Kolkata: LPG consumers continue to face trouble during the delivery of cylinders, mostly because the delivery authentication codes (DAC) are not reaching them or are getting delayed, thanks to a glitch. This, despite oil marketing companies repeatedly assuring that the DAC flaw had been fixed. The OTP-based authentication mechanism, which is designed to enhance transparency and curb malpractice, is instead emerging as a bottleneck in the supply chain. Introduced as a mandatory step for cylinder delivery, customers have to provide the four-digit code, sent to their registered mobile numbers, to delivery persons when they arrive with cylinders. But many continue to complain they either do not receive the code at all or get it much later. “I booked my refill a week in advance and paid online but when the delivery person arrived, I had no DAC on my phone,” said Sunita Pradhan, a resident of Chetla. “He refused to hand over the cylinder without the code, and I had to reschedule the delivery. It’s frustrating.”Distributors, too, are feeling the strain. A local LPG distributor said, “DAC brings accountability. But the execution is problematic. When customers don’t receive the code, cylinders are not handed over, deliveries get delayed, and our people face the backlash.”“Even some former OMC officials face similar problems. OMCs must remove the glitches,” said Bijon Bihari Biswas, spokesperson for LPG distributors.An OMC official tried to defend, saying delivery men had the ability to generate OTPs on their apps at the time of cylinder delivery and receive it from the user. But a distributor pointed out that not all deliverymen had smartphones and not all could handle such apps. OMC officials still maintained the DAC was essential to ensure cylinders reached rightful consumers. “DAC strengthens operational transparency and helps us track deliveries in real time,” said an official. “If the code is not generated or shared, the delivery cannot be marked complete.” But in cases DAC is not available, the system continues to show the cylinder as part of the distributor’s inventory, even if it has physically reached the consumer. This creates discrepancy and complicates inventory management.Consumers are upset with booking cancellations and delayed refunds. A user shared their booking was cancelled due to an “error”, and despite the payment being done, neither a refund was processed nor a cylinder could be booked.An OMC official said consumers could check both SMS and emails for DAC or book on apps or contact distributors and customer care. Outdated mobile numbers could be updated by delivery persons on apps, he said. But consumers argued these were not practical steps during doorstep delivery. “Why should I log into apps or call customer care when a person is standing at my door with a cylinder?” said Samita De, a Haridevpur resident.
