Establish written procedures to prevent dangerous propane accidents.

At 8:10 a.m., a liquid petroleum (LP) customer calls to report they need a delivery and are out of gas. What happens next could mean the difference between a good day or a bad day for the customer and the propane retailer.

Having a good day starts with a formal written program that is followed for out-of-gas calls from customers, as well as written procedures that office personnel, LP drivers or service technicians follow when out-of-gas calls are received.

Taking the call

For all out-of-gas calls, trained office personnel should complete an out-of-gas form. The form should include:
  • Customer’s name, address, phone number(s), contact person
  • Date and time of call
  • Instructions for the customer to close the tank main shutoff valve
  • Scheduled delivery or will call customer
  • Schedule a time for the customer to be present (18+ years) and building is accessible for:
    • Delivery
    • Leak check & visual inspection of the LP system
    • All pilot lights re-lit & appliances placed back into service
  • Name of employee receiving the call

The office personnel should inform the customer of the company’s out of gas policy and any charges if applicable. The company should send an out of gas service request to its LP driver or service technician.

Making the delivery

Upon arrival, the technician must:
  • Confirm the customer is present and the service valve is closed
  • Inspect the entire LP system (tank, regulators, piping, appliances)
  • Pressurize the tank and perform a leak check per NFPA 54–58 or company policy
If the leak check fails:
  • Make necessary repairs
  • If repairs can't be completed, secure the system (e.g., POL lock)
Once leak-free:
  • Fill the tank, purge the system, relight pilot lights, and restore appliances
  • Document all actions on the work order (time, pressure, repairs, relights)
  • Have the customer sign the form and provide them with a copy and safety pamphlet

Prompt response saves lives

Out-of-gas or “I Smell Gas” calls must be handled promptly and consistently. Without written procedures, risks increase—potentially leading to explosions, injuries, property damage, and business losses.

Nationwide claims data highlights the importance of:

  • Documented leak checks for every call
  • Formal training for all LP employees and office staff
  • Regular verification that procedures are followed

Additional consequences can include loss of customers, skilled employees, irreversible damage to your business reputation, costly legal fees and higher insurance premiums or loss of coverage.

References
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