M/S SONKER GAS 8/103, Arya Nagar, Kanpur Date: 16.01.2024 The Divisional LPG Sales Head Kanpur Indane Divisional Office Indian Oil Corporation Ltd Kalpi Road, Panki Kanpur Sub: O-Ring found missing or defective incl tributes / abnormal delay in resolution of the leakage complaint recorded over 1906 portal Dear Sir, With reference to your letter no: KIDO/1906/31 dated 05.01.2024 regarding the O-Ring found missing or defective incl other attributes / abnormal delay in resolution of the leakage complaint recorded over 1906 portal, we would like to explain as under: 1, Many times customers refuse to get the seal of the cylinder removed at time of delivery as they do not require it for the immediate use, such customer when open the seal at the later stage lodge complaint if there is leakage, in such cases customer dials1906 leading to complaint which would not have arisen if the cylinder was checked seal opened at the time of delivery, for which we have instructed the delivery boys to get PDC done or else the delivery will not be done. 2. Many times customer files wrong leakage complaints even when there is no leakage issue when the mechanic attends the complaint issues like regulator not working or hot plate complaints even the gas geyser complaints are also contributing in increasing number of complaints 3. In some 1906 complaints when the mechanic inspects the cylinder using the standard PDC kit no leakage is observed , However the customer insists to change the "0" ring as they use water to check leakage in form bubbles, then the mechanic has no choice but to replace the “O" ring and close the complaint. 4. Sometimes the call centre representative also inform us late about the leakage complaint because of which the complaints gets escalated and we get very less time to resolve the complaint.5, We would also like to share that during the period of April 2023 to Dec 2023 we have delivered around 59000 refills out of which 11 complaints including Pressure Regulator! Hot Plate/ Suraksha Hose/ Gas Geysers shows that PDC is being done at ‘our end. In view of the above and possibility of error at our end we would like o assure you that we will continue to monitor and educate our delivery boys and mechanics so that Such omission do not occur in the future.