GAIL launches online Complaint System

Gail India Ltd has announced that the Company formally launched an on-line complaint system for customers last evening. The complaint system is one of the latest e-Initiatives in Customer Relationship Management (CRM) of Gail which has been in the forefront of launching e-systems for ensuring consumer satisfaction and transparency in dealings.

The on line complaint system was explained in detail to its customers by GAIL at an interaction meet organized as part of the Vigilance Awareness Week to inform the customers about the steps being taken in the Company by the Marketing and Vigilance Departments to ensure transparency and openness in its working.

Speaking on the occasion, Dr. U D Choubey, Chairman & Managing Director, GAIL said that Transparency and accountability are the thrust areas of GAIL in dealing with the esteemed customers. The online complaint system introduced by GAIL has a provision for registering the complaint or lack of redressal of a complaint with Vigilance Department on line. The Vigilance Department has proposed to develop benchmarks for redressals of complaints and is also developing e-systems for automation and uniformity in the rules for gas connections.

Mr. B C Tripathi, Director (Marketing) termed customers as business partners of GAIL, whom he said, will have equal playing field. Shri. Arvind Jadhav, Chief Vigilance Officer, GAIL emphasized the role of transparency through leveraging of technology.

On this occasion GAIL also introduced trophies for Most Valued Consumers in Natural Gas and Petrochemical categories. Mr. Chandan Roy, Director (Operations), NTPC received the Most Valued Consumer 2007 trophy in Natural Gas and Mr. M A Gambhir, Senior Director (Finance) of Duraline received Most Valued Consumer 2007 Trophy in Petrochemicals categories on behalf of their Companies from Dr. U D Choubey, Chairman & Managing Director GAIL.

GAIL also organized an interactive meet with vendors wherein the role of e-Governance and e-Tendering and vendors were advised to adopt information technology for creating a belier and conducive business environment. Vendors were also advised to comply with ISO-9001. GAIL reiterated the redressal of the concern of the vendors.

GAIL has adopted a predictive and preventive rather than punitive vigilance initiative at the launch of Vigilance Awareness Week at GAIL. To meet the challenges of liberalization, globalization, GAIL gives emphasis on sound corporate governance, transparency and fair systems in the marketplace. The Company has already signed MoU for the Integrity Pact with Transparency International of India GAIL has been the first Company to have an e-tendering system in place and regularly conducts the customer interaction programme during the Vigilance Awareness Week, which is attended by the Chief Vigilance Officer along with GAIL management to ensure transparency and fairness in dealing with customers. The Company also examines the appropriateness to review systems and processes to bring about a convergence between the needs of speed in commercial dealings without losing emphasis on values and ethics.

Source : Equity Bulls

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