Indane gas- regulator replacement
Egulator replacement - problem

Sir The regulator provided with the LPG connection (long back provided now become defective - needs replacement). i hv sent my brother for surrender of the defective regulator seeking replacement. Sree Chella Gas company in Selaiyur our dealer - they told that the consumer in whose name the gas connection is there has to come in person and collect the replacement regulator. What is this atrocity? I have sent along with my borther our ration card, Consumer deposit certificate alloting the gas, in proof of my seeking replacement. in spite of this, i was asked to come in person which i cannot - if some one is not feeling well, or out of station who cannot go in person what is the remedy?? Does the consumer has to suffer with the defective regulator and end up with an accident?? what is the remedy can any one clarify the right procedure on the subject