A gas leak can turn dangerous within minutes, so knowing exactly what to do — and who to call — matters more than almost anything else in your home emergency plan. Here’s exactly how to safely report a gas emergency in Pakistan, whether you’re served by SNGPL or SSGC.
Step 1: Do This Immediately If You Smell Gas
Before you even think about calling anyone, your first priority is getting everyone away from danger safely:
- Put out any flames — no matches, lighters, or cigarettes anywhere near the smell.
- Turn off the stove, regulator, or main gas valve only if it’s easy and safe to reach without lingering in the affected area.
- Open doors or windows to ventilate, but only if you can do this quickly and without creating any spark.
- Move everyone away from the smell — especially children, elderly family members, and anyone sleeping nearby.
- If the area doesn’t feel safe, leave first. Call for help from outside the building, not from the room where you smell gas.
What You Should Never Do During a Gas Leak
- Never test for a leak using an open flame.
- Don’t operate any electrical switches, plugs, doorbells, or fans — turning them either on or off can create a spark.
- Don’t use your phone while still inside the affected room.
- Don’t start a generator, geyser, heater, or motor anywhere near the leak.
- Don’t attempt to open, shift, or repair the gas meter or regulator yourself.
- Don’t tape, cover, or block the gas pipe.
- Don’t go back inside for belongings or documents until the area has been declared safe.
Step 2: Call the Official Gas Emergency Helpline — 1199
Both SNGPL (covering Punjab, KP, Islamabad, and Azad Kashmir) and SSGC (covering Sindh and Balochistan, including Karachi) share the same national emergency helpline:
1199
Call this number from a safe distance, once you’re away from the leak. If there’s a fire, explosion, injury, or risk to neighboring homes, also contact your local fire or rescue services immediately — don’t rely on the gas helpline alone in a situation that severe.
SSGC customers in Karachi can also reach an alternate line: 021-99021000.
Information to Have Ready for the Operator
- Your exact location — city, area, street, house number, or a nearby landmark
- Where the smell is coming from — inside the house, near the meter, underground, or from the outside main line
- Your consumer or customer number, if you have it handy — but don’t go back inside just to find it
Reporting a Non-Urgent Gas Issue Online
For a gas leak, always call 1199 rather than using an online form — phone reporting is faster for genuine emergencies. Online complaint portals are better suited for billing issues or low gas pressure complaints, where having a written record is useful:
- SNGPL: Visit the official SNGPL website and use the online complaint form, selecting “Leakage” as the complaint type if relevant. You’ll need your 11-digit consumer number, contact details, and a brief description. Save your complaint number once submitted.
- SSGC: Visit the official SSGC website and use the Complaints/Feedback form, providing your customer type, customer number, meter number, and contact details.
What Happens After You Report a Leak
Response times can vary depending on the type of leak:
- Overhead/above-ground leaks: Typically addressed within 2 to 3 hours of reporting.
- Underground leaks: Can take up to 24 hours once the exact location is identified, since repair crews often need clearance from local civic authorities before digging.
Avoid using any gas appliances in the affected area until a technician has confirmed it’s safe to resume normal use.
Frequently Asked Questions
What number do I call to report a gas leak in Pakistan?
Call 1199 — this is the shared official emergency helpline for both SNGPL and SSGC customers nationwide.
Should I turn off the lights if I smell gas in a room?
No. Operating any electrical switch, including turning lights off, can create a spark. Leave switches exactly as they are and leave the room instead.
How long does it take for a gas company to respond to a leak report?
Overhead leaks are typically addressed within 2 to 3 hours. Underground leaks can take up to 24 hours due to the need for excavation clearance.
Is there a separate number for Karachi residents?
SSGC customers in Karachi can also use 021-99021000 in addition to the national 1199 helpline.
Knowing these steps before an emergency happens — not during one — is what actually keeps you and your family safe. Save 1199 in your phone today, and make sure everyone in your household knows the basic safety rules above.
