Stakeholder

Our Customers

At GAIL, our diverse customer base spans across multiple sectors, reflecting our pivotal role in India's energy ecosystem. Through robust infrastructure and customer-centric solutions, we enable industries to access cleaner fuels, advanced materials, and sustainable energy alternatives, fostering economic growth and environmental stewardship.

GAIL’s Customers

Our customers for various business segments are categorized across the following key areas:

  1. Natural Gas Segment: This broad distribution network directly fulfils requirements across the (a) Fertilizer Sector, (b) Power Sector, (c) City Gas Distribution (CGD) Sector, and (d) Various other miscellaneous industrial consumers.
  2. Natural Gas Transmission: Supporting bulk energy movement safely across national grid pipelines.
  3. Petrochemical Customers: Supplying essential polymer materials and process products to manufacturing sectors.
  4. Liquid Hydrocarbon Customers: Catering to clients relying on processed LPG, propane, butane, and liquid fuels.
  5. Renewable Energy and Others: Generation of Electricity (Wind and Solar) and sale through Power Purchase Agreements (PPAs) etc.

Customer Satisfaction

Our core values are centred on consistently exceeding customer expectations and being their one-stop solution by providing exceptional products. GAIL’s customers can log their complaints online, through letters, emails, calls, video calls and in-person through GAIL coordinators at various Zonal Marketing Offices and the Corporate Office.

To assess and enhance customer satisfaction, GAIL conducts two highly structured feedback mechanisms across its networks on a regular basis: Customer Value Management (CVM) surveys and the formalized Customer Satisfaction Index (CSI) calculation arrays.

Governance and policy

Customer Grievance Redressal

At GAIL, ensuring timely resolution of customer grievances is integral to our service excellence framework. We have established an accessible, efficient, and transparent grievance redressal mechanism to swiftly address and resolve customer concerns across all business segments, including Natural Gas, Petrochemicals, Liquid Hydrocarbons, Gas Trading, and Transmission.

Complaints and grievances can be submitted through the grievance/complaint section available on GAIL's website. The website provides details of designated contact persons, including email addresses and contact numbers for various GAIL locations, facilitating timely reporting and resolution of complaints. The grievance redressal mechanism is accessible through the following platform:

Biodiversity management

Customer Engagement

GAIL is committed to providing an end-to-end customer experience. Engagement with customers at multiple touchpoints throughout the year allows us to build trust with them. Our employees are actively involved in Customer Satisfaction Surveys and customer complaint resolution processes. Customer engagement activities are aimed at answering customer queries about our products, as well as raising awareness about our services, with the long-term goal of building trust and expanding our reach with potential customers.

We leverage technology and customer insights to gain an in-depth understanding of customer demand, market trends, and polymer grade-specific requirements. GAIL offers Natural Gas/RLNG volumes at competitive prices, giving customers the flexibility to choose from its diverse gas portfolio. The Retail Marketing Group has also developed a digital application that notifies customers of price revisions.

GAIL keeps customers informed of the latest developments in gas pricing and supply frameworks. Any expected interruptions in gas supply are proactively communicated to consumers as soon as possible via e-mails and phone calls, supported by Regional Control Rooms that communicate with customers round-the-clock on potential delays, interruptions, plant closures, and polymer grade availability.

As part of GAIL’s in-house Customer Satisfaction Index (CSI) assessment initiative, online feedback survey links were emailed to all active customers across the Natural Gas (NG), Petrochemicals (PC), and Liquid Hydrocarbon (LHC) business segments during FY 2025-26. The CSI survey link was sent to 2,312 customers, out of which 772 customers participated in the survey, providing a total of 2,338 responses across various product quality and service-related parameters. Based on the responses received, GAIL achieved an online CSI score of 92.51%. The feedback and observations received from customers were systematically reviewed, and appropriate mitigation and improvement actions were undertaken to address the concerns and enhance overall customer experience and service delivery.

Please Refer Sustainability Report 2025-26 for more information:

https://www.gailonline.com/Sustainability_Report.html
Energy management