PNGRB notifies Ombudsman mechanism to strengthen consumer grievance redressal

NEW DELHI: The Petroleum and Natural Gas Regulatory Board (PNGRB) has put in place a formal ombudsman mechanism for grievance redressal to strengthen consumer protection.

Under the new rules, consumers will now have the option to escalate unresolved complaints beyond the company level to an independent authority designated as the ombudsman. The provision comes into play after a defined escalation process within the company, including review by a nodal officer and an appellate authority.

The mechanism has been notified under the Petroleum and Natural Gas Regulatory Board (Consumer Protection) Regulations, 2025, which were issued on Monday. The notification lays down the rights and duties of oil and gas consumers, gas distribution companies, LPG distributors, retail petroleum outlets and oil marketing companies.

The move is aimed at addressing a long-standing gap in the sector, where grievance redressal largely remained confined to internal company systems, with limited external oversight. By introducing an ombudsman, the regulator has created an additional layer of accountability for entities engaged in the supply and distribution of petroleum products and natural gas.

The notification provides that the ombudsman will be appointed by PNGRB and will be responsible for the expeditious resolution of consumer complaints, as well as other functions assigned by the board. It also lays down the framework for resolution, including provisions for settlement through facilitation or mediation between the parties. Consumers can approach the ombudsman if their complaints remain unresolved within stipulated timelines or if they are dissatisfied with the decision of the company’s appellate authority.

The rules also clarify that this mechanism is in addition to, and does not take away, the right of consumers to seek remedies under the Consumer Protection Act.

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