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 redressal, 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.
Who can File a Complaint Against HP GAS?
The persons who are eligible to file a complaint against HP Gas are listed below:
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.
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.
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.
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.
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. Underfilled 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.
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.
By mid-2025, Online Dispute Resolution (ODR) platforms in India handle over five lakh consumer complaints across key sectors—telecom, finance, e-commerce, and MSME transactions. This volume highlights ODR’s growing role in delivering fast, consistent, and scalable resolution. It proves effective in addressing service-related issues, including complaints against providers like Airtel Digital TV.
Why Consumers Prefer Online Dispute Resolutions?
The reasons why consumer prefer ODR more than any other resolution is listed below:
- Faster Resolution
You receive quicker outcomes compared to traditional complaint channels. Most ODR platforms resolve disputes within a few working days, which saves you time and frustration.
- Easy Accessibility
You can raise a complaint anytime, from anywhere, using a mobile or desktop device. This removes the need to visit any physical office or wait in long queues.
- Cost-Free Process
You do not pay any charges to file a complaint on verified ODR portals. The entire process remains free, transparent, and open to every consumer.
- Structured Complaint Handling
You follow a step-by-step system that ensures your issue reaches the correct authority. This improves the chances of a timely and fair resolution.
- Digital Evidence Submission
You can upload screenshots, bills, order details, or photos directly to the platform. This helps support your complaint and speeds up the verification process.
- Official Escalation Path
If your issue remains unresolved, the platform automatically escalates it to higher authorities or regulatory bodies. This adds legal weight to your complaint without requiring extra effort.
- Trackable Status
You receive a unique complaint number and can track the status online. This gives you visibility into how your case progresses and when to expect closure.
Understanding Online Dispute Resolution
Online Dispute Resolution (ODR) is a digital system that helps you resolve complaints and disputes without visiting a court. It offers a legal and recognised method to settle issues such as service failures, delayed payments, or contract breaches through online platforms, emails, and virtual meetings.
In India, ODR functions as part of the official Alternative Dispute Resolution (ADR) mechanism. It follows three main approaches:
Mediation allows both parties to settle a dispute with the help of a neutral third person called a mediator. The mediator does not make any decisions but helps both sides understand each other’s concerns and reach a solution together. This process is private, flexible, and works only when both sides agree.
Negotiation lets you talk directly with the other party to solve the issue. You can do this on your own or take support from a neutral person. It gives you full control over the outcome and avoids the need for any legal procedure. The goal is to find a solution that suits both sides without delay.
Arbitration is a legal method where a neutral person called an arbitrator hears both sides and makes a final decision. The arbitrator may be a retired judge, legal professional, or industry expert. Once declared, the decision—called an arbitral award—carries the same legal value as a civil court order. Both sides must follow it under the Arbitration and Conciliation Act, 1996.
Legal Acceptance of Online Dispute Resolution
ODR holds full legal recognition in India under two key laws: the Arbitration and Conciliation Act, 1996 and the Information Technology Act, 2000.
Decisions made through arbitration—known as arbitral awards—carry the same legal weight as a civil court order. Agreements reached through mediation or negotiation, once signed, are also valid and enforceable under Indian law.
Indian courts accept digital records, such as emails, video calls, and signed documents, as official evidence. This makes ODR a reliable, secure, and government-backed system for resolving service-related disputes without physical appearances or paperwork.
How to File a Complaint Against HP GAS through ODR?
If HP GAS fails to resolve your complaint through its internal grievance mechanism, you can escalate the issue via a recognised Online Dispute Resolution (ODR) platform. The ODR process is entirely online, legally valid, and suitable for addressing service-related disputes. Follow these verified steps to file your complaint:
Step 1: Collect All Required Documents
Prepare key documents such as your HP GAS consumer number, booking receipts, complaint reference ID, screenshots of failed service, and prior communication records. These details strengthen your case and reduce processing delays.
Step 2: File Your Complaint Through an ODR Platform
Visit a trusted ODR platform like Online Legal India. Sign up using your name, mobile number, and email ID. Select the complaint category as “Utility Services” and mention “HP GAS” as the service provider. Enter all relevant dispute details, upload the supporting documents, and submit your case. A legal expert is assigned to review and validate your complaint.
Step 3: Join the Mediation Process
If the platform accepts your complaint, a mediation session is scheduled. You’ll receive login details via SMS or email. Attend the session virtually and present your issue. The mediator facilitates a dialogue between you and HP GAS representatives to arrive at a mutually agreeable solution. If an agreement is reached, the dispute concludes here.
Step 4: Request Arbitration if Mediation Fails
If no resolution is achieved during mediation, you may escalate the matter to arbitration. Submit your written consent to proceed. The platform appoints a qualified arbitrator—often a legal or industry expert—who will review the case independently.
Step 5: Attend the Arbitration Hearing
You’ll be notified of the hearing schedule and receive secure access credentials. Log in on time and present your case factually and clearly. The arbitrator reviews both parties’ evidence, applies legal reasoning, and moves toward a fair judgment.
Step 6: Receive the Arbitral Award
Post-hearing, the arbitrator issues a formal order known as an arbitral award. This document carries the same legal force as a civil court judgment under the Arbitration and Conciliation Act, 1996. If the decision is in your favour, HP GAS is legally bound to follow the order, whether that involves service rectification, a refund, or compensation.
Conclusion
Filing a complaint against HP GAS through Online Dispute Resolution ensures a fast, transparent, and legally enforceable process, especially when traditional support fails. With structured mediation and arbitration under Indian law, ODR empowers consumers to claim their rights without delays, legal complexities, or physical appearances in court.
For seamless complaint filing, legal oversight, and enforceable resolution, Online Legal India stands out as a trusted digital platform. Leverage expert-driven support to escalate your HP GAS dispute and achieve a lawful, time-bound outcome.
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