New Delhi, Oct 1 : The Oil Marketing Public Sector Undertakings (OMCs) under the Ministry of Petroleum and Natural Gas is set to unveil a massive public grievance redressal mechanism across the country from October 2 for domestic LPG, petrol and diesel.
The system for better customer care is in line with the resolve emphasized by the Minister of Petroleum and Natural Gas, Murli Deora.
As part of the exercise, perhaps the largest ever in the country, the three marketing companies, Indian Oil Corporation (IOC), Bharat Petroleum Corporation Limited (BPCL) and Hindustan Petroleum Corporation Limited (HPCL), have separately provided toll free numbers for complaint registration and follow up on the complaints.
To further leverage the existing system of addressing the complaints of customers, the unique mechanism of using toll free telephone numbers through call centers has been used.
The call centers are being operationalised region-wise to facilitate the customers to lodge complaints in local language.
The customers are also 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 or 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 Murli Deora on August 19 in Delhi.
The companies have also geared up their normal grievance redressal mechanism in the wake of the directions given by Deora in the 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.