Section 4 in The Petroleum and Natural Gas Regulatory Board (Code of Practice for Quality of Service for City or Local Natural Gas Distribution Networks) Regulations, 2010
4. Service norms for new PNG connections.
(1)Every entity shall comply with the folloWing service standards for new PNG domestic connection applicants, namely :-(a)shall prominently display at its office and also on its website or through newspaper advertisement, the procedure for applying for a new domestic connection, the application format, amount of refundable security deposit and the list of documents required to be submitted alongwith the application;(b)shall also provide consumers the facility to download application form from its websites alongwith necessary instructions thereof;(c)shall also endevour to provide facility for online submission of applications as well as online acceptance;(d)shall also indicate its charge-area-wise roll-out plan and the tentative dates for receipt of new applications;(e)shall issue a dated and numbered receipt to the applicant acknowledging receipt of the duly-filled application and the amount of refundable security deposit prescribed under regulation 14 of the Petroleum and Natural Gas Regulatory Board (Authorizing Entities to Lay, Build, Operate or Expand City or Local Gas Distribution Networks) Regulations, 2008;(f)the entity, on receipt of an application, shall -(i)assess the techno-commercial feasibility of providing the connection;(ii)if in the assessment of the entity an application is not prima facie feasible for supply due to any reason, it shall convey its rejection of application with reasons thereof alongwith the refundable deposit to the applicant within thirty days of receipt of the application form;Explanation: - The entity shall webhost the guidelines which would be followed in assessing Techno Commercial feasibility for commencing supply;(iii)obtain requisite approval from the concerned agencies for laying and operating the network in line with the schedule indicated to the consumers.Explanation: - The entity shall endevour to obtain in advance all statutory approvals required in consonance with the rollout plan indicated to consumers;(iv)provide connection within three months from the receipt of completed application form provided the consumer is located within the charge area indicated in the approved network plan of the entity and required permission are obtained:Provided further that in case of any delay in obtaining the requisite permission or non-feasibility of providing connection due to technical reasons, the entity shall inform the applicant of the same within three months from the date of receipt of application and refund the security deposit;(v)in case of non-feasibility of providing connection and non-refund of security deposit within three months, the entity shall pay interest on the security deposit at the prevailing Prime Leading Rate (PLR) notified by the State Bank of India from the date of submission till the date of refund;(g)the application shall preferably be made by the lawful owner of the premises and in case of tenant making the application; it shall be accompanied by a "No Objection Certificate" from the lawful owner of the premises[, or the rent agreement between lawful owner of the premises and tenant.] [Inserted by Notification No. PNGRB/Monitoring/QS/CGD/01, dated 15.3.2018 (w.e.f. 1.9.2010).] The format of the "No Objection Certificate" prescribed by the entity shall be displayed by the entity;(h)where an applicant has purchased a property with gas connection lying disconnected, he shall apply to the entity for "No dues certificate", if not obtained earlier by the previous owner;(i)the entity shall intimate in writing, the dues or issue "No dues certificate" within seven days from the date of receipt of application.(2)The entity shall comply with the following service standards for existing domestic consumers applying for modifications or alteration in existing connection, namely:-(a)in case of request for alteration in the existing domestic connection in the premises, the entity shall-(i)examine the technical feasibility and cost of carrying out the requested alteration within fifteen days of receiving such request;(ii)seek the approval of the consumer by providing an estimate of the charges to be borne by the consumer which shall not exceed the actual cost of such alteration.Explanation: - the entity shall webhost the guidelines, prescribed form and standard schedule of rate for various bills of material and labour charges in this regard;(iii)on acceptance by the consumer, complete the works relating to the alteration in the connection within thirty days;(iv)In case the entity rejects the request of the domestic consumer for such alteration on technical or safety considerations, it shall inform in writing, such reasons for rejection within fifteen days.(b)in case of a request for change of consumer's name against consumer registration number, the entity shall-(i)verify that the person making such a request is the new lawful owner of the premises or such application is accompanied by a consent letter from the existing consumer in whose name the connection is registered;(ii)verify the status of transfer of refundable security deposit from the previous owner of the premises to the new owner;(iii)subject to verification, carry out the change in the name against the consumer registration number within a period of seven days of receiving the request; and(iv)inform both previous and new owner of the premises of such change within thirty days:Provided that in such cases where refundable security deposit is not available for transfer, the entity may seek fresh refundable security deposit from the new owner of the premises as per regulations.(c)in case of death of an existing domestic consumer, the connection may be transferred to his legal successor subject to such requirements as the entity may specify.(d)in case of request to shift the domestic connection to new premises within the same geographical area of the CGD network, the entity shall-(i)verify the lawful ownership of the new premises by the consumer making the request;(ii)examine the technical feasibility of providing connection in the new premises;(iii)provide the connection within 30 days in the new premises and charge the consumer an amount not exceeding the actual cost of such shifting;(iv)inform the consumer in writing in case providing connection in the new premises is not found feasible on any technical or safety consideration with 15 days of such request;(e)in case of complete demolition of a premises with an existing domestic connection, the entity, on receipt of a request for disconnection from the consumer, shall remove the meter and other equipment within a period of 30 days from the premises of the consumer and in case the consumer so desires, reconnect the same in the reconstructed premises at the cost of consumer.
