[BloofPailafum]

Thirty-five lakh consumers of Bharat Gas from across the state have not been able to book their LPG refill order over the phone from this month as the oil company has instructed its distributors not to book refill orders.
From now on, consumers of Bharat Gas will have to book their refill orders only through SMS as the civil supplies department has issued strict instructions to oil companies that distributors and consumers should not make direct orders as this leads to repeated errors and subsequent customer complaints.

Officials have also made arrangements for consumers in rural areas and senior citizens who are not familiar with texting.
“After several futile attempts to call the gas company, I went to the office. It was only then that I learnt about the new facility,” says homemaker Suvarna.

Distributors admitted that they had deliberately not picked up phone calls from customers.

“We did not take the calls as we have to implement the SMS booking system. When the customers approach us, we explain the new system.
We take their mobile numbers and register them so they can avail of the new facility,” notes Mallika, the proprietor of a gas agency in Perambur.

“From next month they can book refills by sending an SMS to 57333.” On doubts that the system will be hard to implement in the rural areas, BPCL deputy manager Vishnuraj says, “We have made special arrangements for consumers in the rural areas and for senior citizens to make the bookings through phone while SMS is mandatory for others.” Meanwhile, Indane consumers have complained about the interactive voice response system.

[Babara Reeser]

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