Frequently Asked Questions (FAQs)

The Integrated Grievance Redressal Portal is a unified online platform developed by the Petroleum and Natural Gas Regulatory Board (PNGRB) to facilitate efficient, transparent, and time-bound resolution of consumer grievances across the Oil and Gas Sector, including PNG (Piped Natural Gas), Compressed Natural Gas (CNG), LPG (Liquefied Petroleum Gas) and Retail Outlets / Fuel Stations (Petrol/Diesel/Auto LPG).

The portal aims to:

  • Provide a centralized and standardized mechanism for grievance redressal.
  • Ensure seamless auto-routing of grievances to the concerned entity.
  • Enable real-time tracking and monitoring of grievance resolution.
  • Enhance consumer satisfaction and accountability in the Oil & Gas sector.

Any consumer who has a grievance related to:

  • Piped Natural Gas (PNG)
  • Compressesd Natural Gas (CNG)
  • Liquified Petroleum Gas (LPG)
  • Retail outlet (RO) / Fuel Stations

Consumers can register grievances through PNGRB Integrated Grievance Redressal Portal

Consumers need to provide:

  • Consumer Details (Name, Mobile No., Email ID)
  • Nature and Type of Grievance (PNG / CNG / LPG / Retail Outlet)
  • Entity name (e.g., IOCL, BPCL, HPCL, GAIL Gas, Adani Total, etc.)
  • Description of grievance and supporting documents (if any)

  • Once submitted, the grievance is auto-routed to the concerned entity based on the service type and location.
  • The entity is required to acknowledge and resolve the grievance within the specified timelines.
  • Consumers will receive email updates regarding the status of their grievance.

Yes. Consumers can track their grievance using the unique grievance reference number generated at the time of submission of their grievance.

In case the consumer is not satisfied with the resolution provided by the entity, the grievance may be escalated through the IGMS portal to PNGRB.

No. The grievance redressal service is completely free of cost for all consumers.

Yes. PNGRB ensures data privacy and confidentiality of all consumers. Personal information is used solely for grievance redressal purposes.

  • Single-window system for all Oil & Gas-related grievances unresolved at Entity Level
  • Standardized response and tracking system
  • Transparency in grievance handling
  • Data-driven monitoring by PNGRB for service improvement