Igl · Industrial PNG

Igl Industrial PNG: customer care and complaint escalation

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Igl Industrial PNG: troubleshooting and FAQs

Troubleshooting tips and frequently asked questions for Igl Industrial PNG.

Troubleshooting tips

  • If you notice a drop in gas pressure, check the main supply valve and ensure it is fully open. Also, inspect the pressure regulator for any debris or damage that might be restricting flow.
  • For a suspected gas leak, immediately close the main valve, evacuate the area, and call the IGL emergency helpline at 1800 102 5109. Do not operate any electrical switches or use open flames.
  • If your industrial burner is producing a yellow flame instead of blue, it indicates incomplete combustion. Check the air-to-fuel ratio and ensure the burner nozzles are clean and not clogged.
  • In case of a sudden interruption in gas supply, verify that your pipeline is not frozen or blocked, especially during extreme weather. Contact IGL support for assistance if the issue persists.
  • Regularly check the flexible hoses and connections for wear and tear. Replace any damaged parts immediately to prevent leaks and ensure safe operation.

Frequently asked questions

What should I do if I smell gas in my industrial facility?

Immediately close the main gas valve, evacuate the area, and call the IGL emergency helpline at 1800 102 5109. Do not operate any electrical switches or use open flames until the area is declared safe by IGL personnel.

How long does it take for IGL to resolve an industrial gas supply issue?

IGL aims to resolve critical supply issues within 24 hours of reporting. For non-critical issues, resolution typically takes 2-3 business days. You can track the status by contacting our support at 1800 102 5109 or via email at customercare.png@igl.co.in.

Who do I contact for industrial PNG installation or maintenance?

For installation or maintenance, please contact IGL's dedicated industrial support team at 1800 102 5109 or email customercare.png@igl.co.in. Our team will schedule a site visit and provide the necessary assistance.

How to escalate a complaint with Igl

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

Indraprastha Gas Limited (IGL) is the primary natural gas distribution company in Delhi NCR. For complaints related to PNG connections, billing, or service, customers can reach out via multiple channels including the IGL Connect app, website, and dedicated helplines. Escalation options include nodal officers and the National Consumer Helpline.

  1. Primary Customer Care

    Contact IGL's customer care for initial complaint resolution. Available 24x7 via phone, email, or the IGL Connect app.

    Customer Care Phone
    011-41387000 / 011-49835100 24x7 customer care numbers
    Toll-Free Helpline
    1800-102-5109 / 1800-419-5109 Toll-free numbers for complaints and feedback
    Email
    customercare.png@igl.co.in Email for customer care (from IGL social media)
    Website
    https://www.iglonline.net/contactus Official contact page with complaint options
    • Use the IGL Connect mobile app or website to register complaints.
    • Keep your consumer number and details ready for faster assistance.

  2. Escalation to Nodal Officer / Grievance Officer

    If the issue is not resolved by customer care, escalate to the designated nodal officer or customer service in-charge.

    Nodal Officer (General)
    011-46074607 Phone for nodal officer (from contact page)
    Nodal Officer (Plantation Drive)
    Navdeep.kumar@igl.co.in Email for Navdeep Goyal, nodal officer for plantation drive
    Nodal Officer Email
    nodalofficer@igl.co.in Email for nodal officer (from third-party source)
    Customer Service In-charge
    011-46074806 Phone for Ms. Nidhi Joshi, customer service in-charge
    • Clearly state your complaint reference number and previous interactions.
    • Nodal officers are available Monday to Friday, 09:15 AM to 05:45 PM.
    We can draft this escalation for you →

  3. External / Regulatory Escalation

    If IGL fails to resolve your grievance, escalate to the National Consumer Helpline or the Consumer Commission under the Consumer Protection Act, 2019.

    National Consumer Helpline
    1915 Toll-free helpline for consumer grievances
    NCH Website
    https://consumerhelpline.gov.in Official website for online complaint registration
    • Register your complaint on the NCH portal with all supporting documents.
    • You can also approach the District/State/National Consumer Disputes Redressal Commission depending on the claim value.

Tips for a stronger escalation

  • Keep a record of all communication, including complaint numbers, dates, and names of representatives.
  • Use written communication (email or app) for formal complaints to have a paper trail.
  • Clearly state your desired resolution and set a reasonable deadline for response.
  • If the issue is urgent (e.g., gas leak), contact the emergency helpline immediately.
  • Escalate to a nodal officer only after giving customer care a fair chance to resolve.
  • When approaching consumer forums, attach copies of all relevant documents and correspondence.

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