WAFAQI MOHTASIB (OMBUDSMAN)'S SECRETARIAT ISLAMABAD
Islamabad, the 25th February, 2019
- OGRA SHOULD IMPOROVE ITS COMPLAINT MANAGEMENT SYSTEM & DECIDE CASES WITHIN 90 DAYS.
- COMPLAINTS OF DISCRIMINATION IN PROVISION OF NEW GAS CONNECTIONS BE RESOLVED.
Federal Ombudsman Syed Tahir Shahbaz has asked OGRA to improve its complaint mechanism and its interface be connected with the Integrated Complaint Management System of Wafaqi Mohtasib. He said OGRA should formulate a policy for provision of gas connections in the newly built up societies of Islamabad which have been declared illegal by CDA, as there are number of complaints of discrimination. The Chairperson OGRA Uzma Adil Khan informed that SNGPL has laid the gas pipelines in such societies on 100% payment by the societies but the CDA has imposed ban on provision of any basic facility to these societies. However, the SNGPL & CDA are working to remove bottlenecks for provision of gas facility to these societies. She also informed that CDA has removed ban on some societies, where gas connections would be provided on merit. She was also asked about the discriminatory treatment in provision of gas connections to the people by Gas Companies. She said that the registration system of Gas Companies is totally computerized and the first priority is given to those applicants where the gas pipeline has already been laid. She further informed that previously an applicant used to receive gas connection after three years but now within one year gas connection is provided to an applicant.
The chairperson informed that in 2018, OGRA received 7024 complaints against gas companies and except Lahore region, all complaints have been decided, however, 569 cases are under process in review and appeals. The Ombudsman said that this Secretariat referred 551 cases of technical nature to OGRA but only 359 cases have been resolved as yet. The Ombudsman asked to decide every case in 90 days. He also asked them to improve their complaint handling mechanism and its interface should be connected with the Integrated Complaint Management System of Wafaqi Mohtasib, so that the ombudsman secretariat can monitor its working. The Ombudsman was also briefed about the billing pricing mechanism and gave suggestions to redress the issues of excessive billing.