LPG and PNG complaints in India - refill delay, overcharging, subsidy and gas leak safety

For an LPG problem, start with your distributor, then use your oil company's grievance system (Indian Oil for Indane, Bharat Petroleum for Bharatgas, Hindustan Petroleum for HP Gas), and if it is still unresolved, the government's CPGRAMS portal. For a gas leak, do not wait: close the regulator, open doors and windows, avoid switches and flames, and call the LPG emergency helpline 1906. For piped natural gas (PNG), complain to your city gas distribution company, and if unresolved, use the complaint mechanism of the Petroleum and Natural Gas Regulatory Board (PNGRB). Most disputes are about refill delays, being asked to pay above the cash memo, subsidy not credited, or a compulsory "inspection" charge.

Part of how to complain to the CGRF and Electricity Ombudsman.

Gas leak: what to do first

Turn off the regulator knob (and burner knobs).
Open doors and windows.
Do not switch lights, fans or any electrical switch on or off; do not light a match or lighter.
Leave the kitchen; keep children away.
Call 1906 (LPG emergency) or your distributor; for PNG, the CGD company's emergency number on the bill or meter.
If there is fire, call 101 (fire) or 112 (emergency).

LPG is heavier than air and collects near the floor; natural gas is lighter and rises. Both are odourised so you can smell a leak.

Common LPG complaints and what the rules say

Problem	What you should know	What to do
Delivery person asks for extra money	The retail price on the cash memo includes delivery to your registered address	Refuse, pay the cash memo amount; report to distributor and oil company
Refill delayed after booking	Oil companies track booking-to-delivery time	Complain with booking number; escalate to oil company portal
Asked to buy a stove, hose or "suraksha" item to get a refill	Buying accessories from the distributor should not be compulsory for a refill	Refuse and complain
"Mandatory inspection" charge	Periodic safety inspection by the distributor has a notified charge and interval; it should not be demanded at every refill	Ask for the oil company's circular; pay only the notified charge when due
Underweight cylinder	You can ask the delivery person to weigh the cylinder; the seal should be intact	Refuse a cylinder with a broken seal or short weight
Subsidy not credited	Linked to Aadhaar, bank account and eKYC	Check status in the oil company app; see the PMUY guide
Connection transfer when moving	Termination voucher or transfer within the same company	Ask the distributor for transfer procedure

Checking the cylinder at delivery

Seal and safety cap intact.
Weight: a filled 14.2 kg cylinder weighs about 14.2 kg of gas plus the tare weight stamped on the cylinder collar; ask for weighing if in doubt.
Test due date: cylinders carry a coded test date on the stay plate (a letter for the quarter and two digits for the year). An overdue cylinder should be refused.
No leak: after connecting, check with soap water, never with a flame.

Hose, regulator and stove

Item	Check
Rubber hose	Replace if cracked, hardened or older than the manufacturer's recommended life; use an ISI-marked hose
Regulator	Only the oil company's regulator; do not use one from another company
Stove	ISI-marked; burners clean; at a height above the cylinder
Cylinder position	Upright, on the floor, away from heat, not inside a closed cabinet without ventilation

Escalation route for LPG

Level	Where
1	Distributor (in writing, keep a copy)
2	Oil company's online grievance portal, app or customer care
3	Oil company's area or regional office
4	CPGRAMS (pgportal.gov.in), addressed to the Ministry of Petroleum and Natural Gas
5	National Consumer Helpline (1915) and consumer commission for deficiency in service

PNG complaints

PNG is supplied by the city gas distribution (CGD) company authorised by PNGRB for your area. Common issues:

Estimated bills when the meter was not read; submit a self-reading with photo where allowed.
Connection delays after paying the registration charge.
Minimum charges or billing for periods of no use.
Leak or meter faults; call the emergency number immediately.

Complain to the CGD company's customer care first. PNGRB has made regulations on service standards for CGD networks and runs a complaint mechanism for unresolved consumer complaints. Compare PNG and LPG economics in PNG versus LPG.

Worked example: overcharging at delivery (illustrative)

A Delhi customer's cash memo shows ₹942 for a 14.2 kg refill (the price from 7 June 2026; check today's). The delivery person asks for ₹990, saying the extra is for "carrying to the third floor". Delivery to the registered address is included in the retail price, so the customer pays ₹942, notes the date and delivery person's name, and complains to the distributor and in the oil company app. Over eight refills a year, ₹48 extra each time would add ₹384. Use the cooking gas cost estimator to check your yearly spend.

Frequently asked questions

Can my distributor refuse a refill if I have not bought a new stove?

Accessories should not be a condition for a refill. If this happens, complain to the oil company with details.

Is safety inspection compulsory?

Periodic mandatory inspection by the distributor is part of oil company safety rules, with a notified charge. It should be done at the set interval, not every time you book. Ask for the receipt.

Who is liable if there is an LPG accident?

Oil companies and distributors carry insurance for LPG accidents involving registered customers, subject to conditions. Report any accident immediately to the distributor and police, and keep records.

My PNG bill doubled. What do I do?

Check the reading and billing period, and the per-SCM rate on the bill. If the reading is wrong, submit a photo of the meter to the CGD company and ask for revision.

Sources and where to check

Ministry of Petroleum and Natural Gas — LPG marketing guidelines
Indian Oil (Indane) — Indane customer services
Petroleum and Natural Gas Regulatory Board — CGD service standards and complaints
CPGRAMS — public grievance portal
National Consumer Helpline — 1915 and online complaints