Section 11 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
11. Complaint Handling.
(1)The entity shall ensure that all complaints are resolved in a reasonable manner and time frame.(2)the entity shall provide a Consumer Complaints Cell with the following arrangements, namely:-(a)a twenty four hour Consumer Complaint Cell where the complainants can register their complaints either personally or through telephone or through e-mail;(b)the entity shall ensure that Consumer Complaint Cell:-(i)register each complaint by allotting a unique identification number to be called the docket number and communicate docket number to the consumer.(ii)intimate the action taken on the complaint to the consumer through telephone or other electronic means or any other means.(iii)intimate contract details of the Nodal Officer (including his name, telephone number and address) to the consumer to whom the consumers may approach directly in case the complaint is not resolved to the satisfaction of the consumer;(c)the entity shall also nominate, an Ombudsman, who is not an employee of the entity, with the prior approval of the Board;(d)the Ombudsman so appointed shall have appropriate jurisdiction to address consumer complaints not resolved at the Nodal Officer's level;(e)while the Ombudsman's decision shall be binding on the entity, it shall not detract from the consumer's right to approach an appropriate forum for pursuing his complaint if he is not satisfied with the Ombudsman's decision.(3)The entity shall maintained a database of information regarding complaint redressal and submit an "Annual Returns" to the regulator as per Schedule-I.(4)The entity shall appoint an independent third party with the prior approval of the Board to carry out annual consumer satisfaction surveys on a scientific sample of consumers;(a)the survey questionnaire shall be formulated by the entity in association with the third party consultant.(b)the findings of the same shall have to be aggregated, analyzed and submitted to the Board.
