Complaint Details

Status	:	Closed
Complaint No	:	0088073/2016
Category	:	Others
Date	:	13-12-2016
Subject Line	:	Over 5 months and still waiting for gas connection
Complainant	:	LOng wait for PNG gas connection
Address	:	A24 Paramanu Nagar, Sector 4, Vashi
Complainee	:	Mahanagar Gas
Address	:

Complaint Details
I applied for domestic PNG connection from Mahanagar Gas online 5 months ago on June 30 2016 with full payment. The network has already been laid in my building. Since my flat was unoccupied during the time other residents got their connection I was unable to get it done along with them. All that is needed is for the meter to be installed and connection approved for use. I was told during my first enquiry that my application is approved and was assured that connection will be done within 3 months. I repeatedly called during the 3 months and was asked to either call back or given complaint numbers. After 3 months I was told that the heavy monsoons had caused the delay. I continued to make calls. Finally, in the 5th month, I called and said I would file a police complaint. Shortly afterwards personnel came over and started the installation. But halfway through the installation they said they could not get the final approval. After some discussion over the phone with their team it turned out that since I was not the owner of the flat (my father was) they needed more documents. I could have been informed of this issue during any of the calls I had made over the past months. But they chose to wait till the last moment. In one day I got all the documents needed which were a letter from my father and his ID and address proof. I again had to make a few more calls before a man showed up to collect the documents. After over 2 weeks of waiting I registered a complaint on another online consumer forum. A few days after this complaint a Mahanagar personnel arrived and made me add a note to my earlier letter stating that this was my mistake. I was desperate to get the connection so wrote what they asked me to. But it is terrible that in all this waiting they are only concerned about protecting themselves and shielding themselves from any blame. There is no concern about the long waiting they are subjecting the consumer to. The instructions on the website are not clear for the online application, so mistakes are bound to happen. They could just have easily identified this mistake 5 months ago when I first submitted the application. When I mentioned this to the personnel who visited he said this was not his department and this issue concerned another department. This is deeply unprofessional. Making me wait 5 months and then asking me to write whatever they want amounts to coercion and harassment of consumers. My registration details are as below. Application number WG/O/29938/2016 
BP (business partner/consumer number) 1100931448
Complaint number 2845911

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