Igl · Piped Natural Gas (PNG)

Igl Piped Natural Gas (PNG): customer care and complaint escalation

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Igl Piped Natural Gas (PNG): troubleshooting and FAQs

Troubleshooting tips and frequently asked questions for Igl Piped Natural Gas (PNG).

Troubleshooting tips

  • If you smell gas, immediately turn off the gas supply valve, avoid using any electrical switches or flames, open doors and windows, and leave the area. Call IGL's emergency helpline at 1800 102 5109 from a safe location.
  • If your gas stove flame is yellow or uneven, it may indicate incomplete combustion. Check if the burner ports are clogged and clean them with a soft brush. Also, ensure proper ventilation in the kitchen.
  • If you suspect a gas leak but don't smell anything, apply soap water on the pipe joints and connections. Bubbles indicate a leak. Do not use matches or lighters to check.
  • If your gas meter is not registering consumption, check if the meter is in 'ON' position and the batteries (if any) are working. If the issue persists, contact IGL customer care.
  • If you experience low gas pressure, check if the regulator is fully open and the hose is not kinked. Also, ensure the gas cylinder (if used) is not empty. For PNG, contact IGL to report pressure issues.

Frequently asked questions

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

Immediately turn off the gas supply valve, avoid using any electrical switches or flames, open doors and windows, and leave the area. Call IGL's emergency helpline at 1800 102 5109 from a safe location. Do not use your phone inside the premises.

How long does IGL take to resolve a gas leak complaint?

IGL prioritizes gas leak complaints and aims to respond within 30 minutes of reporting. For non-emergency issues, resolution may take 24-48 hours. Contact IGL at 1800 102 5109 for updates.

How can I contact IGL for support?

You can reach IGL customer care at 1800 102 5109 (toll-free) or email customercare.png@igl.co.in. For emergencies, use the same number and follow the prompts for emergency 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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