GEL Faces Heat Over PNG Service Woes in South Gujarat

SURAT : Thousands of PNG consumers across Surat and South Gujarat are allegedly battling delayed connections, weak grievance redressal, irregular meter readings and slow emergency response, prompting social activist Darshan Naik to submit a written representation to Gujarat Chief Minister Bhupendra Patel seeking immediate intervention against Gujarat Energy Limited (GEL).

Naik alleged that GEL continues to rely on systems that are nearly two decades old despite having a customer base of around 12.53 lakh across Surat-Bharuch-Ankleshwar, Hazira, Navsari and Valsad.

“It is extremely unfortunate that a company serving lakhs of consumers is still operating with a system that does not meet present-day customer requirements,” Naik said in his representation.

According to the representation, Surat has only one main customer service centre in Adajan to handle new connections, complaints and other consumer services. Naik claimed applicants are forced to wait in long queues, while several new PNG connection applications remain pending for months.

He also alleged that consumers have no effective online mechanism to track applications, while inadequate technical staff and delays by contract agencies are adding to the problem.

“People who have paid the required charges for new connections are being forced to repeatedly visit offices because there is no transparent tracking system,” Naik said.

The representation further raised concerns over alleged delays in responding to gas leaks, pipeline damage and supply disruptions. It also alleged irregular meter readings, with some consumers receiving bills covering four to six months together, creating a sudden financial burden.

Naik has sought additional customer service centres in Surat, Navsari, Valsad and Bharuch, a mandatory timeline for new connections, an online tracking portal and mobile app, stronger 24×7 emergency response and regular meter reading.

He has also demanded an audit of contract agencies, district-level grievance committees, public hearings by officials and a high-level inquiry into GEL’s operations, including an independent administrative and technical audit.