Responsibilities and Entitlement of Service Norms for PNG Consumers

 Responsibilities and Entitlement of Service Norms for PNG Consumers

Getting new domestic connection

1.  The PNG supplier 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 deposits and list of documents required to be submitted along with application with a facility for online submission and acceptance.

2.    Domestic PNG customers can download the application form for new connection from the website of the entity.

3.   Application shall be made by the lawful owner of the premises and in case of tenant; it shall be accompanied by a no-objection certificate from lawful owner.

4.   The entity may take an interest – free refundable security deposit from domestic PNG customer towards security of the equipment and facilities including the labour cost of installation towards last mile connectivity i.e. between the riser isolation valve before the metering unit and the suraksha hose pipe connecting the burner in the customer’s premises for an amount not exceeding Rs.5,000/- for a single connection. This includes 10 mtr. of pipe up to the metering unit, and 5 mtrs of pipe or tube from the metering unit up to the excess flow check valve-cum-isolation valve and suraksha hose pipe of standard size connecting to domestic PNG burner.

5.     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 along with the refundable deposit to the applicant within thirty days of receipt of the application form;

6.     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

7.     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.

8.     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 Lending Rate (PLR) notified by the State Bank of India from the date of submission till the date of refund;

 

Buying property with installed PNG connection

 

9.     Where an applicant has purchased a property with gas connection lying         

    disconnected, the buyer 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.

(ii)         The entity shall comply with the stipulated service standards for existing domestic consumers applying for modifications or alteration in existing connection.

 

Alteration in the existing connection

 

10.  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;

(i)               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;

(ii)              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.

Miscellaneous

 

11.  The entity shall not exert any undue influence on any domestic PNG customer to purchase natural gas burner stove.

12.  The entity shall convert the existing LPG burner stove of a prospective domestic PNG customer into natural gas burner stove free of charge.

13.  The entity is to ensure authorized representatives with proper identification visit the customer’s unit or premises for meter reading on pre-specified days.

14.  It is the customer’s responsibility to report any burnt or damaged meter, piping, equipment or facility or non-reading of meter to entity immediately and to allow access to the metering unit on the meter reading days.

15.  It is the entity responsibility to give due notice to customers for planned maintenance.

16.  Every entity has been mandated to advertise toll-free emergency contact numbers and customer care numbers.

17.  Application shall be made by the lawful owner of the premises and in case of tenant; it shall be accompanied by a no-objection certificate from lawful owner.

18.  In case applicant has purchased a property with gas connection lying disconnected, No-Dues certificate has to be issued within 7 days of receipt of application.

19.  The request for change in ownership is to be completed within 7 days of receiving the request and inform both previous and new owner of such change within 30 days.

20.  Request for shifting of existing connection to new premises need to be completed within 30 days. If shifting to new premises is not feasible on any technical or safety grounds, the customer need to be intimated within 15 days of receipt of such request.

Billing and complaints thereof

21.  The entity shall raise a provisional bill based on average consumption of the last six billing cycles in case the meter reading could not be taken due to reasons attributable to domestic consumer.

22.  The amount paid by consumers against provisional bills on average meter reading shall be adjusted against actual meter readings, as and when such readings are taken.

23.  The defective meter shall be replaced within seven days.

24.  Consumer has right to deny access to the meters if the agent of the entity does not carry proper identification and authorization documents.

25.  The consumer has a right to get meter tested on payment of prescribed testing fee. The meter is required to be tested within 15 days of receiving the request and the entity is to provide the duly authenticated test reports to the consumer within 10 days. The testing fee is refundable if the meter is found to be defective and dues if any based on the correction is also to be refunded.

26.  The bills for consumption are to be raised at least 15 days prior to the due date of payment.

27.  Duplicate bill is to be issued free of cost if required by the consumer.

28.  Billing disputes are required to be resolved within 10 days.

29.  Special meter reading for final bill on termination of the connection is to be taken within 7 days and final bill shall be generated within 7 days of the closure of gas supply.

30.  The entity cannot disconnect the supply unless a written notice of not less than 7 days is given to the consumer.

31.  The complaints can be written to customer care, nodal officials and if not resolved satisfactory, it could be escalated to the Ombudsman.

Others

32.  Consumers shall make use of PNG supply for the registered premises and shall not supply to any other person under any circumstances.

33.  Consumer shall inform the entity before any change of ownership of premises, clear all pending dues, apply for no-dues certificate and obtain refundable security deposit.

34.  The new owner of the premises may apply to the entity along with necessary documentation and security deposit.

35.  The consumer shall not alter the PNG connection without the consent of the entity.

36.  The consumer shall promptly report about any damage to or leakage from any of the equipment.

37.  The consumer is also advised to complain to the entity for any deficiency in the service. The complaint can be made either personally or through telephone or through email. If the complaint is not resolved by the entity, the consumer may escalate the complaint to the ombudsman. The consumer has a right to approach consumer forum if he/she is not satisfied with the Ombudsman’s decision.

38.  For change in the ownership, the entity shall carry out the change in the name against the consumer registration number within a period of seven days of receiving the request; and inform both previous and new owner of the premises of such change within thirty days

39. The entity shall ensure minimum guaranteed service reliability level with maximum 6  interruptions in a year.