Central Information Commission
Vikas Verma vs Bharat Petroleum Corporation Limited ... on 23 October, 2024
Author: Heeralal Samariya
Bench: Heeralal Samariya
के न्द्रीय सूचना आयोग
Central Information Commission
बाबा गंगनाथ मागग, मुननरका
Baba Gangnath Marg, Munirka
नई दिल्ली, New Delhi - 110067
नितीय अपील संख्या / Second Appeal No. CIC/BPCLD/A/2023/652553.
Shri Vikas Verma. ... अपीलकताग/Appellant
VERSUS/बनाम
PIO, ...प्रनतवािीगण /Respondent
Bharat Petroleum Corporation Limited.
Date of Hearing : 08.10.2024
Date of Decision : 08.10.2024
Chief Information Commissioner : Shri Heeralal Samariya
Relevant facts emerging from appeal:
RTI application filed on : 30.05.2023
PIO replied on : 23.06.2023
First Appeal filed on : 20.07.2023
First Appellate Order on : 27.07.2023
2 Appeal/complaint received on
nd : 24.11.2023
Information soughtand background of the case:
The Appellant filed an RTI application dated 30.05.2023 seeking information on following points:-
"Non-Delivery of LPG Cylinder Refill (LPG Id is 10000000110300929) despite successfully booking it on D6 May 2023, through the Hello BPCL online app and making the payment online. I have yet to receive the refill cylinder from Dist code 113525. I kindly request the following information. Para 1. Confirmation of Payment and Booking: The booking ID is 176. Records available with the dealer are attached. Please verify the correctness and confirm if the payment and booking were successful. Para 2. Complaints Filed: I promptly reported the non-delivery to customer care helpline at 1800224344 and filed three separate complaints with case numbers: 05851324, 05846139, and 05830919. I would like to know if any conclusive action taken.
Page 1 Para 3. Email Communication: In addition, I sent emails to [email protected], [email protected], and [email protected]. I received a ref no 05851533. I request an update on the progress made in response to my emails. Para 4. NAC Docket Number: Subsequently, I filed a complaint with the NAC (National Consumer Affairs) with docket number 4570138. However, I was advised to contact Mr. Naveen Kumar once again. I would like to understand the status of my complaint at BPCL, any further steps that need to be taken by me.
Para 5. Sales Manager Engagement: I have made repeated requests to Mr. Naveen Kumar, at 9115002005, urging him to resolve the issue besides providing all relevant details. Please provide information regarding any conclusive action taken by Mr. Naveen Kumar in response to my requests or on other complaints filed by me with NAC and BPCL Etc."
The CPIO, Chief Marketing Manager (LPG) vide letter dated 23.06.2023 replied as under:-
"1. Booking & online payment by customer was successful.
2. However, the online payment done by customer has not been received by distributor in his account, Information in this regard has been given to HQ regarding the same. The distributor was advised to fill up the forms for onboarding on online platforms to receive online payments. This is a project distributorship (Special distributor given to Government agencies) & they have been reluctant in receiving payments through online mode. The earlier manager Mr Sheikh has been transferred & new manager Mr Bhanwaria has taken over, some time was lost due to handing over-taking over.
3. Based on your complaints the distributor has been given written instruction to deliver the cylinder & submit forms for onboarding on online platforms.
4. Distributor has been given written instruction to deliver the cylinder & submit forms for onboarding on online platforms. No further steps needed to be taken by customer. 5. Sales Manager has already informed the distributor to resolve the issue. However if unsatisfied we are also sharing the details of the line manager i.e. Territory Manager of Piyala Etc."
Dissatisfied with the response received from the CPIO, the Appellant filed a First Appeal dated 20.07.2023. The FAA, Head (LPG) vide order dated 27.07.2023 stated as under:-
"We have perused all relevant documents and the reply given by concerned CPIO - BPCL LPG Delhi vide his letter reference no. BPCLD/R/P/23/01 dated 23.06.2023. We found the concerned CPIO - BPCL LPG Delhi has already replied to the queries raised by you. Hence, this appeal is disposed of, as it Page 2 does not warrant any further interference from our side. We would like to inform you that in case you are not satisfied with the reply given by undersigned you have the option to submit an appeal to Chief Information Commissioner (CIC), which is the remedy specified in the Section 19(3) of the Right to Information Act, 2005, within a period of 90 days. The details of the CIC is as under."
Aggrieved and dissatisfied, the Appellant approached the Commission with the instant Second Appeal.
Facts emerging in Course of Hearing:
The Appellant had filed RTI seeking information regarding that confirmation and payment details concerning the LPG gas cylinder booked by him.
Appellant: Present Respondent: Shri Yogesh Pandey DGM &CPIO The Appellant reiterated the contents of his RTI Application and his dissatisfaction with the reply received from the CPIO.
The Respondent vide its oral submissions made during the hearing and the written submission dated 04 Oct 2024, re-iterated the reply of CPIO/ FAA that Booking & online payment by customer was successful. However, the online payment done by customer has not been received by distributor in his account, Information in this regard has been given to HQ regarding the same. The distributor was advised to fill up the forms for on-boarding on online platforms to receive online payments. This is a project distributorship (Special distributor given to Government agencies) & they have been reluctant in receiving payments through online mode.
The Respondent during the hearing stated that 74 number of Project / Special distributors allotted by Bharat Petroleum Corporation Limited in various states to the units of Indian Navy/Indian Air Force/ Indian Army. Out of these 74 distributorships, 19 distributors as per the submission dated 09 Oct 2024 have not been on-boarded to the online platforms as on 01.10.2024 which tends to create hurdles in the smooth & hassle free distribution of LPG cylinders.
Decision:
Upon the perusal of the case records and the written submission dated 04 Oct 2024, the Commission is of the view that a correct & appropriate reply has been furnished to the Appellant. The CPIO is directed to send a copy of Page 3 written submission dated 04.Oct 2024 to the Appellant within 10 days from the date of receipt of this order and to further send a compliance report of this order to the Commission within 01 week thereafter.
Further, the Commission noted that promoting digitalization among defence forces is the need of the hour. In the line with the Government's Vision for a digital India, the Commission would like to advise the Secretary, (HQ), Defence Ministry to promote digitalization among defence force to enhance operational efficiency & effectiveness. Further, it is also advised that information/ list of names of 19 LPG distributors which are not on online platforms must be uploaded on the official website for the convenience of the customers. The Registry of this Bench is directed to mark a copy of this order & copy of written submission of CPIO dated 04.10.2024 to the O/o Defence Secretary for the kind perusal.
In the light of above facts no further intervention of the Commission is required. Thus, the Appeal stands disposed off.
Heeralal Samariya (हीरालाल सामररया) Chief Information Commissioner (मुख्य सूचना आयुक्त) Authenticated true copy (अनिप्रमानणत सत्यानपत प्रनत) S. K. Chitkara (एस. के . नचटकारा) Dy. Registrar (उप-पंजीयक) 011-26186535 Copy to: O/o Defence Secretary South Block, New Delhi-11 Page 4 Recomendation(s) to PA under section 25(5) of the RTI Act, 2005:-
Nil Powered by TCPDF (www.tcpdf.org)