Preferred Time Delivery- Concept and Procedure

  1. Concept

1.1.Domestic LPG cylinders are subsidized and hence are delivered on first come first served basis. No separate provision for refill delivery as per customer’s convenient day and time is provided. Under Preferred Day and Time Delivery, customercan now choose the service to receive the cylinder at home on the day and time of his choice at a cost.

  1. Preference Options
  2. The day and time slots fixed for the delivery and the charges for the service are given below:

Time Slot / Charges per delivery in Towns with population of ten lakh and above / Charges per delivery in other Towns
Before 8 AM / Rs.50 / Rs.40
8AM to 11 AM / Rs.25 / Rs.20
11 AM to 3 PM / Rs.25 / Rs.20
3 PM to 6 PM / Rs.25 / Rs.20
6 PM to 8 PM / Rs.50 / Rs.40
Only Saturday/Sunday
(8 AM to 6 PM) / Rs.25 / Rs.20

2.2The customer can make her choice fromany of the following four options:

2.2.1Preferred Time Customer: She can prefer a time on any day starting from Monday upto Friday. Such a choice indicate that she is ready to accept the cylinder on any day from Monday to Friday on the fixed time slot specified above. If she misses the delivery , distributor will deliver on the next day same time.

2.2.2Preferred Day and Time Customer: She can also make a choice of selecting a day in addition to time. Which means she is ready to accept only on the specified day and time. Even if she or the distributor misses the day and time next delivery will be next week same day and time.

2.2.3Saturday/Sunday Preferred Customer: She can prefer either Saturday or Sunday any time indicating that she is ready to accept the cylinder either on Saturday or Sunday as per the preference any time from 8AM to 6PM.

2.3This facility is only for preferred day and no specific booking is possible as of now for preferred Date.

2.4Domestic LPG being subsidized, customer will not receive the cylinder out of turn. Aftercustomer’s call matures, the cylinder will be delivered to her on next preferred time/day/day and time as per the choice. For example customer is a Sunday preferred time customer and has booked her refill on Saturday 1st of June. But on that day distributor was delivering cylinders booked by customers on 25th day of May.After customers call matures, say on Wednesday 5th June, he will receive the cylinder on next preferred day, Sunday 9th June.However if the customer is only a preferred time customer she will receive the cylinder next day on the preferred time slot after her call matures.

  1. Locations Offering the Service:

3.1.The facility is now available with all distributors of Indianoil Corporation Limited(Indane), Bharat Petroleum Corporation( BharatGas) and Hindustan Petroleum Corporation(HPGas ) customers in Mumbai, Kolkata, Delhi, Chennai, Bangaluru, Hyderabad and Pune and also outskirts of these cities i.e. Gurgaon, Noida, Faridabad, Ghaziabad, Sonepat, Thane, Navi Mumbai, Kalyan, Mira Bhayander etc. The scheme may be extended to all towns having population of about 10 lakhs shortly.

  1. Registration to become a Preferred time Customer:

4.1.Customer need to register to become a preferred time customer. She can register through any one of the following two separate routes:

4.1.1.Customer can submit a registration in the stipulated format/plain paper.

4.1.2.Customer can do registration through the respective websites( ).

4.2.. The customers accepting the preferred time delivery shall be updated in the master provided in distributor’s software..

4.3.Registration is one time. But customer can change her day and time of choice after a period of six months. When customer change or register, the acceptance of same in the system may take a maximum of 48 hours.

4.4.Once Customer registers as a preferred time customer for a specific time/day/day and time she need not mention the day and time at the time of refill booking. The system provided with the distributors will automatically identify customer’s status.

4.5.Preferred Time Customer, will receive cylinders only on the day/day/day and time she has already chosen.

4.6.Customer can de-register through submission of an application physically to distributor or through web site.

  1. Customer Not Available at The time of Supply:
  2. Once customer registers and becomes a preferred time customer,she or herrepresentative shall be available at home for receiving the cylinder delivered on the day and time chosen by her(Say Sunday 9th June). Customer will not be delivered with the cylinder on any other day or time other than her preference. In case Customeris not available on the preferred day and time(Sunday, 9th June), distributor will deliver it only on the next preferred day/time(Sunday,16th June). If on the second time customerfails to receive, herstatus of preferred time customer will be withdrawn for next six months and herrefill booking will be cancelled. Discretion to restart the facility within six months will lie with the distributor for which customer need to contact him/her.
  3. In case of delayed delivery of refill cylinder due to reasons solely attributable to the distributor, a discount of Rs 20 shall be given by the distributor under this scheme. In case of dispute between customer and distributor, Sales Officer would be required to give a decision within & days. Meanwhile in such disputes, the distributor shall not charge the premium from customer during pendency of dispute.
  4. Presently customer cannot opt for preferred time through IVRS/SMS. However in case customers are registered as a preferred time customer, even if she book his refill through IVRS/SMS she will receive delivery on the day and time chosen by him.
  5. Customer can contact Sales Officer or the customer service cell( Details are provided in showroom of the distributor ) of the Oil Marketing Company or dial 18002333555 or 155233 to provide a feedback/complaint on Preferred time or any other service offered by the distributor.
  1. Obligations of Distributors
  2. Distributor need to download the information from the website everyday and also accept the registration received through letters.
  3. If on the second time customer fails to receive, her status of preferred time customer will be withdrawn for next six months and her refill booking will be cancelled. Discretion to restart the facility within six months will lie with the distributor for which customer need to contact him/her. Distributor shall inform the same to the Sales Officer. However he/she will continue to be a regular customer and his/her delivery shall continue as a non preferred time customer.
  4. If on supply the customer doesn't pay the additional charges as applicable the cylinder shall be delivered without any additional charges and his privilege of preferred supply shall be suspended with immediate effect by distributor. The same shall be reported to the Sales officer and restarting of the same is as per distributors discretion.
  5. If the distributor fails to supply on preferred day, no specific penalty other than the rebate is envisaged under the scheme. However in case distributor’s act violates any other provision of LPG Supply and Distribution order or MDG Giuidelines or Distributor agreement, action will be taken as per the relevant provisions.
  6. Distributorshave to provide weekly off to his employees as per Shop Establishment Act. However, it would be preferable that Saturday and Sundays are kept as full working days and any other day of the week may be given as weekly off. The employees can also be given weekly off on rotational basis.
  7. The facility shall be made available to the customers within the area of operation only and not to the extended area.

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