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 as follows:

1. Natural Gas
   a) Fertilizer Sector
   b) Power Sector
   c) CGD Sector
   d) Others
2. Natural Gas Transmission
3. Petrochemical Customers
4. Liquid Hydrocarbon Customers

Customer Privacy and Data Protection

In an increasingly digital business environment, GAIL prioritizes customer privacy and data security as a core aspect of responsible business conduct. We are committed to ensuring that all customer data is collected, processed, and stored in full compliance with applicable regulations and global best practices, safeguarding sensitive information across every stage of our operations.

Data Confidentiality and Security Protocols

GAIL’s Document Preservation Policy governs the generation, recording, and secure storage of all documents and data, ensuring integrity, accuracy, and traceability. Customer agreements explicitly incorporate data privacy clauses, emphasizing:

• Usage Limitations
• Confidentiality Commitments
• Proactive Risk Management

In FY 2023-24, no incidents of customer data breaches or privacy violations were reported, reflecting the effectiveness of our privacy safeguards and commitment to maintaining stakeholder trust.

Privacy Safeguards Tailored to Business Segments

We recognize that data protection requirements vary by sector and customer type, and we have embedded sector-specific privacy measures into our contracts and operational processes:

• RLNG Customers
  All Gas Supply Agreements (GSAs) and Gas Supply Purchase Agreements (GSPAs) with RLNG customers include strict confidentiality clauses, requiring both parties to safeguard transaction details and business-sensitive information, fostering mutual trust and long-term partnerships.
• Domestic Gas Customers
  Serving a diverse customer base across the natural gas value chain, GAIL implements customized confidentiality terms in all contractual and financial agreements. These clauses are designed to protect commercially sensitive information across both end-user contracts and business-to-business engagements.

Multiple Feedback Channels

GAIL ensures seamless access for customers to share their feedback, concerns, and suggestions through:

• Online complaint portals
• Emails and letters
• In-person interactions with GAIL coordinators at Zonal Marketing Offices and Corporate Office

Comprehensive Customer Feedback Mechanism

To systematically gather and act on customer insights, GAIL conducts two structured surveys to evaluate product quality, service standards, and overall satisfaction:

• a) Customer Satisfaction Index (CSI)
• b) Customer Value Management (CVM)

Customer Grievance Redressal Mechanism

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.

Customer Relationship Management (CRM) System

1. Existing customers can lodge complaints, suggestions, or grievances at any time through GAIL’s dedicated CRM portal.
2. Complaints are automatically forwarded to the respective Zonal Offices, where the Technical, Finance, and Marketing teams collaborate to provide swift and effective resolutions.
3. Customers are kept informed at each stage, from acknowledgment upon receipt to final resolution notification, ensuring complete transparency.

Proactive Resolution and Continuous Improvement

GAIL’s grievance redressal process is not just reactive but also serves as a learning tool for enhancing service quality, refining operational processes, and strengthening customer trust through proactive engagement.

Product Labelling and Regulatory Compliance

At GAIL, product labelling and safety communication are integral to ensuring the safe handling, responsible usage, and regulatory compliance of our products across the energy and petrochemical value chains. Our product-specific labelling strategy adheres to stringent legal, environmental, and quality standards, empowering customers with essential information for safe storage, transportation, and application.

Customer Support and Technical Assistance

Through our Zonal Offices and GPTC, GAIL offers comprehensive technical assistance to help customers ensure the safe handling, optimal usage, and regulatory compliance of all products.

Link: Sustainability Report 2023-24 https://www.gailonline.com/SBReports.html