Adani Total energies · Piped Natural Gas (PNG)

Adani Total energies Piped Natural Gas (PNG): customer care and complaint escalation

Adani Total energies customer care

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Adani Total energies Piped Natural Gas (PNG): troubleshooting and FAQs

Troubleshooting tips and frequently asked questions for Adani Total energies Piped Natural Gas (PNG).

Troubleshooting tips

  • If you smell gas or suspect a leak, immediately close the main gas valve, avoid using any electrical switches or flames, open windows for ventilation, and call Adani Total Energies' emergency helpline at 1800 2335 5555 from a safe location.
  • If your gas stove burner flame is yellow or uneven, it may indicate incomplete combustion. Check if the burner ports are clogged with food debris and clean them with a soft brush. Also, ensure the gas regulator is properly set and not damaged.
  • If you experience low gas pressure or fluctuating flames, check if the gas pipeline valve is fully open. Also, inspect for any kinks or blockages in the flexible hose connecting the stove to the outlet. If the issue persists, contact Adani Total Energies for a pressure check.
  • If your gas meter is not registering consumption or shows an error, ensure the meter is not obstructed and the display is working. If the problem continues, call customer care at 1800 2335 5555 to schedule a technician visit.
  • If you receive a high bill despite similar usage, check for any gas leaks in your home by applying soap water on all pipe joints and hoses. If bubbles appear, there is a leak. Immediately close the valve and report to Adani Total Energies.

Frequently asked questions

What should I do if I smell gas at my home?

If you smell gas, immediately close the main gas valve, avoid using any electrical switches or flames, open windows for ventilation, and call Adani Total Energies' emergency helpline at 1800 2335 5555 from a safe location. Do not use your phone inside the house; go outside to make the call.

How can I report a gas leak or emergency?

You can report a gas leak or emergency by calling our 24x7 helpline at 1800 2335 5555. Our team will guide you on immediate safety steps and dispatch a technician to your location. For non-emergency issues, you can email us at customercare.gas@adani.com.

What is the typical turnaround time for a service request?

For standard service requests, our team aims to resolve within 24-48 hours. For emergencies, we prioritize immediate response. You can track the status of your request by contacting our customer care at 1800 2335 5555.

How to escalate a complaint with Adani Total energies

If the first response isn’t good enough, here’s the path to a resolution.

Adani Total Gas Ltd (ATGL) is a city gas distribution company in India, a joint venture between Adani Group and TotalEnergies. For customer support, ATGL provides a helpline, email, and a grievance officer. Escalation options include nodal officers and external consumer forums.

  1. Primary Customer Care

    Reach out to Adani Total Gas customer care for complaints, queries, or service issues. Use the toll-free helpline or email.

    Helpline (toll-free)
    1800-233-8888 Toll-free number for customer support (from DownRightNow).
    Email
    customercare.gas@adani.com For customer care queries and complaints (from DownRightNow).
    Helpline (local)
    079 4754 5252 Adani Gas helpline number (from official contact page).
    Email (Grievance Officer)
    atgl-grievance-officer@adani.com For escalating complaints to the grievance officer (from official contact page).
    • Keep your consumer number, booking ID, or complaint reference number ready when contacting support.
    • If the issue is urgent, call the helpline rather than emailing.

  2. Escalation to Nodal/Grievance Officer

    If the primary support does not resolve your issue, escalate to the grievance or nodal officer at Adani Total Gas.

    Nodal Officer Helpline
    079-47545252 Nodal Officer available 7 days (from official contact page).
    Email (Grievance Officer)
    atgl-grievance-officer@adani.com Use this email for formal escalation to the grievance officer.
    • Clearly state your complaint reference number and the previous attempts made.
    • If you have not received a satisfactory response within 48 hours, escalate to the nodal officer.
    We can draft this escalation for you →

  3. External Regulatory / Consumer Forum

    If the company fails to resolve your complaint, approach India's consumer protection mechanisms or sector regulators.

    National Consumer Helpline
    1915 Toll-free helpline for consumer complaints in India.
    National Consumer Helpline Website
    https://consumerhelpline.gov.in Online portal for filing consumer complaints.
    • You can file a complaint online at consumerhelpline.gov.in or call 1915.
    • For issues related to city gas distribution, you may also approach the Petroleum and Natural Gas Regulatory Board (PNGRB) if applicable.
    • As a last resort, you can file a case with the Consumer Commission under the Consumer Protection Act, 2019.

Tips for a stronger escalation

  • Always keep a record of your complaint reference number and all correspondence.
  • Start with the primary helpline and escalate only if the issue is not resolved in a reasonable time.
  • Clearly explain your issue and the resolution you expect.
  • If you escalate, mention the previous complaint reference numbers and dates.
  • Use written communication (email) for formal complaints to have a paper trail.
  • If approaching a consumer forum, gather all evidence: bills, receipts, and communication logs.

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