ABOUT H P GAS CONNECTIONS

Q1. How to get a New Distributorship?

A. HPCL releases advertisements for new Distributorships in Newspapers in Hindi, English and other vernacular language of the area. Kindly look for such advertisement, in your location of interest. Selection would be made from the applications received in response to such advertisements meeting the eligibility criteria given therein. For further details you may view our Brochure on LPG distributorships. For any further clarification please contact our nearest Regional Office (Locator).

Q2. How to get a New Connection?

A. The nearest HP GAS distributor may be approached for a new Gas connection. Alternately you may book for new HP GAS connection on-line. Details of cost of New Connection with Double Bottle Cylinder (DBC) (two cylinders and one regulator) along with cost of LPG is given below:

Fixed Cost: Refundable Deposit for Two Cylinders @ Rs. 1250/- each = Rs. 2,500/- Refundable Deposit for One Regulator @ Rs. 150/- = Rs. 150/- Cost of Two Refills - Present price according to your area as applicable. Cost of hotplate/stove and Suraksha Hose (rubber tube) will be extra.

View Service Charges applicable towards Installation / Inspection:

Stamp duty on actuals is levied wherever applicable.

Given below is the list of documents required for new connection. You can submit any one of these documents. Aadhaar Number (Copy of Aadhaar Letter) : Aadhaar Letter (Back) and Aadhaar Letter (Front) Copy of house lease agreement / rent receipt Copy of Ration Card Copy of Passport Copy of telephone bill/any other utility bill Self declaration attested by Gazetted officer.

Kindly note that in certain states, as per orders received from the State Government, New connections can be released only against production of ration cards.

As per the LPG Control Order, only ONE LPG Connection is permitted per household. Any additional connection is required to be surrendered.

If you need any further help, kindly contact our Regional Manager of the area.(Locator).

Q3. I have taken a PNG connection, what is the process of surrendering the LPG connection?

PNG consumers are required to surrender their LPG connection to their LPG distributor for Safe Custody. For more details please click  PNG Consumers.

Q4. Is it compulsory to buy hot plate (stove) and other accessories from distributor while availing new LPG connection?

A. No. Customer is at liberty to purchase them from any source provided it is approved by BIS. View MRTPC Notification HPCL is committed to the conservation of Petroleum products. To enable the conservation of LPG, HPCL has entered into a tie-up with certain manufacturers for manufacturing and sale of high thermal efficiency stoves (Green Label Stoves), which gives 10-12 % savings to the customer. These stoves are not available in the open market and are marketed only through our distributor network.

Q5. In case of loss of SV how to get the same again?

A. In case of loss of SV, customer has to submit an affidavit on non-judicial Stamp Paper of applicable value as per format; which is also available with our concerned Customer Service Cell or distributor. In case you are a Piped Natural gas (PNG) Customer, please use the declaration of loss of SV by PNG consumers Format.

Q6. In case of transfer, what is the procedure to transfer the connection?

A. In case, the transfer is within the city or in certain adjoining city, then

The existing distributor will issue e-Customer Transfer Advise (e-CTA) ie. Authorisation Code on production of Subscription Voucher (SV). The e-CTA is valid for 3 months from the date of issue. The SV with the Authorisation Code should be produced to the new distributor, who will enrol the customer & return the original SV after endorsement. The SV is an important document and should be retained safely. Here, the equipments (cylinder + regulator) need not be surrendered, but be carried by the customer.

In case of transfer of connection from one place to another,

The distributor at the current location will issue Termination Voucher (TV) and will refund the deposit amount mentioned in the SV, on surrender of existing equipments (cylinder/s and regulator). The TV is valid for one year from the date of issue. Do not surrender your Domestic Gas Consumer Card. The same card can be used at the new location after endorsement by the new distributor. Reconnection can be availed at the new place by payment of the same deposit amount mentioned in the TV. Please collect the new SV and retain it safely.

Q7. How do we change the name of the connection holder?

(i) Death of SV Holder: To transfer the connection in the name of legal heir / within the family, after death of consumer, please submit the following to your distributor An application with details Documents giving proof of relationship, Death Certificate Original SV / Affidavit for loss of SV

The deposit will remain the same as in the original SV.

(ii) Due to Marriage: Please submit the following to your distributor An application with details Documents giving proof of marriage (marriage certificate) Original SV / Affidavit for loss of SV

The deposit will remain the same as in the original SV.

(iii) On account of old age: In case of Transfer of connection on account of old age, the deposit will remain the same, provided such transfers are within the family as explained in (i) above.

(iv) SV in name of “A” but equipment / SV in possession of “B”: In case of change of name of gas connection in favor of any person not related to the original consumer an affidavit on non-judicial Stamp Paper of applicable value as performat has to be made. Original SV and equipment should be in possession of the other person and The original consumer also has to be present at the time of processing documents for name change. In this case the current rate of deposit (or deposit in SV, which ever is higher) will be applicable. The format of affidavit is also available with Customer Service Cell.

Q8. How do we notice overcharges?

A. Please insist on cash memos, which should contain the complete charges paid by you. The various charges including deposits and service charges are displayed on one of the boards at the showroom.

Q9. Can I book for my refill by any means other than by Telephone or in person?

A. Yes. HPGAS IVRS: IVR based refill booking system is currently available in the cities and states as given below: For Kerala State and the following cities, IVRS based refill booking (HP Anytime) is available. Dial the following numbers for HP Anytime. Bangalore          - 99640 23456 Chennai             - 90922 23456 Chandigarh        - 98556 23456 Delhi                  - 99909 23456 Hyderabad/Vizag-96660 23456 Kolkata              - 90888 23456 Lucknow            - 98896 23456 Mumbai/Pune    - 88888 23456 Patna                  - 95071 23456 Kerala State      - 99610 23456 Online Booking: You can book your refill online. here SMS booking: Refill Booking through SMS is available for the respective areas by using the HP ANYTIME numbers given above SMS on booking, with booking number and date, cash memo generation and delivery confirmation are sent to customer’s registered mobile number.

Q10. In case of LPG leakage during nights/holidays, where do we contact?

A. In case of Gas leakage beyond working hours and on holidays, you can contactEmergency Service Cell (ESC) operating in your area, Phone Nos. of the ESC is mentioned on the refill cash memos. Please select your dealer using the above link and then click on Emergency Service Cell to locate your ESC.

Q11. How do we locate the distributor of HPCL?

A. You can click here for locating the Names & addresses of our distributors.

Q12. Which is the nearest HPCL Office?

A. You can click here for the information regarding HPCL Offices (Locator).

Q13. If there is no action by distributor on complaint, whom should we contact for immediate redressal?

A. For immediate redressal of your complaint please call on our Customer Service cell OR our nearest Regional Manager. Phone nos. of the same are available on our website(Locator). Alternately, you can log your complaint Online or call HPGAS Toll free Helpline no 155233or 1800-2333-555.

Q14. What is the weight of empty and filled cylinder? What action can be taken in case the weight of gas is less than 14.2 kg.?

A. The weight of the empty cylinder (Tare Weight) is stenciled on the shroud of the cylinder (on the Blue Band in case of HPCL). The weight of LPG filled is 14.2 kg. Therefore, the weight of the filled cylinder would be “Tare WT”+14.2 kg. Before accepting delivery of filled cylinder, you are advised to check the weight of the cylinder. In case the weight of gas is +/- 150 gms, you can refuse to accept the sealed cylinder and contact Customer Service Cell.

Q15. Can we use Domestic Cylinder in Motor Vehicle, Geyser and other LPG run appliances?

A. No. Use of Domestic LPG in motor vehicle, geyser or any other LPG run appliances is prohibited under LPG Control Order. Instead you can use Auto LPG in vehicles, which is available at selected Retail Outlets (Petrol Pumps). However, non-domestic LPG in 19 kg can be used for such purposes.

Q16. Are HPCL consumers insured?

A. Yes. All registered HP GAS consumers (having valid SV) are insured against outcome of an accident at their registered premises due to LPG. Details are available with all the distributors and Customer Service Cell.

Q17. What is the procedure for replacement of lost/defective cylinder / regulator ?

A. In case of replacement for loss of cylinder/regulator, an Undertaking as per format is to be given on plain paper to your distributor.

Replacement of lost/defective Cylinders/Regulators can be done in the following cases:

Cylinders :

Cylinders damaged in accidents due to LPG are replaced free of cost to the customer. In case of Established cases of theft supported by FIR and non-traceable certificate from police, replacement is made at Normal Tariff. In all Other Cases, Penal Tariff is levied.

Regulators :

Theft and accident cases would be dealt as above. In other cases: Normal wear and tear involving (a) broken regulating knob and (b) broken Bakelite ring (bearing collar) will be replaced free of charge. Regulators with broken or damaged body, broken outlet nozzle, missing top or Bakelite ring, opened and re-riveted ones will be replaced at Normal Tariff. In all other cases replacement will be at Penal Tariff.

Q18. Is it mandatory for the distributor to give “Home Delivery” of refill cylinders? In case refill cylinder is collected from the showroom/godown what is the rebate given by the distributor on the refill?

The normal mode of delivery of LPG cylinders by the distributors to the consumers is home delivery only. There is no additional charge for home delivery. However, under special circumstances like riots, curfews strikes etc., oil companies may authorize in writing selected dealers to resort to ‘Cash and Carry’ supply on optional and temporary basis till normalcy is restored. In such cases, customers will be entitled to a rebate of Rs.8/- per refill.