I had booked domestic LPG refill against consumer number 46859 ( registered under my husband’s name)!on 18/02/2014 using Indane’s IVRS for booking. The booking number given was 74557. On 7/03/2014, I checked the booking status against and the IVRS gave the status against the above mentioned booking number ( stating my distributor had cleared bookings made upto 2/02/2014). When there was yet no delivery of LPG on 12th March, I checked the IVRS and to my surprise, the booking date was mentioned as 7th March and a 10 digit voucher númber was given as booking number. It was only after personally visiting my agency twice was I able to get my LPG delivered on 14th March. Indane has no transparent system by way of website individual customer account to track bookings. Neither did Indane inform the general public of the delay in refill delivery via newspapers. Why cannot a Fortune 500 company like Indianoil give better service to customers via internet? I had created a customer id and account with their website and could monitor my booking and even book online from Bangalore once last year but these services are no longer available. Why are Indane customers not getting better service? I sent an email too to Indane but no response. My distributor is impossible to contact over the telephone. Either no response or phone lines not working or even this number does not exist. Calling Indane’s toll free number also was of no use because, in the first instance the operator said the servers were down and to call later so complaint number could be generated, and second time, nobody answered my call!! As a longstanding customer of Indane I want them to fulfill their responsibility to their customers as befits a Fortune 500 company. This complaint of arbitrarily changing refill bookings without informing or intimating customers has been faced by my neighbours and other customers too.

1. Indane should reopen it’s internet customer account services. If it cannot or does not want to provide internet booking services, it should at least allow customers to know status of booking online ( this is more accurate than the IVRS). I have used this feature when they allowed access to website customer accounts last year. 2. Any undue or unexpected delay (this time the reason given was delinking of Aadhar from customer accounts) in delivery of refills should be informed to the public by way of all English and local vernacular newspapers. 3.distributors should ensure specific telephone number for handling only queries of this nature. Or in the least, working telephones ! A whole lot of stress not only for housewives like me but all customers can be avoided if IndianOil believes it’s customer ‘s are entitled to better service.

Complainant Information
name- kantisub e-mail kantisub@rediffmail