File Complaint Against “HP Petrol Pump” with Government of India

File Complaint Against "HP Petrol Pump" with Government of India (Ministry of Petroleum & Natural Gas)

Do not argue with the attendant. Immediate escalation path:

1. Demand the "Complaint Book" (Mandatory by law).
2. Tweet the issue to @MoPNG_eSeva (Official Ministry Handle).
3. If unresolved, file on pgportal.gov.in (CPGRAMS) under "Ministry of Petroleum & Natural Gas."
Critical: You must quote the Dealer Code (painted on the main board) in your complaint.

Most users complain to the pump manager, who often ignores them. The manager works for the Dealer (the private owner), not the Government. To get results, you must bypass the Dealer and hit the Oil Marketing Company (OMC) or the Ministry (MoPNG) directly.
Under the Marketing Discipline Guidelines (MDG) 2024, dealers face heavy penalties (suspension of sales for 15-30 days) for "Refusal to provide complaint book" or "Short Delivery."

Checklist

• The Bill/Receipt: No bill = No evidence. You must have the printed receipt showing the Pump ID and Time.
  
• Dealer Details: Take a photo of the main board showing the "Dealer Name" and "Dealer Code" (e.g., 123456).
  
• Evidence: Video of the meter reading, the refusal to perform tests, or photos of the dirty facility.
  
• The Hidden Requirement: The Density Test. Every morning, the tanker driver and pump manager sign a "Density Register." The density shown on the Dispenser Screen (e.g., 745.0 kg/m3) MUST match the density on the Invoice/Register within a margin of ±3.0 kg/m3. If the gap is higher, the fuel is adulterated. Mentioning "Density Mismatch" triggers an immediate vigilance raid.
  

Valid Circumstances for Complaint (Under MDG 2024)
You can legally file a grievance if the petrol pump violates any of the following:

• Short Delivery: The machine dispenses less fuel than paid for. (Verify with 5-Liter Measure).
  
• Adulteration: Fuel is mixed with kerosene, water, or solvents. (Verify with Filter Paper/Density Test).
  
• Refusal of Checks: If they refuse to give you the Filter Paper, 5-Liter Measure, or Complaint Book.
  
• Facility Denial: Free Air, Clean Toilet, and Drinking Water are mandatory. If denied or dirty, it is a punishable offense.
  
• Overcharging: Charging more than the displayed price or refusing digital payments.
  
• Rude Behavior: Misbehavior by staff is a specific violation under MDG Clause 5.1.18.
  

Step-by-Step Guide

• Step 1: The "MoPNG e-Seva" (Fastest)
  Open X (Twitter) or Facebook. Post your complaint tagging @MoPNG_eSeva, @HPCL, and @HardeepSPuri (Minister).
  Format: "Complaint against HP Pump [Dealer Code], [Location]. Issue: [Short Fueling/Rudeness]. Bill Attached."
  This usually gets a response within 4-6 hours.
  
• Step 2: The Official HPCL Portal
  Go to hindustanpetroleum.com > "Grievance Redressal."
  Or use the toll-free number: 1800-2333-555.
  Get a Docket Number. This is mandatory for the next step.
  
• Step 3: The Nuclear Option (CPGRAMS)
  If Step 1 & 2 fail, go to pgportal.gov.in.
  Register > File Grievance > Select Ministry: "Petroleum & Natural Gas."
  Attach the HPCL Docket Number and your evidence. This forces the Joint Secretary level officers to ask HPCL why the ticket wasn't closed.
  

How It Works & Hidden Details
The "Filter Paper" Test:
Under the Motor Spirit and High Speed Diesel (Regulation of Supply, Distribution and Prevention of Malpractices) Order, every pump MUST stock "Whatman Filter Paper."
If you suspect the petrol is mixed with kerosene/water:

1. Ask for the Filter Paper.
2. Put 2 drops of petrol on it.
3. Wait 2 minutes.
4. If it evaporates leaving no stain (pure white), it is clean. If it leaves a pink/greasy stain, it is adulterated.
Refusal to give this paper is a non-bailable offense under the Essential Commodities Act.

Things to Watch Out For

• Risk 1: The "Power Cut" Excuse. If you ask for a 5-Liter Quantity Test (using the standard calibrated measure), the attendant might cut the power or say "Machine down." Record this on video. It proves intent to cheat.
  
• Risk 2: "Zero" Meter. Always ensure the meter starts at 0.00. A common scam is starting at 50.00 and distracting you.
  

Frequently Asked Questions

• Q: Can I complain about the toilet?
  A: Yes. Under MDG 2024, clean toilets and free air are part of the "Dealer Commission." If they are dirty/locked, the dealer can be fined.
  
• Q: What if the attendant threatens me?
  A: Call 112 immediately. Do not engage physically. The CCTV footage (mandatory at all pumps) will be seized during the inquiry.
  

Fuel is a regulated commodity; you are not just a customer, you are a rights-holder under the Essential Commodities Act.

Update: Additional Details & Recent Changes

• E20 Ethanol Blending & Water Checks (2026 Context):
  With the nationwide rollout of E20 Petrol (20% Ethanol), the standard "Filter Paper" test is still valid for finding *impurities*, but for Water Detection, you must now demand the Water Finding Paste test. Ethanol absorbs moisture from the air. If the paste turns from Green to Pink/Purple, the tank has water separation. This is more common and dangerous in E20 fuel than the old pure petrol.
• New Consumer Rights (PNGRB Regulations 2025):
  The Petroleum and Natural Gas Regulatory Board (Consumer Protection) Regulations, 2025 (notified late 2025) have codified your "Right to Redressal." This moves complaints from just "Company Guidelines" (MDG) to "Legal Rights," allowing you to seek compensation for engine damage caused by adulterated fuel directly through the Ombudsman.
• MDG 2024 "Zero Tolerance" Clauses:
  Under the revised Marketing Discipline Guidelines (MDG) 2024 (Effective Oct 24, 2024), specific penalties were tightened. "Refusal to provide free air" or "Locked Toilets" now attracts a fine of ₹10,000 to ₹25,000 for the first offense, and a 7-day suspension of sales for the second. Use these exact terms in your Tweet for faster action.
• LPG/Emergency Hotline Usage:
  While 1906 is primarily for LPG leaks, in 2025-26 it was integrated as a general Emergency Response Centre for all Oil Industry hazards. If a pump attendant is physically threatening you or there is a fire risk (smoking staff), dial 1906 immediately alongside 112.

3. If it evaporates leaving no stain (pure white), it is clean.

Update: For E20 petrol, the evaporation might leave a faint ring due to the ethanol content/dye. This does not always mean adulteration. A "Greasy/Oily" stain that does not dry is the sign of Kerosene/Diesel mixing.