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| Q1. How to
get a New Distributorship? |
| Q2. How to get a New
Connection? |
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| Q3 . I have
taken a PNG connection, what is the process of surrendering the LPG
connection? |
| Q4. Is it
compulsory to buy hot plate (stove) and other accessories from distributor while
availing new LPG connection? |
| Q5. In case of
loss of SV how to get the same again? |
| Q6. In case of
transfer, what is the procedure to transfer the connection? |
| Q7. How do we
change the name of the connection holder? |
| Q8. How do we
notice overcharges? |
| Q9. Can I book
for my refill by any means other than by Telephone or in person? |
| Q10 . In case of
LPG leakage during nights/holidays, where do we contact? |
| Q11. How do we
locate the distributor of HPCL? |
| Q12. Which is
the nearest HPCL Office? |
| Q13. If there
is no action by distributor on complaint, whom should we contact for immediate
redressal? |
| 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.? |
| Q15. Can we
use Domestic Cylinder in Motor Vehicle, Geyser and other LPG run
appliances? |
| Q16. Are HPCL
consumers insured? |
| Q17. What is
the procedure for replacement of lost/defective cylinder / regulator
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| 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? |
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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 LPG Regional
office
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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:
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Fixed Cost: Refundable Deposit for Two Cylinders @ Rs.
1450/ - each = Rs. 2,900/- Regulator Price -(Refundable Deposit for One
Regulator) @ Rs. 150/- = Rs. 150/- *( For North Eastern States
Refundable Deposit for each cylinder is Rs.1150/-.) Cost of Two
Refills - Present price according to your area as applicable. Cost of hotplate/stove and Suraksha Hose
(rubber tube) will be extra.
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Stamp duty on actuals is levied wherever
applicable.
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Given below is the list of documents
required for new connection. You can submit any one of these documents. For more
information please view KYC form for HPGAS 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.
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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.
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Q: What is KYC?
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A: KYC (Know your consumer) is a format which helps consumers
to provide relevant details for (1) Proof of identity and (2) Proof of Address
along with a few personal details.
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Q: Why am I required to submit the KYC form?
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A: In case you do not possess multiple LPG connections, but
multiple connections are reflecting against your name/ address in your
distributor’s records, then you are required to submit KYC form along with Proof
of identity as well as Proof of Address indicating that the households are
different.
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Q: I have received letter from the HPGAS distributor
about possessing of multiple connections. What should I do?
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A: As per the control order of Ministry of Petroleum &
Natural Gas (MOPNG), one
household can possess only one LPG connection. Multiple connections are not
allowed, and should be surrendered immediately. One can opt for the 2nd
cylinder, if not already available on the retained connection, after
surrendering the multiple connections. If no multiple connections are
available, please submit the KYC form duly filled in, along with a copy of Proof
of identity and of Proof of address, to the distributor. View MOP&NG advertisement in this regard.
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Q: I do not possess multiple connections. However, I have
been told to submit KYC. What should I do?
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A: KYC format is required to be submitted along with Proof of
identity as well Proof of Address for updating your address in distributor’s
system.
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Q: From where can I get the KYC form?
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PNG consumers are required to surrender their LPG connection
to their LPG distributor for Safe Custody. For more details please click PNG
Consumers. |
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Q4. Is it compulsory to buy hot plate (stove) and other
accessories from distributor while availing new LPG
connection?
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A. No. Customer is at liberty to purchase them from
any source provided it is approved by BIS. View MRTPC NotificationHPCL 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.
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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.
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A. In case, the transfer is within the city or in
certain adjoining city, then
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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.
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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.
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Here, the equipments (cylinder + regulator) need not be
surrendered, but be carried by the customer.
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In case of transfer of connection from one place to
another,
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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.
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Do not surrender your Domestic Gas Consumer Card. The same
card can be used at the new location after endorsement by the new
distributor.
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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.
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Name change can be done in the following cases:-.
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(i) SV in name of “A” but equipment / SV in possession of
“B”:
- The person, in whose name the original SV was issued (A), shall give his
consent, in Annexure-A,
to transfer the connection in the name of the person actually holding the SV
& equipment (B).
- In addition, the actual holder of the SV & equipment (B), shall submit
affidavit, in Annexure-B indemnifying the Corporation
regarding this connection. Both, The consent letter and Affidavit should be
submitted to the LPG Distributor.
- Submit Completed KYC form, Proof of identity and Proof of Address.
- Security deposit: shall be at the prevailing rates
* In case the person holding the SV & equipment (B) is
not in a position to submit the consent letter as per Annexure-A, such
person shall need to submit notarized affidavit, as per Annexure-C indemnifying the Corporation.
- Submit Completed KYC form, Proof of identity and Proof of Address.
- Security deposit: shall be at the prevailing rates
* In case of person holding LPG equipment without any
connecting document (SV/DGCC):
- Submit affidavit in Annexure-E.
- Submit Completed KYC form, Proof of identity and Proof of Address.
- Security deposit: shall be at the prevailing rates
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(ii) 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
the distributor.
- An application with details
- Legal Heir certificate
- NOC from other Legal Heirs of the Consumer
- Death Certificate
- Original SV / Affidavit for loss of SV
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Alternatively, submit request with Affidavit D, along with
Death Certificate.
The deposit will remain the same as in the original SV.
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(iii) 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
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The deposit will remain the same as in the original SV.
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(iv) Change in name during lifetime of Consumer:
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Transfer of LPG connection within family (ie. Father, Mother,
Brother Sister, Son, Daughter) is permitted.
- Original SV holder has to submit his written consent, in Annexure A, to transfer his connection to a specific
family member.
- Additionally, the family member receiving the connection has to submit an
affidavit, in Annexure B, indemnifying HPCL regarding this
connection.
- Further, completed KYC form with valid Proof of Identity (POl) and Proof of
Address (POA) must be submitted.
The deposit will remain the same as in the
original SV.
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| (v) Release of Domestic Non-subsidized LPG connection:
Pending KYC & de-duplication, applicants can be issued
connection for domestic Non Subsidized LPG cylinders. The
subsidized cylinder entitlement against this connection will commence only after
the KYC verification is completed. In case information in the KYC form is found
wrong, the connection is liable to be blocked and attract consequent legal
action.
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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.
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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.
Karnataka &nb sp; - 99640
23456
Tamil Nadu - 90922
23456
Chandigarh ; - 98556 23456
Gujarat &nbs p; - 98244
23456
Andhra Pradesh -96660 23456
West Bengal - 90888 23456
Lucknow & nbsp; - 98896
23456
Maharashtra/Goa - 88888 23456
Patna &nbs p; - 95071
23456
Kerala &nb sp; - 99610
23456
Delhi & nbsp; - 99909
23456
Gurgaon, Noida, Faridabad - 99909
23456
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.
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A. In case of Gas leakage beyond working hours and on
holidays, you can contact Emergency
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.
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A. You can click here for locating the Names & addresses of our
distributors.
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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.
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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.
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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 In addition, HPCL has also taken a Public Liability Insurance
Policy.
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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.
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Replacement of lost/defective Cylinders/Regulators can be
done in the following cases:
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Cylinders :
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- 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.
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Regulators :
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- 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.
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- 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.15/- per refill.
- SOURCE:hp cl
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