Federal Ombudsman Syed Tahir Shahbaz has directed Ogra, SNGPL and SSGPL to streamline their complaint management system and resolve all public issues on a priority basis by August 20.
“Complaints against gas companies have increased by 120% during 2019 and the first six months of 2020,” the ombudsman said while chairing a high-level meeting here on Tuesday.
Ogra chairman and heads of SNGPL and SSGPL were in attendance.
The ombudsman directed the heads of all three agencies to implement all decisions passed by it by August 20, said a statement issued here.
He directed Ogra to monitor the complaint management system of both the gas companies, adding that the gas companies should appoint their focal persons and resolve public complaints on a priority basis.
He directed Ogra to find out the reasons for rising public complaints against gas companies and submit a report within two weeks.
Shahbaz said, “Poor response by WMS Regional Offices, Karachi, Hyderabad and Sukkur has been reported.”
He directed the SSGPL MD to take strict measures against poor response and non-compliance, adding that in the future, no delay and tolerance would be accepted. He asked for a complete report of pending cases. The Ogra chairman assured that in the future timely compliance would be given to all offices of WMS.
Earlier in another meeting, the Ombudsman reviewed the performance of all investigation officers during the first six months of 2020 through video conference.
All the heads of regional offices, Karachi, Lahore, Hyderabad, Sukkur, Faisalabad, Gujranwala and Peshawar attended the meeting through video conference, whereas, the regional head of Abbottabad personally attended meeting in Islamabad.
Senior Adviser Ejaz Ahmed Qureshi informed that from January to June 2020, Wafaqi Mohtasib Secretariat received 47,285 complaints whereas last year there were 34,157 cases.
He informed that 38.4% complaints were received in excess even during the coronavirus situation, adding that during these six months, 41,071 cases were disposed of, which was 14.4% in excess from last year’s 35,895.