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FrequentlyaskedQuestions(FAQs)regardingHPGAS|HindustanPetroleumCorporationLimited,India

1.HowtogetaNewDistributorship?
Ans.HPCLreleasesadvertisementsfornewDistributorshipsinNewspapersinHindi,Englishandother
vernacularlanguageofthearea.Kindlylookforsuchadvertisement,inyourlocationofinterest.
Selectionwouldbemadefromtheapplicationsreceivedinresponsetosuchadvertisementsmeetingthe
eligibilitycriteriagiventherein.ForfurtherdetailsyoumayviewourBrochureonLPGdistributorships.
ForanyfurtherclarificationpleasecontactourLPGRegionaloffice.

2.HowtogetaNewConnection?
Ans.ThenearestHPGASdistributormaybeapproachedforanewGasconnection.Alternatelyyou
maybookfornewHPGASconnectiononline
.DetailsofcostofNewConnectionwithDoubleBottle
Cylinder(DBC)(twocylindersandoneregulator)alongwithcostofLPGisgivenbelow:
FixedCost:
RefundableDepositforTwoCylinders@Rs.1450/each=Rs.2,900/
RegulatorPrice(RefundableDepositforOneRegulator)@Rs.150/=Rs.150/
*(ForNorthEasternStatesRefundableDepositforeachcylinderisRs.1150/)
CostofTwoRefillsPresentpriceaccordingtoyourareaasapplicable
Costofhotplate/stoveandSurakshaHose(rubbertube)willbeextra
ViewServiceChargesapplicabletowardsInstallation/Inspection:(195KB)
isleviedwhereverapplicable.

Stampdutyonactuals

Givenbelowisthelistofdocumentsrequiredfornewconnection.Youcansubmitanyoneofthese
documents.FormoreinformationpleaseviewKYCformforHPGAS(312KB) andAffidavittoAvail
NewConnection(45.4KB)

Documentsfor
ProofofAddress:

Documentsfor
ProofofIdentity:

RationCard

PANCard

ElectricityBill
(withinLast
ThreeMonths)

Passport

Landline
TelephoneBill
(WithinLast
ThreeMonths)

AadhaarLetter

Passport
Employer's
Certificate
Flatallotment/
possession
letterfrom
Builder

VotersIdentity
Card

DrivingLicense
Central/State
Government
IssuedIDcards
BankPassbook
withPhotograph

House
registration
papers

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/PropertyTax
Document
LICpolicy
VotersIdentity
Card
Registered
Leaveand
Licence
Document
DrivingLicense
AadhaarLetter
BankPassbook

Kindlynotethatincertainstates,asperordersreceivedfromtheStateGovernment,Newconnections
canbereleasedonlyagainstproductionofrationcards.
AspertheLPGControlOrder
,onlyONELPGConnectionispermittedperhousehold.(201KB)
Anyadditionalconnectionisrequiredtobesurrendered.

Ifyouneedanyfurtherhelp,kindlycontactourLPGRegionalOfficeforthearea.

a.WhatisKYC?
Ans.KYC(Knowyourconsumer)isaformatwhichhelpsconsumerstoproviderelevantdetailsfor(1)
Proofofidentityand(2)ProofofAddressalongwithafewpersonaldetails.

b.WhyamIrequiredtosubmittheKYCform?
Ans.IncaseyoudonotpossessmultipleLPGconnections,butmultipleconnectionsarereflecting
againstyourname/addressinyourdistributorsrecords,thenyouarerequiredtosubmitKYCformalong
withProofofidentityaswellasProofofAddressindicatingthatthehouseholdsaredifferent.

c.IhavereceivedletterfromtheHPGASdistributoraboutpossessingofmultipleconnections.
WhatshouldIdo?
Ans.AsperthecontrolorderofMinistryofPetroleum&NaturalGas(MOPNG),onehouseholdcan
possessonlyoneLPGconnection.(201KB) Multipleconnectionsarenotallowed,andshouldbe
surrenderedimmediately.Onecanoptforthe2ndcylinder,ifnotalreadyavailableontheretained
connection,aftersurrenderingthemultipleconnections.
Ifnomultipleconnectionsareavailable,pleasesubmittheKYCformdulyfilledin,alongwithacopyof
ProofofidentityandofProofofaddress,tothedistributor.ViewMOP&NGadvertisement(260KB)
inthisregard.

d.Idonotpossessmultipleconnections.However,IhavebeentoldtosubmitKYC.Whatshould
Ido?
Ans.KYCformatisrequiredtobesubmittedalongwithProofofidentityaswellProofofAddressfor
updatingyouraddressindistributorssystem.

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e.FromwherecanIgettheKYCform?
Ans.KYCforisavailablewithyourdistributor,freeofcost.YoucanalsodownloadtheKYCformhere.
(312KB)

3.IhavetakenaPNGconnection,whatistheprocessofsurrenderingtheLPGconnection?
Ans.AsperMOP&NGCircularPNGconnectionholderstokeeponeLPGconnectionandpermitpublic
sectorOilMarketingCompanies(OMCs)tosupplyLPGatnonsubsidizedrate.FormoredetailsClick
here .

4.Isitcompulsorytobuyhotplate(stove)andotheraccessoriesfromdistributorwhileavailing
newLPGconnection?
Ans.No.CustomerisatlibertytopurchasethemfromanysourceprovideditisapprovedbyBIS.View
MRTPCNotification
HPCLiscommittedtotheconservationofPetroleumproducts.ToenabletheconservationofLPG,HPCL
hasenteredintoatieupwithcertainmanufacturersformanufacturingandsaleofhighthermal
efficiencystoves(GreenLabelStoves),whichgives1012%savingstothecustomer.Thesestovesare
notavailableintheopenmarketandaremarketedonlythroughourdistributornetwork.

5.IncaseoflossofSVhowtogetthesameagain?
Ans.IncaseoflossofSV,customerhastosubmitanaffidavitonnonjudicialStampPaperofapplicable
valueasper
format(21.3KB) whichisalsoavailablewithourconcernedCustomerServiceCellordistributor.In
caseyouareaPipedNaturalgas(PNG)Customer,pleaseusethedeclarationoflossofSVbyPNG
consumers(67.8KB) Format.

6.Incaseoftransfer,whatistheproceduretotransfertheconnection?
Ans.Incase,thetransferiswithinthecityorincertainadjoiningcity,then
TheexistingdistributorwillissueeCustomerTransferAdvise(eCTA)ie.AuthorisationCodeon
productionofSubscriptionVoucher(SV).TheeCTAisvalidfor3monthsfromthedateofissue.
TheSVwiththeAuthorisationCodeshouldbeproducedtothenewdistributor,whowillenrolthe
customer&returntheoriginalSVafterendorsement.TheSVisanimportantdocumentandshould
beretainedsafely.
Here,theequipments(cylinder+regulator)neednotbesurrendered,butbecarriedbythe
customer.
Incaseoftransferofconnectionfromoneplacetoanother,
ThedistributoratthecurrentlocationwillissueTerminationVoucher(TV)andwillrefundthe
depositamountmentionedintheSV,onsurrenderofexistingequipments(cylinder/sand
regulator).TheTVisvalidforoneyearfromthedateofissue.
DonotsurrenderyourDomesticGasConsumerCard.Thesamecardcanbeusedatthenew
locationafterendorsementbythenewdistributor.
Reconnectioncanbeavailedatthenewplacebypaymentofthesamedepositamountmentioned
intheTV.PleasecollectthenewSVandretainitsafely.

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7.Howdowechangethenameoftheconnectionholder?
Ans.Namechangecanbedoneinthefollowingcases:
(i)DeathofSVHolder:
Totransfertheconnectioninthenameoflegalheir/withinthefamily,afterdeathofconsumer,please
submitthefollowingtothedistributor.
Anapplicationwithdetails
LegalHeircertificate
NOCfromotherLegalHeirsofthedeceasedconsumer
DeathCertificate
CompletedKYCform(312KB)

withvalidProofofIdentity(POl)andProofofAddress(POA).

AffidavitinAnnexureF,(175KB)

incaseoriginalSVislost.

IncasethenextofkinisnotinapositiontoproduceLegalheirCertificate,pleasesubmit
requestAffidavitonplainpaper(109KB)
ThedepositwillremainthesameasintheoriginalSV.NamewillbechangedbypreparingTVand
issuinganewSVfortheBeneficiaryfamilymember.
(ii)DuetoMarriage:
Pleasesubmitthefollowingtoyourdistributor.
Anapplicationwithdetails
Documentsgivingproofofmarriage(marriagecertificate)
OriginalSV/Affidavit(67.8KB)

forlossofSV

ThedepositwillremainthesameasintheoriginalSV.
(iii)ChangeinnameduringlifetimeofConsumer:
TransferofLPGconnectionwithinfamily(ie.Father,Mother,BrotherSister,Son,Daughter,Spouse)
ispermitted.
OriginalSVholderhastosubmithiswrittenconsent,inAnnexure(109KB)
connectiontoaspecificfamilymember.

totransferhis

Additionally,thefamilymemberreceivingtheconnectionhastosubmitanaffidavitonplainpaper,
inAnnexure(138KB) indemnifyingHPCLregardingthisconnection.
SubmitaffidavitinAnnexureF(175KB)
CompletedKYCform(312KB)

incaseoriginalSVislost.

withvalidProofofIdentity(POl)andProofofAddress(POA).

ThedepositwillremainthesameasintheoriginalSV.NamewillbechangedbypreparingTVand
issuinganewSVfortheBeneficiaryfamilymember.
(iv)Personinpossessionofthecylinder/sandpressureregulatorandSVofanauthorized
Customer
A.IncasethepersonisholdingtheCylinder(s),regulatorandtheSV,thenameofconnectionholder
canbechangedasfollows:
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Theperson,inwhosenametheoriginalSVwasissuedwillgivehisconsent,inAnnexure,(109KB)
totransfertheconnectioninthenameofthepersonactuallyholdingtheSV&equipment.
Inaddition,theactualholderoftheSV&equipment,shallsubmitaffidavit,inAnnexure,(138KB)on
plainpaper indemnifyingtheCorporationregardingthisconnection.Both,Theconsentletter
andAffidavitshouldbesubmittedtotheLPGDistributor.
SubmitCompletedKYCform(312KB)
SubmitaffidavitinAnnexureF(175KB)

ProofofidentityandProofofAddress.
incaseoriginalSVislost.

Securitydeposit:shallbeattheprevailingrates.SubscriptionVoucher(SV)willbeissuedinthe
nameofthepresentholderoftheCylinder&DPRaftercollectingdifferentialsecuritydeposit
(differencebetweenthesecuritydepositamountasinthesurrenderedSVandtheprevailing
depositrate).
B.IncasethepersonholdingtheSV&equipmentisnotinapositiontosubmittheconsentletterasper
AnnexureA,thenameofconnectionholdercanbechangedasfollows:
Submitaffidavit,asperAnnexureC(127KB)onplainpaper
SubmitCompletedKYCform(312KB)
SubmitAffidavitinAnnexureF(175KB)

indemnifyingHPCL.

,ProofofidentityandProofofAddress.
incaseoriginalSVislost.

Securitydeposit:shallbeattheprevailingrates.SubscriptionVoucher(SV)willbeissuedinthe
nameofthepresentholderoftheCylinder&DPRaftercollectingdifferentialsecuritydeposit
(differencebetweenthesecuritydepositamountasinthesurrenderedSVandtheprevailing
depositrate).
(v)Personinpossessionofthecylinder/sandpressureregulatorwithoutanyconnecting
document(SV/DGCC):
IncasethepersonholdingtheLPGequipmentwithoutanyconnectingdocument(SV/DGCC),the
connectioncanberegularizedasfollows:
SubmitaffidavitinAnnexureE.(91.6KB)onplainpaper.
SubmitCompletedKYCform(312KB)

,ProofofidentityandProofofAddress.

Securitydeposit:shallbeattheprevailingrates
NewSVwillbeissuedagainsttheexistingcylinderandregulator.

8.Howdowenoticeovercharges?
Ans.Pleaseinsistoncashmemos,whichshouldcontainthecompletechargespaidbyyou.Thevarious
chargesincludingdepositsandservicechargesaredisplayedononeoftheboardsattheshowroom.

9.CanIbookformyrefillbyanymeansotherthanbyTelephoneorinperson?
Ans.Yes.TherefillscanbebookedbyIVRS,onlinethruwebsiteandbySMS.
HPGASIVRS:IVRbasedrefillbookingsystemisavailableinvariouscitiesandstateswithHP
Anytime.Clickon(HPAnytime)toknowtheIVRSrefillbookingnumberforvariousstatesand
cities.
OnlineBooking:Youcanbookyourrefillonline

here

SMSbooking:RefillBookingthroughSMSisavailablefortherespectiveareasbyusingtheHP
ANYTIMEnumbersgivenabove.SMSonbooking,withbookingnumberanddate,cashmemo
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generationanddeliveryconfirmationaresenttocustomersregisteredmobilenumber.

10.IncaseofLPGleakageduringnights/holidays,wheredowecontact?
Ans.IncaseofGasleakagebeyondworkinghoursandonholidays,youcancontactEmergencyService
Cell(ESC)operatinginyourarea,PhoneNos.oftheESCismentionedontherefillcashmemos.
PleaseselectyourdealerusingtheabovelinkandthenclickonEmergencyServiceCelltolocateyour
ESC.

11.HowdowelocatethedistributorofHPCL?
Ans.LocatetheNames&addressesofourdistributors

12.WhichisthenearestHPCLOffice?
Ans.YoucanclickheretolocatethenearestHPCLLPGRegionalOffices.

13.Ifthereisnoactionbydistributoroncomplaint,whomshouldwecontactforimmediate
redressal?
Ans.ForimmediateredressalofyourcomplaintpleasecallonourLPGCustomerServiceCellORour
nearestLPGRegionalOffice.
Alternately,youcanLogyourComplaintOnline
555.

orcallHPGASTollfreeHelplineno.18002333

14.Whatistheweightofemptyandfilledcylinder?Whatactioncanbetakenincasetheweight
ofgasislessthan14.2kg.?
Ans.Theweightoftheemptycylinder(TareWeight)isstenciledontheshroudofthecylinder(onthe
BlueBandincaseofHPCL).TheweightofLPGfilledis14.2kg.Therefore,theweightofthefilled
cylinderwouldbeTareWT+14.2kg.
Beforeacceptingdeliveryoffilledcylinder,youareadvisedtochecktheweightofthecylinder(85.1KB)
.Incasetheweightofgasis+/150gms,youcanrefusetoacceptthesealedcylinderand
contactCustomerServiceCell.

15.CanweuseDomesticCylinderinMotorVehicle,GeyserandotherLPGrunappliances?
Ans.No.UseofDomesticLPGinmotorvehicle,geyseroranyotherLPGrunappliancesisprohibited
underLPGControlOrder.InsteadyoucanuseAutoLPGinvehicles,whichisavailableatselectedRetail
Outlets(PetrolPumps).However,nondomesticLPGin19kgcanbeusedforsuchpurposes.

16.AreHPCLconsumersinsured?
Ans.Yes.AllregisteredHPGASconsumers(havingvalidSV)areinsuredagainstoutcomeofanaccident
attheirregisteredpremisesduetoLPG.DetailsareavailablewithallthedistributorsandCustomer
ServiceCellInaddition,HPCLhasalsotakenaPublicLiabilityInsurancePolicy.(659KB)

17.Whatistheprocedureforreplacementoflost/defectivecylinder/regulator?
Ans.Incaseofreplacementforlossofcylinder/regulator,anUndertakingasperformat(18.6KB)
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tobegivenonplainpapertoyourdistributor.
Replacementoflost/defectiveCylinders/Regulatorscanbedoneinthefollowingcases:
Cylinders:
CylindersdamagedinaccidentsduetoLPGarereplacedfreeofcosttothecustomer.
CylinderwillbereplacedatNormalTariffincaseofEstablishedcasesoftheftandsupportedbyFIR
andnontraceablecertificatefrompolice.IncasecustomerisunabletoproduceFIR,replacement
willbeatPenalTariffonly.
Regulators:
Theftandaccidentcaseswouldbedealtasabove.Inothercases:
Normalwearandtearinvolving(a)brokenregulatingknoband(b)brokenBakelitering(bearing
collar)willbereplacedfreeofcharge.
Regulatorswithbrokenordamagedbody,brokenoutletnozzle,missingtoporBakelitering,opened
andrerivetedoneswillbereplacedatNormalTariff.
RegulatorwillbereplacedatNormalTariffincaseofEstablishedcasesoftheftandsupportedby
FIRandnontraceablecertificatefrompolice.IncasecustomerisunabletoproduceFIR,
replacementwillbeatPenalTariffonly.

18.IsitmandatoryforthedistributortogiveHomeDeliveryofrefillcylinders?Incaserefill
cylinderiscollectedfromtheshowroom/godownwhatistherebategivenbythedistributoron
therefill?
ThenormalmodeofdeliveryofLPGcylindersbythedistributorstotheconsumersishomedelivery
only.
Thereisnoadditionalchargeforhomedelivery.
However,underspecialcircumstanceslikeriots,curfewsstrikesetc.,oilcompaniesmayauthorize
inwritingselecteddealerstoresorttoCashandCarrysupplyonoptionalandtemporarybasistill
normalcyisrestored.Insuchcases,customerswillbeentitledtoarebateofRs.18.00/perrefill.

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