| Reference: Ease of Doing Business By Petroleum Division | ||
| COMPLAINT TYPES WITH THEIR ESTIMATED RESOLUTION TIMELINE | ||
| Department | Complaint Type | Timeline |
| CUSTOMER RELATION DEPARTMENT | Theft Irregulatory Complaint | For Registered: 5 to 6 Working days For Un-Registered Consumer: 10 to 12 Working days |
| Leak Complaints | Over head leak resolution with in 2 to 3 hours | |
| Low Pressure (due to meter/regulator problem) | Complaint resolution within 24 to 36 hours | |
| Nil / Minimum Consumption Meter Replacement | Within 2 working days after receipt of request from customer | |
| Schedule Meter Replacement | Within 2 working days after receipt of request from customer | |
| Meter donot pass Gas | within 2 days and if any dues on customer then within 5 working days after clearence of dues | |
| Regulator Damage | Within 2 days after receipt of complaint | |
| Meter Interchange Case | within 2 days after verification from Billing department | |
| Correction in Address | Two billing cycles after receipt of complete application / document by customer | |
| Pressure Investigation Complaint | Visit within 36 Hours | |
| Name Change | Two billing cycles after receipt of complete application / document by customer | |
| SALES INDUSTRIAL |
Delay in New Industrial Gas Connection | |
| Size & Location of CMS Room | ||
| Service Disconnection | ||
| Service Restoration | ||
| Low Pressure | ||
| SALES DOMESTIC / COMMERCIAL | Delay in New Gas connection | |
| Shifting of Gas Meter | ||
| Separate Service Connection | ||
| Tarrif Change request | ||
| Service Restoration | ||
| Gas Load Enhancement | ||
| Contractor Complaint | ||
| RECOVERY | Unlocking | within 24 hours. After clearence if dues |
| Reconnection | within 24 hours. After clearence if dues | |
| BILLING | Excessive Billing | within 15 days after receipt of of request from customer |
| Wrong Billing | within 15 days after receipt of of request from customer | |
| Short Billing | —– | |
| Meter Reading issue | 03 working days after receipt of of request from customer | |
| Provisional Billing | 03 billing cycles at a stretch | |
| Passed Unregistered Gas (PUG Billing) | within 15 days after receipt of of request from customer | |
| Interchange Billing | within 15 days after receipt of of request from customer | |
| Late Delivery of Bill | within 15 days after receipt of of request from customer | |
| Bank Query | 30 days after receipt of of request from customer | |
| Special Meter Reading | Visit within 3 working days after receipt of request from customer | |
| Bill Not Received | 30 days after receipt of of request from customer | |
| DISTRIBUTION | Underground Leakage | Withi 24 hours after exect pinpoint the location of leakage depending Civic agency allow us or issue NOC for ditching work. |
| New Service Connection & Meter Installation | 45 days after receiving RTI from Sales for Domestic new connection | |
| Restoration of Service Line | Within 24 hours after reciving of NOC from concerned authority for ditching work. | |
| Area High Pressure | Immidiate | |
| Area Low Pressure | Within 24 hrs if any maintenance work not involved in this area. | |
| Line Rupture | 1 Hr for Controlled Escape & 2 Hrs for Uncontrolled Escapes | |
| Mainline Leak | Within 24 hours after reciving of NOC from concerned authority for ditching work. | |
| EMERGENCY | Fire Complaint | 1 Hr for Controlled Escape & 2 Hrs for Uncontrolled Escapes |
| Building Collapse | 1 Hr for Controlled Escape & 2 Hrs for Uncontrolled Escapes | |
| Blast | 1 Hr for Controlled Escape & 2 Hrs for Uncontrolled Escapes | |
