Propane is a safe, efficient and dependable energy source used by millions of homes and businesses every day. Its strong safety record is not accidental. It is the result of well-designed systems, professional installation and service, and informed customers. Clear and consistent communication about propane safety plays a critical role in ensuring propane continues to be used safely and responsibly.
For the past two decades, I have been investigating propane incidents from both a safety and legal perspective, and I have seen firsthand how critical customer safety communication can be. Many of the incidents I have reviewed did not involve defective equipment or improper installations. Instead, they were often traced back to uninformed customers. Those customers, for example, included those who did not recognize the smell of propane, were unaware of what to do after a service interruption, or attempted to fix or restart equipment on their own, which resulted in significant events. In several cases, a brief conversation, a clear written notice or a seasonal reminder could have prevented the incident entirely.
Providers & Customers Share a Safety Responsibility
These experiences have reinforced that propane safety is a shared responsibility between propane companies and our customers. While trained technicians install, inspect and maintain propane tanks and systems, customers interact with those every day. They operate appliances, use outdoor equipment and are often the first to notice something unusual. When customers understand how propane systems work and know the warning signs, potential problems can be addressed before they escalate.
Effective safety communication helps prevent incidents before they happen. During investigations, I have repeatedly seen situations where customers did not intend to do anything unsafe, but their action or inaction resulted in an incident. Clear guidance on customer responsibilities and what the propane company provides is essential. In addition, industry resources, such as those provided by the Propane Education & Research Council, help establish a consistent baseline through customer-friendly videos, brochures and educational materials.
Emergency Events
Communication becomes even more critical during emergency situations. In cases involving suspected leaks, the difference between a close call and a serious incident often came down to how a customer responded in the first few moments. Customers who had been properly educated understood how important it is to leave the area immediately, avoid ignition sources and contact their propane provider or emergency services from a safe location. Those who have not received that education may hesitate, disregard the risk or take actions that increase the risk.
Ongoing safety communication also builds trust and confidence. I have seen how documented, consistent customer communication demonstrates a company’s commitment to safety. Customers who feel informed and supported are more engaged, more willing to follow safety guidance and more likely to reach out to you with questions before a small issue becomes a major problem.
Shifting Seasons
Propane safety needs also change with the seasons. Winter weather introduces risks related to snow and ice buildup around tanks and regulators, while warmer months bring increased use of grills and outdoor appliances. Power outages, flooding and severe weather events add additional variables. Proactive seasonal communication helps customers understand these risks before conditions arise, rather than after an incident occurs.
Clear safety messaging also supports compliance with industry standards and best practices. When customers understand why certain procedures are required, such as leak checks after service interruptions or maintaining proper clearances around tanks, they are more likely to cooperate and see safety requirements as protections rather than inconveniences.
A strong safety culture is built through repetition and consistency. In my experience, safety communication should never be a one-time conversation. It must be reinforced through ongoing reminders and education so safe behavior becomes routine rather than reactive.
Ultimately, effective communication about propane tank and gas system safety protects everyone involved. It protects customers and their families, supports drivers and service technicians in the field and strengthens the propane companies that serve their communities. Based on what I have seen through years of incident investigations, clear communication is not optional; it is foundational in keeping propane safe, trusted and reliable.
