Public Grievance Redressal

Public Grievance:

Department of Administrative reforms and Public Grievances, (DARPG), Govt of India, has issued the following clarification regarding what is considered a "Public Grievance".

"It is clarified that in the context of Public Grievances Public is a generic term used to indicate various types of Stakeholders, be they Ministries / Departments / Organizations providing service to or having interface with any other Ministry / Department / Organization or State Governments or a group of Individuals, Associations,Industrialists, Professionals, Non-Governmental Organizations or Members of the Public. Hence, grievances received from any of them would constitute Public Grievances"

Public Grievance Redressal Mechanism in HPCL:

HPCL has established a Public Grievance Redressal system wherein designated officers of the Corporation will be available every Friday between 4.00 PM to 5.00 PM at all major locations to hear & facilitate Redressal of Grievances of the Public, if any.

The public can contact the Public Grievance Redressal Officers at the Regional offices. Click on the links below to locate and contact / correspond with the Grievance Redressal Officer pertaining to your area.

Useful Links

Public Grievance Officer at Retail Regional offices

Public Grievance Officer at LPG Regional offices

Grievance Redressal Mechanism regarding Tenders and Contracts

Public, who experience any difficulty in contacting the concerned Public Grievance Officers can also contact Shri G.M. Satpute, Dy. General Manager- Public Grievances and RTI at the following telephone nos. during office hours:

Tel No’s, +91-22-22872533, +91-22-22863328

CPGRAMS:

HPCL has provided a link to the Centralised Public Grievances Redress & Monitoring System (CPGRAMS), a web-enabled Grievance Redressal System of the Department of Administrative Reforms & Public Grievance (DARPG) to enable Public to submit their Grievance on the Portal. Grievances submitted on the CPGRAMS portal is forwarded by Ministry of Petroleum & Natural Gas (MOP&NG) to the Nodal officer for Public Grievances in HPCL for redressal.

Submit your Grievance on the CPGRAMS portal

Public may submit their grievance online on CPGRAMS portal by clicking on the link above and providing the requisite details.

Please Note:

Citizens can check the progress and receive reply through the CPGRAMS portal.
Time limit for disposal of public grievances is normally within 30 days
Provide a clear statement of grievances and nature of remedial action sought.
Indicate the past references and the official channels previously approached for redressal.