How Long SSGC Should Take to Fix Your Gas Problem: Its Own Complaint Timelines
SSGC publishes how long it should take to fix leaks, low pressure, meters and wrong bills. See each listed timeline and how to follow up with your complaint.
Short answer: SSGC publishes its own deadlines for gas complaints. A leak is to be fixed in 2 to 3 hours, low pressure from a meter or regulator in 24 to 36 hours, and a meter replacement within 2 working days of your request. Wrong or excessive bills take 15 days. A new domestic service connection is listed at 45 days. For an emergency, call 1199.
A gas problem feels worse when nobody says how long it should take. SSGC, Sui Southern Gas Company, answers that on its own website, in a table of complaint types and "estimated resolution timelines". The table is meant for customers in Sindh and Balochistan.
We opened SSGC's Complaint Types and Estimated Resolution Timelines page and its FAQ page on 11 October 2026 and copied every timeline that has a time on it. We did not file a complaint or time one. These are the company's estimates, so use them as a yardstick when you follow up.
Leaks and emergencies have the shortest deadlines
SSGC lists an overhead leak at 2 to 3 hours. Fire, building collapse and blast complaints, and a line rupture, are 1 hour for a controlled escape and 2 hours for an uncontrolled one. Call 1199 first. The FAQ page says the call centre works round the clock.
| Problem | SSGC's estimated resolution time |
|---|---|
| Overhead leak | 2 to 3 hours |
| Fire, building collapse or blast | 1 hour controlled, 2 hours uncontrolled |
| Line rupture | 1 hour controlled, 2 hours uncontrolled |
| Area high pressure | Immediate |
| Area low pressure | Within 24 hours if no maintenance work is involved |
| Underground leak or mainline leak | Within 24 hours after the exact spot is found and the civic agency allows ditching or issues its NOC |
Notice the condition on underground leaks. SSGC's clock depends on permission from the city agency to dig. A delay there is not SSGC's delay, but you can ask for the NOC status in your complaint follow-up.
Meter and pressure problems take one to three days
SSGC lists a nil or minimum consumption meter replacement, and a scheduled meter replacement, at 2 working days after your request. A meter that does not pass gas is also 2 days, or 5 working days after you clear any dues. Low pressure from a meter or regulator problem is 24 to 36 hours.
- Regulator damage: within 2 days after the complaint.
- Meter interchange case: within 2 days after verification by the billing department.
- Pressure investigation: a visit within 36 hours.
- Correction of address, and name change: two billing cycles after a complete application.
- Theft or irregularity complaint: 5 to 6 working days for a registered consumer, 10 to 12 for an unregistered one.
The rules OGRA sets for meter replacement are listed in how to get a gas meter checked or changed. SSGC's table and OGRA's standards are different documents, so quote the one that favours you.
Billing complaints run from 3 days to 30 days
SSGC lists excessive billing, wrong billing, PUG billing and late delivery of a bill at 15 days after your request. A meter reading issue and a special meter reading visit are 3 working days. A bank query and a bill not received are 30 days. Provisional billing is listed at three billing cycles at a stretch.
| Billing complaint | Listed timeline |
|---|---|
| Excessive or wrong billing | 15 days after request |
| PUG billing | 15 days after request |
| Interchange billing | 15 days after request |
| Late delivery of bill | 15 days after request |
| Meter reading issue | 3 working days after request |
| Special meter reading | Visit within 3 working days |
| Bank query, bill not received | 30 days after request |
What the bill types mean, and which one you were given, is explained in how to read your SSGC gas bill.
Reconnection and new connections have their own clocks
SSGC lists unlocking and reconnection at within 24 hours, after dues are cleared. Its FAQ says the same for a disconnection under 6 months, and 7 to 10 days after a survey if it is over 6 months. A new domestic connection and meter installation is 45 days after the distribution side receives an "RTI" from sales.
That 45 days does not start the day you apply. It starts when sales passes the RTI to distribution. The page does not define RTI, so ask SSGC what it means for your file. For the application steps, see how to get a new gas connection, and for the process after a cut, how to restore a gas connection.
Several sales items, such as delay in a new domestic connection, shifting a meter and tariff change, appear in the table with no timeline shown. We cannot quote a time for them.
Use the timeline as a follow-up tool
Keep the complaint number, the date, and the line of SSGC's table that fits your problem. When the time passes, call 1199 again and quote it. If SSGC still does not act, OGRA is the next step, as explained in our SNGPL and SSGC complaint guide.
- Call 1199 or use the SSGC complaint form and ask for a complaint number.
- Write down the date, time and the complaint type you chose.
- Find the same type in SSGC's timeline table.
- Wait out the listed time, counting working days where it says so.
- Call again with the complaint number, then go to OGRA if there is no action.
Common questions
How long does SSGC take to fix a gas leak?
SSGC lists an overhead leak at 2 to 3 hours. An underground leak is within 24 hours after the exact location is found and the civic agency allows digging.
How long does SSGC take to correct a wrong gas bill?
It lists wrong and excessive billing at 15 days after receipt of your request.
What is the SSGC helpline for emergencies?
SSGC's FAQ gives 1199, available round the clock every day of the year, for emergencies and complaints.
How long does SSGC take to restore gas after I pay my dues?
Its timeline page says within 24 hours after dues are cleared. The FAQ says 24 hours if the disconnection is under 6 months, and 7 to 10 days after a survey if it is longer.
Is the SSGC timeline legally binding?
The page calls them estimated resolution timelines. Binding deadlines come from OGRA's standards, which we cover in a separate guide.
Where do I take a complaint SSGC does not fix?
Go to OGRA, the regulator. Keep your SSGC complaint number and the date, because OGRA will ask for them.
How we verified this
What we checked, where we read it, and what we could not confirm.
We read SSGC's Complaint Types and Estimated Resolution Timelines page (ssgc.com.pk/web/?page_id=111676) and Frequently Asked Questions page (page_id=111824) on 11 October 2026. The table is labelled as a reference from the Petroleum Division's ease of doing business work and has no date, so confirm a time with SSGC when your problem is urgent.
About the author
Global Affairs & Political Economy Writer
Muhammad Hatim is a book lover who started writing because he enjoys it. At Pakistan Era he writes about international relations, geopolitics and the global economy, with a particular interest in South Asia and the forces behind current events.
