Executive Summary:
The document addresses Lok Sabha question 748 regarding the redressal of complaints related to petrol pumps, specifically concerning adulteration and low measurement. It details provisions for registering and addressing complaints, the number of petrol pumps and associated complaints in Dungarpur and Banswara districts, the status of CNG pumps in the Banswara constituency, and plans for CNG promotion. Data is current as of July 1, 2025, for petrol pumps and May 31, 2025, for CNG stations.
Key Points / Main Content:
Complaint Redressal Mechanisms:
* Oil Marketing Companies (OMCs) have implemented Marketing Discipline Guidelines (MDG) to address irregularities at Retail Outlet (RO) Dealerships, including adulteration and low measurement.
* The Motor Spirit and High Speed Diesel (Regulation of Supply, Distribution and Prevention of Malpractices) Order, 2005, provides for punitive action against adulteration.
* Universal Service Obligations (USOs) have been extended to all retail outlets to ensure quality fuel supply.
* Consumers can register complaints via OMCs' online portals and the Centralized Public Grievance Redress and Monitoring System (CPGRAMS).
Petrol Pump Statistics (Dungarpur and Banswara):
* As of 01.07.2025, there are 93 ROs in Dungarpur and 108 ROs in Banswara districts under the Banswara Parliamentary Constituency.
* From FY 2020-21 to June 2025, OMCs received 32 complaints related to product quality and quantity, all of which were investigated and resolved.
CNG Infrastructure:
* CNG station establishment is part of City Gas Distribution (CGD) network development by entities authorized by the Petroleum and Natural Gas Regulatory Board (PNGRB).
* Banswara Parliamentary Constituency falls under the Jhabua, Banswara, Ratlam, and Dungarpur Districts Geographical Area (GA).
* As of 31.05.2025, the authorized CGD entity has established 33 CNG stations in the GA.
Impact Analysis:
Consumers:
* Impact: Consumers have multiple avenues to register complaints regarding adulteration and low measurement at petrol pumps, ensuring quality and quantity of fuel.
* Action Required: Utilize online portals (OMCs or CPGRAMS) to register complaints and monitor their resolution.
Oil Marketing Companies (OMCs):
* Impact: OMCs are responsible for implementing MDG guidelines, addressing consumer complaints, and ensuring quality and quantity standards at retail outlets.
* Action Required: Adhere to MDG guidelines, investigate and resolve consumer complaints promptly, and maintain online portals for complaint registration.
Authorized CGD Entity:
* Impact: The entity is responsible for establishing CNG stations as per the Minimum Work Programme (MWP) within the designated Geographical Area (GA).
* Action Required: Continue establishing CNG stations within the Jhabua, Banswara, Ratlam, and Dungarpur Districts GA according to the MWP.
Petrol Pump Dealers:
* Impact: Subject to MDG guidelines and dealership agreements, facing potential action for irregularities.
* Action Required: Maintain adherence to quality and measurement standards to avoid penalties under MDG guidelines and dealership agreements.
Key Entities Referenced
Rajkumar Roat: Member of Parliament who raised the question in Lok Sabha.
Ministry of Petroleum and Natural Gas: The government ministry responsible for petroleum and natural gas.
Dungarpur District, Rajasthan: A district in Rajasthan where petrol pumps and related complaints were investigated.
Banswara District, Rajasthan: A district in Rajasthan and part of the Banswara Lok Sabha Constituency, where petrol pumps and related complaints were investigated.
Banswara Lok Sabha Constituency: Parliamentary constituency covering Banswara and nearby areas.
Suresh Gopi: Minister of State in the Ministry of Petroleum and Natural Gas.
Marketing Discipline Guidelines MDG: Guidelines formulated and implemented by Public Sector Oil Marketing Companies OMCs for checking irregularities at Retail Outlet RO Dealerships.
Petroleum and Natural Gas Regulatory Board PNGRB: The regulatory body that authorizes entities for City Gas Distribution CGD Network development.
LOK SABHA
UNSTARRED QUESTION NO. 748
TO BE ANSWERED ON 24THJULY, 2025
Redressal of Petrol Pum ps related Complaint
†748. Shri Rajkumar Roat:
पे(cid:367)ोिलयम और (cid:255)ाकृितक गैस मं(cid:253)ी
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
पे(cid:367)ोिलयम और (cid:255)ाकृितक गैस मं(cid:253)ालय म(cid:164) रा(cid:186)य म(cid:253)ं ी
( )
(cid:174)ी सरु ेश 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, 2022-23,2023-
24, 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.
*****