Propane marketers face legal risks, as highlighted in a recent LP Gas magazine article. In the article, they discuss three primary areas of concern, along with additional potential liabilities that TPGA summarizes below:
Mistakes handling customer calls: Especially for out-of-gas and gas-odor calls.
Importance of proper training for Customer Service Representatives (CSRs) on how to handle these calls and follow established procedures.
Documentation of calls is crucial.
Faulty out-of-gas procedures: Not following proper safety measures can lead to accidents and lawsuits.
Leak checks are essential after every out-of-gas delivery or service interruption.
Gauges can be inaccurate, so the best practice is to check appliances inside the building physically.
Be extra cautious when new customers switch from another propane provider.
Incomplete documentation: Thorough records protect the marketer in case of legal disputes.
CSRs need to document the details of every customer call.
Service technicians must fill out paperwork accurately and completely, including details about the work performed and observations made at the customer's location.
Take photos of appliances, red tags, safety measures taken, etc.
The article also mentions additional risks to consider:
Inadequate Carbon Monoxide training for customers.
Outdated procedures for servicing regulators.
Ignoring safety codes and manufacturer recommendations.
Improper handling of propane cylinders.
Insufficient training for new employees.