PNGRB (Consumer Protection) Regulations, 2025 — Consumer Rights & Grievance Redressal

On 19-3-2026, the Petroleum and Natural Gas Regulatory Board notified the Petroleum and Natural Gas Regulatory Board (Consumer Protection) Regulations, 2025. The provisions came into force on 24-3-2026.

All that a Consumer needs to know:

1. These Regulations will come under the Petroleum and Natural Gas Regulatory Board Act, 2006.

2. These Regulations will apply to:

   • All entities engaged in the activities of refining, processing, storage, transportation, distribution, marketing or sale of petroleum, petroleum products or natural gas;

   • All to all consumers of petroleum, petroleum products and natural gas;

   • These Regulations will not affect the rights of the consumers given under the Consumer Protection Act, 2019.

3. Essential rights of consumers:

   • Right to safety against hazardous petroleum, petroleum products and natural gas and services;

   • Right to Information regarding petroleum, petroleum products and natural gas, including its quality, quantity, potency, purity, standard, price and composition to protect the consumer against unfair trade practices;

   • Right to choose among the various suppliers and get an access to a variety;

   • Right to be heard so that consumer interest will receive due consideration at appropriate forum;

   • Right to Redressal to seek redressal against unfair trade practices or unscrupulous exploitation of consumers in a time bound manner.

   • Right to Quality and Assured Supply to ensure continuous, safe, and quality supply of natural gas;

   • Right to Fair Trade Practice;

   • Right to Consumer Education.

4. Specific rights of PNG consumers:

   • To have a new connection within timeline;

   • To know the status of their application;

   • Supply of natural gas of specified quality, pressure and calorific value;

   • Uninterrupted supply of natural gas;

   • Prior intimation of 48 hours for planned supply interruption;

   • Registration of complaint through multiple channels;

   • Resolution of complaints within the Turnaround Time;

   • Refund of security upon disconnection;

   • Access to complaint history and status;

   • Escalation of unresolved complaints.

5. Specific rights of CNG consumers:

   • Dispensing of CNG of specified quality, quantity and pressure;

   • Calibrated and verified dispensing equipment;

   • Display of price per kilogram at all CNG stations;

   • Safe dispensing facilities;

   • Receipt of every transaction;

   • Complaint registration mechanism;

   • Basic amenities- washrooms, drinking water, air filling services without charge.

6. Specific rights of LPG consumers:

   • Timely delivery of refills;

   • LPG cylinders of specified quality and weight;

   • Emergency response established and maintained by LPG distributors for leakage related complaints;

   • Booking through multiple channels;

   • Accurate subsidy credit and transparent billing;

   • Complaint registration through toll-free numbers and other channels;

   • Safe delivery and installation by authorized personnel.

7. Specific rights of petrol and diesel consumers at retail outlets:

   • Availability of petrol/ diesel during specified working hours;

   • Dispensing of unadulterated fuel meeting quality standards;

   • Calibrated and verified dispensing equipment with valid certificate;

   • Display of Maximum Retail Price;

   • Receipt of transactions;

   • Clean and hygienic facilitates- washroom, drinking water, air filling services without charge;

   • Complaint registration mechanism displayed prominently;

   • Right to report quality and quantity issues within 24 hours of purchase.

8. General duties of consumers:

   • To provide accurate information while applying for new connection services;

   • Use petroleum/ petroleum products and natural gas in safe manner;

   • Pay bills and charges within the due date;

   • Not to indulge in theft, diversion or unauthorized use;

   • Not tamper with meters, pipelines, dispensing equipment or any other installation of the entity;

   • Allow authorized personnel of the entity for meter reading, inspection, maintenance and safety checks;

   • Report complaints within 24 hours for quality and quantity issues at retail outlets.

9. A four-tier Grievance Redressal Mechanism will apply uniformly across the oil and gas sector:

   • Tier 1- Consumer Complaint Cell / Customer Care of the entity (First Point of Contact);

   • Tier 2- In-charge Customer Care / Nodal Officer at entity level;

   • Tier 3- Appellate Authority at entity level;

   • Tier 4- PNGRB Escalation Portal (IGMS) / Ombudsman / Board.

10. PNGRB Integrated Grievance Management System Portal:

    • The Petroleum and Natural Gas Regulatory Board will be established and maintain a centralized online Complaint Escalation Portal (IGMS Portal) for the oil and gas sector.

    • This portal will serve as a final escalation platform for complaints that remain unresolved after exhausting an entity’s internal grievance redressal mechanism.

11. Consumer awareness and education can be enhanced by:

    • Conducting consumer awareness programmes;

    • Conducting consumer awareness campaigns;

    • Providing consumer education material;

    • Allocating budget for consumer awareness.