Timely refill of LPG cylinders and 48-hour prior notice in case of Piped Natural Gas supply disruptions will now be counted as essential rights of consumers.In the midst of crude oil and natural gas supply disruptions due to the West Asia war, the government has taken a major step to strengthen the rights of consumers of petrol, petroleum products and natural gas.The national oil and gas sector regulator, Petroleum and Natural Gas Regulatory Board (PNGRB), has notified consumer protection regulations for the petroleum and natural gas sector to list eight essential rights and set uniform grievance redressal framework.The new rules lay down a comprehensive framework to safeguard consumer interests across the petroleum, petroleum products and the natural gas sector.The regulations, which have come into force, will apply to all entities engaged in refining, processing, storage, transportation, distribution and marketing of petroleum and natural gas and across all consumer categories.The new regulations cover all consumers, including domestic PNG users, commercial and industrial consumers, CNG vehicle users, LPG consumers, as well as petrol and diesel customers at retail outlets.Importantly, the rules clarify that these provisions do not dilute the rights available under the Consumer Protection Act, 2019, or any other applicable law.For the first time, PNGRB has formally defined a set of eight core consumer rights, including the right to safety, right to information, right to choose, right to be heard, right to redressal, right to quality and assured supply, right to fair trade practices and right to consumer education.The rules say that PNG consumers are entitled to timely new connections, defined service timelines, advance notice (at least 48 hours) for any planned supply disruptions and transparent billing.CNG consumers must receive accurate quantity and quality of gas and proper receipts besides access to basic amenities like drinking water, toilets and air facilities at stations.LPG consumers can as a right claim assured timely refill delivery, correct subsidy transfer, safe installation and access to emergency helplines for leakage complaints.Petrol and diesel consumers at retail outlets are guaranteed correct quantity, standard quality fuel, visible pricing and basic public facilities. The new order introduces a four-tier grievance redressal system.Disgruntled consumers must first approach the company’s customer grievance cell, followed by escalation to a nodal officer and then an appellate authority.If the complaint still remains unresolved, it can be taken to the PNGRB through its Integrated Grievance Redressal System (IGMS) or to an ombudsman.All entities are required to establish a consumer complaint cell which will be mandated to receive complaints through multiple channels — walk-in customer care centres, toll-free helpline, emergency helpline, chatbots, QR codes and email to official grievance addresses.Every entity must acknowledge complaints within 24 hours and resolve them within prescribed turnaround times (TAT), depending on the nature of the complaint.The regulations even mandate a centralised Customer Relationship Management (CRM) system to track complaints, with real-time status updates accessible to consumers.Defined obligations of companies are also part of new rules.All oil marketing companies, city gas distribution entities and LPG distributors are required to ensure uninterrupted supply (except in force majeure situations), maintain adequate stock, adhere to safety and quality standards and prominently display pricing and certification details.