New Delhi: The Ministry of Petroleum and Natural Gas has notified new Consumer Protection Regulations covering petrol, diesel and natural gas users, laying down eight core rights and a structured grievance redressal system to strengthen accountability of fuel and gas providers.

The regulations, issued under the Petroleum and Natural Gas Regulatory Board, aim to ensure that consumers receive safe, transparent, and reliable services while providing multiple channels for complaint resolution.

Eight Core Consumer Rights

The rules define the following fundamental rights for consumers:

• Right to Safety: Protection against hazardous petroleum and gas products
• Right to Information: Access to details on quality, quantity, price and composition
• Right to Choose: Freedom to select among suppliers at competitive prices
• Right to be Heard: Consumer concerns to be considered at appropriate forums
• Right to Redressal: Time-bound resolution of complaints
• Right to Quality & Assured Supply: Continuous and safe supply, especially of natural gas
• Right to Fair Trade Practices: Protection against overcharging, false claims and misuse
• Right to Consumer Education: Awareness to make informed decisions

Specific Provisions for PNG, CNG and LPG Users

The regulations also outline category-specific rights:

• PNG Consumers:
  • Right to new connections with status tracking
  • At least 48-hour prior notice for planned supply disruptions
  • Assured uninterrupted supply except in emergencies
• CNG Consumers:
  • Mandatory display of price per kg
  • Receipt for every transaction
  • QR code-based complaint system at stations
  • Basic amenities like drinking water, washrooms and air facilities
• LPG Consumers:
  • Timely delivery (around 2.5 days in urban areas, longer in rural areas)
  • Standardised cylinder quality and safety
  • 24×7 emergency support for leakage complaints
  • Multiple booking options and transparent subsidy credit

Grievance Redressal Mechanism

The rules mandate every entity to establish a Consumer Complaint Cell, which must:

• Acknowledge complaints within 24 hours
• Provide a unique complaint number via SMS/email
• Offer escalation to higher authorities and eventually to an Ombudsman

Consumers can also approach forums under the Consumer Protection Act, 2019.

Multiple Channels for Complaints

Complaints can be lodged through:

• Toll-free helplines and emergency numbers
• Websites, mobile apps, emails and chatbots
• QR codes at fuel stations
• Government portals such as CPGRAMS and INGRAM
• Walk-in centres, letters and even social media

Defined Timelines for Resolution

• Category A (Emergency): Within 24 hours
• Category B (High Priority): Within 7 working days
• Category C (Normal): Within 15 working days

Aim: Transparency and Consumer Empowerment

Officials said the framework seeks to empower consumers, curb unfair practices and improve service delivery standards across India’s petroleum and natural gas sector. The move comes amid growing concerns over fuel supply, pricing and service quality. It is expected to bring greater transparency, accountability and ease of grievance redressal for millions of consumers nationwide.