Departments

Complaints

Complaints Department performs to facilitate consumers of gas utility companies (SNGPL & SSGCL) by handling complaints related to provision of gas connection, excessive/wrong billing, meter tampering/gas theft charges etc in the light of Complaints Resolution Procedure Regulations, 2003. The Department consists of various Designated Officers (D.Os) to perform quasi-judicial functions to process, hear and decide the consumer complaints as per law/Regulations after providing ample opportunity of hearing to either parties. In order to facilitate the domestic consumers, currently hearings on complaints are also conducted in SNGPL/SSGCL Regional offices with a view to administering justice at door step. Complaints are decided by the Designated Officers within 90 days or earlier as per applicable Regulations. At the moment the Designated Officers (D.O’s) are also placed at Karachi, Quetta, Lahore and Peshawar in addition to Head office Islamabad, so as to ensure speedy resolution/decision on complaints.

  1. Decisions on Appeals / Review Petitions during 2003-2017

  2. Complaints Resolution during last nine years (2003 to 2012)

  3. Amendment in Complaint Resolution Procedure Regulations, 2003 Dated 10-5-2005

  4. Appointment of Designated Officers under CRPR 2003

  5. Complaint Resolution Procedure Regulation, 2003

  6. Preface

  7. Nature/Type of Complaints being handled by OGRA

  8. Complaint Resolution Procedure Form(Urdu)

  9. Complaint Resolution Procedure-Form(English)

  10. Complaint Friendly Environment