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Frequently Asked Questions

Liquefied Petroleum Gas(LPG)

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• 1) 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 few cities primarily in hilly / rural areas in the country. New LPG Connections are now available on demand across the country. In case you do not have an LPG connection from any of the PSU Oil Companies in your household and you have a separate cooking area in your house you can have an Indane domestic connection in your household. For a domestic connection, you can visit nearest Indane distributor serving in your area and register for the connection with a valid proof of identity and residence. One of the following documents can be produced for proof of residence: -
    1. Ration Card
    2. Electricity Bill
    3. Telephone Bill
    4. Passport
    5. Employer's Certificate
    6. Flat allotment / possession letter
    7. House registration papers
    8. LIC policy
    9. Voter’s Identity Card
    10. Rent Receipt
    11. PAN card issued by the Income Tax department
    12. Driving License
    13. Aadhaar Letter - Click to Download Sample Copy

    Note: In Karnataka and Tamil Nadu, as per the requirement of the State Government, Ration Card is a must for issue of new connection for prospective domestic LPG customer.

    Accessories/Deposits
    On registration, the distributor will send you an intimation letter through registered post. You need to carry the letter and the envelope to the distributor to avail the connection

    The Indane connection will be released to you immediately. However before release of an LPG connection, you should be in possession of an ISI mark Hotplate conforming to IS:4246 and a Suraksha LPG hose confirming to IS:9573 (Type IV), so that after release of your Indane connection, it may be installed at your residence immediately. For release of your Indane connection you will be required to pay security deposit at the following rates:

    States	Cylinder	Pressure Regulator
    North Eastern States of Arunachal Pradesh, Tripura, Assam, Meghalaya, Mizoram, Nagaland and Manipur	Rs 900/- for 14.2 kg cylinder. Rs 350/- for 5 kg cylinder.	Rs 100/-
    Rest of India	Rs 1250/- for 14.2 kg cylinder Rs 350/- for 5 kg cylinder.	Rs 150/-

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

  • Various approved Indane tariff rates are as follows :-

    S.No.	Tariff Head	Rate (Rs.)
    1 (a)	Security Deposit for Cylinder (14.2 kg) - in the rest of India, except North Eastern States In the seven North Eastern States	1250.00
    1 (b)	Security Deposit for 7 NE States Arunachal Pradesh, Tripura, Assam, Meghalaya, Mizoram, Nagaland and Manipur	900.00
    2.	Security Deposit for Cylinder (5 kg)	350.00
    3 (a)	Security Deposit for Cylinder (19 kg)	1700.00
    3 (b)	Security Deposit for Cylinder (19 kg with LOT Valve)	3200.00
    4 (a)	Security Deposit for Cylinder (47.5 kg)	4300.00
    4 (b)	Security Deposit for Cylinder (47.5 kg with LOT Valve)	5800.00
    5 (a)	Security Deposit for Pressure Regulator except for N.E. States	150.00
    6 (b)	Security deposit for PR in 7 NE States Arunachal Pradesh, Tripura, Assam, Meghalaya, Mizoram, Nagaland and Manipur	100.00

    S.No	Nature of Services	Revised charges w.e.f. 1.3.2010 Unit Service Charges is Rs/- Population as per census 2001.
    		Towns with population < 10 lacs	Towns with population >10 lacs < 20 lacs	Towns with population > 20 lacs
    1.	Inspection of hotplate at the time of release of connection	200	230	250
    2.	Mechanic visit charge other than leakage	50	60	70
    3.	Installation/Demonstration charges of new connection	35	40	45
    4.	Administrative charge for release additional cylinder	30	40	45
    5.	Mechanic charges for mandatory inspection of domestic installation	50	60	70
    6.	Administrative charges for issuance of DGCC including cost of DGCC	35	40	45
    7.	Administrative charges for seeking confirmation of TV/CTA/TTV	35	40	45
    8.	Damaged Safety Cap Replacement	2.00	2.00	2.00

• 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 existing and 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 per the 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 cylinder
    Check the safety cap. It should not have any cracks
    Remove safety Cap and check for leakage from the valve. Usually in case of any leakage from the Cylinder valve, the safety cap will pop off at the time of removal. This can be further reaffirmed by placing your thumb on the cylinder valve
    Get 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 maintenance

    1. Clean the hotplate after each cooking
    2. Clean the Suraksha LPG Hose with wet cloth periodically
    3. Keep the pressure regulator knob closed when not cooking
    4. 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 you may 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?
  • Safety audit of the domestic installations should be carried out once in every two years. Your Indane distributor’s trained mechanic carries out 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 such an 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 future supplies 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 original Subscription Voucher (SV). The distributor shall prepare a transfer termination voucher (TTV) for the place of your new residence. You can then approach the nearest Indane Distributor serving your new place of residence along with proof of residence, TTV and DGCC booklet (Domestic gas consumer card) The distributor shall prepare a Transfer Subscription voucher (TSV) against your TTV and shall provide 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 your Indane 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 to your Indane distributor. In such a case, you may approach your Indane distributor with your Subscription Voucher (SV) or Transfer Subscription Voucher (TSV) as the case may be & Domestic Gas Consumer Card (DGCC) along-with your Cylinder/s and Pressure Regulator. The distributor in turn will prepare a Termination Voucher (TV) in your name for your new place and refund the deposit held against the Cylinder/s and Regulator. You will also be guided to the nearest Indane distributor for future service. At the new place you can approach the nearest Indane distributor for resuming your Indane supplies.

• 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 capacity cylinders. Non-Domestic connections are released at following security deposit rates: -

    19 kg Cylinder with SC valve Rs. 1700/- per cylinder
    19 kg Cylinder Rs with LOT valve 3200/- per cylinder
    
    47.5 kg Cylinder with SC valve Rs. 4300/- per cylinder
    47.5 kg Cylinder with LOT valve Rs. 5800/- per cylinder
    
    5 kg NDNE Cylinder with SC valve Rs. 350/- per cylinder
    Pressure Regulator (PR) Rs. 150 per PR ( for North East Rs .100)
    

    As per the rules laid down by Department of Explosives, LPG can be stored up to 100 Kgs without an explosive license in unconnected cylinders. Hence, in case your requirement is up to 100 Kgs you can have a gas connection from your nearest Indane dealer for your industrial / commercial usage.
    
    However, in case your LPG requirement for industrial/ commercial usage warrants higher storage of LPG, you will be required to install a manifold 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 the benefit 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 necessary assistance.
• 11) What are high thermal efficient LPG stove and what are the advantages of high thermal efficient LPG stoves marketed by Indane distributors?
  • LPG stoves marketed by the Indane distributors are of high thermal efficiency which is min 68% and is conforming to IS 4246. The other advantages 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 documented
    3. 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

• 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 approved manufacturers as per IS - 9573: 1998 Type-4. It is manufactured under stringent quality control checks on raw materials and during its processing 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 card and 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 prices under one roof such as high Thermal efficient LPG Stoves, Higher safety longer life Suraksha LPG Hose, Fire Retardant Suraksha Kitchen 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 these are liquefied under pressure for easy storage, handling and transportation in pressurized vessels. It is obtained through Crude Oil refining or from Natural Gas through fractionation. Butane and Propane are the main constituent hydrocarbon's in LPG. Others present in traces or small fractions are Iso-butane, butylene, n-butane, propylene etc.

    LPG is highly inflammable. LPG is odourless , color less and is heavier than air. Ehtyle Mercaptan is added as odouriser for detection of any 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 semi urban 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. Some of the important areas where LPG is used extensively are:

    Usage Sector	Applications
    Metal cutting	Provides stable high temperature required for the purpose. Also provides clean cuts.
    Kiln and Furnaces	Used In incinerators, crematoriums, ceramic and brick kilns, For heat treatment etc.
    Process Industries	Extensively used in Glass, automobile and textile industries for glass blowing, paint drying/ surface coating and singing activities. Also used by Electronics industry involved in TV picture tube manufacturing etc.
    Fabrication	Used for providing homogeneous temperature bath required for melting operations with lead, sulphur and carbon free burning ensuring high quality of production specification
    Poultry	Used for used in Poultry rearing with accurate temperature controls
    Aerosol	Used as an propellant in aerosol cartridges
    Industrial processing	Used for instant and controlled drying processes right from curing of fibre glass to tea leaves drying and dry roasting of nuts
    Radiant Heating	Used for heating purposes both in homes and industrial and commercial complexes
    Generators	Used as a clean eco friendly fuel for running the generators even in the closed premises
    Hotels and Cook Houses	Used for all possible cooking skills from boiling, stewing, simmering, baking, grilling and roasting to braising

• 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 body of the cylinders. If the cylinders in the manifold are regularly sweating, it is advisable to check your LPG consumption rate vis-à-vis the Cylinder manifold design. Consult your nearest Indane Area Manager or a technical consultant, you may require to increase your cylinder manifold 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 your burners checked as they may require a little repair or cleaning etc to ensure right combustible mixture at the burner port. In case the pressure 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 (Bureau of Indian Standards) after various tests carried out as per the BIS codes and Gas Cylinder Rules, 2004, before putting them into circulation by the Public Sector Oil Companies. Thereafter, each LPG cylinder is checked at the LPG Bottling plants and only the ones which are meeting the Standards as specified in the Gas Cylinder Rules are filled, checked and sent to the Distributors for distribution to the customers. All new LPG cylinders are required to be put to first Statutory Testing after 10 years. Thereafter, the cylinders are put to statutory testing every 5 years. Such testing of LPG cylinders is done through agencies approved by CCOE as specified in The Gas Cylinder 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 repaired cylinder is also certified for use by BIS and is accordingly put into circulation. Any LPG cylinder which has undergone one Hot repair, if it is found damaged subsequently, is scrapped. IOC strictly follows the above and introduces new LPG cylinders as replacement to the cylinders 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 two-digit number following this e.g. D10. The alphabets stand for quarters - A for Qtr. ending March (First Qtr), B - Qtr. ending June (Second Qtr), C-Qtr. ending Sept (Third Qtr), & D for Qtr. ending December (Fourth Qtr). The digits stand for the year when the cylinder is due for Statutory testing as explained above. Hence D10 would mean that the particular cylinder is to be taken for the next Statutory Testing by December 2010. In any case, this is not the date of EXPIRY of PHYSICAL LIFE of the CYLINDER It is further clarified that, during service, every empty LPG cylinder when it comes from the Distributor to the Bottling Plant for filling, is checked for its condition including the marked date for Statutory Testing due. Cylinders due for testing are segregated and sent for testing. Every cylinder after its filling with LPG is checked for correctness of its weight and soundness, before despatch to the Distributors. Every care is taken to ensure that 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 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 for Statutory testing by end June 2010.
• 22) UIDAI Letter - Click to veiw sample
  •  Aadhaar Letter Sample Copy

Frequently Asked Questions (Customer)

• 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 refill delivery as per your convenient day and time is provided. Under Preferred Day and Time Delivery, you can now choose the service to receive 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 for the service are given below:

    Time Slot	Charges per delivery in Towns with population of ten lakh and above	Charges per delivery in other Towns
    Before 8 AM	Rs.50	Rs.40
    8AM to 11 AM	Rs.25	Rs.20
    11 AM to 3 PM	Rs.25	Rs.20
    3 PM to 6 PM	Rs.25	Rs.20
    6 PM to 8 PM	Rs.50	Rs.40
    Only Saturday/Sunday (8 AM to 6 PM)	Rs.25	Rs.20

• 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 day starting from Monday upto Friday. Such a choice indicate that you are ready to accept the cylinder on any day from Monday to Friday on the fixed time slot specified above. If you miss the delivery , distributor will deliver on the next day same time. Preferred Day and Time Customer: You can also make a choice of selecting a day in addition to time. Which means you are is ready to accept only on the specified day and time. Even if you miss the day and time next delivery will be next week same day and time. Saturday/Sunday Preferred Customer:You can prefer either Saturday or Sunday any time indicating that you are ready to accept the cylinder either on Saturday or Sunday as per the preference any time from 8AM to 6PM.
• 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 come first served basis. Hence you will not receive the cylinder out of turn. After your call matures, the supply will be made to you on next preferred day and time. For example if you are a preferred time customer, you will receive the cylinder next day on the preferred time slot after your call matures. For example if you are a 8AM to 11 AM preferred time customer and have booked your refill on Saturday 1st of June. But on that day distributor was delivering cylinders booked by customers on 25th day of May. After your call matures, say on Wednesday 5th June, you will receive the cylinder on same Wednesday between 8 AM and 11 PM. However if you are a preferred day and time customer of Monday and your booking matures on Wednesday 5th June, you will receive the cylinder only on 10th June, Monday.
• 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.
• 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.in

• 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 refill booking. The system provided with the distributors will automatically identify your status.
• 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.
• 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.
• 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, the acceptance of same in the system may take a maximum of 48 hours.
• 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 cylinder delivered on the day and time chosen by you (Say Sunday 9th June). You will not be delivered with the cylinder on any other day and time. In case you are not available on the preferred day and time(Sunday, 9th June), distributor will deliver it only on the next week same day and time(Sunday,16th June). If on the second time you fail to receive, your status of preferred time customer will be withdrawn for next six months and your refill booking will be cancelled. Discretion to restart the facility within six months will lie with the distributor for which you need to contact him/her.
• 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.
• 12) In case I am available at home and distributor fails to deliver. 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 any day by giving a rebate of Rs 20.
• 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 even if you book you refill through IVRS/SMS you will receive delivery on the day and time chosen by you.
• 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 Marketing Company or dial 18002333555 or 155233 to provide a feedback/complaint on Preferred time or any other service offered by the distributor.
• 15) How do I transfer my Connection to My son?
  • Transfer of connection to family member is now permitted. In case the transferee in your family is not having a LPG connection you may please provide a request to your distributor with the following:
    a. KYC of the Transferee
    b. Proof of Address & Proof of Address
    c. Original Subscription Voucher(SV) in Your Name( If SV is missing Please provide affidavit)
    d. Declaration from the transferee
    The KYC will be verified, multiple connections in the address mentioned for transfer will be checked and then the distributor will make a new Subscription voucher in the Transferee’s name.
• 16) I am a legal heir of my father who is no more. How do I transfer his LPG connection to me?
  • Transfer of connection to legal heir is now simplified. In case the transferee (legal heir ) is not having a LPG connection you may please provide a request to your distributor with the following:
    a. Declaration by Legal Heir
    b. Copy of Death Certificate
    c. KYC of the Legal Heir
    d. Proof of Address & Proof of Address
    e. Original Subscription Voucher(SV) in the name of deceased( If SV is missing Please provide affidavit)
    f. Declaration from the Legal Heir
    The KYC will be verified, then multiple connections in the address mentioned for transfer will be checked and then the distributor will make a new Subscription voucher in the Transferees name.

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