ISLAMABAD: The Oil and Gas Regulatory Authority (Ogra) has recently established the Consumer Affairs Department to handle general public grievances and redress them on merit, a statement said.
The complaints and appeals departments have been merged and placed under the umbrella of the Consumer Affairs Department to synchronise the data of complaints and provide complainants the option of appeal at one forum to redress them on time under CRPR, 2003.
Ogra has also established its regional offices in Karachi, Lahore, Quetta and Peshawar to facilitate the consumers at their doorsteps and posted designated officers to record, hear, analyse and decide the complaints, as per the rules.
In FY20/21 alone, the authority designated officers decided 8,272 complaints, provided 1,341 gas connections and allowed a relief of Rs118 million to the consumers with the provision of the opportunity of appeal to the aggrieved party being competent appellate forum in oil and gas sector.
The consumers can register their complaints by hand, post, email, or they can directly submit their complaints on Ogra website.
To redress the complaint a mechanism is available free-of-charge and complaints are decided within a limited/short time period, resolving consumers’ grievances against Sui companies, Oil Marketing Companies, CNG stations, LPG and LNG companies, etc, and that is why Ogra has established the Consumer Affairs Department to provide quick and speedy relief to the consumers.