In an effort to modernise its working pattern and efficiently address consumers' complaints, the Sui Northern Gas Pipelines Limited (SNGPL) has computerised its entire system.
"Our IT section worked day and night to put in place a computerised system in all our offices including customer services and complaints centres across the region, making a marked difference to the expectations of our newly appointed General Manager Amir Naseem," Shahid Akram, spokesman of the company told APP.
Replying to a question, he said the centralised database entailed records of sales section, billing, complaints and new connections besides routine administration working.
He said the company was taking some more steps to facilitate consumers. A separate complaint center was being set up in the regional headquarters at I-9 sector to deal consumers and address more complaints that run in hundreds on daily basis, he added.
He dispelled the impression that the company's customer services and complaint centres that were 27 in number across the region had failed to resolve consumers' problems, saying the staff at these points were working round the clock to redress consumers problems. He said all centres were well equipped with necessary equipment to respond to emergency calls.
Answering another question regarding growing number of complaints about excessive billing, he added, the company off and on got published advertisements in newspapers raising awareness among consumers to use gas judiciously.
"But the consumers still make excessive use of gas, the consumed units run into next slab, technically speaking, which lead to a massive total sum when we put them in mathematical calculations," the spokesman said while trying hard to justify and clarify the company's position.
He said the GM had issued clear instructions to all subsidiary offices to provide best services to their respective consumers and similarly, he added, consumers had also opportunity to register complaint against any center.
In pursuance of directives of GM Amir Naseem several teams had been constituted, periodically visiting costumer and complaint centers and regularly furnishing report to the headquarters, he added.