1 Oct :In line with the resolve emphasized by the Minister of Petroleum & Natural Gas Shri Murli Deora for better customer care, the Oil Marketing PSUs(OMCs) under the Ministry of Petroleum & Natural Gas are set to unveil a massive public grievance redressal mechanism across the country from tomorrow for domestic LPG, petrol and diesel..
As part of the exercise, perhaps the largest ever in the country, the three marketing companies viz., IOC, BPCL and HPCL have separately provided toll free numbers for complaint registration and follow up on the complaints. For complaints relating to IOC the customers can dial toll free number 18002333555 from anywhere in the country and for the complaints relating to BPCL the toll free number is 1800222725. In the case of HPCL, the company has provided two separate toll free numbers: i) 18002333777 for LPG and ii) 18002333999 for motor spirit (petrol) & high speed diesel (HSD).
In order to further leverage the existing system of addressing the complaints of customers, the unique mechanism of using toll free telephone numbers through call centers makes it more convenient, easy and effective to enable the customers to air their complaints and follow up on such complaints. The call centers are being operationalized region-wise to facilitate the customers lodge complaints in local language. The customers are given a registration number and those customers who wish to know about the status of the complaints could ring up the call centers on the same toll free numbers. The field officers of the OMCs have been directed to attend to the complaints/grievances satisfactorily at the earliest.
The idea to make available toll free complaint numbers to the customers was mooted at an industry review meeting chaired by Shri Murli Deora on 19th August, 2008 in Delhi. In addition to this, the companies have also geared up their normal grievance redressal mechanism in the wake of the directions given by the Minister in the said meeting. Accordingly, the companies have started advertising the details of the companies’ officers, offices and the dedicated days and hours for meeting them personally at various levels.
OMCs are providing products and services to customers across the length and breadth of the country. Companies deal with the requirements of MS, HSD and LPG distribution through distributors and dealers. The massive operations of home delivery of LPG cylinders to the customers and dispensing MS & HSD, like any other business is likely to give rise to some customer complaints. In this context, the Ministry of Petroleum & Natural Gas through these OMCs, endeavours to provide the best customer service and to put in place an effective public grievance redressal mechanism.