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Thu, Apr 27 2017 10:41 AM

´1906´ – Round-the-Clock LPG Emergency Helpline

Another milestone towards customer safety under the Digital India Initiative

Drawing inspiration from the Digital India Initiative, the three Public Sector Oil Marketing Companies (OMCs) – viz. IndianOil, HPC & BPC have launched ‘1906’ - round-the-clock LPG Emergency Helpline for all LPG leakage complaints. This is an initiative aimed at enhanced customer safety and convenience.

The number – ‘1906’ is a call-centre based service, available pan-India to all LPG customers of the 3 public sector Oil Marketing Companies.

Why this initiative?

  • Though Emergency Service Cells were operating in all major towns with unique numbers for each distributor/state / Oil Company, the need for a short code, easy to remember common number for all customers pan-India was perceived. The new age consumer looks for a hassle-free experience in all walks of life. This initiative has been undertaken to ensure timely reporting of leakage complaints so as to prevent them from becoming disasters.
  • A milestone on the road to customer delight and safety The Centralized Emergency service cell is operational through a call centre at Noida, with 24×7 operations, in 2 shifts of 12 hours each, to attend all emergency calls.

    The ESC shall be functional in nine vernacular languages – Marathi; Gujarati; Bengali; Oriya; Assamese; Tamil; Telugu; Kannada; and Malayalam- apart from Hindi and English, to ensure that the callers are comfortable in registering their grievances.

    Call center is also having the setup for outbound calls for contacting the mechanics/ distributor & oil company officials.
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  • Web-based application to monitor complaint status Though the customers can access the ESC only through voice calls, the call centre is equipped with a web-based application for logging and viewing complaints status with history and action taken at each level.

    The portal houses an exhaustive data on the contact details of LPG distributors, emergency service mechanics, and concerned oil company officials, across the 3 public sector Oil Marketing Companies(OMCs).

    All LPG area office in-charges have been provided access to the portal to constantly monitor call logs, and update / add contact details of the mechanic, distributors and concerned field officer on a regular basis.
  • The mechanics, distributors and field officers have been advised to receive calls from the call centre, irrespective of the time of day or night.

    The call centre makes random verification calls to the registered mobile during day and night, and records their response. This shall serve dual purpose – the registered numbers will be verified, and the efficacy of prompt response and swift action shall be assessed.
Click here to download the ESC leaflet