These are not gifts of a grateful seller. But forcedpurchases of a hapless buyer. When Peter Fernandes from Assagao decided to movehouse, he applied for a gas connection from a Mapusa based agency. While hefound the process efficient, he was bemused when asked to also pay for a gasrange, gas lighter, regulator and flexible tubing as well. The board behind thecounter stated that purchasing add-ons wasn’t necessary but he was told it wasstandard practice. He paid his dues and got his connection. However, when heapplied for his second connection he was asked to purchase another appliance.“I ended up spending over Rs 3000 on needless appliances that I wouldn’t havenormally purchased,” says Mr Fernandes.
It is very clear that it is not mandatory for any customerto purchase add-ons from their LPG dealers. “Even the agencies have a noticedisplayed, which states that it’s not mandatory for customers to purchase anyitems from the dealer. In the event that a customer is forced to do so he canwrite file a complaint before the consumer conciliation committee” said RolandMartins, Convenor, Goacan.
Even the civil supplies department acknowledges the factthat any add-ons, besides the ones prescribed by the gas company, is illegaland it is sole responsibility of the gas agency to face action, if a consumerraises an alarm about being forced to buy add-ons along with the newconnection. “It’s not mandatory for anycustomer to purchase anything from dealer. Only the gas stove, which can bepurchased anywhere, should have an ISI mark. Till date we have not received anycomplaints regarding any dealer forcing customers to purchase add ons. However,if we do receive one, we shall take action” said Shripad Majik, Assistant Director,Civil Supplies.
John D’silva from Vasco became an exception to the rule ofpeople being forced to buy add ons, when he managed to get his connectionwithout any extra payments. However the process took much longer than expected.“I was told by a gas agency in Vasco to buy one of the listed add-ons, whichthey claimed was mandatory. When I refused and protested, the agency delayed ingiving me the connection but I finally won the battle and got my connectionwithout paying a rupee more,” D’Silva stated.
The gas companies “ HPCL, IOCL and even BPCL “ however claimthat there is no compulsion for customers to buy add-ons. “We have not made itcompulsory for any of customers to purchase any add- on product from thedealer. It’s up to customers. We do have tie up with a company in order toprovide better facilities to customers who would like to buy certain appliancesand utensils under the same roof. If a customer wishes to purchase a stove fromelsewhere, all he or she has to do is inform the dealer who will send atechnician to verify whether the purchased stove is ISI mark or not” said Arvind Singh, SeniorSales Officer, HPCL, Goa Area
Field officer IOCL Goa region, Nandkumar Aameshekar, adds, “With the connection we insist that customers that only purchase theSuraksha pipes from us, as they are not available with local dealers,” hestressed.
It is now crystal clear that there is no need or compulsionfor consumers to buy add-ons with new connections, however if the trendcontinues then consumers can surely protest and seek justice for unwarrantedpurchases.
