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Oil PSUs to launch grievance redressal system

The three compnies—IOC, BPCL and HPCL—have separately provided toll free numbers for complaint registration and follow up on the complaints

New Delhi: Oil Marketing Public Sector Units in India will unveil a massive public grievance redressal mechanism across the country from tomorrow for domestic liquefied petroleum gas (LPG), petrol and diesel.

The initiative is inline with the resolve emphasised by the Minister of Petroleum and Natural Gas Murli Deora for better customer care, the Ministry of Petroleum and Natural Gas stated.

As part of the exercise, largest ever in the country, the three marketing companies—Indian Oil Corporation (IOC), Bharat Petroleum Corporation (BPCL) and Hindustan Petroleum Corporation (HPCL)—have separately provided toll free numbers for complaint registration and follow up on the complaints.

For complaints relating to IOC the customers can dial toll free number 18002333555 from anywhere in the country, while for the complaints relating to BPCL the toll free number is 1800222725.

In the case of HPCL, the company has provided two separate toll free numbers—18002333777 for LPG and 18002333999 for motor spirit (petrol) and high speed diesel (HSD).

In order to further leverage the existing system of addressing the complaints of customers, the unique mechanism of using toll free telephone numbers through call centres makes it more convenient, easy and effective to enable the customers to air their complaints and follow up on such complaints.

The call centers are being operationalised region-wise to facilitate the customers lodge complaints in local language.

The customers are given a registration number and those customers who wish to know about the status of the complaints could ring up the call centers on the same toll free numbers, the Ministry said.

In addition to this, the companies have also geared up their normal grievance redressal mechanism in the wake of the directions given by the Minister in the said meeting.

Accordingly, the companies have started advertising the details of the companies’ officers, offices and the dedicated days and hours for meeting them personally at various levels.

The Ministry of Petroleum and Natural Gas Ministry through these oil marketing companies OMCs endeavours to provide the best customer service and to put in place an effective public grievance redressal mechanism.
—iGovernment Bureau

non delivery of Refill LPG since 2 months

With due respect this is to state that undersigned is a retired Govt. Servant and a Senior citizen, aged-70 Years, victim of diabetes and other old age diseases and passing the rest of life along with wife. There is no other supporting hand with me in physical sense as my two sons are away for their own responsibilities of job/ services. The insensitive behave/ attitude of “Deoria Gas Service” under Bharat Petroleum has made my retired/ old aged life more complicated, troubled and tough. Almost every government departments provide some facilities and sensitivity towards the Senior Citizens but it seems that this above said agency is insensitive towards even my normal rights.

I have got my last refuelled Gas Cylinder on 22.11.2012. On 27.12.2012, I booked for a refuelled Cylinder (Booking no. 173), it has been two months now that I could not find any delivery of the same. I visited the above said agency almost 5/6 times but it is not of use in anyway. I even approached to Distt. Supply Officer regarding the same, the DSO, Deoria also noted my case but I did not find any difference. Now Sir please suggest me that what should I do now. Should I accept it as my destiny. I do not think that at this age of 70 years, I should make round of the gas agency everyday and suffer like this.

Basant Mani Tripathi
R/o- Deoria Khas

Dear Sir,
Please kind to be ur notice that I have applied for NEW GAS CONNECTION on 2/4/09 and thereafter REGISTRATION NO. GOT 1110380001157 FROM SRINGERI ENTERPRISES SCO-21 HUDA SHOPPING COMPLEX SECTOR-7 GURGAON And after that concern authority had done Survey for the same and i have paid RS.150/- for hot plate checking and Survey Report no. is 2047 on 12/5/09
MAIN REASON IS CONCERN THAT I HAVE JOINT FAMILY AND already we have TWo cylinder of Bharat gas Connection and this connection in the name of my Bhabi So, now i have required separate connection so I have applied for the same.
Therefore during survying survey reporter had mentioned that i have two cylinder when these two cylinder of my Bhabi.So i have managing temporary by her help.
Now resulting my new connection process running pending and i have facing the problem
So, please do the needful on urgent basis,

Dear Sir, I am qualified for the new connection of LPG gas. However the dealer is insisting us for purchasing of the hot plate as well, even though we have one. They further add that it is the package of the company. I doubt whether an esteem company like BPCL would adopt such practise. Kindly put light on this and also give us the number of your customer grievance cell. Thanking You, Smruti

Congratulatios to Mr. Murli, Petroleum Minister, Mr. R.S.Pandey, Secretary in M/o P&NG and all the three CMDs of IOC, HPCL and BPCL who have fulfilled their promise made to public to solve public grievances. This is the real sewa to the public.

New LPG connections should also be provided in villages to new customers who earlier could not afford.S.C. AggarwalPoverty Trust, New Delhi

The oil marketing companies should highlight grievance redressal on the home page. All the officers concerned with grievance redressal should have their contact number and e-mail IDs displayed at a prominent position on their home page. Most of the oil companies are not doing it prominently and subscribers have to waste time digging the information of relevant person for their complaints or grievances.

Why are we talking about meeting the person when lot of things can be done through phone and e-mail. It will also save lot of forex by saving oil consumption. And it should start with oil companies.

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