Call the Right SNGPL Number First
A gas smell is not a billing complaint. Dial 1199 and leave the building. Use the other channels on this page for a bill, a missing payment, low pressure, or a meter that has stopped.
SNGPL supplies Punjab, Khyber Pakhtunkhwa, Islamabad, and Azad Jammu & Kashmir. A connection in Sindh or Balochistan is SSGC, and 1199 will not open that account. If you only need the amount due, check the SNGPL duplicate bill with the 10-digit Account ID and skip the phone queue.
Gas leak or no supply right now
1199 is free and answered all day, every day, inside the SNGPL network. Do not add a city code.
SNGPL Contact Channels
Pick the channel that matches the problem. A leak reported only by email can sit until the next working morning.
| Channel | Contact | Hours | Use it for |
|---|---|---|---|
| Emergency helpline | 1199 | 24 hours, every day | Gas leak, fire, a burst line, or a sudden total loss of pressure |
| +92 355 5111999 | Bot, around the clock | A duplicate bill link, account status, and updates on a new connection | |
| Call centre | +92 (42) 99080000 | 8:00 AM – 10:00 PM | Billing disputes, a wrong meter reading, and connection questions |
| customerservice@sngpl.com.pk | Reply often in 24–48 hours | A written record: bill correction, a formal appeal, attachments | |
| Website | sngpl.com.pk | 24 hours | Register a complaint, track a ticket, apply for a connection |
| Mobile app | Google Play and the App Store | 24 hours | The official app is SNGPL ConnectOn: bill, meter photo, and a complaint ticket |
Dial 1199 as those four digits only. It is a short code. Adding a city code in front of it does not connect you. From outside Pakistan you will need a normal SNGPL landline, not 1199.
When You Still Need an Office
Meter testing, original documents, and a face-to-face billing correction happen at the circle office, not on 1199. Addresses and direct numbers for Lahore, Islamabad, Faisalabad, Multan, Peshawar, and the other circles are in the SNGPL regional office directory. Take your CNIC, the disputed bill, payment receipts, and a photo of the meter.
A new connection, a name transfer, or an installment request is also an office file. The app can show whether that file has moved, so you are not visiting only to ask for a status.
How to Register a Complaint and Keep the Ticket
A phone call without a ticket number is hard to chase. File online or in the app, then use 1199 only if the problem is a leak or there is no gas at all.
On sngpl.com.pk
- Open sngpl.com.pk, then Consumer Services, then Register Complaint.
- Enter the 10-digit Account ID from the top left of the bill.
- Pick the category: billing (wrong reading or a payment that was not credited), gas supply, meter maintenance, or an operational job such as a pipe shift.
- Add the mobile number on the connection, an email address, and the exact address.
- Describe the problem. Attach a meter photo or the bank receipt.
- Submit and save the complaint reference from the screen and the SMS. You will need it if you escalate.
In the SNGPL ConnectOn app
- Install SNGPL ConnectOn from Google Play or the App Store. Search that name. It is published by Sui Northern Gas Pipelines Limited.
- Register with your CNIC, mobile number, and 10-digit Account ID.
- Open Complaints, then New Ticket, and upload a live photo of the meter if the dispute is a reading.
- Watch the status in the app. If it stops moving, call the call centre with the ticket number, or go to the circle office.
What to Do for the Three Complaints People Actually Call About
Low pressure in winter
From November to February, heaters and geysers pull pressure down at the end of a line. Turn those off and see whether the stove lights. Do not fit a suction compressor. SNGPL treats that as theft: a fine, disconnection, and a case. If the stove will not light either, call 1199 or file a low-pressure ticket. Crews check the pressure at your regulator. Staying under the winter slab is a separate problem, covered in the SNGPL tariff guide.
A bill that looks too high
Read the meter. Black digits are cubic metres. Compare that number with the present reading on the latest bill. If today's meter is already lower than the reading they billed, the read was high. Photograph the serial number and the index together, then file the ticket or take it to the circle office. If the reading is fair, the jump is usually the protected slab: over 0.9 hm³ in a winter month moves the account onto the higher rate.
You smell gas
Do not touch a light switch, a fan, or a phone charger inside the room. Close the valve at the meter. Open doors and windows. Leave, then call 1199 from outside. Do not look for the leak with a flame. A billing complaint can wait. This one cannot.
If the Complaint Does Not Move
Keep the ticket number, the Account ID, and the dates you already called. Escalate in this order.
- Inside SNGPL. Email customerservice@sngpl.com.pk for the Senior Regional Manager or the customer services manager of your circle. Put the complaint number in the subject. Regional heads also hold open sittings. The desk you need is in the office directory.
- Pakistan Citizen's Portal. If the company file is stuck, lodge it in the official portal app under Petroleum and Natural Resources, then SNGPL. Those complaints are tracked above the regional office.
- OGRA. The regulator's consumer desk can review a dispute the company has not closed. Write to the Registrar, Oil and Gas Regulatory Authority, Plot No. 54-B, Fazl-e-Haq Road, Blue Area, Islamabad. Phone +92-51-9221715. Email complaints@ogra.org.pk. Attach the SNGPL ticket, the bills, and the replies you already have.
- Wafaqi Mohtasib. Delay or a refusal to act can go to the Federal Ombudsman at no fee, online at mohtasib.gov.pk. Take this step after SNGPL and, where it applies, OGRA have had the file.
