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Government launches online grievance redressal platform for fuel consumers

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Source: The Economic Times
Saturday, March 25, 2017

 NEW DELHI: The oil ministry has launched an online grievance redressal platform to help resolve the problems of fuel consumers within 48 hours. 


"Customer convenience is our top priority,"said Oil Minister Dharmendra Pradhan, after inaugurating the social media platform on Friday. Christened MoPNG e-Seva, or Ministry of Petroleum and Natural Gas e-Seva, will serve as a single point of contact for all queries on twitter and facebook. The service will extend to other platforms shortly. 

Companies in this sector deal with about 3.5 crore customers daily, which is higher than that of any organised retail chain or banks, Pradhan said, highlighting the scale of customer interface in the sector and the need to be responsive to customer needs. 

The government is targeting to resolve customer grievance in just 48 hours of it being flagged, an oil ministry official said. A team of nodal officers from oil companies and allied services has been set up to address grievances on real-time basis. The ministry ran a pilot for about a week before formally launching the service that would cover all segments of the oil and gas industry, including cooking gas, piped gas, petrol and diesel. 

"Conversations are being tracked on real-time basis and a standard operating procedure has been put into place for immediate intervention and closure by concerned officials of companies under the Ministry of Petroleum & Natural Gas. While Oil Companies will continue to do regular redressal through their respective channels for complaints redressal, the MOPNG e-Seva is an exclusive integrated portal that would handle queries that are received on the official handles of Petroleum Minister, Petroleum Ministry and MOPNG e-Seva,"said an official statement. 
 
The oil ministry has already been focusing on customer convenience through several measures in the past two years with a dedicated team quickly responding to complaints reaching the minister or the ministry through online platforms. Complaints have ranged from problems in getting cooking gas to the card fee charged by banks on cashless purchase of petrol. 


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