Complaints about new connections, billing, meter issues, gas supply concerns, and other service matters should be raised through the official SNGPL complaint and customer care channels as early as possible.
Complaints Regarding New Connections
Issues such as delayed processing, unclear document requirements, site inspection delays, or pending demand notices should be reported with the application details and consumer information attached.
Complaints Regarding Billing
Typical billing complaints include:
- Duplicate bill not opening despite the correct consumer number.
- Unexpected increase in billed amount.
- Delayed or missing monthly bill delivery.
- Consumer details or premises information appearing incorrectly on the bill.
- Pending payment updates or unresolved arrears shown on a later bill.
Before lodging a billing complaint, keep the latest bill, older bill copies if available, and payment receipts ready. This makes the issue much easier to verify.
Complaints Regarding Gas Supply or Meter Issues
Technical complaints may include low or interrupted gas supply, gas smell or safety concerns, damaged meter boxes, meter accessibility issues, delayed reconnection, or premises changes affecting the service line.
Priority of Attendance
- Safety-related complaints should be raised immediately through official channels.
- Billing and consumer-data issues should be filed with bill copies and proof of payment.
- New connection and reconnection delays should include the application or payment reference when available.
- Premises-specific service issues should mention the exact address and consumer number.
Complaint Monitoring and Contact Channels
Use the official complaint page, customer care centers page, and the relevant regional office support channels linked from the homepage.
A good complaint always includes the consumer number, bill month if relevant, exact premises address, and a short summary of the issue.