The National Petroleum Authority (NPA) has commenced stakeholder consultations on draft guidelines aimed at standardizing how Petroleum Service Providers (PSPs) handle consumer complaints.
The guidelines also outline the complaint channels available to consumers engaging with PSPs.
The draft Consumer and Public Complaints Procedure Guidelines (CPCPG) have been developed by an 11-member working group approved by the Authority. They are expected to provide a unified framework for addressing grievances within Ghana’s petroleum downstream sector.
The first stakeholder meeting was held on Monday, 15 July 2025, with representatives from key industry and consumer organizations. The session was chaired by Mr. Awuku Larbi, Esq., who leads the working group.
Participating institutions included the Chamber of Oil Marketing Companies (COMAC), Chamber of Petroleum Consumers (COPEC), Consumer Protection Agency (CPA), Institute for Energy Security (IES), and various departments of the NPA.
The meeting served as a platform to deliberate on the draft document, gather feedback, and incorporate recommendations before the final version is gazetted and rolled out to all PSPs nationwide.
A second round of consultations is scheduled for Monday, 22 July 2025. That session will bring together the Consumer Unity and Trust Society (CUTS), African Centre for Energy Policy (ACEP), Ghana Private Road Transport Union (GPRTU), Progressive Transport Owners Association (PROTOA), and the Ghana Online Drivers Union—including drivers from Bolt, Yango, Shaxi, and Uber.
According to the NPA, the ongoing engagements are critical to ensuring that the final CPCPG reflects the practical concerns and expectations of all actors in the sector.
The initiative forms part of broader efforts to enhance consumer protection and promote accountability in Ghana’s petroleum downstream industry.
Source: NPA
