A duty-to-warn program is the ongoing safety-communication practice propane companies use to remind customers, in writing, how to recognize a gas leak, handle propane safely, and respond in an emergency. Most propane marketers run it as an annual mailing, sometimes paired with a digital or SMS touchpoint, sent to every active customer account, not just new hookups. The program exists because propane dealers have an ongoing responsibility to keep customers informed about safe use, storage, and appliance care, and because a documented, dated mailing record gives the dealer proof the warning was sent if a safety question ever comes up. A duty-to-warn program is a recurring, tracked communication effort, not a one-time delivery slip.
What goes into a duty-to-warn mailing
A typical mailing covers how to recognize the smell of propane (an added odorant, since propane itself is odorless), what to do if a customer suspects a leak, basic guidance on safe appliance use and storage, and contact information for emergencies. Content, mailing dates, and delivery confirmation are kept on file so the company has a record for every customer, every year.
If you smell gas right now
Leave the building immediately, do not operate light switches, appliances, or phones inside, and get everyone to a safe distance outdoors. Call 911 from a safe location. Only after you and everyone else are safe should you call your propane dealer to report the leak and arrange service.
Is it required, and how often does it need to go out?
Expectations for customer safety communication vary by state and by insurer — there is no single nationwide rule that fits every propane company the same way. Most dealers that run a formal program send it annually. Because requirements differ by state authority having jurisdiction and by insurer, verify your company's specific obligations with your state regulator, your insurance carrier, or legal counsel rather than assuming one standard applies everywhere.
How Propane Safety Pro handles it
Propane Safety Pro is a compliance and safety-training platform built for propane companies — CETP training, duty-to-warn documentation, emergency action plans, and fire-safety analysis in one system. Our Duty to Warn mailing service manages the customer list, prepares and prints the safety materials, mails them, and keeps the dated record on file, so your team stays focused on running the business instead of managing a mailing project. Companies that also run CETP training for technicians and emergency action plans use Propane Safety Pro to keep all of it — training records and customer communication — in one documented system.
Contact us to talk through how a duty-to-warn program would work for your customer list.
This page is general information for propane marketers and does not constitute legal advice. Duty-to-warn content, format, and frequency requirements can vary by state and by insurer — confirm your company's specific obligations with your state authority having jurisdiction, your insurance carrier, or legal counsel.