Know your rights: Privileges of a gas utility consumer

KARACHI:

The energy crisis over the last years has severely affected domestic life and commercial activities. Successive governments have failed to overcome the shortage or streamline the management of energy resources; one of which is natural gas. This week, The Express Tribune, looks into the rights of gas utilities’ consumers.

It is an established principle that where there is a fee involved, there should be smooth and efficient provision of services in exchange. While gas is produced in the country, its continuous supply remains an elusive dream.

Summer months fare better but it is hard to get the stoves and heaters going during the cold of winter. According to Sui Southern Gas Company Limited (SSGCL) and Sui Northern Gas Pipelines Limited (SNGPL), gas “freezes in the pipelines”.

Lack of consumer protection

The Oil and Gas Regulatory Authority (Ogra) regulates both SSGCL and SNGPL under the Gas Utility Companies Act 2010.

At a glance, the act is harsher on the consumer than the private gas distribution companies. For example, it does not say what penalties a private distribution company will face in case of failure to ensure smooth supply of gas.

New Connection

Any consumer can obtain a new gas connection subject to fulfilment of requirements, the foremost of which is a security deposit. To facilitate consumers in this modern age, both accept payment of bills through various options such as ATM machines, call centres, credit cards, online payments, franchise or kiosks. The companies’ official websites, however, lack a portal for a connection application.

Illegal connections

The act says consuming natural gas by establishing an illegal connection can lead to the imposition of a penalty that may extend up to five million rupees, three years in jail, or both.

The highest amount of fine and imprisonment will be applicable for those found to be involved in wasting natural gas by illegally cutting pipelines.

Detention

The utility may search the premises consuming gas in an unauthorised manner and detain the persons suspected of having committed such a crime.

Gas utility court

To answer consumer complaints swiftly, the Gas Utility Companies Act 2010 provides for the establishment of exclusive courts to deal with gas-related offences. Such courts, when established, are supposed to exercise civil and criminal jurisdictions of the civil and sessions courts to try and punish the offenders.

Under Section 24 of the act, the federal government is required to establish as many gas utility courts in a district as it considers necessary.

The judge for each such court may be appointed from among the district and sessions judges and additional district and sessions judges in that district, after consultation with the chief justice of the high court of that province.

Currently, the district and high courts are dealing with such matters because the federal government failed to set up gas utility courts, four years after the Gas Utility Companies Act 2010 was formulated.

Complaints

Consumers may register their complaints at SNGPL and SSGCL’s dedicated telephone service: 1199. It is common practice for consumers to pay bribes to the ‘line-man’ for a quick fix instead of using the standard procedure, which inevitably can rid them of the demands of bribery from utility company employees. Consumers are therefore encouraged to use their right to register their complaints with relevant authorities to get efficient services in return for their money.

Published in The Express Tribune, August 27^th, 2014.