In the Executive Summary portion of published report following remarks regarding SNGPL have been given, which are reproduced as under:
"We should acknowledge that a lot of effort has been put in the Existing System of SNGPL and this speaks of their seriousness about customer's concerns. Separate Customer Service Department has been established with state of the art software, efficient call centre and dedicated and professionally sound team of engineers & managers. Customer Care & Billing (CC&B) Software is for all levels of the organization. It binds, all from Headquarters to the complaint centre."
In the Results and Findings section under the sub head Awareness, Publicity and Accessibility following remarks regarding SNGPL have been given, which are reproduced as under:
"The best source for creating awareness among consumers of SNGPL regarding complaint handling mechanism and procedure is their monthly bill. It is something that is in the hands of every consumer every month. SNGPL is utilizing this source very well. The emergency contact number i.e. 1199 has been mentioned on the Bill. SNGPL utilizes this source not only for advertising the utility of complaining but also uses it for creating awareness regarding conservation of energy. The message on utility bill guides where to complain in case of any problem relating to non-provision of facilities by payment collecting agencies. The consumers have been asked to register their complaints on phone number 1199 from where they get prompt response. The monthly bill also informs about the remedy available to customers in case of non-redress by SNGPL. The contact details of Oil and Gas Regulatory Authority (OGRA) have been mentioned. It is good step."
In the Complaints and Feedback section following remarks regarding SNGPL have been given, which are reproduced as under:
"SNGPL has a very detailed and comprehensive website where a lot of information has been provided. A great facility is that consumers can get duplicate copy of his bill which is acceptable by banks for payment"
In the Uniformity and Internal Coordination section following remarks regarding SNGPL have been given, which are reproduced as under:
"The staff of SNGPL, at all levels, is usually cooperative and helpful for the complainants. The problem occurs when consumer approaches a wrong corner."
We acknowledge the efforts of all those departments and congratulate their staff, whose continuous and sincere efforts have earned above complements for Sui Northern Gas Pipelines Ltd and hope that they would continue to work with the same endeavor and zeal in future.