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Complaint Types and Estimated Resolution Timelines


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