Millions of households across India depend on HP GAS for their daily cooking needs. Despite being a leading LPG supplier, many users still face service-related issues, from inconsistent delivery to safety concerns. These disruptions not only cause inconvenience but also raise genuine consumer rights concerns. To ensure prompt government-backed online complaint mechanisms are now accessible to every HP GAS consumer. In this blog you will learn how to file a complaint against HP Gas through its internal grievance support and through ODR. Read to know more.
Who can file a Complaint against HP GAS?
The persons who are eligible to file a complaint against HP Gas are listed below:
Registered LPG Consumers
If you have an active HP GAS connection, you are eligible to file a complaint. Whether you face issues with delayed delivery, under-filled cylinders, or unprofessional service from delivery staff, you can raise your concern using your consumer number or registered mobile number.
Commercial Users
If you run a business that uses HP GAS—such as a hotel, canteen, or small manufacturing unit—you can file a complaint related to your commercial LPG connection. Common issues may include inconsistent supply, incorrect billing, or safety-related concerns that affect your operations.
New Applicants
If you have applied for a new HP GAS connection and encounter problems during the process, you can submit a complaint. Delays in processing, unjustified document rejection, or lack of assistance from the distributor are valid grounds to report.
Authorized Representatives
You can also raise a complaint on behalf of a family member or someone you assist, provided you have their consumer details. This includes the LPG ID or booking reference, which ensures the complaint is linked to the correct account.
Dealers or Distributors
If you are an HP GAS dealer or distributor, you have the right to report system-related issues or unresolved service complaints. You can raise concerns that affect your supply chain, portal access, or customer grievance handling.
What are the Valid Grounds to File a Complaint against HP GAS?
The valid ground to file a complaint against HP Gas are explained below:
Delayed Cylinder Delivery
If your cylinder does not arrive within the expected time after booking, you have the right to report the delay. Consistent delivery issues affect your daily routine and violate service standards.
Short Delivery or Underweight Cylinder
If you suspect that the cylinder delivered to you contains less gas than promised, you can file a complaint. Under filled cylinders pose both financial and safety concerns.
Unsafe or Damaged Cylinder
If you receive a cylinder that appears to be damaged, leaking, or unfit for use, it is your responsibility to report it immediately. Using such a cylinder is dangerous and violates safety norms.
Overcharging by Delivery Personnel
If the delivery agent demands extra money beyond the official rate, you can raise a complaint. HP GAS pricing is fixed and publicly available, and any overcharging is a direct violation.
Poor Customer Service
If the distributor or staff behave rudely, deny service without valid reason, or do not respond to your concerns, you have valid grounds to escalate the matter.
Booking or Portal Issues
If you face errors while booking your cylinder online, through the app, or via SMS, and the issue remains unresolved, you can lodge a formal complaint for technical support.
Non-Issuance of Receipt or Invoice
If the delivery agent fails to provide a receipt after payment, you can report this as a violation of billing and transparency guidelines.
Fake Booking or Unauthorized Delivery
If you notice a booking on your account that you did not make, or if a delivery occurs without your request, this may indicate a security breach. You should report it immediately.
What are the steps to file a Complaint Against HP GAS through its internal Portal?
The steps to file a complaint against HP gas through its internal portal are listed below:
Step 1: Visit the Official Website
You need to visit the official Hindustan Petroleum website. This is the authorised platform for submitting any complaint related to your HP GAS connection.
Step 2: Open the HP GAS Consumer Zone
On the homepage, hover over the “LPG” section in the main menu. From the dropdown list, click on ‘HP GAS Consumer Zone’. This section gives you access to all consumer-related services, including the complaint submission portal.
Step 3: Click on ‘Register Complaint’
Inside the consumer zone, you will find the ‘Register Complaint’ option. Click on it to open the official complaint form. This is the starting point for lodging any grievance with HP GAS.
Step 4: Enter Your Consumer Information
You must provide your Consumer Number, LPG ID, or Registered Mobile Number. These details help the system identify your connection and verify your complaint request. Ensure that the information you enter matches your official HP GAS records.
Step 5: Choose the Nature of Your Complaint
From the available options, select the most appropriate category for your issue. Whether it relates to delayed delivery, safety concerns, overcharging, or service denial, you must choose the exact reason to direct your complaint to the relevant team.
Step 6: Describe the Issue Clearly
Write a brief yet accurate description of the problem. Include key details such as the date of booking, delivery status, distributor name, or any invoice number. This allows the support team to assess your complaint without confusion or delay.
Step 7: Submit the Complaint Form
Once you have filled in all the required fields, click the ‘Submit’ button. You will receive a unique reference number that confirms the successful registration of your complaint. Note this number for tracking purposes.
Step 8: Track the Status of Your Complaint
To check the progress of your complaint, revisit the same portal and enter your reference number. The system will display real-time updates such as complaint assignment, current status, and final resolution.
What is Online Dispute Resolution?
Online Dispute Resolution is an entirely digital system for resolving disputes, utilising technology-driven platforms to facilitate every stage from the initial filing and evidence submission to virtual hearings, negotiations, and final decisions. It incorporates traditional dispute resolution methods such as negotiation, mediation, and arbitration, all conducted online via tools like video conferencing, chat, and secure document sharing. This comprehensive online workflow enables parties to engage in dispute resolution without needing to meet in person, making the process more convenient and accessible while maintaining the structured framework of Alternative Dispute Resolution methods.
Why Choose Online Dispute Resolution?
Consumers prefer ODR for several reasons:
Cost-effective & Time-efficient
Online Dispute Resolution (ODR) significantly cuts down on expenses related to travel, legal representation, and court fees. Since the entire process takes place digitally, parties can save both time and money that would otherwise be spent attending physical hearings or waiting through lengthy legal procedures. Most disputes are resolved in a matter of days or weeks instead of the months—or even years—it often takes in traditional courts.
Accessible & Convenient
ODR platforms are designed to be user-friendly and available around the clock, allowing participants to engage in the process from anywhere in the world. This makes it especially beneficial for cross-border or interstate disputes where physical presence can be challenging. Whether you’re a consumer or a business, you can submit evidence, communicate with the other party, and attend virtual hearings—all from the comfort of your home or office.
Privacy & Security
Unlike traditional court proceedings that are often public, ODR ensures a higher degree of confidentiality. Sensitive documents, communications, and decisions are securely handled through encrypted digital platforms. This protects the privacy of both parties and provides a safe, confidential environment for resolving disputes without public exposure.
How to File a Complaint through ODR?
Filing a complaint through Online Dispute Resolution (ODR) is simple and follows a structured process. Here’s a step-by-step guide:
Step 1: Collect All Relevant Evidence
Before initiating your complaint, gather all documents and proofs that support your claim. These may include:
- Receipts or invoices
- Emails, chat transcripts, or messages with the company
- Photographs of defective products or damages
- Payment proofs or bank statements
Having organized and clear evidence strengthens your case and speeds up the resolution process.
Step 2: Submit Your Dispute Through an ODR Platform
You can file your complaint either through an official Government ODR Portal or a private ODR platform, such as Online Legal India. Provide all necessary details, attach supporting documents, and describe your issue clearly. The platform will appoint a neutral mediator. The mediator will send the mediation notice to the other party.
Step 3: Participate in Mediation Proceedings
During the mediation, the mediator facilitates discussions between you and the other party via email, chat, or video call. Both parties present their viewpoints and approach for a resolution.
After the mediation process, the mediator will provide a mediation report summarizing the discussions and recommendations. Based on this report, a settlement is determined. Possible outcomes may include:
- Refund of charges
- Compensation for damages
- Official apologies or service corrections
- Settlement of Disputes
Step 4: Settlement
If mediation is successful, the agreement is documented, and both parties are expected to comply with the terms. If you need assistance in filling your dispute, get in touch with Online Legal India.
Conclusion
Filing a complaint against HP GAS has become easier than ever, thanks to the availability of both internal grievance mechanisms and Online Dispute Resolution (ODR) platforms. Whether your issue involves delayed delivery, overcharging, or safety concerns, you have the right to raise your voice and seek timely redressal. While HP GAS provides an official internal portal for direct complaints, ODR offers a faster, more transparent, and convenient way to resolve disputes digitally. If you require any assistance in filling your complaint through ODR, get in touch with Online Legal India.
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