Lok Sabha Question No. 748 (UNSTARRED), answered on 2025-07-24
Subject: Redressal of Petrol Pumps related Complaints
Ministry: PETROLEUM AND NATURAL GAS
Asked by: Shri Rajkumar Roat

## LOK SABHA UNSTARRED QUESTION  NO. 748

## TO BE ANSWERED ON 24 TH JULY, 2025

## Redressal of Petrol Pumps related Complaint

## † 748.  Shri Rajkumar Roat :

## पेůोिलयम और ÿाक ृ ितक गैस मंýी

Will the Minister of PETROLEUM AND NATURAL GAS be pleased to state:

- (a) the  details  of  the  provisions  made  by  the  Government  regarding  registration  and redressal of complaints relating to adulteration and low measurement at petrol pumps;
- (b) the number of petrol pumps in Dungarpur and Banswara districts under the Lok Sabha Constituency of Banswara along with the number of complaints received and redressed during each of the last five years and the current year;
- (c) the  number  of  Compressed  Natural  Gas  (CNG)  pumps  in  the  Banswara  Lok  Sabha Constituency; and
- (d) whether the Union Government is considering promoting CNG by opening more CNG pumps in the region and if so, the details thereof and the provisions prescribed to open such pumps?

## ANSWER

## पेůोिलयम और ÿाक ृ ितक गैस मंýालय म¤ राºय मंýी

## ( ®ी सुरेश गोपी )

## MINISTER OF STATE IN THE MINISTRY OF PETROLEUM AND NATURAL GAS (SHRI SURESH GOPI)

- (a) and (b)  Public Sector Oil Marketing Companies (OMCs) have formulated and implemented Marketing Discipline Guidelines (MDG) for checking irregularities or malpractices including  adulteration  and  low  measurement  at  Retail  Outlet  (RO)  Dealerships. Action is taken in case of established irregularities against erring dealers as per MDG guidelines and the Dealership agreement. MDG guidelines are available at website: https://iocl.com/marketing-discipline-guidelines.

The  Central  Government  has  also  issued  the  Motor  Spirit  and  High  Speed  Diesel (Regulation  of  Supply,  Distribution  and  Prevention  of  Malpractices)  Order,  2005 under Essential Commodities Act, 1955 which provides for punitive action against malpractices such as adulteration of petroleum products. Further, in June, 2022, the Government has extended the scope of Universal Service Obligations (USOs) to all retail outlets including remote area retail outlets. USOs have been prescribed so that authorized  entities  provide  quality  and  uninterrupted  fuel  supply  services  to  the consumers.

OMCs have online portal which allows consumers to register complaints relating to adulteration  and  low  measurement.  Besides  this,  the  Centralized  Public  Grievance Redress and Monitoring System (CPGRAMS) portal is another mode through which consumers can register their complaints.

As on 01.07.2025, OMCs have set up 93 ROs in Dungarpur District and 108 ROs in Banswara districts under the Banswara Parliamentary Constituency.

PSU OMCs have informed that during the FY 2020-21, 2021-22, 2022-23,202324, 2024-25 and current FY 2025-26 till June 2025 , they have received 3,6,7,6,6 and 4 (total 32) customer complaints (related to Quality and Quantity of product delivered) respectively in Dungarpur and Banswara districts under the Banswara Parliamentary Constituency and all complaints were investigated and resolved.

- (c) and (d) Establishment of Compressed  Natural Gas (CNG)  station is part of the development  of  City  Gas  Distribution  (CGD)  Network  and  the  same  is  being carried out by  the entities  authorised by Petroleum and Natural  Gas Regulatory Board (PNGRB) as per their Minimum Work Programme (MWP).

Banswara Parliamentary Constituency falls under Jhabua, Banswara, Ratlam and Dungarpur  Districts  Geographical  Area  (GA).  The  authorized  CGD  entity  is required to set up CNG stations in the GA as per its MWP. As on 31.05.2025 the authorised  CGD  entity  has  established  33  CNG  stations  in  Jhabua,  Banswara, Ratlam and Dungarpur Districts GA.

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