Clients com­plain about POL on­line ser­vices

Business Bhutan - - Nation - Tsh­er­ing Yang­den from Thim­phu

Soon af­ter the Re­gional Trade and In­dus­try Of­fice in Thim­phu (RTIO) im­ple­mented the on­line ser­vice for POL prod­ucts from Jan­uary 1 this year, many cus­tomers have been com­plain­ing about the com­pli­ca­tions.

POL prod­ucts in­clude kerosene coupon, new gas con­nec­tion and re­fill­ing of LPG cylin­ders.

The con­sumer card sys­tem for dis­tri­bu­tion of POL prod­ucts, which was im­ple­mented in 2015 is now re­placed by the on­line ser­vice.

Re­gional Di­rec­tor of RTIO in Thim­phu Kin­ley Wangchuk said that the on­line ser­vices were im­ple­mented es­pe­cially to fa­cil­i­tate con­sumers to get POL prod­ucts coupon eas­ily on­line with­out hav­ing to visit the dis­trib­u­tors.

A con­sumer Yeshi Ten­zin said that the on­line ser­vice is help­ful as it helps save time.

How­ever, an­other con­sumer, Saru Limbu said that the new on­line ser­vice is not user-friendly and is con­fus­ing es­pe­cially be­cause af­ter reg­is­tra­tion they are no­ti­fied say­ing they will re­ceive a pin code num­ber but it does not hap­pen most times.

A Thim­phu res­i­dent, Dema said that it is dif­fi­cult for the il­lit­er­ate to fill up the on­line form and for this they have to seek help from oth­ers which is a has­sle.

In some cases they get mes­sages say­ing that their reg­is­tra­tion is in­valid there­fore the cus­tomer needs to visit the RTIO of­fice or the Min­istry of Eco­nomic Af­fairs web­site to up­date their de­tails.

Tshoki Lhamo, a home­maker, said with even though she books the LPG cylin­ders in ad­vance on­line, she has to wait in queue at the gas sta­tion which is time con­sum­ing.

But Kin­ley Wangchuk said that even those who do not have smart phones or are il­lit­er­ate can also reg­is­ter for on­line ser­vices with the help of rel­a­tives or friends.

Even the POL prod­ucts deal­ers help con­sumers reg­is­ter for on­line ser­vices.

As­sis­tant Man­ager at the Tashi Com­mer­cial Cor­po­ra­tion LPG Sup­ply Cen­ter, Motithang, said that they help con­sumers to down­load the app and reg­is­ter. Con­sumers can also down­load the app from the Gov­ern­ment to Ci­ti­zen Ser­vices web­site and G2C mo­bile ser­vices.

Cur­rently, there are 41,000 card sys­tem users and they have been au­to­mat­i­cally reg­is­tered to on­line ser­vices but if the con­sumer is not able to ac­cess the on­line ser­vices they need to visit RTIO in Thim­phu or they can also visit the eco­nomic af­fairs min­istry web­site for up­date.

How­ever, a mo­bile num­ber can be ap­plied for a sin­gle form only. Af­ter reg­is­ter­ing for on­line ser­vices, con­sumers will re­ceive a coupon in their phone.

The Re­gional Di­rec­tor also said that the au­thor­ity will al­low the con­sumers to use card sys­tem till they are up­graded to the new sys­tem. There­fore the card sys­tem and on­line ser­vices will be work­ing si­mul­ta­ne­ously but they are plan­ning to do away with the card sys­tem af­ter three to four months.

Cur­rently 20-30% peo­ple have started us­ing the on­line ser­vice.

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