SNGPL and SSGC Gas Complaint: Helpline 1199, Online Form and OGRA in Pakistan

For a gas leak, call 1199 straight away. SNGPL and SSGC both list it as their helpline. For a wrong bill or low pressure, lodge a complaint online with SNGPL or SSGC and keep the complaint number. If the company does not fix it, take it to OGRA within 90 days.

Sui Northern Gas Pipelines Limited (SNGPL) supplies Punjab, Khyber Pakhtunkhwa and Islamabad. Sui Southern Gas Company (SSGC) supplies Sindh and Balochistan. The Oil and Gas Regulatory Authority (OGRA) regulates both, and it can order them to fix a complaint they ignored.

We opened the SNGPL complaint form, the SSGC complaint pages and OGRA's complaint system on 30 September 2026. We read every field and rule they show. We did not file a real complaint.

Which gas helpline and portal to use

Both companies put 1199 at the top of their websites. SSGC also lists 021-99021000. Use the phone for anything urgent, and the online form for billing or pressure problems, because the form gives you a written record.

Keep your consumer number ready. It is printed on your bill, and every form asks for it. If you cannot find a bill, a duplicate gas bill is free online.

What to do first if you smell gas

Treat a gas smell as an emergency, not a form. Get people out, let fresh air in, and call 1199 from outside the house. SSGC's own timeline says it resolves an overhead leak complaint within 2 to 3 hours.

• Do not switch lights, fans or any electric switch on or off.
• Do not light a match, a lighter or the stove.
• Open doors and windows if you can do it safely.
• Close the gas valve at the meter if you know where it is.
• Call 1199 from outside, not from inside the room with the smell.

These are basic safety steps, not a company script. An underground leak takes longer. SSGC says it fixes those within 24 hours after the exact spot is found and the civic agency allows digging.

How to lodge an SNGPL complaint online

SNGPL's online form asks for a category, a complaint type, your 11-digit consumer number, your mobile, your email and up to 200 characters of detail. You then pick your district and city. Save the complaint number it gives you.

1. Open sngpl.com.pk and click Lodge Complaint.
2. Pick the category: Billing Complaint, Gas Distribution Issues, Customer Services or another.
3. Pick the exact type, such as Leakage, Low Pressure, Wrong Billing or High Gas Billing.
4. Enter your consumer number, mobile and email, and describe the problem in 200 characters.
5. Choose your district and city, add a nearby landmark, and submit.
6. Use Track Your Complaint later to see its status.

Pick the narrowest type you can. The list is long, with separate entries for a meter that has stopped, a riser leak and "Payment Not Reflected". A precise type sends the complaint to the right team faster.

A delayed new gas connection has its own category, Distribution (New connection), and a type called Delay in Gas Connection.

Write the 200 characters like a note to the fitter: what, where and since when. For example: "Very low pressure since 20 September, evenings only, stove barely lights, House 12 Street 4."

How to complain to SSGC and how long it should take

SSGC's Complaints/Feedback form asks for your customer type, customer number, meter number, name, address, city, email, phone and a message. SSGC also publishes target times for each complaint type, which is useful when you chase it.

SSGC also lists regional helpline mobiles: 0323-8213273 for Nawabshah, 0323-8213274 for Sukkur, 0323-8213275 for Larkana and 0323-8213276 for Quetta. Its head office focal person for public complaints is on 021-99231576.

Low pressure in winter is not always a fault. If a whole area is short, check the gas load shedding schedule before you wait for a fitter.

A wrong gas bill: what to send with the complaint

A billing complaint needs proof. Keep a photo of your meter reading with the date, the bill you dispute, and your last paid bill. Pay attention to the reading on the bill, because a guessed reading is the most common cause of a jump.

Check your current bill online first. Checking your Sui gas bill online shows the reading used and the amount due. If the reading is wrong, pick "Incorrect Meter Reading" or "Wrong Billing" on the SNGPL form, or describe it in the SSGC message.

Ask whether you should pay the undisputed part while you wait. We did not find a written rule on this on either website, so get the answer from the helpline and note the name and time.

Take it to OGRA if the company does not fix it

OGRA hears complaints against SNGPL and SSGC under its Complaint Resolution Procedure Regulations, 2003. You must first try the company. The OGRA form says you must file within 90 days of lodging your complaint with the company. OGRA says decisions are typically reached within 90 days.

1. Open complaint.ogra.org.pk and choose the complaint form.
2. Fill in your name, CNIC, consumer number, email, city and province.
3. Select the company and describe the problem.
4. Say whether you tried the company and what it replied.
5. Upload your CNIC, gas bill, the company's reply and any other proof. Files are PDF, JPG or PNG, up to 5 MB each.
6. Affirm the facts, submit, and track it at complaint.ogra.org.pk/track.

A Designated Officer then asks the company for a report and can hold a hearing. These officers sit in Islamabad, Karachi, Quetta, Lahore, Multan and Peshawar. If you disagree with the decision, OGRA's Appeals Department hears appeals under the OGRA Ordinance.

SSGC's own helpline menu also lists Federal Ombudsman numbers. The Wafaqi Mohtasib is another route, but OGRA is the gas regulator, and it is the one that can decide on your bill.

Common questions

What is the SNGPL complaint number?

1199. SNGPL lists it on every page of its website, along with info@sngpl.com.pk.

How do I track my SNGPL complaint?

Click Track Your Complaint on sngpl.com.pk and enter your details or complaint number.

What is the SSGC complaint number?

1199, and 021-99021000. SSGC also has regional mobiles for Nawabshah, Sukkur, Larkana and Quetta.

How long does SSGC take to fix low gas pressure?

24 to 36 hours if the cause is your meter or regulator, and within 24 hours for an area problem when no maintenance is running, by SSGC's own timeline.

When can I complain to OGRA about a gas bill?

After the company fails to fix it. The OGRA form says to file within 90 days of lodging the complaint with SNGPL or SSGC.

Does OGRA charge a fee for a gas complaint?

The online form we read asks for no fee. It asks for your CNIC, bill and the company's reply.

How we verified this

What we checked, where we read it, and what we could not confirm.

Last checked on 30 September 2026. The SNGPL helpline, form fields, categories, complaint types and tracking link are read on sngpl.com.pk. The SSGC helplines, form fields, regional numbers and target times are read on ssgc.com.pk, where the timeline cites the Petroleum Division's ease of doing business work. OGRA's rules, the 90 day filing limit, the documents, upload limits, the typical 90 day decision time and the Designated Officers' cities are read on ogra.org.pk and complaint.ogra.org.pk. The leak safety steps are general precautions, not a company instruction. We did not file a complaint.