File Complaint Against HP Gas with Government of India

First, log a complaint via the HPCL Consumer Zone or call 1800-2333-555 to generate a "Service Request Number" (SRN). If unresolved after 7 days, escalate to pgportal.gov.in (CPGRAMS) under the Ministry of Petroleum & Natural Gas. For gas leaks, ignore portals and dial 1906 immediately.

Most users fail because they file a "General Grievance" on CPGRAMS without an existing SRN. The Ministry simply forwards these back to the local distributor, who often closes them with a generic reply. To force high-level intervention, you must cite the failed SRN in your CPGRAMS filing.

Checklist

• Your 17-Digit LPG ID (Found on the blue book or cash memo).
• Distributor Name and Code.
• Digital Copy of Cash Memo/Receipt (if the issue is overcharging).
• The Hidden Requirement: The "Forced Sale" Evidence. If the distributor forced you to buy a stove/pipe with a new connection, you must attach a photo of the "compulsory" items. Without this, they will claim you bought them "voluntarily."

Step-by-Step Guide (The Escalation Ladder)

• Step 1: The Internal Log (Mandatory Prerequisite)
  Visit myhpgas.in > "Give Feedback/Grievance."
  Select "Grievance" > Category (e.g., "Overcharging").
  Outcome: You will get an SRN (Service Request Number). Wait 48-72 hours.
• Step 2: The CPGRAMS Escalation
  If Step 1 fails, login to pgportal.gov.in.
  Path: Lodge Public Grievance > Ministry of Petroleum and Natural Gas > Hindustan Petroleum Corp Ltd (HPCL).
  Critical Action: In the text box, start with: "Reference Unresolved SRN # [Insert Number]." This prevents them from routing it back to the distributor.
• Step 3: The Social Pincer (MoPNG e-Seva)
  Simultaneously post on X (Twitter) tagging @MoPNG_eSeva. This is the official grievance handle.
  Format: "My Consumer No is [X]. Charged ₹50 extra for delivery. SRN [X] unresolved. @HPCL @MoPNG_eSeva"[/i].
  This team operates faster than the web portal.
• Step 4: The Appeal
  If the CPGRAMS case is closed with a "copy-paste" reply, you have 30 days to click the "File Appeal" button. This forces the file to the Director of Public Grievances (Joint Secretary level), bypassing the local field officer.

How It Works & Hidden Details
The "Marketing Discipline Guidelines" (MDG) 2018/2024:
Distributors are terrified of "MDG Violations." HPCL rates distributors on a point system.

• Overcharging: If proven, the distributor faces a fine of ₹50,000+ for the first offense and termination for repeated offenses.
• Underweight Cylinders: The delivery boy is required by law to carry a weighing scale. If you mention in your complaint "Delivery boy refused to weigh cylinder despite request," it is a specific violation of the LPG Control Order.

The "Home Delivery" Bluff:
Delivery charges are included in your bill (unless you live in a "Non-Home Delivery" zone, which is rare). If a delivery boy demands "tips" or "auto fare," this is classified as "Overcharging." The Ministry takes a zero-tolerance stance on this if you provide the exact date and time.

Things to Watch Out For

• Risk 1: The "Consumer Absent" Excuse. Distributors often close complaints claiming "Customer was not at home." Counter this by stating in your complaint: "CCTV footage available of delivery attempt" (even if you don't have it, the threat ensures they don't lie).
• Risk 2: Safety vs. Service. NEVER use CPGRAMS for a gas leak. The portal is monitored during office hours. A leak is an immediate fire hazard. Call 1906.

Frequently Asked Questions

• Q: Distributor is forcing me to buy insurance/inspection?
  A: The "Mandatory Inspection" (once every 5 years) is legitimate and costs approx ₹236. However, forcing you to buy a hotplate or apron is illegal. Cite "Restrictive Trade Practice."
• Q: Can I transfer my connection if the distributor harasses me?
  A: Yes. Use the "Portability" option on the website. You can switch to Indane or Bharat Gas without changing your cylinder, provided they serve your area.

Update: Additional Details & Recent Changes

• The "e-KYC" Trap (2026 Context):
  Distributors are currently using the "Mandatory Biometric e-KYC" drive (deadline March 31, 2026, for many) as leverage to force sales. Note that e-KYC is 100% FREE. If a distributor refuses to approve your biometric scan unless you buy a safety hose or stove, this is a distinct "Restrictive Trade Practice." Record the refusal and upload it to CPGRAMS immediately.
  
• HPCL WhatsApp Support:
  You can now bypass the call center for basic logging. Save +91 92222 01122 (HP GAS). Typing "Complaint" often triggers a faster ticket generation than the IVR, and it provides a digital trail on your phone instantly.
  
• Mandatory Inspection Cost:
  The 5-year mandatory safety inspection charge is officially ₹236 (₹200 + 18% GST). Demand a printed receipt for exactly this amount. Distributors often round this up to ₹300 or ₹500 in cash without a receipt.
  
• National Consumer Helpline (NCH):
  If the MoPNG (Ministry) route is slow, lodge a parallel complaint at consumerhelpline.gov.in or dial 1915. The NCH docket number is often taken more seriously by local Field Officers because it reflects in the Department of Consumer Affairs' national statistics.
  

For gas leaks, ignore portals and dial 1906 immediately.

Update: While 1906 is the primary emergency line, you can also report leaks via the 112 (National Emergency Number), which now integrates with fire and gas safety services in most metro cities for faster dispatch.