Lok Sabha Question No. 3191 (UNSTARRED), answered on 2016-12-05
Subject: Monitoring Mechanism for LPG Distribution Scheme
Ministry: PETROLEUM AND NATURAL GAS
Asked by: (SMT.) RATNA DE(NAG), HARI OM PANDEY, V. PANNEER SELVAM, CHANDRA PRAKASH JOSHI

## LOK SABHA UNSTARRED QUESTION NO. 3191 TO BE ANSWERED ON 5 TH  DECEMBER 2016

## MONITORING MECHANISM FOR LPG DISTRIBUTION SCHEME

3191.  DR. RATNA DE (NAG): SHRI HARI OM PANDAY: SHRI V. PANNEERSELVAM: SHRI CHANDRA PRAKASH JOSHI: पेट्रोलियम एवं प्राक ृ लिक गैस मंत्री

Will the Minister of PETROLEUM AND NATURAL GAS be pleased to state :

- (a)  whether  there  is  any  monitoring  mechanism  to  supervise  the  LPG  distribution scheme;
- (b) if so, the details thereof and the salient features of the said scheme; and
- (c) the other initiatives taken/proposed to be taken by the Government in this regard?
- ANSWER

पेट्रोलियम एवं प्राक ृ लिक गैस मंत्रािय में राज्य मंत्री ( स्विंत्र प्रभार ) ( श्री धमेन्द्र प्रधान )

MINISTER OF STATE (INDEPENDENT CHARGE) IN THE MINISTRY OF PETROLEUM & NATURAL GAS (SHRI DHARMENDRA PRADHAN)

- (a) & (b) Public Sector Oil Marketing Companies (OMCs) monitor the working of their LPG  distributors.  They  carry  out  surprise  inspections  at  distributor's  premises, conduct refill audits, surprise checks at customer's premises, en-route checking of delivery vehicles etc. Investigation is also undertaken on cases of complaints of any malpractice by LPG distributorships.

In all established cases of irregularities by distributorships, action is initiated against  the  concerned  distributorships  as  per  provisions  of  applicable  Marketing Discipline Guidelines/Distributorship Agreement.

- (c)  The following initiatives/steps have been taken to ensure smooth distribution of LPG :-

 LPG Marketing Discipline Guidelines (MDG) have been revised from time to time, covering all aspects of LPG  marketing and to keep a check on erring distributorships.  In  order  to  have  a  more  convenient,  easy  and  effective  way  to  enable  the customer  to  air  their  complaints,  Unique  Toll  Free  Number  18002333555  is  in operation for complaint registration through call centres  on industry basis.  Customer  can  also  register  their  grievances  on-  line  by  visiting  websites  of OMCs.  Customer Service Cells are available at the Area Offices during office hours on all working days. Customer feedback/complaint register is also maintained at LPG distributorship

 for registration of the complaint by a customer while visiting LPG showrooms.

 Know  You  Customer(KYC)  initiatives  are  done  for  all  new  connections/multiple connections/transferred inactive customers so that customers with proper identity and address proof are enrolled at distributors.

 IVRS/SMS  refill  booking  system  has  been  introduced  across  the  country  in  all regular distributorships, wherein customer get SMS on refill booking/generation of cash memo and refill delivery.

 Hosting of customer details including supply of LPG  refills is done on transparency portal  of  OMCs  for  the  benefit  of  customers  and  also  as  a  tool  for social audit.

 Dedicated toll-free number 18002666696 is set up to take enquiries, complaints and suggestions related to Pradhan Mantri Ujjwala Yojana.

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