How to complain against your LPG cylinder provider in India: a simple step-by-step guide
You booked your cylinder three days ago. The message said, "delivery in 2 days." Nothing has arrived, the distributor is not picking up the phone, and your kitchen has gas for one more meal.
If this sounds familiar, you are not alone. Millions of Indian households deal with late deliveries, extra charges at the door, short-weight cylinders and rude behaviour from agencies. The good news is that there is a proper system to complain, and it works better when you know the steps. This guide explains them in plain language.
When Can You Complain?
You have a valid reason to complain if:
The cylinder is not delivered even after the normal delivery time (usually 2 to 3 working days from booking)
The delivery person asks for money above the amount printed on your cash memo
You are told "no stock" but others in your area are getting cylinders
The cylinder seal is broken, the weight looks low, or the cylinder is damaged or leaking
The agency refuses to give you a bill or cash memo
Your booking was cancelled or marked "delivered" when it never reached you
The agency delays or refuses a new connection, a transfer or a subsidy update
Keep These Details Ready First
A complaint with details gets solved faster than a complaint that says "my gas has not come." Before you call or write, note down:
Your LPG consumer number (the 17-digit LPG ID) and registered mobile number
Your distributor's name and phone number
Booking date and booking reference number
A photo of the cash memo or the SMS, if you have one
Names, dates and times of earlier calls or visits
Keep screenshots. If anything goes wrong later, these small proofs matter a lot.
Step 1: Talk To Your Distributor
Start with your local gas agency. Call or visit and ask for the delivery status of your booking. Many problems end here, because the delivery person was off sick or the truck was late.
Be polite but firm. Ask them to tell you a clear delivery date and note the name of the person you spoke to. If they give you no answer, or the answer is vague, move on to Step 2 the same day.
Step 2: Call Your Gas Company's Helpline
The agency is only the dealer. The real company behind your cylinder is Indian Oil (Indane), Bharat Petroleum (Bharat Gas) or Hindustan Petroleum (HP Gas). Each has a toll-free helpline, and the company can take action against the dealer.
Provider | Toll-free complaint number | Other options |
Indane (Indian Oil) | 1800-2333-555 | 7718955555 for booking and complaints, WhatsApp 7588888824, IndianOil ONE app |
Bharat Gas (BPCL) | 1800-22-4344 | Bharat Gas website, Hello BPCL app |
HP Gas (HPCL) | 1800-2333-555 | HP Anytime LPG 9493602222, HP Gas website |
Gas leak, any company | 1906 | Works 24x7 across India |
Numbers can change, and some websites show them with slightly different spacing. Always cross-check with the number printed on your cash memo or on your company's official website before you call.
When you call, ask for a complaint number (some companies call it a Service Request Number or SRN). Write it down. You will need it if you have to follow up.
Step 3: File The Complaint Online Or On The App
If calls keep going unanswered, file a written complaint. This leaves a record that nobody can deny later.
Open your company's app or website: IndianOil ONE for Indane, Hello BPCL or the Bharat Gas site, and the HP Gas website
Log in with your consumer number or mobile number
Go to the complaint or grievance section
Choose the right category: late delivery, overcharging, quality of cylinder, or service issue
Describe the problem in two or three clear lines and submit
Save the complaint number that appears on the screen
You can also use the government's LPG portal, mylpg.in. Select your gas company, enter your consumer number and use the "Lodge Complaint" option.
If nothing happens for around 14 days, write to the company's regional LPG office or its grievance section and quote your complaint number.
Step 4: Escalate If Nobody Listens
Most complaints end at Step 2 or Step 3. If yours does not, you have more doors to knock on.
National Consumer Helpline (1915). You can call 1915 or use the NCH app to register a consumer complaint. The helpline contacts the company on your behalf.
CPGRAMS (pgportal.gov.in). This is the central government's public grievance portal. Complaints filed here reach the concerned ministry, and in this case that is the Ministry of Petroleum and Natural Gas.
Consumer Commission. If you have lost money, faced serious harm, or the problem is repeated, you can file a case through the e-Daakhil portal (edaakhil.nic.in). Do this after you have sent a written complaint to the company and given them reasonable time to reply. A legal notice from you or a lawyer sometimes brings quick results.
Gas Smell Or Leakage: Do Not Wait For a Complaint Number
A leak is an emergency, not a customer-service issue. If you smell gas:
Do not light a match or a lighter, and do not touch electrical switches
Open all doors and windows
Turn off the regulator and, if it is safe, take the cylinder outside
Move everyone out of the house
Call 1906 from a safe place
Only after everyone is safe should you file a formal complaint about the cylinder.
Tips To Make Your Complaint Stronger
Pay only what the cash memo says. Delivery within the distributor's free delivery range should not cost extra. If the person asks for more, ask for a written reason. If they refuse, report it.
Check the cylinder before accepting it. Look at the seal, the valve and the body. Ask the delivery person to weigh it if you can. A 14.2 kg domestic cylinder has the empty weight stamped on the handle, so the total should be roughly that plus 14.2 kg.
Complain in writing. Phone calls disappear. Emails, app complaints and portal entries stay.
Stay calm and stick to facts. Dates, numbers and photos help more than anger.
Follow up. If you do not hear back in a few days, call again with your complaint number.
A short complaint letter you can copy
To, The Area Manager / Grievance Officer, [Indian Oil / Bharat Petroleum / Hindustan Petroleum], [Your city] LPG Office Subject: Complaint about non-delivery of LPG cylinder Respected Sir/Madam, My LPG consumer number is [17-digit LPG ID], registered with [Distributor name, address]. I booked a refill on [date], booking number [number]. As of today, [date], the cylinder has not been delivered. I have called the distributor on [dates] but did not get a proper answer. My earlier complaint number is [number]. Please look into this and arrange delivery at the earliest. I also request action against the distributor if the delay is due to their fault. Name: [Your name] Address: [Your address] Mobile: [Your number] Enclosed: copy of booking SMS / cash memo
Frequently Asked Questions
How long should I wait before complaining?
If the cylinder has not come within 2 to 3 working days of booking, you can start the process. In remote areas, delivery can take a little longer.
Can I change my gas distributor?
Yes. LPG consumers can ask to port their connection to another distributor in the same area through their company's website or app. This is useful if your agency keeps failing you.
Will complaining affect my future deliveries?
It should not. Companies are required to treat complaints seriously, and a documented complaint actually protects you. If an agency threatens you for complaining, report that too.
What if there is a supply shortage in my area?
During supply stress the government has asked people not to panic-book and has asked consumers to report black marketing and overcharging. Delays caused by genuine shortage take time, but being asked for extra money is never acceptable.
Final Word
You do not have to put up with bad gas service. Start with your distributor, move to the company helpline, file a written complaint, and use 1915 or the grievance portal if needed. Keep your complaint number and your proof and be patient but persistent. Most cases get solved once the company itself is involved.
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