Petrol pump complaint: where to complain and what the dealer must keep

Short answer

At a public sector oil company's pump, ask for the suggestion/complaint book. Under that guideline the dealer must keep it and hand it over on demand MDG 2024, clause 1.6(iv), and must display the dealer's and the oil company's contact names and numbers MDG 2024, clause 1.6(viii). If that fails, call the oil company (Bharat Petroleum SmartLine: 1800 22 4344 BPCL SmartLine page) or the National Consumer Helpline (1915 or 1800 11 4000 NCH contact page). Numbers as on 9 November 2026.

MDG Services makes Dealer Kavach, an app for petrol pump dealers, so this page comes from the maker of a product it may mention. It is general information, not legal, tax or financial advice. Rules, fees and guidelines change and differ by oil company and state: every fact here names its source and the date we checked it, so confirm it with the oil company or the authority before you act. We do not sell, allot or arrange dealerships or licences.

Facts checked on 9 November 2026. Published by MDG Services on 9 November 2026.

What should I do first at the pump?

Ask the dealer for the suggestion/complaint book. It must be kept, handed over on demand, and a message that it exists must be displayed MDG 2024, clause 1.6(iv).
Write the date, time, pump, product and what went wrong, and photograph the page. This is practice, not a rule.
Note the dealer's and the oil company's contacts displayed at the outlet MDG 2024, clause 1.6(viii).
If the dealer refuses the book, that is itself an irregularity MDG 2024, clause 5.1.17. Go to the next step.

Public sector oil companies list complaint registers at all outlets, toll-free numbers, websites, apps, email and CPGRAMS as their routes PIB 23 Jul 2026. The dealer rules on this page are from their MDG 2024; a private company's dealer should ask for that company's own rules.

Where can I complain after that?

As on 9 November 2026:

Route	Contact	Use it for
Company person on the outlet board	Name and number on the board MDG 2024, clause 1.6(viii)	Any pump problem
Bharat Petroleum	SmartLine 1800 22 4344 BPCL SmartLine page	Any pump problem
Other oil companies	The company's website, and the outlet board	Any pump problem
National Consumer Helpline	1915 or 1800 11 4000, daily except national holidays, 8 am to 8 pm; WhatsApp +91 88000 01915 NCH contact page	Any consumer complaint
CPGRAMS	Online portal PIB 23 Jul 2026	Grievance to a government body

Which problem goes where?

Problem	What to do
Short delivery	Write it in the book. A variation in delivery should be reported to the Weights & Measures department and the oil company MDG 2024, clause 1.4.2(d). In practice, you can also tell your state's Legal Metrology department.
Bad quality	Ask for the filter paper test MDG 2024, clause 1.4.1(a). The oil company samples on a specific complaint MDG 2024, clause 2.2.
Overcharging	The outlet must display the authorised selling prices MDG 2024, clause 1.3(i). Tell the oil company.
Rude staff	Service must be prompt and courteous MDG 2024, clause 1.6(iii). Write it in the book.
No air or toilet	Air during operating hours MDG 2024, clause 1.6(ii) and a clean toilet MDG 2024, clause 1.6(vi) must be provided.

What if it is still not settled?

For a refund or compensation, a consumer can file a complaint with a District Commission, and may file it electronically Consumer Protection Act 2019, s.35. The Commission cannot admit it after two years from the cause of action unless there was sufficient cause Consumer Protection Act 2019, s.69. Ask an advocate about your case.

How should a dealer handle a complaint?

In practice, not as a rule: answer the same day, write what you did in the book, and fix the cause. See the complaint book in MDG 2024.

Where this comes from

MDG 2024, Bharat Petroleum site: the dealer's duties.
PIB release, 23 July 2026: the oil companies' complaint routes.
Bharat Petroleum SmartLine: the toll-free number.
National Consumer Helpline, contact page: numbers and hours.
Consumer Protection Act 2019, India Code: sections 35 and 69.

Questions people ask

01How to complain against a petrol pump? (petrol pump wale ki complaint kaise kare)

Ask for the complaint book, which the dealer must hand over on demand MDG 2024, clause 1.6(iv). Then call the oil company person named on the outlet board MDG 2024, clause 1.6(viii), or the National Consumer Helpline on 1915 NCH contact page.

02What is the petrol pump complaint number?

Each oil company has its own. Bharat Petroleum's SmartLine is 1800 22 4344 BPCL SmartLine page. For other companies use the number on the outlet board or the company's website.

03How to complain about petrol quality or density?

Ask for the filter paper test; MDG 2024 says filter paper should be made available to customers on demand MDG 2024, clause 1.4.1(a). The oil company draws samples when there is a specific complaint against an outlet MDG 2024, clause 2.2.

04How to complain about short delivery at a petrol pump?

Note the pump, nozzle and time and write it in the complaint book. MDG 2024 says a variation in delivery should be reported at once to the Weights & Measures department and the oil company MDG 2024, clause 1.4.2(d).

05Can a petrol pump refuse the complaint book?

Not at a public sector oil company's pump. Not keeping the book, or not handing it over when a customer asks, is an irregularity in their guideline MDG 2024, clause 5.1.17.

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