Gail India Ltd has launched an on-line complaint system for customers.

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.

U D Choubey, Chairman & Managing Director, GAIL said that transparency and accountability are the thrust areas of GAIL in dealing with customers. The online complaint system has a provision for registering the complaint or lack of redressal of a complaint with vigilance department. The 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.

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

The company also organized an interactive meet with vendors on importance of e-eovernance and e-tendering and better adoption of  information technology to create a belier and conducive business environment. Vendors were also urged to become ISO-9001 complaint, the company said in a communiqué to the BSE recently.

The company has already signed MoU for the Integrity Pact with Transparency International of India and is the first company to have an e-tendering system in place.