2. Each piece is serially numbered and properly documented
3. Each thermal efficient LPG stove carries a copy of BIS certificate
and sold in a special packaging as per laid down specifications.
4. Warranty on Thermal efficient LPG stove is for 3 years as compared
to 1-year warranty on other LPG stoves
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12) What is Suraksha LPG hose and what are its special
features ?
Suraksha LPG hose is patented and manufactured by LERC (LPG
Equipment Research Centre, Bengaluru ) approved and BIS approved
manufacturers as per IS - 9573: 1998 Type-4. It is manufactured under
stringent quality control checks on raw materials and during its
processing stage and on finished products. Its salient features are:
1. Three layered construction i.e. inner and outer layers are made of
special quality rubber and middle layer made of braided Copper /
Brass coated high carbon steel wire mesh which eliminates various
deficiencies of rubber tube.
2. Suraksha LPG hose has longer life of 5 years.
3. Suraksha LPG hose is crack proof, rodent cannot cut through steel
braided wire mesh.
4. Outer layer is fire resistant and Weather & abrasion resistant.
5. Each tube carries the details of batch no., month/year of
manufacture, replace before Month/year.
6. Each tube is packed and sold in a specially designed pouches.
Details such as manufacturer, MRP, Length of piece, instruction card
and safety tips for usage of LPG & Suraksha LPG hose are printed on
each pouch.
13) What are the value added services offered by Indane
Distributors to their customer?
Indane Distributors are offering value added services to their
customers by way of offering products / services at highly competitive
pricesunder one roof such as high Thermal efficient LPG Stoves,
Higher safety longer life Suraksha LPG Hose, Fire Retardant Suraksha
Kitchen Aprons, BIS approved Portable Fire Extinguishers for homes, e
booking of Railway tickets Flame type LPG Gas lighters,
domestic cylinder trolleys etc. Few more value added products /
services for the benefit of the customers are being planned.
14) What is LPG?
Liquefied Petroleum Gas (LPG) is a mixture of hydrocarbons, which
are in gaseous state at ambient temperature and pressure but these
are liquefied under pressure for easy storage, handling and
transportation in pressurized vessels. It is obtained through Crude Oil
refiningor from Natural Gas through fractionation. Butane and Propane
are the main constituent hydrocarbon's in LPG. Others present in
traces orsmall fractions are Iso-butane, butylene, n-butane, propylene
etc.
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LPG is highly inflammable. LPG is odourless , color less and is heavier
than air. Ehtyle Mercaptan is added as odouriser for detection of
any leak. LPG as per IS: 4576 is being marketed in India.
15) What are the uses of LPG?
LPG is one of the safest, economical, eco friendly healthy cooking fuels
for all. LPG is being used a cooking fuel's in most urban and semi
urban household's. The rural population is also increasingly using it.
Besides domestic usage, LPG is often used as an efficient source of
energy in various industrial and commercial applications> for more
details check website www.indane.co.in
16) Why do I find sweating on the cylinders?
If the rate of withdrawal of LPG is higher than the designed rate, the
cylinder starts sweating and you would see condensation on the body
of the cylinders. If the cylinders in the manifold are regularly sweating,
it is advisable to check your LPG consumption rate vis--vis the
Cylinder manifold design. Consult your nearest Indane Area Manager
or a technical consultant, you may require to increase your cylinder
manifold bank.
17) Why does the flame lift from the burner port?
The right mix of LPG and air is required to give you the best blue
coloured flame at your burner port. In case of any imbalance of Air-
LPG mixture such things can happen. If air is more in the combustible
mixture, the flame will lift off the burner port. You may get your
burners checked as they may require a little repair or cleaning etc to
ensure right combustible mixture at the burner port. In case the
pressure is higher than the designed rating, the flame may lift off the
port. Please get the pressure regulator checked.
18) Are there any design specifications for the LPG cylinder
manifold?
LPG cylinder manifold should be designed and tested as per IS 6044
(Part 1) : 2000
19) What is the procedure to maintain the quality of cylinders?
LPG Cylinders are manufactured as per BIS 3196 through
manufacturers approved by the Chief Controller of Explosives, Nagpur
(CCOE) and having BIS license. Each and every new LPG cylinder is
checked at various manufacturing stages and marked by BIS
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(Bureau of Indian Standards) after various tests carried out as per the
BIS codes and Gas Cylinder Rules, 2004, before putting them into
circulation by the Public Sector Oil Companies. Thereafter, each LPG
cylinder is checked at the LPG Bottling plants and only the ones
which are meeting the Standards as specified in the Gas Cylinder
Rules are filled, checked and sent to the Distributors for distribution to
the customers. All new LPG cylinders are required to be put to first
Statutory Testing after 10 years. Thereafter, the cylinders are put to
statutory testing every 5 years. Such testing of LPG cylinders is done
through agencies approved by CCOE as specified in The Gas
Cylinder Rules 2004 and once again put into circulation only if the
cylinders pass the required Pressure Tests.
20) What is the procedure for repairing/replacing damaged
cylinders?
LPG cylinder found requiring repairs is put to Hot repairs once in its
lifetime as per IS code of practice. Each and every Hot repaired
cylinder is also certified for use by BIS and is accordingly put into
circulation. Any LPG cylinder which has undergone one Hot repair, if
it is found damaged subsequently, is scrapped. IOC strictly follows the
above and introduces new LPG cylinders as replacement to the
cylinders scrapped.
21) Is it possible to know when a particular cylinder is
scheduled for testing?
On one of three vertical stay plates (side stems) of the LPG cylinder, the
date is coded alpha numerically as A or B or C or D and a twodigit
number following this e.g. D10. The alphabets stand for quarters - A for Qtr.
ending March (First Qtr), B - Qtr. ending J une (Second
Qtr), C-Qtr. ending Sept (Third Qtr), & D for Qtr. ending December (Fourth
Qtr). The digits stand for the year when the cylinder is due
for Statutory testing as explained above. Hence D10 would mean that the
particular cylinder is to be taken for the next Statutory Testing
by December 2010. In any case, this is not the date of EXPIRY of PHYSICAL
LIFE of the CYLINDER It is further clarified that, during
service, every empty LPG cylinder when it comes from the Distributor to the
Bottling Plant for filling, is checked for its condition
including the marked date for Statutory Testing due. Cylinders due for testing
are segregated and sent for testing. Every cylinder after its
filling with LPG is checked for correctness of its weight and soundness, before
despatch to the Distributors. Every care is taken to ensure
that cylinders which are safe for use are only sent to our Distributors for
further distribution. It means if a customer gets a cylinder in J une
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2010 with marking as B10, it does not indicate that the physical life of the
cylinder has expired. It only means that this cylinder is due for
Statutory testing by end J une 2010.
Frequently Asked Questions (Preferred Time delivery)
1) What is meant by Preferred Time Delivery? How is it
different from normal home delivery?
Normally LPG cylinders are delivered based on your booking in serial order
on first come first serve basis. No separate provision for refill
delivery as per your convenient day and time is provided. Under Preferred
Day and Time Delivery, you can now choose the service to
receive the cylinder at home on the day and time of your choice at a cost. The
day and time slots fixed for the delivery and the charges for
the service are given below:
2) What are the options available for me as a preferred time
customer?
You can make your choice from any of the following three options: Preferred
Time Customer: You can prefer a time on any day
starting from Monday upto Friday. Such a choice indicate that you are ready
to accept the cylinder on any day from Monday to Friday on
the fixed time slot specified above. If you miss the delivery , distributor will
deliver on the next day same time. Preferred Day and Time
Customer: You can also make a choice of selecting a day in addition to time.
Which means you are is ready to accept only on the
specified day and time. Even if you miss the day and time next delivery will be
next week same day and time. Saturday/Sunday
Preferred Customer:You can prefer either Saturday or Sunday any time
indicating that you are ready to accept the cylinder either on
Saturday or Sunday as per the preference any time from 8AM to 6PM.
l 3) Do I get a cylinder on my immediate next preferred day
and time of my booking?
You may undertake simple checks at the time of your refill receipt :- LPG
cylinders are subsidized and hence are delivered on first come
first served basis. Hence you will not receive the cylinder out of turn. After
your call matures, the supply will be made to you on next
preferred day and time. For example if you are a preferred time customer, you
will receive the cylinder next day on the preferred time slot
after your call matures. For example if you are a 8AM to 11 AM preferred time
customer and have booked your refill on Saturday 1st of
J une. But on that day distributor was delivering cylinders booked by
customers on 25th day of May. After your call matures, say on
Wednesday 5th J une, you will receive the cylinder on same Wednesday
between 8 AM and 11 PM. However if you are a preferred day
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and time customer of Monday and your booking matures on Wednesday 5th
J une, you will receive the cylinder only on 10th J une,
Generators Used as a clean eco friendly fuel for running the generators even
in the closed premises
Hotels and Cook
Houses Used for all possible cooking skills from boiling, stewing, simmering,
baking, grilling and roasting to braising
Time Slot
Charges per delivery in
Towns with population
of ten lakh and above
Charges per delivery
in other Towns
Before 8 AM Rs.50 Rs.40
8AM to 11 AM Rs.25 Rs.20
11 AM to 3 PM Rs.25 Rs.20
3 PM to 6 PM Rs.25 Rs.20
6 PM to 8 PM Rs.50 Rs.40
Only Saturday/Sunday (8 AM to 6 PM) Rs.25 Rs.20
Indane Online : Online Gas Booking and Services Page 5 of 7
http://indane.co.in/faq.php 13-01-2012
Monday.
l 4) Is this facility available with all distributors in India?
The facility is now available with all distributors of Indianoil Corporation
Limited(Indane) customers in Mumbai, Kolkata, Delhi,
Chennai, Bangluru, Hyderabad and Pune and also outskirts of these cities i.e.
Gurgaon, Noida, Faridabad, Ghaziabad, Sonepat, Thane,
Navi Mumbai, Kalyan, Mira Bhayander etc. The scheme may be extended to
all towns having population of about 10 lakhs shortly.
l 5) How do I become a Preferred Time Customer?
You need to register to become a preferred time customer. You can register
through any one of the following two separate routes:
1. You can submit a registration in the stipulated format/plain paper.
2. You may register on www.indane.co.in
l 6) Do I need to mention my preferred day and time every time
I book for a refill?
Once you register as a preferred time customer for a specific day and time
you need not mention the day and time at the time of refill
booking. The system provided with the distributors will automatically identify
your status.
l 7) Do I have an option to avail cylinder on any day-any time
after registration?
No. Once you are a Preferred Time Customer, you will receive cylinders only
on the time/day /day and time you have already chosen.
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l 8) Can I withdraw myself from availing this facility after
registration?
You can de-register through submission of an application physically to
distributor or through web site.
l 9) What is the validity period of my registration ?
Registration is one time. But you can change your day and time of choice
after a period of six months. When you change or register, the
acceptance of same in the system may take a maximum of 48 hours.
l 10) What are my obligations as a customer when I register as
Preferred Time Customer?
Once you register and become a preferred time customer you or your
representative shall be available at home for receiving the cylinder
delivered on the day and time chosen by you (Say Sunday 9th J une). You will
not be delivered with the cylinder on any other day and
time. In case you are not available on the preferred day and time(Sunday, 9th
J une), distributor will deliver it only on the next week same
day and time(Sunday,16th J une). If on the second time you fail to receive,
your status of preferred time customer will be withdrawn for
next six months and your refill booking will be cancelled. Discretion to restart
the facility within six months will lie with the distributor
for which you need to contact him/her.
l 11) Is the delivery possible on Preferred Date?
This facility is only for preferred day and no specific booking is possible as of
now for preferred Date.
l 12) In case I am available at home and distributor fails to
deliver. When do I get the cylinder?
In case the distributor fails to deliver due to reasons solely attributable to
him, he will call you and deliver it to you subsequently on any
day by giving a rebate of Rs 20.
l 13) Can I register my option for Preferred time through
IVRS/SMS?
No. Presently you cannot opt for preferred time through IVRS/SMS.
However in case you are registered as a preferred time customer even
if you book you refill through IVRS/SMS you will receive delivery on the day
and time chosen by you.
l 14) How do I give feedback on the preferred time service
You can contact Sales Officer or the customer service cell( Details are
provided in showroom of the distributor ) of the Oil Marketing
Company or dial toll free Number to provide a feedback/complaint on
Preferred time or any other service offered by the
distributor.