Mahanagar Gas — Complaint Regarding Delay, Misguidance and Poor Customer Service

Dear Customer Care Team,
I would like to register a formal complaint regarding the handling of my name transfer and gas connection activation request.
Throughout the process, I was repeatedly asked to provide different documents, including photographs of the meter, NOC, bank statements, and other supporting documents. Despite promptly submitting everything requested, I continued to receive new document requests and inconsistent guidance, resulting in unnecessary delays and considerable inconvenience.
I had also marked the Nodal Officer, Mr. Manas Das, in my email communications hoping that the matter would be resolved in a timely manner. Unfortunately, despite multiple follow-ups, I kept receiving assurances that the issue would be resolved "today" or "soon, " but no concrete action was taken.
What is most disappointing is that when I personally visited the Kharghar office on Saturday and explained the matter, my name transfer request was approved almost immediately. This clearly indicates that the delay was not due to any issue with my documentation but rather due to poor coordination and inefficient handling of the request.
I was also informed at the Kharghar office that they frequently face customer dissatisfaction because of the poor service and lack of proper communication from the customer care team. This reflects a serious gap in customer support and process management.
In my opinion, the customer care team requires better training, guidance, and escalation management. There appears to be no mechanism to identify and prioritize cases where customers have been repeatedly following up for resolution. Even if my request was not considered urgent, it should at least have been completed within the normal expected timeline.
Today, the Kharghar office has finally accepted my gas connection activation form. I sincerely hope that the connection will now be activated at the earliest without any further delays.
I request that this complaint be reviewed seriously so that other customers do not have to go through a similar experience.
I request a written response explaining the reasons for the delay and the action taken to prevent similar inconvenience to customers in the future.
Regards,
Shailza Kumari Agrawal
CA No.:[protected]