The National Petroleum Authority (NPA), through its Consumer Services Department under the Corporate Affairs Directorate, has successfully held the third and final phase of stakeholder engagements towards finalising the Consumer Complaints Guidelines for Ghana’s downstream petroleum sector.
This crucial final meeting, held at the Authority’s head office in Dzorwulu-Accra, brought together key industry stakeholders including the Chamber of Bulk Oil Distributors (CBOD), Ghana Bar Association, Toyota Ghana, and representatives from the education sector. The session also featured members of the drafting committee and the chairperson Mr. Awuku Larbi overseeing the process.
The engagement marked the culmination of a series of consultative meetings aimed at gathering input to develop a robust framework that protects consumer interests, ensures industry accountability, and promotes service excellence. The first and second phases of the engagements focused on initial reviews and technical feedback from petroleum service providers, civil society, and legal experts.
During the final meeting, participants emphasized the need for intensified public education on consumer rights, safety standards, product quality, and the importance of reporting grievances to the NPA. They commended the Authority for taking a proactive, transparent approach in drafting the Guidelines, which are expected to empower consumers and enhance service delivery across the value chain.
The Consumer Complaints Guidelines are being developed to formalise the process by which petroleum consumers can report grievances, seek redress, and hold service providers accountable. The Guidelines will also define timelines for complaint resolution, outline service provider responsibilities, and offer protections for consumers against unfair practices.
According to the Authority, the collaborative nature of the engagement process ensures that the final framework will reflect the real concerns of industry players, consumers, and regulatory bodies. The initiative underscores NPA’s broader commitment to transparency, fairness, and stakeholder inclusion in safeguarding public interest in the downstream petroleum industry.
