New Delhi: The Petroleum and Natural Gas Regulatory Board (PNGRB) has set up a formal Ombudsman mechanism for grievance redressal to strengthen consumer protection.Under the new rules, consumers will now have the option to escalate unresolved complaints beyond the company level to an independent authority designated as the Ombudsman. This provision applies after a defined escalation process within the company, which includes review by a nodal officer and an appellate authority.The mechanism has been notified under the Petroleum and Natural Gas Regulatory Board (Consumer Protection) Regulations, 2025, which were issued on Monday. The notification sets out the rights and duties of oil and gas consumers, gas distribution companies, LPG distributors, retail petroleum outlets and oil marketing companies.The move aims to address a long-standing shortcoming in the sector, where grievance redressal remains largely confined to internal company systems with limited external oversight. By introducing an Ombudsman, the regulator has created an additional layer of accountability for entities engaged in the supply and distribution of petroleum products and natural gas.The notification provides that the Ombudsman will be appointed by the PNGRB and will be responsible for expeditious resolution of consumer complaints as well as other functions assigned by the Board. It also sets out the framework for resolution, including provisions for settlement through facilitation or mediation between the parties. If consumers do not get their complaints resolved within the prescribed time limit or are dissatisfied with the decision of the company’s appellate authority, they can approach the Ombudsman.The rules also make it clear that this mechanism is in addition to, and does not take away, the right of consumers to seek remedy under the Consumer Protection Act.