{"id":111676,"date":"2019-10-15T10:57:12","date_gmt":"2019-10-15T05:57:12","guid":{"rendered":"https:\/\/www.ssgc.com.pk\/web\/?page_id=111676"},"modified":"2019-10-15T11:37:47","modified_gmt":"2019-10-15T06:37:47","slug":"complaint-types-and-estimated-resolution-timelines","status":"publish","type":"page","link":"https:\/\/www.ssgc.com.pk\/web\/?page_id=111676","title":{"rendered":"Complaint Types and Estimated Resolution Timelines"},"content":{"rendered":"<br \/>\n<style>\n        table,\n        td {\n            border: 1px solid #ccc;\n            vertical-align: middle;\n            font-size: 1em;\n        }\n    <\/style>\n<table cellspacing=\"0\" cellpadding=\"0\">\n<col>\n<col>\n<col>\n<tr valign=\"bottom\">\n<td colspan=\"3\" align=\"center\" valign=\"middle\"><strong>Reference: Ease of Doing Business By Petroleum Division<\/strong><\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td colspan=\"3\" align=\"center\"><strong>COMPLAINT TYPES WITH THEIR ESTIMATED RESOLUTION    TIMELINE\u00a0<\/strong><\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td align=\"center\" valign=\"middle\"><strong>Department<\/strong><\/td>\n<td align=\"center\" valign=\"middle\"><strong>Complaint Type<\/strong><\/td>\n<td align=\"center\" valign=\"middle\"><strong>Timeline<\/strong><\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td rowspan=\"11\" align=\"center\" valign=\"middle\">CUSTOMER RELATION DEPARTMENT<\/td>\n<td dir=\"LTR\" valign=\"middle\">Theft Irregulatory Complaint\u00a0<\/td>\n<td align=\"center\" valign=\"middle\">For Registered: 5 to 6 Working days<br \/> For Un-Registered Consumer: 10 to 12 Working days<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Leak Complaints\u00a0<\/td>\n<td align=\"center\" valign=\"middle\">Over head leak resolution with in 2 to 3 hours<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Low Pressure (due to meter\/regulator problem)<\/td>\n<td align=\"center\" valign=\"middle\">\u00a0Complaint resolution within 24 to 36 hours<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Nil \/ Minimum Consumption Meter Replacement<\/td>\n<td align=\"center\" valign=\"middle\">Within 2 working days after receipt of request from customer<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Schedule\u00a0 Meter Replacement<\/td>\n<td align=\"center\" valign=\"middle\">Within 2 working days after receipt of request from customer<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Meter donot pass Gas<\/td>\n<td align=\"center\" valign=\"middle\">within 2 days and if any dues on customer then within 5 working days after clearence of dues<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Regulator Damage<\/td>\n<td align=\"center\" valign=\"middle\">Within 2 days after receipt of complaint<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Meter Interchange Case<\/td>\n<td align=\"center\" valign=\"middle\">within 2 days after verification from Billing department<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Correction in Address<\/td>\n<td align=\"center\" valign=\"middle\">Two billing cycles after receipt of complete application \/ document by customer<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Pressure Investigation Complaint<\/td>\n<td align=\"center\" valign=\"middle\">Visit within 36 Hours<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Name Change\u00a0<\/td>\n<td align=\"center\" valign=\"middle\">Two billing cycles after receipt of complete application \/ document by customer<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td rowspan=\"5\" align=\"center\" valign=\"middle\">SALES<br \/> INDUSTRIAL\n            <\/td>\n<td dir=\"LTR\" valign=\"middle\">Delay in New Industrial Gas Connection<\/td>\n<td>&nbsp;<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Size &amp; Location of CMS Room<\/td>\n<td>&nbsp;<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Service Disconnection\u00a0<\/td>\n<td>&nbsp;<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Service Restoration<\/td>\n<td>&nbsp;<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Low Pressure\u00a0<\/td>\n<td>&nbsp;<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td rowspan=\"7\" align=\"center\" valign=\"middle\">SALES DOMESTIC \/ COMMERCIAL<\/td>\n<td valign=\"middle\">Delay in New Gas connection<\/td>\n<td>&nbsp;<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Shifting of Gas Meter<\/td>\n<td>&nbsp;<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Separate Service Connection<\/td>\n<td>&nbsp;<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Tarrif Change request<\/td>\n<td>&nbsp;<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Service Restoration<\/td>\n<td>&nbsp;<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Gas Load Enhancement<\/td>\n<td>&nbsp;<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Contractor Complaint\u00a0<\/td>\n<td>&nbsp;<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td rowspan=\"2\" align=\"center\" valign=\"middle\">RECOVERY<\/td>\n<td dir=\"LTR\" valign=\"middle\">Unlocking<\/td>\n<td align=\"center\" valign=\"middle\">\u00a0within 24 hours. After clearence if dues<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Reconnection<\/td>\n<td align=\"center\" valign=\"middle\">\u00a0within 24 hours. After clearence if dues<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td rowspan=\"11\" align=\"center\" valign=\"middle\">BILLING<\/td>\n<td dir=\"LTR\" valign=\"middle\">Excessive Billing<\/td>\n<td align=\"center\" valign=\"middle\">within 15 days after receipt of of request from customer<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Wrong Billing<\/td>\n<td align=\"center\" valign=\"middle\">within 15 days after receipt of of request from customer<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Short Billing<\/td>\n<td align=\"center\" valign=\"middle\">&#8212;&#8211;<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Meter Reading issue<\/td>\n<td align=\"center\" valign=\"middle\">03 working days after receipt of of request from customer<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Provisional Billing<\/td>\n<td align=\"center\" valign=\"middle\">03 billing cycles at a stretch<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Passed Unregistered Gas (PUG Billing)<\/td>\n<td align=\"center\" valign=\"middle\">within 15 days after receipt of of request from customer<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Interchange Billing<\/td>\n<td align=\"center\" valign=\"middle\">within 15 days after receipt of of request from customer<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Late Delivery of Bill<\/td>\n<td align=\"center\" valign=\"middle\">within 15 days after receipt of of request from customer<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Bank Query<\/td>\n<td align=\"center\" valign=\"middle\">30 days after receipt of of request from customer<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Special Meter Reading<\/td>\n<td align=\"center\" valign=\"middle\">Visit within 3 working days after receipt of request from customer<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Bill Not Received<\/td>\n<td align=\"center\" valign=\"middle\">30 days after receipt of of request from customer<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td rowspan=\"7\" align=\"center\" valign=\"middle\">DISTRIBUTION<\/td>\n<td dir=\"LTR\" valign=\"middle\">Underground Leakage<\/td>\n<td align=\"center\" valign=\"middle\">Withi 24 hours after exect pinpoint the location of leakage depending Civic agency allow us or issue NOC for ditching work.<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">New Service Connection &amp; Meter Installation<\/td>\n<td align=\"center\" valign=\"middle\">45 days after receiving RTI from Sales for Domestic new connection<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Restoration of Service Line\u00a0<\/td>\n<td align=\"center\" valign=\"middle\">Within 24 hours after reciving of NOC from concerned authority for ditching work.<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Area High Pressure<\/td>\n<td align=\"center\" valign=\"middle\">Immidiate<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Area Low Pressure<\/td>\n<td align=\"center\" valign=\"middle\">Within 24 hrs if any maintenance work not involved in this area.<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Line Rupture<\/td>\n<td align=\"center\" valign=\"middle\">1 Hr for Controlled Escape &amp; 2 Hrs for Uncontrolled Escapes<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Mainline Leak<\/td>\n<td align=\"center\" valign=\"middle\">Within 24 hours after reciving of NOC from concerned authority for ditching work.<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td rowspan=\"3\" align=\"center\" valign=\"middle\">EMERGENCY\u00a0<\/td>\n<td valign=\"middle\">Fire Complaint<\/td>\n<td align=\"center\" valign=\"middle\">1 Hr for Controlled Escape &amp; 2 Hrs for Uncontrolled Escapes<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Building Collapse<\/td>\n<td align=\"center\" valign=\"middle\">1 Hr for Controlled Escape &amp; 2 Hrs for Uncontrolled Escapes<\/td>\n<\/tr>\n<tr valign=\"bottom\">\n<td dir=\"LTR\" valign=\"middle\">Blast<\/td>\n<td align=\"center\" valign=\"middle\">1 Hr for Controlled Escape &amp; 2 Hrs for Uncontrolled Escapes<\/td>\n<\/tr>\n<\/table>\n","protected":false},"excerpt":{"rendered":"<p>Reference: Ease of Doing Business By Petroleum Division COMPLAINT TYPES WITH THEIR ESTIMATED RESOLUTION TIMELINE\u00a0 Department Complaint Type Timeline CUSTOMER <a class=\"excerpt\" href=\"https:\/\/www.ssgc.com.pk\/web\/?page_id=111676\">Read More<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-111676","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.ssgc.com.pk\/web\/index.php?rest_route=\/wp\/v2\/pages\/111676","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.ssgc.com.pk\/web\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.ssgc.com.pk\/web\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.ssgc.com.pk\/web\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.ssgc.com.pk\/web\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=111676"}],"version-history":[{"count":8,"href":"https:\/\/www.ssgc.com.pk\/web\/index.php?rest_route=\/wp\/v2\/pages\/111676\/revisions"}],"predecessor-version":[{"id":111684,"href":"https:\/\/www.ssgc.com.pk\/web\/index.php?rest_route=\/wp\/v2\/pages\/111676\/revisions\/111684"}],"wp:attachment":[{"href":"https:\/\/www.ssgc.com.pk\/web\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=111676"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}