Booking for a LPG Cylinder Refill and getting it delivered in time is getting easier. With a view to provide better services to the customers and to reduce the scope for irregularities, Public Sector Oil Marketing Companies, OMCs namely, Indian Oil Corporation Limited (IOC), Bharat Petroleum Corporation Limited (BPCL) and Hindustan Petroleum Corporation Limited (HPCL) have introduced the facility of refill booking through Short Messaging Service (SMS) and Interactive Voice Response System (IVRS) in 18 States. These States are, Andhra Pradesh, Bihar, Delhi, Goa, Gujarat, Haryana, Jharkhand, Karnataka, Kerala, Madhya Pradesh, Maharashtra, Odisha, Punjab, Rajasthan, Tamil Nadu, Uttar Pradesh, West Bengal, Puducherry and UT of Chandigarh, covering, 2965 LPG distributorships and about 4.36 crore LPG customers. Giving this information in a written reply in the Lok Sabha today, the Minister of State for Petroleum and Natural Gas Shri R.P.N. Singh stated that under this system, there is a facility for confirmation of the refill booking and the time of the booking to the customers along with information on the likely date when the refill would be supplied.
Further, he added, OMCs have planned to expand the facility further in remaining areas with objective to cover 63 lakh customers through 490 LPG distributorships.
The Minister also informed that in most of the cities, more than 80% of the customers are using the system successfully whereas, it is more than 90% in some cities. No specific survey on customer satisfaction on this initiative has been undertaken so far, he added.
Shri Singh stressed that the OMCs have prescribed a norm to their LPG distributors to effect the delivery of the refill LPG cylinder ordinarily within two working ways of the booking. However, due to factors such as product supply constraints, strikes, road breaches, floods, unplanned shutdown, natural calamities along with huge growth of demand, it has been seen that the distributors take some more time to deliver the refill LPG cylinder.
He underlined that whenever OMCs receive complaints on deliberate delay in refill supplies, these are investigated. If the complaint is established, action is taken against the erring LPG distributor in accordance with the provisions of the Marketing Discipline Guidelines (MDG).
How to book using IVRS:
|How many Language Option?|
|IVR system has option for three language 1)Local Langauge, 2)English, 3) Hindi. You can choose your option by pressing 1 , 2 or 3.|
|How the system Identify the Distributor ?|
|After selecting the language option , System will ask the Customer to enter the telephone no of Distributor with STD code. For example if land line number of the Distributor is 24334466 then dial 03324334466 for Kolkata or 04424334466 for Chennai.|
|How the system Identify the customer ?|
|Once Distributor is identified correctly ( if not identified IVR system will give message accordingly ) then System will prompt to customer to enter the Consumer number. Customer should dial the numeric part of the customer number ( eg. If the customer number is 12345, then dial 12345 and if customer number is A12345, then also dial 12345 ). If you are not aware of correct Consumer Number please refer your Last Refill Cash Memo or Contact Distributor.I VR system will prompt the user regarding the prefix or suffix alphabets and take the input accordingly. ( eg if there are customer numbers 12345, A12345 and B12345 with the same Distribtuor, then the system will prompt the customer to dial 1 for 12345, dial 2 for A12345 and dial 3 for B12345 ).|
|How to book Refill ?|
|After Distributor and Customer number are identified properly, then the system will ask for the option of refill booking and for other services. Pl note the options Press 1 for Refill booking, Press 2 for Complaint, Press 3 for Enquiry of last booking . Once option for refill booking is given refill booking will be taken and booking reference number will be prompted and SMS will be sent to your mobile number.|
Indian Oil launches the newly enhanced Automated Unified System (AUS) of refill booking for the Indane customers of Major cities from 5th March 2011 onwards. This multimodal system, designed to make refill booking faster, simpler and more efficient, enables you to book your refills round the clock through SMS and IVRS