Mangaluru: SMS alerts sent by public sector oil marketing companies (OMCs) regarding the possible discontinuation of LPG subsidy triggered confusion and concern among domestic gas consumers in Mangaluru, including several customers who had voluntarily opted out of subsidy benefits nearly a decade ago.

The messages, sent in English and Kannada, informed consumers that their subsidy could be discontinued because their annual taxable income or that of a linked family member exceeded ₹10 lakh. The SMS also advised customers to dispute the claim within seven days through a toll free number or grievance portal.

The sudden communication led to panic among many customers, particularly those already receiving non-subsidised LPG cylinders for several years.

Message mentions income tax records

The SMS circulated on Sunday by HP Gas read: “As per the available income tax records, your (or linked family member’s) gross taxable income exceeds the prescribed limit of ₹10 lakh. If you wish to dispute this, please contact the toll free number 18002333555 or register grievance… within seven days of receipt of this message. If no response is received within the stipulated period, the LPG subsidy may be disconnected thereafter.”

On Monday, several consumers also received the same message in Hindi, further widening confusion among customers across the region.

Many recipients were puzzled because they had voluntarily surrendered LPG subsidy benefits years ago under the “Give It Up” campaign launched by the Union government. Such customers said they were already purchasing cylinders at market price without availing any subsidy support.

Consumers struggle to get clarification

Several customers attempted to contact their respective gas agencies immediately after receiving the message. However, many claimed that repeated calls to distributors went unanswered.

After multiple attempts, some consumers managed to connect with the toll free helpline mentioned in the message. According to customers, officials at the helpline clarified that the SMS had been issued as a general communication to all HP Gas consumers, including those who had already opted out of subsidy benefits.

Despite the clarification, some consumers expressed dissatisfaction over the lack of proper explanation in the message itself, arguing that the wording unnecessarily created fear among the public.

One customer stated that when he attempted to formally register a grievance despite being a non-subsidy consumer, the helpline personnel allegedly refused to accept the complaint. Following this, he submitted a complaint through the Central Grievances Redressal and Monitoring System under the Ministry of Petroleum and Natural Gas.

Similar complaints from Indane consumers

The confusion was not limited to HP Gas consumers alone. A non-subsidy customer using Indane LPG services also reportedly received a similar message and later posted his grievance on social media platform X.

Consumers questioned why messages warning about subsidy disconnection were sent indiscriminately without verifying whether recipients were actually availing subsidy benefits.

Several residents said the communication should have clearly differentiated between active subsidy beneficiaries and customers who had already surrendered subsidy eligibility.

Some consumers also feared that such messages could be misused by fraudsters to target people through fake calls or phishing attempts in the name of LPG verification or subsidy restoration.

Officials to examine the issue

Deputy Director of Food and Civil Supplies D. Nagaraj said the matter would be discussed with HP Gas officials to understand the reason behind the mass circulation of the message.

Officials are expected to seek clarification on whether the SMS was part of a routine verification exercise related to income eligibility norms or whether it was mistakenly issued to all consumers irrespective of subsidy status.

Under existing LPG subsidy rules, households with annual taxable income above ₹10 lakh are not eligible for subsidised domestic LPG cylinders. The income ceiling applies collectively to spouses as well.

However, many consumers in coastal Karnataka had voluntarily surrendered their subsidy benefits years ago and therefore found the latest communication unnecessary and misleading.

Need for clearer consumer communication

Consumer rights activists said government-linked agencies and public sector companies must ensure greater clarity while issuing mass communication to avoid unnecessary panic.

They pointed out that official messages involving subsidy disconnection, taxation and eligibility criteria should include proper explanation and consumer-specific details to prevent confusion.

Experts also stressed the importance of responsive customer support systems, noting that many consumers struggled to get timely clarification after receiving the SMS.

As concerns continue to circulate among LPG users in Mangaluru and nearby districts, consumers now await an official clarification from the concerned oil marketing companies regarding the scope and purpose of the messages.