{"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 v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\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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