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Refill not delivered

Customer calls up complaining that refill has not been delivered to him

Check in Customer service cell by asking Consumer no. and Distributor

name as given on his last cash memo

In case open booking found but not delivered for more than 7 days log

a complaint in e-cfs

In case no open booking found ask the customer to register a fresh

booking

Incase of complaints of irregular delivery over a long period , register a

complaint in e-cfs

How to book a cylinder?

Inform the customers to modes of booking

Using SMS/ IVRS – refer to http://indane.co.in/sms_ivrs.php for more

details. Check if the distributor offers this service from data sheet

Web booking – Only for registered Indane customers. Refer to

http://indane.co.in/onlinegasbooking.php for more details. Check if distributor

offers this service

Manual mode of booking- Provide the distributor number from the data sheet

provided

In case a customer has complaints regarding non booking of cylinder register

accordingly in e-cfs

What is Diversion?Diversion is the illegal use of the Domestic 14.2 kg ( red cylinder) for non domestic

purposes which means other than cooking purposes.

This will include using 14.2 kg cylinders for :

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Geysers/ Heating purposes

Vehicles

Restaurant/ commercial cooking purposes

The consumers if found guilty of diverting will have their connection suspended or in

case if a distributor is caught diverting then action will be taken accordingly.

In case consumers want LPG cylinders for non domestic purposes they can

approach the nearest distributor for getting a Non Domestic connection ( Blue

cylinder). It comes three packages of 5 kg , 19 kg and 47.5 kg .

I have a complaint!!

Consumers for LPG can get their complaints registered in e-cfs for the following

grievances

Cash & Carry Related

Delay in Complaint Attendance

Delay in Refill Supply

Diversion / Misuse

Forced Sale of Accessories

Issue of Second Cylinder (DBC)

Non Home Delivery of Refills

Others

Over Charging

Service Related

Telephone Not Attended

Under Weight Cylinder

The status of previous complaints and the feedback received on each individual

complaint can be viewed from e- cfs.

The same facility for registering complaints is also available for general public in

www.indane.co.in

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What is Transparency portal? How do I access it?

Transparency portal is an initiative brought by the Oil marketing companies in order

to make the subsidized LPG cylinders supplied information available to the general

public. This is a public portal and requires no login to view. For Indane related

transparency portal kindly visit www.indane.co.in-> Transparency portal.

What all information is available in the Transparency portal?

The LPG transparency portal gives the distributor wise information on the consumers

who have taken at least one refill in the financial year. For each of the consumer the

consumer number, consumer address, no of refills taken during the period and total

subsidy availed. In order for the consumer to view the date wise details on his

consumption pattern he/ she needs to click on no. of refills and a separate window

will show the details.

In case the consumer knows his distributor there is also quick search option of

finding the same on the home page of indane.co.in.

Why my address has been displayed on the Transparency Portal?

Government of India is providing huge subsidy for domestic LPG cylinders. The

names of the beneficiaries of such subsidized delivery in the portal is mandated by

MOP&NG and Task Force on Direct Subsidy Transfer for full transparency thereby

preventing misuse of subsidies to unauthorized uses. The address helps in verifying

if the same is being delivered to intended consumer who is consuming the subsidy.

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I have been informed that my connection has been blocked as a suspected Multiple connection? What to do?

You will be required to do a KYC with the distributor.

Kindly contact the distributor with the original details of Proof of address and Proof of

identity and submit copies of the same while filling up the KYC form.

How can I rate my distributor? What other new features are available in indane.co.in?A new facility has been started in www.indane.co.in to register feedback on the

distributor based on five pre defined parameters measuring his quality of service and

behavior. This is only available for registered consumers.

Other features in the site include

Surrender of connection online

o Customers can now book a request to terminate their connection

online by filing an online form . The system will respond to the

consumer giving them date and time of reporting to the distributorship

with the relevant documents

New consumer User experience

o New users registered on www.indane.co.in can now provide their

feedback on the site experience . This will help in improving the

existing features and enhance the site

How to apply for distributorship/ know about selection status?Go to website www.indianoiltenders.com/ DealerSelection or go through www.

iocl.com-> Quick links and see the guidelines along with selection status (results of

interviews and shortlists)

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Leakage at my home.. Whom to contact?

In case of emergency calls landing up at the Toll Free number kindly ask the

customer to call the ESC numbers so that they are directed to correct people who will

handle the situation. The emergency cell numbers for each state are given in the

data sheet .

New connection – How do I get one? Through Web - go to www.indane.co.in and fill up the form

from How do I ?- > Get a new connection.

Apply at the distributorship

Locate an OMC distributorship near your area and approach the

distributors who will guide you through the process. Refer to FAQ

Have applied for a connection but still not got one?

Ask the consumer his SL69 number which he would have received from

the distributor and check for it’s status from the Customer service Cell .

Customer Service Cell- > Waitlist and inform him of the same.

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What to do if I have got a new PNG connection?

If you have shifted to PNG from Indane connection, kindly surrender your Indane connection with an option to take LPG connection of Indane, Bharat Gas or HP Gas anytime, anywhere in the country, whenever you need it.

No charges will be levied for entrusting your LPG connection in our safe custody.

All you need is to call on your distributor to complete the following formalities: -

Refund the deposit amount mentioned in the Subscription Voucher issued at the time of release of Indane connection against return of cylinders and Pressure Regulator

Take a copy of your latest PNG bill against which a Special Termination Voucher called ‘Safe Custody TV for PNG consumer’ will be given to you. It is without any restriction on validity and also transferable to any of the family members (Father, Mother, Son, Daughter, Brother, Sister) anywhere in the country.

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I wish to transfer your connection to your family member against safe custody TV?

Fill in the transfer authorization given below in this letter in the name of that person.

He/She should present this letter authorized by you along with ‘Safe Custody TV for PNG consumer’ given to you to the LPG distributor.

LPG Distributors shall issue new LPG connection after completing necessary

formalities

I have seen an advertisement in news paper recently on One household one Connection. What is it about?

As per the control order of Ministry of Petroleum and Natural Gas one household

(address) cannot have more than one domestic LPG connection and possessing the

same is punishable. Kindly surrender the additional connection if any with you.

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I have received a letter asking me to surrender connection? What shall I do?

Approach your distributor with your Proof of Identity, Proof of address and a KYC

format duly filled in. The format can be downloaded from www.indane.co.in under

“how do I” and “ new connection”. In case you have more than one connection in

your name or address you have to surrender all but one.

What are the PoI documents?1. Pass port2. Aadhaar Letter3. Voters ID4. Any ID issued by Government 5. PAN Card6. Driving Licence

What is a KYC format?Recently Ministry of Petroleum and Natural Gas has made a format with all details

about the customer/prospective customer mandatory. This is known as KYC (Know

your Customer). It is available in indane.co.in -> Download Formats

I have not booked refill for more than 6 months. My connection appears to be blocked. What should I do?

Provide an application with KYC, PoI and PoA to distributor to reactivate connection

It is available in indane.co.in -> Download Formats

In case we are not satisfied with the distributor services what shall we do?

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You can either give complaint with us or give your rating in the portal

www.indane.co.in. Towards this you have to register.

Where is the Transparency Portal available and what are the information in it?

www.indane.co.in . Customer name, address, number, number of refills taken and

the subsidy amount drawn are available in the portal.

In case I have multiple connections how can I surrender Connection through portal or by approaching the distributor?

Use www.indane.co.in . You need to register your self and then use the surrender

option to register your intention to surrender. Distributor will give you date and time

for visiting the distributorship to surrender.

How do I get “Domestic Gas Consumer Card” DGCC Book?

All the customers registered with the distributors of Indian Oil shall

have to possess “Domestic Gas Consumer Card” (DGCC) booklet

which should have a pre-printed Card Serial number on it. The

customers who are presently not having the DGCC booklet or the

booklet is not serially numbered, shall have to get it issued from

their Indane Distributor.

Distributors shall ensure that the serial number of the DGCC

booklet issued to the customer is maintained in IndSoft.

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Can I get refills without DGCC Book?If DGCC booklet is not produced before the delivery boy, then the

refill shall not be handed over to the customer. It should also be

checked by the delivery boy that the DGCC serial No. printed on

the cash memo is the same as that produced by the customer

before delivering the cylinder.

What is the difference between Subsidised and Non subsidized Domestic LPG cylinder?

The Subsidised Domestic LPG Cylinders are supplied to the registered consumers at

subsidised price as directed by Government of India. They are supplied in 14.2 Kg

capacity and 5 Kg Capacity. There is restriction in numbers on supply of such

subsidised LPG cylinders in a Financial year. The non-subsidised Domestic LPG

cylinders are supplied to registered customers as price which is market driven and

based on import parity price. In such cylinders no subsidy is given by the

Government of India. These are also supplied in 14.2 Kg and 5 Kg capacity. There is

no restriction in supply of Domestic Non-Subsidised LPG Cylinders.

How many subsidized cylinders and Non subsidized LPG Cylinders will I get this year(Financial Year 2012-13?

W.e.f 14th Sep to 31st March 2012 the registered customer of 14.2 Kg Domestic LPG Cylinder shall get 3 numbers of 14.2 Kg Domestic subsidised LPG cylinders and registered customer of 5 kg Domestic LPG Cylinder shall get 8 nos. of 5 Kg Domestic subsidised LPG Cylinder.

There is no limit on the non-subsidised Domestic LPG Cylinders.

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How many Subsidized cylinders and Non subsidized LPG Cylinders will I get from 2013-14 Financial Year onwards?

For the financial year 2013-14 (i.e. effective 01.04.2013) the registered customer of 14.2 Kg Domestic LPG Cylinder shall get 6 numbers of 14.2 Kg Domestic subsidised LPG cylinders and registered customer of 5 kg Domestic LPG Cylinder shall get 16 nos. of 5 Kg Domestic subsidised LPG Cylinder. Similarly for the financial years on ward the same system shall be followed.

There is no limit on the non-subsidised Domestic LPG Cylinders

In case of mismatch of conflict between distributors supplies and my consumption of Subsidized cylinder how do I resolve the matter ?

In case of disputes on number of subsidized refills delivered by the distributor and received by the customer, the base documents for sorting out the dispute shall be the DGCC booklet and the acknowledged cash memos available with the distributor. During complaint investigation if the customer is not able to produce the DGCC booklet, then the complaint shall be disposed off based on the acknowledged copy of the cash memos.

The complaints may also be logged through eCFS or transparency portal at www.indane.co.in.

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Where will I get the information about my consumption of Subsidised Domestic LPG cylinder?

The information will be readily available on www.indane.co.in . Also the same shall be printed on the cash memo given by the delivery boy which has to be entered by him in the DGCC book.

How frequently the price of Non- subsidized LPG cylinder changes?

The price of non subsidised domestic LPG will change on 1st of every month based on import parity price.

Whether the price of Non-subsidized LPG cylinder is fixed?

No. The price will keep on changing as per the import parity price on month to month basis. This can go up or down as per the existing market rates.

How will my Subsidised LPG Cylinders get pro-rated if I get new connection in the middle of year?

Month of getting connection No. of subsidised cylinders eligible

w.ef 14th Sept’12 3

Oct’12 3

Nov’12 3

Dec’12 2

Jan’12 2

Feb’12 1

March’12 1

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How do I know my consumption of Domestic Subsidised and non-subsidised LPG Cylinders?

The information is readily available on transparency portal at www.indane.co.in.Additionally the same will be printed on your cash memo and written by delivery boys in your DGCC book.

Customer are advised to keep copy of cash memo and DGCC book safely.

Can I get a LPG connection with only Non-Subsidised LPG?

Yes .

Can I keep more than one connection, one with Subsidised DomesticLPG and another with Non-Subsidised Domestic LPG Cylindersin one household?

No . As per the Gas Control Order One household can have only oneconnection.

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Frequently Asked Questions

How do I get a new domestic (14.2 kg/5 kg cylinder)Indane connection? Where is my nearest LPG distributor located?

Indane is available for domestic use generally in 14.2 Kg capacity cylinders and is also available in 5 Kg capacity cylinders in select fewcities primarily in hilly / rural areas in the country. New LPG Connections are now available on demand across the country. In case you donot have an LPG connection from any of the PSU Oil Companies in your household and you have a separate cooking area in your houseyou can have an Indane domestic connection in your household. For a domestic connection, you can visit nearest Indane distributorserving in your area and register for the connection with a valid proof of identity and residence. One of the following documents can beproduced for proof of residence: -1. Ration Card2. Electricity Bill3. Telephone Bill4. Passport5. Employer's Certificate6. Flat allotment / possession letter7. House registration papers8. LIC policy9. Voter’s Identity Card10. Rent Receipt11. PAN card issued by the Income Tax department12. Driving License13. Aadhaar Letter - Click to Download Sample CopyNote: In Karnataka and Tamil Nadu, as per the requirement of the State Government, Ration Card is a must for issue of newconnection for prospective domestic LPG customer.Accessories/DepositsOn registration, the distributor will send you an intimation letter through registered post. You need to carry the letter and the envelope tothe distributor to avail the connectionThe Indane connection will be released to you immediately. However before release of an LPG connection, you should be in possession ofan ISI mark Hotplate conforming to IS:4246 and a Suraksha LPG hose confirming to IS:9573 (Type IV), so that after release of yourIndane connection, it may be installed at your residence immediately.

2) What Are the Standard tariff Rates applicable for Indane Services?

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Various approved Indane tariff rates are available inwww.indane.co.in

3) Do I need to buy a hotplate from the LPG distributor only?It is not compulsory to buy hot plate from the Distributors. A customer can buy BIS approved Stove from any source of his choice.However Distributors are advised to keep high thermal efficiency i.e. fuel saving and better quality LPG Stoves for offering to existingand prospective customers. For availing of a LPG connection, a customer should be in possession of an ISI mark hotplate and rubber tube.Incase you have an ISI mark hotplate available with you, the distributor shall check it at your premises against a nominal payment (as perthe table given above) The distributor has to complete such an inspection within 7 days from the date of such a payment by the customer.

4) What do I need to check when I receive my refill?

You may undertake simple checks at the time of your refill receipt :-Check the seal of the cylinderCheck the safety cap. It should not have any cracksRemove safety Cap and check for leakage from the valve. Usually in case of any leakage from the Cylinder valve, the safety cap will popoff at the time of removal. This can be further reaffirmed by placing your thumb on the cylinder valveGet the new cylinder connected with the hotplate and make sure that no leakage is observed.Pay the cash and acknowledge the 2nd copy of the cash memo / refill voucher

5) How should I maintain my domestic LPG installation?

The following steps may be followed as a part of regular maintenance1. Clean the hotplate after each cooking2. Clean the Suraksha LPG Hose with wet cloth periodically3. Keep the pressure regulator knob closed when not cooking4. Clean up the choked holes of the burner, when it is cooled off

6) Whom can I contact in case I need some assistance?

For any assistance pertaining to supply of Indane supplies your distributor is always at your service to help you, however if you desire youmay contact our Customer Service Cell or our Officer. At Indane Showroom name and telephone number of our officer is displayed.

7) Do I have to get my domestic installation checked?

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Safety audit of the domestic installations should be carried out once in every two years. Your Indane distributor’s trained mechanic carriesout such an audit at your place. You need to pay a nominal charge of Rs. 40/- to your distributor, for which a cash memo is issued to you.The mechanic carries an identity card with him confirming his identity as an authorized person from your distributor for carrying out suchan inspection. case of doubt, you may ask him to identify himself.

8) How do I transfer my Indane connection?

In case you are shifting your residence, you may follow either of the following options :-Within the same distributor's area of operation --Advise your distributor your new address with supporting proof of residence so that he effects the change in his records and your futuresupplies shall then be sent to your new place of residence.Within the same town --In case your present distributor does not service your new place of residence, you may approach your Indane distributor with your originalSubscription Voucher (SV). The distributor shall prepare a transfer termination voucher (TTV) for the place of your new residence. Youcan then approach the nearest Indane Distributor serving your new place of residence along with proof of residence, TTV and DGCCbooklet (Domestic gas consumer card) The distributor shall prepare a Transfer Subscription voucher (TSV) against your TTV and shallprovide you a new consumer number. These details will be updated in your DGCC booklet, (Domestic gas consumer card) .In this case of a shift of residence within the same town you are not required to surrender your equipment. Hence you need to carry yourIndane domestic cylinder and pressure regulator to your new residence.While getting transferred out of town --In case you are transferred outside the town, you are required to surrender your Indane equipment viz. cylinder and pressure regulator toyour Indane distributor. In such a case, you may approach your Indane distributor with your Subscription Voucher (SV) or TransferSubscription Voucher (TSV) as the case may be & Domestic Gas Consumer Card (DGCC) along-with your Cylinder/s and PressureRegulator. The distributor in turn will prepare a Termination Voucher (TV) in your name for your new place and refund the deposit heldagainst the Cylinder/s and Regulator. You will also be guided to the nearest Indane distributor for future service. At the new place you canapproach the nearest Indane distributor for resuming your Indane supplies.

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9) How do I get a new connection for non-domestic, i.e. commercial/industrial (19 kg cylinder) use?

In case you intend to have LPG supplies for commercial or Industrial use, you can avail Indane connection in 19 kg or 47.5 kg capacitycylinders.Non-Domestic connections are released at following security deposit rates are given in website www.indane.co.in

As per the rules laid down by Department of Explosives, LPG can be stored up to 100 Kgs without an explosive license in unconnectedcylinders. Hence, in case your requirement is up to 100 Kgs you can have a gas connection from your nearest Indane dealer for yourindustrial / commercial usage.However, in case your LPG requirement for industrial/ commercial usage warrants higher storage of LPG, you will be required to install amanifold where all the cylinders are to be kept connected for supplying LPG to the end usage area through a network of LPG pipelines.The design, installation, testing and operation of such LPG installations should confirm to IS: 6044 (Part 1-2000). Such industrial /commercial connections, requiring LPG manifold installations are normally released after a safety audit by the IndianOil officer for thebenefit of the consumer.For all necessary technical help and release of connection you can contact nearest Indane Area Office in this matter.

10) How can I buy bulk LPG?

In case you require bulk LPG for your industrial/ commercial uses, you may contact the nearest Indane Area Office for necessaryassistance.

11) What are high thermal efficient LPG stove and what are the advantages of high thermal efficient LPG stoves marketed by Indanedistributors?

LPG stoves marketed by the Indane distributors are of high thermal efficiency which is min 68% and is conforming to IS 4246. The otheradvantages are as follows:1. It is manufactured in a dedicated production line with stringent quality control checks.2. Each piece is serially numbered and properly documented3. Each thermal efficient LPG stove carries a copy of BIS certificate and sold in a special packaging as per laid down specifications.4. Warranty on Thermal efficient LPG stove is for 3 years as compared to 1-year warranty on other LPG stoves

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12) What is Suraksha LPG hose and what are its special features ?

Suraksha LPG hose is patented and manufactured by LERC (LPG Equipment Research Centre, Bengaluru ) approved and BIS approvedmanufacturers as per IS - 9573: 1998 Type-4. It is manufactured under stringent quality control checks on raw materials and during itsprocessing stage and on finished products. Its salient features are:1. Three layered construction i.e. inner and outer layers are made of special quality rubber and middle layer made of braided Copper /Brass coated high carbon steel wire mesh which eliminates various deficiencies of rubber tube.2. Suraksha LPG hose has longer life of 5 years.3. Suraksha LPG hose is crack proof, rodent cannot cut through steel braided wire mesh.4. Outer layer is fire resistant and Weather & abrasion resistant.5. Each tube carries the details of batch no., month/year of manufacture, replace before Month/year.6. Each tube is packed and sold in a specially designed pouches. Details such as manufacturer, MRP, Length of piece, instruction cardand safety tips for usage of LPG & Suraksha LPG hose are printed on each pouch.

13) What are the value added services offered by Indane Distributors to their customer?

Indane Distributors are offering value added services to their customers by way of offering products / services at highly competitive pricesunder one roof such as high Thermal efficient LPG Stoves, Higher safety longer life Suraksha LPG Hose, Fire Retardant SurakshaKitchen Aprons, BIS approved Portable Fire Extinguishers for homes, e booking of Railway tickets Flame type LPG Gas lighters,domestic cylinder trolleys etc. Few more value added products / services for the benefit of the customers are being planned.

14) What is LPG?Liquefied Petroleum Gas (LPG) is a mixture of hydrocarbons, which are in gaseous state at ambient temperature and pressure but theseare liquefied under pressure for easy storage, handling and transportation in pressurized vessels. It is obtained through Crude Oil refiningor from Natural Gas through fractionation. Butane and Propane are the main constituent hydrocarbon's in LPG. Others present in traces orsmall fractions are Iso-butane, butylene, n-butane, propylene etc.

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LPG is highly inflammable. LPG is odourless , color less and is heavier than air. Ehtyle Mercaptan is added as odouriser for detection ofany leak. LPG as per IS: 4576 is being marketed in India.

15) What are the uses of LPG?LPG is one of the safest, economical, eco friendly healthy cooking fuels for all. LPG is being used a cooking fuel's in most urban and semiurban household's. The rural population is also increasingly using it.Besides domestic usage, LPG is often used as an efficient source of energy in various industrial and commercial applications> for more details check website www.indane.co.in

16) Why do I find sweating on the cylinders?

If the rate of withdrawal of LPG is higher than the designed rate, the cylinder starts sweating and you would see condensation on the bodyof the cylinders. If the cylinders in the manifold are regularly sweating, it is advisable to check your LPG consumption rate vis-à-vis theCylinder manifold design. Consult your nearest Indane Area Manager or a technical consultant, you may require to increase your cylindermanifold bank.

17) Why does the flame lift from the burner port?The right mix of LPG and air is required to give you the best blue coloured flame at your burner port. In case of any imbalance of Air-LPG mixture such things can happen. If air is more in the combustible mixture, the flame will lift off the burner port. You may get yourburners checked as they may require a little repair or cleaning etc to ensure right combustible mixture at the burner port. In case thepressure is higher than the designed rating, the flame may lift off the port. Please get the pressure regulator checked.

18) Are there any design specifications for the LPG cylinder manifold?

LPG cylinder manifold should be designed and tested as per IS – 6044 (Part 1) : 2000

19) What is the procedure to maintain the quality of cylinders?

LPG Cylinders are manufactured as per BIS 3196 through manufacturers approved by the Chief Controller of Explosives, Nagpur(CCOE) and having BIS license. Each and every new LPG cylinder is checked at various manufacturing stages and marked by BIS

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(Bureau of Indian Standards) after various tests carried out as per the BIS codes and Gas Cylinder Rules, 2004, before putting them intocirculation by the Public Sector Oil Companies. Thereafter, each LPG cylinder is checked at the LPG Bottling plants and only the oneswhich are meeting the Standards as specified in the Gas Cylinder Rules are filled, checked and sent to the Distributors for distribution tothe customers. All new LPG cylinders are required to be put to first Statutory Testing after 10 years. Thereafter, the cylinders are put tostatutory testing every 5 years. Such testing of LPG cylinders is done through agencies approved by CCOE as specified in The GasCylinder Rules 2004 and once again put into circulation only if the cylinders pass the required Pressure Tests.

20) What is the procedure for repairing/replacing damaged cylinders?

LPG cylinder found requiring repairs is put to Hot repairs once in its lifetime as per IS code of practice. Each and every Hot repairedcylinder is also certified for use by BIS and is accordingly put into circulation. Any LPG cylinder which has undergone one Hot repair, ifit is found damaged subsequently, is scrapped. IOC strictly follows the above and introduces new LPG cylinders as replacement to thecylinders scrapped.

21) Is it possible to know when a particular cylinder is scheduled for testing?

¡ On one of three vertical stay plates (side stems) of the LPG cylinder, the date is coded alpha numerically as A or B or C or D and a twodigitnumber following this e.g. D10. The alphabets stand for quarters - A for Qtr. ending March (First Qtr), B - Qtr. ending June (SecondQtr), C-Qtr. ending Sept (Third Qtr), & D for Qtr. ending December (Fourth Qtr). The digits stand for the year when the cylinder is duefor Statutory testing as explained above. Hence D10 would mean that the particular cylinder is to be taken for the next Statutory Testingby December 2010. In any case, this is not the date of EXPIRY of PHYSICAL LIFE of the CYLINDER It is further clarified that, duringservice, every empty LPG cylinder when it comes from the Distributor to the Bottling Plant for filling, is checked for its conditionincluding the marked date for Statutory Testing due. Cylinders due for testing are segregated and sent for testing. Every cylinder after itsfilling with LPG is checked for correctness of its weight and soundness, before despatch to the Distributors. Every care is taken to ensurethat cylinders which are safe for use are only sent to our Distributors for further distribution. It means if a customer gets a cylinder in June

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2010 with marking as B10, it does not indicate that the physical life of the cylinder has expired. It only means that this cylinder is due forStatutory testing by end June 2010.

Frequently Asked Questions (Preferred Time delivery)

1) What is meant by Preferred Time Delivery? How is it different from normal home delivery?¡ Normally LPG cylinders are delivered based on your booking in serial order on first come first serve basis. No separate provision for refilldelivery as per your convenient day and time is provided. Under Preferred Day and Time Delivery, you can now choose the service toreceive the cylinder at home on the day and time of your choice at a cost. The day and time slots fixed for the delivery and the charges forthe service are given below:2) What are the options available for me as a preferred time customer?¡ You can make your choice from any of the following three options: Preferred Time Customer: You can prefer a time on any daystarting from Monday upto Friday. Such a choice indicate that you are ready to accept the cylinder on any day from Monday to Friday onthe fixed time slot specified above. If you miss the delivery , distributor will deliver on the next day same time. Preferred Day and TimeCustomer: You can also make a choice of selecting a day in addition to time. Which means you are is ready to accept only on thespecified day and time. Even if you miss the day and time next delivery will be next week same day and time. Saturday/SundayPreferred Customer:You can prefer either Saturday or Sunday any time indicating that you are ready to accept the cylinder either onSaturday or Sunday as per the preference any time from 8AM to 6PM.l 3) Do I get a cylinder on my immediate next preferred day and time of my booking?¡ You may undertake simple checks at the time of your refill receipt :- LPG cylinders are subsidized and hence are delivered on first comefirst served basis. Hence you will not receive the cylinder out of turn. After your call matures, the supply will be made to you on nextpreferred day and time. For example if you are a preferred time customer, you will receive the cylinder next day on the preferred time slotafter your call matures. For example if you are a 8AM to 11 AM preferred time customer and have booked your refill on Saturday 1st ofJune. But on that day distributor was delivering cylinders booked by customers on 25th day of May. After your call matures, say onWednesday 5th June, you will receive the cylinder on same Wednesday between 8 AM and 11 PM. However if you are a preferred day

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and time customer of Monday and your booking matures on Wednesday 5th June, you will receive the cylinder only on 10th June,Generators Used as a clean eco friendly fuel for running the generators even in the closed premisesHotels and CookHouses Used for all possible cooking skills from boiling, stewing, simmering, baking, grilling and roasting to braisingTime SlotCharges per delivery inTowns with populationof ten lakh and aboveCharges per deliveryin other TownsBefore 8 AM Rs.50 Rs.408AM to 11 AM Rs.25 Rs.2011 AM to 3 PM Rs.25 Rs.203 PM to 6 PM Rs.25 Rs.206 PM to 8 PM Rs.50 Rs.40Only Saturday/Sunday (8 AM to 6 PM) Rs.25 Rs.20Indane Online : Online Gas Booking and Services Page 5 of 7http://indane.co.in/faq.php 13-01-2012Monday.l 4) Is this facility available with all distributors in India?¡ The facility is now available with all distributors of Indianoil Corporation Limited(Indane) customers in Mumbai, Kolkata, Delhi,Chennai, Bangluru, Hyderabad and Pune and also outskirts of these cities i.e. Gurgaon, Noida, Faridabad, Ghaziabad, Sonepat, Thane,Navi Mumbai, Kalyan, Mira Bhayander etc. The scheme may be extended to all towns having population of about 10 lakhs shortly.l 5) How do I become a Preferred Time Customer?¡ You need to register to become a preferred time customer. You can register through any one of the following two separate routes:1. You can submit a registration in the stipulated format/plain paper.2. You may register on www.indane.co.inl 6) Do I need to mention my preferred day and time every time I book for a refill?¡ Once you register as a preferred time customer for a specific day and time you need not mention the day and time at the time of refillbooking. The system provided with the distributors will automatically identify your status.l 7) Do I have an option to avail cylinder on any day-any time after registration?¡ No. Once you are a Preferred Time Customer, you will receive cylinders only on the time/day /day and time you have already chosen.

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l 8) Can I withdraw myself from availing this facility after registration?¡ You can de-register through submission of an application physically to distributor or through web site.l 9) What is the validity period of my registration ?¡ Registration is one time. But you can change your day and time of choice after a period of six months. When you change or register, theacceptance of same in the system may take a maximum of 48 hours.l 10) What are my obligations as a customer when I register as Preferred Time Customer?¡ Once you register and become a preferred time customer you or your representative shall be available at home for receiving the cylinderdelivered on the day and time chosen by you (Say Sunday 9th June). You will not be delivered with the cylinder on any other day andtime. In case you are not available on the preferred day and time(Sunday, 9th June), distributor will deliver it only on the next week sameday and time(Sunday,16th June). If on the second time you fail to receive, your status of preferred time customer will be withdrawn fornext six months and your refill booking will be cancelled. Discretion to restart the facility within six months will lie with the distributorfor which you need to contact him/her.l 11) Is the delivery possible on Preferred Date?¡ This facility is only for preferred day and no specific booking is possible as of now for preferred Date.l 12) In case I am available at home and distributor fails todeliver. When do I get the cylinder?¡ In case the distributor fails to deliver due to reasons solely attributable to him, he will call you and deliver it to you subsequently on anyday by giving a rebate of Rs 20.l 13) Can I register my option for Preferred time through IVRS/SMS?¡ No. Presently you cannot opt for preferred time through IVRS/SMS. However in case you are registered as a preferred time customer evenif you book you refill through IVRS/SMS you will receive delivery on the day and time chosen by you.l 14) How do I give feedback on the preferred time service¡ You can contact Sales Officer or the customer service cell( Details are provided in showroom of the distributor ) of the Oil MarketingCompany or dial toll free Number to provide a feedback/complaint on Preferred time or any other service offered by the

distributor.