{"id":380120,"date":"2026-04-03T15:00:39","date_gmt":"2026-04-03T09:30:39","guid":{"rendered":"https:\/\/www.scconline.com\/blog\/?p=380120"},"modified":"2026-04-03T14:42:39","modified_gmt":"2026-04-03T09:12:39","slug":"pngrb-consumer-protection-regulations-2025","status":"publish","type":"post","link":"https:\/\/www.scconline.com\/blog\/post\/2026\/04\/03\/pngrb-consumer-protection-regulations-2025\/","title":{"rendered":"PNGRB (Consumer Protection) Regulations, 2025 &#151; Consumer Rights &amp; Grievance Redressal"},"content":{"rendered":"<div style=\"text-align: justify; line-height: 150%;\">\n<p style=\"margin-bottom: 3%;\">On 19-3-2026, the <span style=\"font-weight: bold;\">Petroleum and Natural Gas Regulatory Board<\/span> notified the <span style=\"font-weight: bold;\">Petroleum and Natural Gas Regulatory Board (Consumer Protection) Regulations, 2025<\/span>. The provisions came into force on 24-3-2026.<\/p>\n<h2>All that a Consumer needs to know:<\/h2>\n<ol style=\"list-style-type: decimal;\">\n<li>\n<p>These Regulations will come under the <span style=\"font-weight: bold;\"><a href=\"https:\/\/www.scconline.com\/DocumentLink.aspx?q=JTXT-0002823106\" target=\"_blank\">Petroleum and Natural Gas Regulatory Board Act, 2006<\/a><\/span>.<\/p>\n<\/li>\n<li>\n<p style=\"font-weight: bold;\">These Regulations will apply to:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li>\n<p>All entities engaged in the activities of refining, processing, storage, transportation, distribution, marketing or sale of petroleum, petroleum products or natural gas;<\/p>\n<\/li>\n<li>\n<p>All to all consumers of petroleum, petroleum products and natural gas;<\/p>\n<\/li>\n<li>\n<p>These Regulations will not affect the rights of the consumers given under the <a href=\"https:\/\/www.scconline.com\/DocumentLink.aspx?q=JTXT-9000214317\" target=\"_blank\">Consumer Protection Act, 2019<\/a>.<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<li>\n<p style=\"font-weight: bold;\">Essential rights of consumers:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li>\n<p><span style=\"font-weight: bold;\">Right to safety<\/span> against hazardous petroleum, petroleum products and natural gas and services;<\/p>\n<\/li>\n<li>\n<p><span style=\"font-weight: bold;\">Right to Information<\/span> 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;<\/p>\n<\/li>\n<li>\n<p><span style=\"font-weight: bold;\">Right to choose<\/span> among the various suppliers and get an access to a variety;<\/p>\n<\/li>\n<li>\n<p><span style=\"font-weight: bold;\">Right to be heard<\/span> so that consumer interest will receive due consideration at appropriate forum;<\/p>\n<\/li>\n<li>\n<p><span style=\"font-weight: bold;\">Right to Redressal<\/span> to seek redressal against unfair trade practices or unscrupulous exploitation of consumers in a time bound manner.<\/p>\n<\/li>\n<li>\n<p><span style=\"font-weight: bold;\">Right to Quality and Assured Supply<\/span> to ensure continuous, safe, and quality supply of natural gas;<\/p>\n<\/li>\n<li>\n<p style=\"font-weight: bold;\">Right to Fair Trade Practice;<\/p>\n<\/li>\n<li>\n<p style=\"font-weight: bold;\">Right to Consumer Education.<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<li>\n<p style=\"font-weight: bold;\">Specific rights of PNG consumers:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li>\n<p>To have a new connection within timeline;<\/p>\n<\/li>\n<li>\n<p>To know the status of their application;<\/p>\n<\/li>\n<li>\n<p>Supply of natural gas of specified quality, pressure and calorific value;<\/p>\n<\/li>\n<li>\n<p>Uninterrupted supply of natural gas;<\/p>\n<\/li>\n<li>\n<p>Prior intimation of 48 hours for planned supply interruption;<\/p>\n<\/li>\n<li>\n<p>Registration of complaint through multiple channels;<\/p>\n<\/li>\n<li>\n<p>Resolution of complaints within the Turnaround Time;<\/p>\n<\/li>\n<li>\n<p>Refund of security upon disconnection;<\/p>\n<\/li>\n<li>\n<p>Access to complaint history and status;<\/p>\n<\/li>\n<li>\n<p>Escalation of unresolved complaints.<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<li>\n<p style=\"font-weight: bold;\">Specific rights of CNG consumers:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li>\n<p>Dispensing of CNG of specified quality, quantity and pressure;<\/p>\n<\/li>\n<li>\n<p>Calibrated and verified dispensing equipment;<\/p>\n<\/li>\n<li>\n<p>Display of price per kilogram at all CNG stations;<\/p>\n<\/li>\n<li>\n<p>Safe dispensing facilities;<\/p>\n<\/li>\n<li>\n<p>Receipt of every transaction;<\/p>\n<\/li>\n<li>\n<p>Complaint registration mechanism;<\/p>\n<\/li>\n<li>\n<p>Basic amenities- washrooms, drinking water, air filling services without charge.<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<li>\n<p style=\"font-weight: bold;\">Specific rights of LPG consumers:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li>\n<p>Timely delivery of refills;<\/p>\n<\/li>\n<li>\n<p>LPG cylinders of specified quality and weight;<\/p>\n<\/li>\n<li>\n<p>Emergency response established and maintained by LPG distributors for leakage related complaints;<\/p>\n<\/li>\n<li>\n<p>Booking through multiple channels;<\/p>\n<\/li>\n<li>\n<p>Accurate subsidy credit and transparent billing;<\/p>\n<\/li>\n<li>\n<p>Complaint registration through toll-free numbers and other channels;<\/p>\n<\/li>\n<li>\n<p>Safe delivery and installation by authorized personnel.<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<li>\n<p style=\"font-weight: bold;\">Specific rights of petrol and diesel consumers at retail outlets:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li>\n<p>Availability of petrol\/ diesel during specified working hours;<\/p>\n<\/li>\n<li>\n<p>Dispensing of unadulterated fuel meeting quality standards;<\/p>\n<\/li>\n<li>\n<p>Calibrated and verified dispensing equipment with valid certificate;<\/p>\n<\/li>\n<li>\n<p>Display of Maximum Retail Price;<\/p>\n<\/li>\n<li>\n<p>Receipt of transactions;<\/p>\n<\/li>\n<li>\n<p>Clean and hygienic facilitates- washroom, drinking water, air filling services without charge;<\/p>\n<\/li>\n<li>\n<p>Complaint registration mechanism displayed prominently;<\/p>\n<\/li>\n<li>\n<p>Right to report quality and quantity issues within 24 hours of purchase.<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<li>\n<p style=\"font-weight: bold;\">General duties of consumers:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li>\n<p>To provide accurate information while applying for new connection services;<\/p>\n<\/li>\n<li>\n<p>Use petroleum\/ petroleum products and natural gas in safe manner;<\/p>\n<\/li>\n<li>\n<p>Pay bills and charges within the due date;<\/p>\n<\/li>\n<li>\n<p>Not to indulge in theft, diversion or unauthorized use;<\/p>\n<\/li>\n<li>\n<p>Not tamper with meters, pipelines, dispensing equipment or any other installation of the entity;<\/p>\n<\/li>\n<li>\n<p>Allow authorized personnel of the entity for meter reading, inspection, maintenance and safety checks;<\/p>\n<\/li>\n<li>\n<p>Report complaints within 24 hours for quality and quantity issues at retail outlets.<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<li>\n<p style=\"font-weight: bold;\">A four-tier Grievance Redressal Mechanism will apply uniformly across the oil and gas sector:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li>\n<p><span style=\"font-weight: bold;\">Tier 1-<\/span> Consumer Complaint Cell \/ Customer Care of the entity (First Point of Contact);<\/p>\n<\/li>\n<li>\n<p><span style=\"font-weight: bold;\">Tier 2-<\/span> In-charge Customer Care \/ Nodal Officer at entity level;<\/p>\n<\/li>\n<li>\n<p><span style=\"font-weight: bold;\">Tier 3-<\/span> Appellate Authority at entity level;<\/p>\n<\/li>\n<li>\n<p><span style=\"font-weight: bold;\">Tier 4-<\/span> PNGRB Escalation Portal (IGMS) \/ Ombudsman \/ Board.<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<li>\n<p style=\"font-weight: bold;\">PNGRB Integrated Grievance Management System Portal:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li>\n<p>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.<\/p>\n<\/li>\n<li>\n<p>This portal will serve as a final escalation platform for complaints that remain unresolved after exhausting an entity&#8217;s internal grievance redressal mechanism.<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<li>\n<p><span style=\"font-weight: bold;\">Consumer awareness and education<\/span> can be enhanced by:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li>\n<p>Conducting consumer awareness programmes;<\/p>\n<\/li>\n<li>\n<p>Conducting consumer awareness campaigns;<\/p>\n<\/li>\n<li>\n<p>Providing consumer education material;<\/p>\n<\/li>\n<li>\n<p>Allocating budget for consumer awareness.<\/p>\n<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p style=\"font-style: italic;\">These Regulations have been notified to strengthen consumer rights across India&#8217;s oil and gas sector. These Regulations ensure safety, quality supply, fair trade practices, timely grievance redressal, and consumer education, while preserving rights under the Consumer Protection Act, 2019.<\/p>\n","protected":false},"author":67515,"featured_media":380121,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[4,15],"tags":[101729,101738,37027,101740,101735,101739,101736,101730,101728,101726,101741,101731,50719,101727,101732,101725,101724,101737,101734,101733],"class_list":["post-380120","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-legislationupdates","category-rules_regulations","tag-cng-consumer-rights","tag-consumer-complaint-mechanism-oil-gas","tag-consumer-protection-act-2019","tag-energy-consumer-awareness","tag-energy-sector-consumer-protection","tag-fair-trade-practices-petroleum","tag-grievance-redressal-oil-and-gas","tag-lpg-consumer-rights","tag-natural-gas-consumer-protection","tag-oil-and-gas-consumer-rights","tag-oil-and-gas-regulations-india","tag-petrol-diesel-consumer-rights","tag-petroleum-and-natural-gas-regulatory-board","tag-petroleum-consumer-rights-india","tag-png-consumer-rights","tag-pngrb-act-2006","tag-pngrb-consumer-protection-regulations-2025","tag-pngrb-igms-portal","tag-right-to-information-petroleum-products","tag-right-to-safety-petroleum"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.4 (Yoast SEO v26.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>PNGRB (Consumer Protection) Regulations, 2025 | SCC Times<\/title>\n<meta name=\"description\" content=\"PNGRB Consumer Protection Regulations, 2025 safeguard consumer rights in India&#039;s oil and gas sector, covering petroleum, natural gas, LPG, CNG, petrol, diesel, safety, quality supply, fair trade, and grievance redressal.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.scconline.com\/blog\/post\/2026\/04\/03\/pngrb-consumer-protection-regulations-2025\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"PNGRB (Consumer Protection) Regulations, 2025 \u2014 Consumer Rights &amp; 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Insertion: Regulation 3 (1): Levy of\u2026","rel":"","context":"In &quot;Legislation Updates&quot;","block_context":{"text":"Legislation Updates","link":"https:\/\/www.scconline.com\/blog\/post\/category\/legislationupdates\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2017\/09\/Parliament_Colour.jpg?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2017\/09\/Parliament_Colour.jpg?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2017\/09\/Parliament_Colour.jpg?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2017\/09\/Parliament_Colour.jpg?resize=700%2C400&ssl=1 2x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2017\/09\/Parliament_Colour.jpg?resize=1050%2C600&ssl=1 3x"},"classes":[]},{"id":287516,"url":"https:\/\/www.scconline.com\/blog\/post\/2023\/03\/22\/consumers-to-rightfully-receive-supply-of-natural-gas-from-unauthorised-entity-in-non-viable-circumstances-says-delhi-high-court-legal-news-legal-research-updates\/","url_meta":{"origin":380120,"position":1},"title":"\u2018PNG Regulatory Board may tear down statutorily constructed bubble of exclusivity\u2019; Delhi High Court balances rights of consumers and PNG \u2018authorised entities\u2019","author":"Editor","date":"March 22, 2023","format":false,"excerpt":"The Delhi High Court was of the view that the \u201cregard had to be given to the fact that the said provision was not a penal provision or one which is designed to punish an Authorised Entity for having failed to achieve set out targets. It was fundamentally focussed upon\u2026","rel":"","context":"In &quot;Case Briefs&quot;","block_context":{"text":"Case Briefs","link":"https:\/\/www.scconline.com\/blog\/post\/category\/casebriefs\/"},"img":{"alt_text":"Delhi High Court","src":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2023\/02\/MicrosoftTeams-image-472.png?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2023\/02\/MicrosoftTeams-image-472.png?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2023\/02\/MicrosoftTeams-image-472.png?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2023\/02\/MicrosoftTeams-image-472.png?resize=700%2C400&ssl=1 2x"},"classes":[]},{"id":353169,"url":"https:\/\/www.scconline.com\/blog\/post\/2025\/07\/11\/interim-exemption-from-registration-for-lng-terminals\/","url_meta":{"origin":380120,"position":2},"title":"Delhi High Court grants interim exemption from mandatory registration to entities operating LNG terminals","author":"Editor","date":"July 11, 2025","format":false,"excerpt":"Section 15 of the PNGRB Act mandates registration of entities that are establishing or operating LNG terminals after the \u2018appointed date\u2019.","rel":"","context":"In &quot;Case Briefs&quot;","block_context":{"text":"Case Briefs","link":"https:\/\/www.scconline.com\/blog\/post\/category\/casebriefs\/"},"img":{"alt_text":"LNG terminals registration exemption","src":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2025\/07\/LNG-terminals-registration-exemption.webp?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2025\/07\/LNG-terminals-registration-exemption.webp?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2025\/07\/LNG-terminals-registration-exemption.webp?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2025\/07\/LNG-terminals-registration-exemption.webp?resize=700%2C400&ssl=1 2x"},"classes":[]},{"id":378576,"url":"https:\/\/www.scconline.com\/blog\/post\/2026\/03\/17\/cam-advises-government-of-india-petroleum-natural-gas-rules-2025\/","url_meta":{"origin":380120,"position":3},"title":"Cyril Amarchand Mangaldas advised the Ministry of Petroleum and Natural Gas, Government of India on the drafting of the Petroleum and Natural Gas Rules, 2025","author":"Editor","date":"March 17, 2026","format":false,"excerpt":"Cyril Amarchand Mangaldas advised the Ministry of Petroleum and Natural Gas, Government of India, on drafting the Petroleum and Natural Gas Rules, 2025 under the Oilfield (Regulation and Development) Amendment Act, 2025. The firm also assisted in revising the Model Revenue Sharing Contract under the Open Acreage Licensing Policy.","rel":"","context":"In &quot;Law Firms News&quot;","block_context":{"text":"Law Firms News","link":"https:\/\/www.scconline.com\/blog\/post\/category\/news\/law-firms-news\/"},"img":{"alt_text":"CAM Advises Government On Petroleum Rules 2025","src":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2026\/03\/CAM-Advises-Government-On-Petroleum-Rules-2025.webp?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2026\/03\/CAM-Advises-Government-On-Petroleum-Rules-2025.webp?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2026\/03\/CAM-Advises-Government-On-Petroleum-Rules-2025.webp?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2026\/03\/CAM-Advises-Government-On-Petroleum-Rules-2025.webp?resize=700%2C400&ssl=1 2x"},"classes":[]},{"id":6693,"url":"https:\/\/www.scconline.com\/blog\/post\/2015\/07\/14\/petroleum-and-natural-gas-regulatory-board-cannot-determine-the-mrp-and-compression-charges-for-cng-with-regard-to-city-or-local-gas-distribution-network\/","url_meta":{"origin":380120,"position":4},"title":"Petroleum and Natural Gas Regulatory Board cannot determine the MRP, and compression charges for CNG with regard to city or local gas distribution network","author":"Sucheta","date":"July 14, 2015","format":false,"excerpt":"Supreme Court: While deciding the issue that whether the Petroleum and Natural Gas Regulatory Board (hereinafter the Board) is empowered to regulate\/fix the maximum retail price (MRP) of the gas sold by entities like Indraprasth Gas Ltd., and fix network tariff and compression charge for entities having their own distribution\u2026","rel":"","context":"In &quot;Supreme Court&quot;","block_context":{"text":"Supreme Court","link":"https:\/\/www.scconline.com\/blog\/post\/category\/casebriefs\/supremecourt\/"},"img":{"alt_text":"","src":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2017\/09\/Supreme-Court_Colour.jpg?resize=350%2C200&ssl=1","width":350,"height":200,"srcset":"https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2017\/09\/Supreme-Court_Colour.jpg?resize=350%2C200&ssl=1 1x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2017\/09\/Supreme-Court_Colour.jpg?resize=525%2C300&ssl=1 1.5x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2017\/09\/Supreme-Court_Colour.jpg?resize=700%2C400&ssl=1 2x, https:\/\/i0.wp.com\/www.scconline.com\/blog\/wp-content\/uploads\/2017\/09\/Supreme-Court_Colour.jpg?resize=1050%2C600&ssl=1 3x"},"classes":[]},{"id":217940,"url":"https:\/\/www.scconline.com\/blog\/post\/2019\/08\/12\/president-gives-assent-to-consumer-protection-bill-2019\/","url_meta":{"origin":380120,"position":5},"title":"President gives assent to &#8212; Consumer Protection Bill, 2019","author":"Bhumika Indulia","date":"August 12, 2019","format":false,"excerpt":"President gives its approval for the Consumer Protection Bill, 2019 which aims to protect the rights of consumers by establishing authorities for timely and effective administration and settlement of consumers\u2019 dispute. 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