Key Reforms and Consumer-Centric Measures
The PAHAL scheme standardizes Retail Selling Prices (RSP) for domestic LPG cylinders, with subsidies credited directly to eligible consumers’ accounts. Continuous improvements, such as Aadhaar-based verification, biometric authentication, and removal of duplicate or ineligible connections, have significantly strengthened the system.
Identification and blocking of ‘ghost’ accounts and inactive LPG connections have curtailed the diversion of subsidized LPG for commercial purposes, ensuring that benefits reach the intended consumers.
Database Deduplication and Biometric Authentication
The Common LPG Database Platform (CLDP) allows for systematic identification and removal of duplicate accounts using Aadhaar numbers, bank account details, Ration Card information, and other identifiers. This ensures an accurate beneficiary database for efficient subsidy transfer.
Biometric Aadhaar authentication drives have been undertaken for both PAHAL and Pradhan Mantri Ujjwala Yojana (PMUY) beneficiaries. As of November 1, 2025, 69% of existing PMUY beneficiaries have completed biometric verification, while all new connections undergo authentication prior to activation.
Weeding Out Ineligible Consumers
Since its inception, the PAHAL scheme has removed over 8.63 lakh inactive or duplicate PMUY connections. A Standard Operating Procedure (SOP) issued in January 2025 has further terminated around 20,000 inactive connections by November 1, 2025. These measures ensure that subsidies reach genuine beneficiaries efficiently and promptly.
Positive Consumer Feedback and Recommendations
A comprehensive third-party evaluation conducted by the Research and Development Initiative (RDI) found that over 90% of respondents were satisfied with the subsidy reimbursement process. The report highlighted the importance of strengthening payment infrastructure, grievance redressal systems, safety awareness, and outreach campaigns in local languages to improve adoption and safe usage of LPG.
Grievance Redressal Systems
LPG consumers can lodge complaints through multiple channels, including:
- Toll-free helpline: 1800 2333 555
- Public Sector Oil Marketing Companies (OMCs), official websites, and mobile applications
- Centralized Public Grievance Redress and Monitoring System (CPGRAMS)
- Chatbots, WhatsApp, social media platforms (Twitter, Facebook, Instagram, MoPNGeSEVA)
- Helpline for LPG accidents/leakages: 1906
- Direct complaints at distributor offices
Consumers can provide feedback on resolution, and reopen queries if unsatisfied with the response, ensuring accountability and improved service delivery.
