Petrol bunks across India are required to provide certain customer facilities free of cost. These rules are issued by the Ministry of Petroleum & Natural Gas and enforced through oil marketing companies (OMCs) like IOC, HPCL, and BPCL.
Many people do not know these rights, and some petrol bunks try to ignore or deny them. This guide explains:
- What free services are mandatory
- What your rights are
- How to file a complaint if a petrol bunk refuses service
- What action is taken after the complaint
⭐ Mandatory Free Services at All Petrol Bunks in India
Every petrol station in India must provide these facilities free of cost:
✅ 1. Free Tire Air (Tyre Pressure Check)
All bunks must provide free air filling, including nitrogen (if available). They cannot charge even ₹1. Air machines should be in working condition during all operating hours.
✅ 2. Free Drinking Water
Potable drinking water must be available for customers. Water should be clean and properly maintained.
✅ 3. Clean & Accessible Toilets
Every bunk must provide free, clean, and usable toilets. Toilets must be accessible to everyone, including women and people with disabilities.
✅ 4. First-Aid Box
A working first-aid kit must be available at all times. The staff should know basic emergency handling.
✅ 5. Fire Safety Equipment
All bunks must install and maintain fire extinguishers and safety tools. Staff must be trained to use them effectively.
✅ 6. Display Mandatory Information
The petrol bunk must display:
- Working hours
- Oil company helpline numbers (HP/IOCL/BPCL)
- Manager/Dealer contact number
- Complaint and suggestion box availability
✅ 7. Complaint / Suggestion Book
A physical complaint book must be given immediately on customer request. No staff member can deny it or question your reason for complaining.
🚨 If Petrol Bunk Refuses Free Services – What Should You Do?
If any mandatory facility like air, water, or toilet is denied, you can file an official complaint through one of these methods:
📌 1. Call the Oil Company Helpline (Fastest Response)
➡ Indian Oil (IOCL)
📞 1800-2333-555
✉ customerfeedback@indianoil.in
➡ Bharat Petroleum (BPCL)
📞 1800-22-4344
✉ customercare@bharatpetroleum.in
➡ Hindustan Petroleum (HPCL)
📞 1800-233-3555
✉ corphqo@hpcl.in
You will receive a Service Request or Complaint Number instantly after registering your issue.
📌 2. Use the OMC Official Mobile App
Available apps include:
- IndianOil ONE App
- HP Pay App
- BPCL SmartDrive App
You can submit photos, video proof, and details of the petrol bunk (name and location) through these apps.
📌 3. Use the Petrol Pump Complaint Book
Ask for the Complaint & Suggestion Book on the spot. By law, they must provide it. Write:
- Date and time
- Issue (for example, “Free air not available”)
- Your contact number
OMC officials inspect these entries during periodic audits.
📌 4. File an Online Complaint (Highly Effective)
Submit your grievance through the official Petroleum Ministry portal:
Provide the following details:
- Petrol pump name and address
- Issue details
- Photos/videos
- Bill copy (optional)
This complaint goes directly to the Petroleum Ministry and the respective oil company officials.
🛠 What Happens After You File a Complaint?
Once your complaint is registered, the oil company must take action within 48–72 hours. The process usually follows these steps:
1️⃣ OMC Assigns a Field Officer
A company officer (HPCL/IOCL/BPCL) visits the petrol bunk and checks:
- Air machine condition
- Toilet cleanliness
- Drinking water availability
- Display boards
- Complaint book availability
2️⃣ Bunk Owner / Dealer Gets a Warning
If the violation is confirmed, the dealer receives an official warning and must fix the issue immediately, followed by submitting a compliance report.
3️⃣ Penalties & Fines
Repeated violations can result in:
- Heavy fines
- Suspension of dealership
- Temporary closure
- Show-cause notice
OMCs take such issues seriously to maintain compliance and service standards.
4️⃣ You Receive a Follow-up Call or SMS
Within 48–72 hours, you will receive an update through call, SMS, or email detailing:
- Action taken
- Dealer’s corrective steps
- Warning or penalty issued (if any)
📌 Why Complaints Are Important
Every complaint is officially recorded. Multiple complaints lead to stricter action against defaulters. Raising a complaint helps improve:
- Customer facilities
- Staff behavior
- Safety standards
- Public awareness
📝 Conclusion
Free air, water, toilets, and other facilities at petrol bunks are not favors — they are your legal rights. If any petrol pump denies these services, you can raise a complaint through:
- Toll-free helplines
- Official mobile apps
- Complaint book
- PG Portal
Oil companies take such complaints seriously and act strictly against violators. Your awareness ensures better service for everyone.
