Md. Kamal Uddin The country’s energy sector is not just a service sector; it is one of the foundations of industry, trade, housing, employment and the daily lives of the common man. And one of the most important institutions in this sector is Karnaphuli Gas Distribution Company Limited (KGDCL). Millions of customers in Chittagong and surrounding areas depend on the services of this institution. As a result, any discussion on the quality of service, efficiency of administrative activities and customer satisfaction is directly related to public interest. Keeping this reality in mind, an important meeting was held on Thursday (June 18, 2026) at 6 pm at the residence of the Commerce Minister in Mehedibag, Chittagong city, with the concerned contractors, customer representatives and stakeholders at various levels of Karnaphuli Gas Distribution Company Limited under the leadership of the association’s presidents Nazmul Hossain Chowdhury and AKM Aliullah Haque. The meeting was attended as the chief guest by BNP National Standing Committee member Amir Khosru Mahmud Chowdhury’s son and Chittagong Metropolitan BNP leader Israfil Khosru. In addition, leaders of Karnaphuli Gas Distribution Company Limited Contractor Welfare Association, Chittagong, contractors at various levels, local public representatives, business representatives, customer representatives and relevant stakeholders were present. The real picture of customer service emerged in the discussion. From the beginning of the meeting, the participants directly highlighted their experiences, complaints, expectations and real problems. The speakers said that although many officers and employees of KGDCL perform their duties with dedication, the speed of service provision is not as expected in some cases. Especially, there is a delay in settling various applications related to new connections, change of ownership, name correction, commercial and residential connections. Many customers complain that the same type of application is evaluated differently in each zone. While the work is completed quickly in some places, it takes extra time in others. As a result, confusion and dissatisfaction are being created among the general customers. Concerns about additional paperwork and administrative complexity One of the most discussed issues in the meeting was the need to submit additional paperwork for receiving various services. Participants said that in the implementation of some provisions of the 2014 Gazette, more documents are often requested than necessary, which causes additional suffering for the common man. These processes become more complicated especially for senior citizens, expatriate family members and less educated customers. According to them, even in the current era of national identity cards, online land records, digital tax payment systems and various government databases, if a customer has to submit the same information repeatedly, it is not consistent with the concept of modern service. Expectations of smart services from Digital Bangladesh The speakers at the meeting said that while the state has made great progress in expanding digital services, it is necessary to ensure technology-based and customer-friendly services in the energy sector as well. They demanded the introduction of effective systems for online applications, digital tracking systems, SMS notifications, complaint management and timely resolution of applications. According to the speakers, if the proper use of technology is ensured, on the one hand, corruption and irregularities will be reduced,On the other hand, customer harassment will also be significantly reduced. Demand for coordination in implementing IDN directives The issue of IDN directives of the relevant government ministries also came up in the discussion at the meeting.
The participants said that the main aim of this directive was to make customer service easier, faster and hassle-free. But in terms of implementation at the field level, the desired results are not being achieved in some places. According to them, more effective coordination is needed between the decisions at the policy-making level and the practical implementation of the field administration. At the same time, regular monitoring, accountability and performance evaluation systems should be strengthened. Israfil Khasru’s statement: Gaining people’s trust is the biggest thing
Speaking as the chief guest at the meeting, Israfil Khasru said that the biggest strength of a service organization is the trust of the people. And the only way to earn that trust is transparency, accountability and timely service delivery. He said, “When people go to any government or semi-government institution, they want a solution to their problems. It is very important to ensure that no one is subjected to unnecessary harassment for availing services.” He took note of every issue raised by the participants and assured them of taking initiatives for a realistic solution through discussions with the concerned authorities.
He also said that necessary recommendations will be made regarding customer service improvement after discussing with the managing director of Karnaphuli Gas Distribution Company and other concerned officials. Contractors’ statement: We want development, not conflict The contractor representatives present at the meeting said that contractors are basically partners in the field level of service activities. Therefore, they also have an important role in improving the quality of service and ensuring customer satisfaction. They said that many problems can be solved quickly if a coordinated relationship is established between the administration, contractors and customers. Many times problems arise due to unnecessary complications, misunderstandings and lack of information. The association’s call: Patience, cooperation and positive participation Karnaphuli Gas Distribution Company Limited Contractor Welfare Association, Chittagong, informed that everyone’s cooperation is needed to make the ongoing development and reform activities successful. In an exchange of views led by the association’s president Nazmul Hossain Chowdhury and general secretary AKM Aliullah Haque, the association leaders said that any administrative reform takes time. Therefore, everyone should play a responsible and patient role by trusting the ongoing process. They also said that everyone should work together to develop the gas sector, improve the quality of service and protect the interests of customers. The meeting ended with a message of hope. The meeting ended with a long discussion, exchange of views, and various proposals and recommendations. The participants felt that such open and participatory discussions not only highlight the problems, but also pave the way for solutions. According to them, in order to make the services of Karnaphuli Gas Distribution Company more people-friendly, transparent, modern and accountable, it is necessary to continue regular dialogue between customers, administration, contractors and policymakers. Many present termed this exchange of views, organized in the hope of good governance and improved customer service in the energy sector of Chittagong, as a positive and timely initiative, which they expressed hope that will play an important role in improving the quality of services in the future.