Customer Management : Sui Southern Gas Company Limited

Submission and Registration of Application for new Domestic Gas Connection

Applications on prescribed form (RT-1) in pink color for new domestic gas connection will be received at Sales Receiving counter through SSGC’s registered Low Pressure Gas Piping Contractors along with the following documents:

Copy of N.I.C. of applicant

Nearest meters No. and copy of gas bill

Pay order for connection charges in favor of SSGC

The Receiving Officer will check the validity of pay order, name / address and the documents attached with application form (RT-1) thoroughly to ensure that all columns are properly filled in and that the applicant’s signature matches with those appearing on his National Identity Card. Application on plain paper shall not be accepted.

1.	The Houseline contractor will submit a declaration for with the application that SSGC’s underground gas distribution main network exists in front of the applicant’s premise. Only those applications will be considered and processed which are located on distribution main.

2.	Each application form contains pre-allotted Sketch Number that will be registered in Sales Computer database on daily basis for further tracking and monitoring.

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Submission and Registration of Application for new Commercial Gas Connection


1.	Initially a rough sketch will be submitted through Houseline Contractor along-with following pre-requisite documents:

	a.	Valid Trade License from concerned Civic Authority.
	b.	Copy of N.I.C.
	c.	Copy of ownership document of property/shop where connection is required.
	d.	Nearest gas bill.
	e.	Estimate/quotation of internal houseline fitting charges.
	f.	In case of tenant, tenancy agreement, N.I.C. copy and NOC from landlord

2.	The rough sketch shall be registered manually and allotted a registration number. No registration fee is recovered from the applicant. Survey Officer will authorize the contractor to carry out internal houseline.

3.	On receiving the rough commercial sketch, Premise will be surveyed to ascertain the possibility of providing gas connection, connected gas load, size and route of internal houseline and nature of business. If the rough sketch is found in proper order, Survey Officer will authorize the contractor to carry out internal houseline.
4.	The contractor will submit proper application form (RT-1) in green Color for approval.


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Processing of Application Domestic and Low Pressure Commercial

SSGC has registered a number of contractors to carry out internal low-pressure houseline work who submit application form (RT-1) after inspection of the premise and carrying out internal houseline

Initial data entry of application will be made in the Sales database

Applications will be technically examined by the Sales Survey Officer and if found OK in all respect, approval of domestic connections will be granted and authorized for payment on NO VISIT BASIS. 05 to 10 % applications will be physically surveyed on random basis to confirm address and sketch as per physical position. However, the commercial connection cases are 100% physically checked by an Engineer of Sales Department. Survey Officer/Engineer maintains the record of approved cases on daily basis and pass on for payment of pay order in Company’s bank account. Un-approved applications will be returned to the contractor giving the reason of not approving.

The authorized / approved applications (RT-1) will be brought for payment to the computer Section. The pay orders with payment list prepared by the Sales Computer will be presented to bank's staff for payment. The original payment receipt will be given to the contractor who will further deliver the same to the applicant. This receipt will be the proof of acknowledgment.

The Data Processing Section after payment will generate Test Form of each application. The Test Form contains the name/address of applicant, sketch / account number, payment date and service code

The In charge of Test Form Section will check and verify the particulars of test form with the application form attach two copies of approved sketch / layout plan and dispatch the test form to Utilization Department for execution of job.

After dispatch of test form all data entries will be updated in the computer

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Gas connection Charges

The following charges will be recovered as prescribed by Oil & Gas Regulatory Authority

DOMESTIC
a	Plot size up to 300 sq. yards (10 marlas)	Rs.1500/-
b	Plot size above 300 sq. yards	Rs.3000/-
c	Gas Supply Deposit (for one kitchen)	Rs. 500/-
d	Gas Supply Deposit (for one water heater/room heater)	Rs.500/-
e	Gas Supply Deposit (for additional one kitchen)	Rs.500/-
f	For additional gas appliances, gas operated generator and chillers Gas Supply Deposit will be determined separately.

COMMERCIAL
a	Connection Charges	Rs.5000/-
b	Gas Supply Deposit will be determined equivalent to three months estimated gas billing on the basis of connected gas load NOTE: No any urgent fee will be recovered. Stamp Duty on each contract from of application @ Rs. 50/- will be paid bye the company to the Government of Sindh	Rs.3000/-

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Conversion from Domestic to Commercial

On Customer’s own request.
1.	The existing domestic customer for change of tariff to commercial will submit an application. The following documents will be required to submit along-with the application.

	a.	Copy of last paid bill
	b.	Attested copy of valid trade license issued by the concerned Civic Authority
	c.	Attested copy of N.I.C.
	d.	Attested copy of ownership document of the property
	e.	In case of tenant, tenancy agreement and NOC of landlord
2.	Physical inspection of the premise will be conducted to ascertain the size of houseline, nature of business, number & type of burners with connected load.

3.	Billing clearance of existing domestic account will be obtained from the concerned billing zone. If the customer is already found using gas for commercial purposes, the difference of gas tariff charges will be recovered by the Billing Department.

4.	A fresh commercial account number will be allotted and fresh contract be signed by the applicant.
5.	The following charges will be recovered:
		Tariff conversion charges Rs.5500/-
		Gas Supply Deposit equivalent to three-month billing and connected gas load
		Reconnection fee of Rs.500/- in case supply is disconnected
In case of violation detected by the Company.
6.	When the company detects a contractual violation, the gas supply will be first disconnected on account of un-authorized use of gas for commercial purposes. Before the change of tariff case is processed, the up-to-date gas bills and difference of gas tariff charges are recovered by the Billing Department. The claim of difference of gas tariff charges will be prepared by the Billing Department. The procedure for processing shall be same as followed in clause 2.1.16. Finally the Billing Department is advised to bill the customer on commercial tariff.


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Conversion from Commercial to Domestic


1.	On receiving the customer’s request the premise will be physically checked to confirm whether all burners and gas installation for commercial use have been removed and the premise shall be used for only domestic purposes. Fresh account number and contract shall be signed.

2.	Finally, Billing Department will be advised to recover the following charges from the customer and change the tariff from commercial to domestic:

		Inspection fee. Rs.200/-
		Reconnection fee (if required) Rs.200/-
		Gas Supply Deposit Rs.500/- per kitchen/water heater
		Up-to-date gas bill arrears of domestic connection


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Domestic Gas Connection to Multistory Building


1.	An executive of Sales Department who will go through the documents submitted by the applicant shall carefully scrutinize building cases. The following documents will be required:

		Copy of N.I.C. of the builder/owner.
		Copy of ownership documents.
		Copy of approved building plan from the competent authority.
		Billing clearance.
		Undertaking and other relevant documents from Builder/owner.

2.	On receiving the above documents, the concerned Sales Executive will visit the SITE personally and conduct a detail survey to ascertain size/route of pipeline, confirmation of gas main, location of meter points and any other relevant information. After conducting physical survey, permission will be granted to the contractor to carry out the internal house line fitting. This houseline will be finally checked on secondary survey at the time of submission of individual gas connection form (RT-1).

3.	After receiving individual application forms, case will be submitted for final approval of Head of Sales Department. Immediately after payment of connection charges the test forms will be dispatched to Utilization Department for execution of job.


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Un-Authorized in Gas Load and pressure or both


1.	On receiving information from Billing, Customer Relation Department, GTCU and Measurement Department regarding un-authorized extension of load / pressure, the premises shall be physically checked by an Engineer who will prepare the detail of material and labor after confirmation of technical possibility of regularization. Accordingly, a quotation is issued to the customer for payment.

2.	If the payment is not received within the specified period, gas supply is disconnected on account of un-authorized extension as per the terms of contract signed by the Company.


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Domestic Gas Connection through over head common houseline (C.H.L)


1.	Gas connection will also be provided through wall-to-wall common houseline at a premise that exist in a regular area where underground distribution main cannot be laid due to narrow streets and any other technical reasons. This type of common houseline is laid at COMPANY’S COST. The Company also provides gas connection through wall to wall common houseline on CUSTOMER’S COST at a premise which is located in the un-authorized area where SSGC distribution main exist only in the out skirt of that locality. In such areas main extension is not possible; therefore, gas connection will be processed through common houseline at customer’s cost.


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Processing of Common Houseline cases.


1.	SSGC registered houseline contractor will submit four copies of sketch showing street, number of houses, length of common houseline along with NOC from each owner of house to run the wall to wall gas pipe fitting and an undertaking from all applicants that they will not allow any one to get gas connection from common houseline un-authorized.

2.	Survey executive conducts the physical survey and submits his recommendation. The Manager (Sales) will approve the case if it is found OK in all respect.

3.	In case of Common Houseline at customer’s cost, Rs.25/- per running meter towards maintenance charges shall be recovered in addition to normal connection charges.

4.	Individual RT-1 form will be processed normally as per the prescribed procedure mentioned in clause 2.1.8


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Addition/Alteration & enhancement of gas load of existing domestic and low pressure commercial customer.


1.	On the request of existing customer, the premise will be physically checked to ascertain the following information:

		Connected gas load & number/type of gas appliances
		Size of Houseline
		Type of existing meter and regulator
		Required proposed gas load

2.	After conducting survey, the detail of material / labor and Gas Supply Deposit as per connected load will be ascertained and submitted for approval before issuing the quotation.

3.	On receiving the payment towards quotation job card will be sent to Customer Facilitation Department for execution of job.


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Restoration of Gas supply of old disconnected/final billed domestic & low pressure commercial customers.


1.	The case of old disconnected customer will be sent by the concerned Billing Zone to Sales Department on prescribed Performa for physical inspection of the premise. The Billing Performa contains the complete name and address, account/meter number, date and reason of disconnection and amount of arrears recovered by the Billing Zone.

2.	Physical survey will be conducted through Sales Survey Staff to ascertain number of kitchen/water heater, position of houseline/meter point, number of gas burners with connected gas load and status of the premise. The inspection report will be forwarded to the concerned Billing Zone who will recover the Reconnection / testing fee and Gas Supply Deposit in the light of survey report.
3.	In case of commercial disconnected case, following pre-requisite documents will be submitted:

		Valid Trade License from competent authority.
		Copy of N.I.C.
		Copy of ownership documents of property/shop. In case of tenant, tenancy
		agreement and NOC of landlord.

4.	Approval will be obtained from Head of Sales Department after determination of Gas Supply Deposit on the basis of three months billing and connected gas load.


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Payment of Stamp duty


1.	Company shall make payment of Rs.50/- on each new gas connection contract form to the Board of Revenue, Government of Sindh. The stamp duty will be paid by denoting through revenue franking machine.

2.	Date/Month-wise record will be maintained. Managing Director’s approval will be obtained for the amount of stamp duty.

3.	Cheque issued by the Finance Department on the basis of M.D’s approval will be deposited in the National Bank of Pakistan through a challan for purchase of value cards for revenue franking machine. The cost of each value card will be Rs.100,000/-The original paid challan will be sent to Sindh Board of Revenue for issuance of value cards and the franking machine will also be sent to them for loading value card. After loading of card the machine will be sealed and brought back to SSGC for normal use.

4.	In case of any fault in machine, information will be given to Board of Revenue in writing. The machine will also be sent to them for inspection and checking of seal/index. They will issue authorization letter to M/s. Nilvec Enterprises (sole authorized dealer) for repairing. After repairing machine will be again produced before Board of Revenue for re-sealing of machine and checking of index for normal use by SSGC.


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Matters relating to low pressure houseline contractors


1.	Low Pressure Houseline Contractors are significant part of SSGC because they play a vital role in different areas on behalf of the Company and bring the new domestic and low-pressure commercial gas connection business through out the provinces of Sindh and Balochistan. They are working under the license issued by the SSGC. The Company grants their registration/license as per the requirement according to workload in different areas as and when deemed necessary. Each franchise area has a number of contractors who are free to operate anywhere in that area which infuse the competition within them. The contractor's coup up the work of internal fitting to which the Company does not pay any thing. If SSGC employee fitters/helper and use its own resource, the comparative cost to the customer would be considerably higher then the contractor's fitting cost. In order to maintain Company's standard the internal gas installation is carried out by the contractor's qualified fitters/supervisors. The technical abilities/skill of fitters / supervisors is developed through the proper tr4aining program conducted by Utilization Department who after obtaining practical test, issue license to carry out the gas pipe fitting as per Company's specification/standard. The contractors are regulated according to the terms and conditions contained in the license/registration. Strict disciplinary action is taken in case of violation of the terms / conditions of registration and system/procedure prescribed by the Company.

Registration
2.	On receiving an application from a firm for grant of gas piping contractor for domestic and low-pressure commercial customers, a survey of the office of firm shall be conducted to obtain the following information:

		Location of office whether it is situated in commercial area and easily accessible to
		common man.
		Size of office.
		Telephone connection must be in the name of owner.
		Whether the applicant has technical experience and skill staff.

3.	If any firm fulfills the above formalities, the case will be submitted for Managing Director’s approval subject to the requirement of Company. Thereafter, applicant will be accordingly inform to complete the following further formalities:

		Production of documentary evidence of being income tax payee.
		Bank’s pay order for Rs.1000/-towards registration fee (non refundable)
		Bank’s certificate for minimum amount of Rs.500,000/- as a proof of financial
		soundness.
		Bank’s pay order for Rs.25,000/- as security deposit.
		Third party liability Insurance Policy duly checked and verified by the Finance
		Department.
		Workmen Compensation Insurance Policy duly verified by the Finance Department.

Renewal of Registration.
4.	The registration will be renewed for the ensuing year subject to evaluation of contractor’s performance. Rs.500/- will be charged towards renewal fee (non refundable).

Disciplinary Action
5.	In the event of violation of the terms of registration and complaint against the contractor, explanation letter will be issued. At the same time departmental investigation will also be carried out to ascertain the factual position. If the allegation against the contractor are not found of serious nature and his previous record is found un-blemished, a warning will be issued. However, if it is of serious nature, the registration will be suspended and show cause notice is issued in order to provide full opportunity of defence to the contractor. The reply to show cause will be further examined and if it is not satisfactory, the registration will be cancelled after obtaining Managing Director’s approval. The cancellation letter is issued to the contractor and a new will be published in daily newspaper for the information of public. Contractor will have a right to file an appeal before the Managing Director whose decision will be final and binding upon him.


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Commissioning of gas supply


1.	After processing the application form by the Sales Department, gas supply shall be commissioned by the Utilization Department by providing service connection and installation of meter.

2.	Immediately after commissioning of gas supply, the commissioned test form (in original) containing the meter number, date of commissioning gas supply and initial index of meter shall be returned by Utilization Department to Sales. The commissioning entries shall be made in the Sales data base and send the commissioned test form to Billing Department through Data Processing for starting billing.


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Refund of connection charges where connection is not required


1.	After documentation relating to application for new connection, if a customer requests before commissioning of gas supply, that he no longer desires to have the gas connection and request for refund of the amount paid by him, following procedure shall be adopted.

2.	A proper application shall be submitted by the applicant in Sales Department for refund of connection charges along with the copy of N.I.C. and original payment receipt issued to him by Sales Department.
3.	Utilization Department shall be advised to return the test form without taking any action.
4.	Physical survey shall be conducted to ensure that the company with regard to gas connection has taken no physical action and internal houseline has been removed.

5.	Finance Department will be advised to refund the connection charges after deducting the scrutiny/service charges as follows:

	Domestic Rs.50/- Commercial Rs.50/- (In case of Industrial customer a sum equivalent of 10% of the amount paid against cost of material and labor.)
6.	Data entry will be fed in the computer.


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Customer Relationship


1.	The primary responsibility of Sales Department is to ensure that customers are given proper guidance/service with smile and not put them to un-necessary hardship in obtaining gas connection and post commissioning problems. To achieve this objective Sales Department will maintain close contact with the customers at Sales Customer Facilitation Desk.

2.	The customer's complaints of any nature will be registered and referred for early redressal. Customer will also be informed accordingly.


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