
Deputy Chief Manager – Complains
2 weeks ago
CA / ACMA with at least 04 years of post-qualification experience or ACCA / MBA with at least 06 years of experience. Must have experience of Rules & Regulations of Regulatory Framework.
Responsibilities:
- Review of responses on consumer complaints received from OGRA while ensuring compliance with standard rules and regulations.
- Evaluate Passing Unregistered Gas (PUG) complaints and take necessary actions required for resolving the complaints as per the standard rules and regulations.
- Review the cases of gas theft claims and obtain relevant documents required to ensure compliance with OGRA's approved procedures.
- Oversee evidences required to justify the billings and prepare responses for OGRA.
- Provide support in documenting responses to OGRA related queries and complaints under complaints resolution regulations procedures.
- Ensure departments provide relevant feedback and case files are stored for future references.
- Implement measures for improving the structure for complaints resolution and complaint management.
- Assess regulatory and statutory obligations are met, including accurate and timely processing within the framework of the regulations for review by senior management.
- Ensure timely, periodic status updates to complainants, respondents and higher management/ board as appropriate, in ongoing case resolution processes.
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