Checked against the Marketing Discipline Guidelines 2024 (Ver. 1, effective 24.10.2024) on 15 October 2026. Published by MDG Services on 29 October 2026.
What a customer can check and ask for
MDG lists what the dealer must provide, not customer rights. The table doubles as a dealer checklist.
| What you can check or ask for | What the dealer must do | Clause |
|---|---|---|
| Zero before fuel flows | The attendant shows the zero setting before each delivery, and the meter goes back to zero after each one | MDG 1.4.2(f) |
| A zero message on the pump | Every pump unit carries one | MDG 1.4.2(f) MDG 5.1.17 |
| The closing reading | The final meter reading is shown once the delivery ends | Circular 20.03.2025 |
| Filter paper to test petrol | Whatman 2 paper is kept and given to a customer who asks. See the filter paper test | MDG 1.4.1(a) |
| The complaint book | Kept, and handed over whenever a customer asks | MDG 1.6(iv) MDG 5.1.17 |
| Price, density, opening stock, contacts | Displayed. See the display boards page | MDG 1.6(viii) MDG 5.1.15 MDG 5.1.17 |
The contact numbers are on the board at the outlet, so none are printed here. The 20.03.2025 circular is a joint format for all three oil companies. It lists 20 minimum service obligations and sets no penalty of its own Circular 20.03.2025. See how they are checked.
Zero before delivery, step by step
- After the last delivery, the meter goes back to zero MDG 1.4.2(f).
- Before the next delivery starts, the attendant shows the customer the zero setting MDG 1.4.2(f).
- The fuel is delivered.
- Once it ends, the closing meter reading is shown Circular 20.03.2025.
What a miss costs the dealer
| If this is missing | How MDG treats it | Clause |
|---|---|---|
| The zero message on a pump | Minor irregularity | MDG 8.4(iii)(b) |
| Zero or the closing reading not shown | Customer service standard: minor-irregularity action | MDG 5.1.18 MDG 8.4(iii)(f) |
| The complaint book, or not handing it over | Minor irregularity | MDG 8.4(iii)(c) |
The action for a minor irregularity is a warning-cum-guidance letter at the first instance, Rs 10,000 per irregularity at the second, and Rs 25,000 from the third on MDG 8.4.
MDG's lists do not name a missing filter paper; unlisted matters get action after an enquiry MDG 8.5.4. See how repeat offences are counted.
Cheating on quantity is a different class. Tampered seals, a tampered totalizer and unauthorised fittings are critical, with termination at the first instance once established MDG 8.2 MDG 8.5.2. See W&M and totalizer seals.
Watch the one-minute explainer
Questions dealers ask
01How to check petrol pump cheating?
Ask the attendant to show zero before fuel flows and the closing reading after MDG 1.4.2(f) Circular 20.03.2025. Ask for filter paper MDG 1.4.1(a) and the complaint book MDG 1.6(iv).
02Is it compulsory to show zero before filling petrol, and is there a sticker?
Yes. The attendant shows the zero setting before each delivery starts, and each pump unit must carry a zero message or sticker MDG 1.4.2(f) MDG 5.1.17.
03What is petrol pump fraud, and how does MDG treat it?
MDG does not use the word fraud. Tampering with seals, the totalizer or the dispensing unit, and adulteration, are critical, ending in termination at the first instance once established MDG 8.2 MDG 8.5.2; overcharging is major MDG 8.3.
04What is the penalty if the attendant does not show zero?
The circular sets no penalty of its own; 5.1.18 applies minor-irregularity action MDG 5.1.18 Circular 20.03.2025: a warning-cum-guidance letter first, Rs 10,000 per irregularity the second time and Rs 25,000 from the third time on, as minimums MDG 8.4 MDG 8.5.1, once established MDG 8.5.2.
05Can a customer ask for a 5 litre check at a petrol pump?
MDG 2024 sets out no customer test; the 5-litre measure is kept for the dealer's pump testing MDG 1.4.2(b). Ask the dealer or your oil company.
Read the official text: Marketing Discipline Guidelines 2024 (PDF on Bharat Petroleum's website) (also published on iocl.com).
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