CEEW

DBTL Impact assessment - Distributor Questionnaire

Hello, Can I speak to [Distributor’s Primary Contact Name]? I’m ___________, calling from Sigma Research, a survey organization in Delhi. We’re conducting a survey on behalf of Ministry of Petroleum and Natural Gas, to understand the distributor’s experience on DBTL/PAHAL scheme for LPG. The survey will take about 10-15 minutes. Would you like to participate?

0 No 1 Yes

1. What is the total number of domestic connections you serve? ____________ (Numerical Figure) 2. What is the share of urban connections in overall domestic consumer base? _______ % 3. What is your monthly refill rate for domestic cylinders? ___________ (No. of cylinders) 4. What proportion of domestic customers is enrolled in the DBTL scheme? ______% 5. What proportion of your customers has enrolled in DBTL via ADHAAR? ______ % 6. What proportion of your customers has enrolled in DBTL via direct bank seeding? ___ % 7. In your view, which method of seeding is easier, Aadhaar or Direct bank account based?

1 Aadhaar Seeding 2 Bank account Seeding

8. What were the main problems encountered with Aadhaar seeding? 1 Document verification/ form submission at bank 2 Document verification/ form submission at Aadhaar centre 3 Multiple bank accounts 4 No bank account 5 Slow or complex process 6 Other (specify) ____________

9. Which were main problems encountered with bank-account seeding?

1 Document verification/ form submission at bank 2 No bank account 3 Other (specify) ____________

10. Is there any impact of DBTL on your number of active domestic connections?

0 No 1 Yes If Yes: 10.1. Has the number of active domestic connections increased or decreased?

1 Increased 2 Decreased 10.2. What do you think is the reason for this change?

___________________________ (record verbatim, postcode) 11. Is there any impact of DBTL on your monthly refill rate of domestic cylinders?

0 No 1 Yes

If Yes:

11.1. Has the refill rate of domestic cylinders increased or decreased? 1 Increased 2 Decreased

11.2. What do you think is the reason for this change? ___________________________ (record verbatim, postcode)

12. Do you serve industrial or commercial consumers (19 kg cylinders)? 0 No (skip to 13) 1 Yes

If Yes: 12.1. What is the number of industrial/commercial connections are you serving?

________ (Numerical Figure) 12.2. Is there any impact of DBTL on your number of industrial/commercial

connections? 0 No 1 Yes

If Yes: 12.2.1. Has the number of industrial/commercial connections increased or decreased?

1 Increased 2 Decreased 12.2.2. What do you think is the reason for this change?

_______________________ (record verbatim, postcode) 12.3. Is there any impact of DBTL on your monthly refill rate of industrial/commercial

cylinders number of connections? 0 No 1 Yes

If Yes: 12.3.1. Has the refill rate of industrial/commercial cylinders increased or decreased?

1 Increased 2 Decreased 12.3.2. What do you think is the reason for this change?

_____________________ (record verbatim, postcode)

13. What main challenges were faced by you during roll-out of DBTL scheme? _______________ (record verbatim, and post codes) 1 Handling subsidy related queries 2 Getting customer to become CTC (convincing them to join Pahal/DBTL) 3 Handling Bank Seeding issues 4 Handling Aadhaar Seeding issues 5 Training Staff for data entry 6 Filling forms on behalf of customers/ Guiding customers on filling forms 7 Training Delivery Men 8 Other _______________________

14. How would you rate the support of Oil Marketing Companies to distributors, for DBTL

enrolment process? 1 Poor support 2 Neutral 3 Good support

15. Has Oil Marketing Company provided any compensation towards the cost incurred for DBTL enrolment process of consumers?

0 No 1 Yes If Yes: 15.1. Was the compensation sufficient to cover the incurred costs?

0 No 1 Yes

16. With whom, most of the complaints related to DBTL got resolved? 1 Distributor 2 Banks 3 Oil Marketing Company 4 Others (specify)________________

17. Are banks co-operative and helpful in handling/solving customer complaints when

contacted by distributor? 0 No 1 Yes

18. In your view, what has been the impact of DBTL on controlling/eliminating multiple connections? 1 Nothing/Insignificant 3Significant 4 Very significant

19. In your view, what has been the impact of DBTL in controlling the diversion/black marketing of LPG cylinders? 1 Nothing/Insignificant 3Significant 4 Very significant

20. Do you think the government has benefitted from DBTL/Pahal scheme? 0 No 1 Yes

21. Do you think the customers has benefitted from DBTL/Pahal scheme? 0 No 1 Yes

22. How do you think DBTL has impacted you? 1 Positively 2 Neutral 3 Negatively

23. Has DBTL impacted the timely availability of cylinders for you from bottling plants? 0 No 1 Yes

24. Any comments / advice to be incorporated for DBTL/Pahal in future?

_______________________________________________________________________________________________________________________________________________________________________________________________________________

CEEW DBTL Impact Assessment – Consumer Survey

DBTL IMAPCT ASSESSMENT QUESTIONNAIRE SRC/May

2015 Meta-data: A. Name of the consumer: __________________________________________

B. Consumer ID: _________________________________________________

C. State: Gujarat 1 Haryana 2 Kerala 3

D. District: ______________________________________________________ E. Name of Interviewer: ___________________________________________

F. Interviewer Code ______________________________________________

G. Supervisor Name: ______________________________________________

H. Supervisor Code: ______________________________________________ Brief introduction to the respondent: Hello/Namskar, Can I speak to ________________________________? I am ________________________ speaking, I work with Sigma Research, a survey organisation We are conducting a survey on behalf of Ministry of Petroleum & Natural Gas. We want to know about your experience related to LPG subsidy in bank account. This survey will take about 15 minutes. Would you like to participate? Q No Question Coding Category Skip 0 [*FOR INTERVIEWER : TO BE

FILLED WITHOUT ASKING *] Able to speak to the connection owner?

Yes and willing .................... ............ 1 Yes, but not aware ..................... ............ 2 No .......................................... ............ 3

Q1

0.A

ASK IF 2 or 3 CODED IN Q0: Can I speak to the decision-maker of your family?

Yes ............................................ ............ 1 No ............................................. ............ 0

Thank & Close

0.B

ASK IF YES IN Q0 What is your relationship with the owner of LPG connection?

Spouse ........................................ 1 Parent ......................................... 2 Son/Daughter ............................. 3 Other (specify)_____________ . 4

1 Where are you located? Is this location urban or rural?

Urban ......................................... 1 Rural .......................................... 2

2 How many members are there in your family?

(Numerical figures)

3 What is your educational qualification?

No formal schooling ............... 1 Up to 5th standard ...................... 2 Up to 10th standard .................... 3 12th standard or diploma ........... 4

CEEW DBTL Impact Assessment – Consumer Survey

Q No Question Coding Category Skip

Graduate and above ................ 5 4 In addition to LPG, do you use any

other fuel for cooking food?

Yes .......................................... 1 No ........................................... 0

Q5

4.A

Which other fuel do you use?(*mark all applicable – don’t read options*)

Firewood ................................ 1 Kerosene ................................. 2 Coal or Charcoal ..................... 3 Dung cakes .............................. 4 Piped Natural Gas (PNG)........... 5 Other(SPECIFY)______________ 6

5 On an average, how long does one cylinder last for in your household? IF RESPONSE IS GIVEN IN MONTHS, CONVERT TO DAYS AND RECORD

(Number of Days)

5.1 Do you own a car? Yes ............................................. ............ 1 No .............................................. ............ 2

5.2 Do you own AC? Yes ............................................. ............ 1 No .............................................. ............ 2

5.3 Do you own fridge/ refrigerator? Yes ............................................. ............ 1 No .............................................. ............ 2

5.4 Do you own scooter/motorcycle? Yes ............................................. ............ 1 No .............................................. ............ 2

6 Do you have an Aadhaar/ UID Card? Yes .......................................... 1 No ........................................... 0

7 Do you know about Government of India’s DBT (Direct Benefit Transfer) scheme for LPG

Yes .......................................... 1 No ........................................... 0

Q8

7.A If No: Interviewer please Briefly Describe “Under DBTL Scheme/PAHAL Yojna, Government of India provides subsidy for domestic LPG gas cylinder directly to the customer’s bank account, for up to 12 cylinders a year”

8 Are you enrolled in the DBTL scheme?

Yes .......................................... 1 No ........................................... 0

Q9 Q8.A

CEEW DBTL Impact Assessment – Consumer Survey

Q No Question Coding Category Skip 8.A Why did you not enroll in the scheme?

(RECORD VERBATIM AND POST CODE WITH FOLLOWING OPTIONS ) AFTER ASKING THIS QUESTION SKIP TO Q16

I am not interested in getting subsidy .... 1 My society provides a Pipeline Gas connection ................................ .... 2 I am unaware of the process of joining the scheme ............................... .... 3 I don’t have a bank account .... .... 4 I don’t have an Aadhaar number .... 5 I don’t have both, a bank a/c as well as an Aadhaar number ............. .... 6 Joining the scheme is a lengthy process 7 Bank is not accepting my documents ... 8 Distributor is not accepting my documents .... 9 I have an a/c with Post Office / Co-operative bank but they are not accepting Aadhaarcard 10 I don’t have the time for joining the scheme ................................................. 11 I don’t think joining the scheme will make any difference ............................ 12 I already get the LPG cylinders at a very good rate ...................................... 13 I have submitted the documents at the bank ....................................................... 14 I have submitted the documents at the distributor ............................................. 15 I have no intentions in joining the scheme ................................................. 16 Others (SPECIFY ) .................... ............ 17

9 How did you first come to know about the PAHAL (DBTL) initiative? (RECORD VERBATIM AND POST CODE WITH FOLLOWING OPTIONS)

Newspaper/Magazine .... ............ ............ 1 TV Advertisement ...... ............ ............ 2 Radio Advertisement ............ ............ 3 Billboard/Poster/Hoardings ..... ............ 4 Banner at LPG distributor ....... ............ 5 Call/SMS from LPG Distributor .......... 6 Internet Advertisement/Website ........... 7 Relative/Colleague/Other Reference .............................................. 8 Others (SPECIFY)_____________ ........ 9

10 Did you make the use of Aadhar card for enrolling in the DBTL scheme?

Yes .......................................... 1 No ........................................... 0

Q10.A Q10.B

10.A ASKIF YES IN Q10:

10.A.1 How many times did you visit Bank for enrollment?

10.A.2 How many times did you visit Distributor for enrollment?

10.A.3 How many times did you visit the UID-Aadhaar center? SKIP TO Q11

CEEW DBTL Impact Assessment – Consumer Survey

Q No Question Coding Category Skip 10.B Ask If ‘NO’IN Q10: 10.B.1 How many times did you visit Bank

for enrollment?

10.B.2 How many times did you visit Distributor for enrollment?

11 Did you use an existing bank account or open a new account for DBTL enrollment?

New A/c ........................................... 1 Existing A/c ......................................... 2

Continue Q13

12

Was this account opened under the PM Jan DhanYojana?

Yes .......................................................... 1 No ........................................................... 0

13 How easy or difficult was it to enroll for DBTL?

Difficult ............................................ 1 Moderate .............................................. 2 Easy ............................................ 3

Continue Q14 Q14

13.A What was the main reason of difficulty? ___________________________ (RECORD VERBATIM AND POST-CODE)

Bank confirms that Aadhaar number is seeded, but Aadhaar number was still not seeded. ........................ ..... 1 Due to spelling mismatch in Aadhaar card and LPG account, OMC was not accepting it for seeding ........... ..... 2 Due to spelling mismatch in Aadhaar card and bank account, bank not accepting for seeding. ............. ..... 3 My bank acount number was wrongly entered in my LPG account. ..... ..... 4 I enrolled long time ago in Aadhaar but did not have EID/any acknowledgement with me. ..... ..... 5 Shifting of linked account from bank A to bank B. ............................. ..... 6 My Aadhaar number was wrongly entered in my LPG account. ..... ..... 7 I have re-seeded Aadhaar in a new bank B. Earlier I linked in Bank A. Amount continues to be received in Bank A 8 Bank had wrongly entered my Aadhaar number/ 17 digit LPG ID against my bank account. ................................. 9 I have enrolled but not got my Aadhaar number so far. ................................ 10

CEEW DBTL Impact Assessment – Consumer Survey

Q No Question Coding Category Skip

OMC told me that my Aadhaar is inactive in my bank despite my having given it to them. ............................. 11 Bank was not accepting E-Aadhaar for seeding my account. ....................... 12 I did not have bank account. ......... 13 I needed to correct address/name in my Aadhaar. ......................................... 14 I wanted to enroll in Aadhaar but no center is available nearby. .............. 15

14 Were you faced with any instance of corruption or harassment during the enrollment process?

Yes ................................................... 1 No ........................................................ 0

Q15

14.A

From whom did you face such an issue?

Distributor ............................................ 1 Bank personnel .................................... 2 UID Authority ....................................... 3 Other (SPECIFY ) _________ ................ 4

15 Post enrolment in DBTL, how many cylinders did you buy?

(Numerical Figure)

15.A Have you received subsidy in your account?

Yes ................................................... 1 No ........................................................ 0 Don’t Know .......................................... 2

Q16 Q16

15.B

For how many cylinders have you received subsidy in your account?

(Numerical Figure)

16 According to you, what is the main objective of thePAHAL (DBTL) initiative? (RECORD VERBATIM AND POST CODE WITH FOLLOWING OPTIONS)

It is a government initiative to improve availability of LPG cylinders ..... ... 1 It is a government initiative to eliminate diversion / leakages of LPG cylinders ... 2 It is a government initiative to ensure benefits of the subsidy on LPG cylinders reaches consumers ...... ... 3 It is a government initiative that transfers subsidy for gas cylinders directly to bank account of the consumer ............................................... 4 Others(SPECIFY)__________ ............... 5

17 Has the timely delivery of the cylinders improved, deteriorated or remained same in the last two months?

Improved ............................................. 1 Deteriorated ........................................ 2 Remained Same .................................. 3

CEEW DBTL Impact Assessment – Consumer Survey

Q No Question Coding Category Skip

18 How satisfied are you with your current LPG distributor?

Satisfied ............................................... 1 Neutral ................................................. 2 Dissatisfied ............................................ 3 Don’t know / Can’t say ........................ 4

19 Are you aware that you have a choice of giving up the subsidy on LPG cylinderseven after joining PAHAL (DBTL)?

Yes ................................................... 1 No .......................................................... 0

20 Would you be willing to give up the subsidy on your LPG cylinder?

Yes ................................................... 1 No .......................................................... 0

21 ASK URBAN CONSUMERS ONLY (1 CODED IN Q1): Would you like to move to PNG, if given the option?

Yes ................................................... 1 No .......................................................... 0

This is the End of our Questionnaire. Thank You So Much for your Time.