# What every petrol pump must give you

> Lists the facilities and services every Indian retail outlet must provide to customers under MDG 2024 clause 1.6 and 5.1.14: air, clean toilet open to transit travellers, telephone, first aid, displayed prices and hours, complaint book and company contacts.

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Last updated: 2026-11-02

**Short answer:** Under MDG 2024, every petrol pump must provide air with a calibrated gauge, a clean toilet open to all customers and travellers, a telephone, a first aid box with unexpired medicines, the selling prices and working hours on display, a complaint book on demand, and the names and numbers to call about complaints.

## Facilities

| Facility | What the MDG says |
|---|---|
| Air | Air facility during working hours, with a calibrated air gauge (1.6 ii, 5.1.14 a) |
| Toilet | Clean at all times, lit, water and working flush, a working latch, signage, open to all customers and transit travellers (1.6 vi, 5.1.14 b) |
| Telephone | Available on the premises (1.6 vii) |
| First aid | A first aid box with medicines within their expiry dates (1.6 ix, 5.1.14 a) |
| Lighting | The outlet kept adequately lit and clean (1.6 x) |
| Safety equipment | As the law requires, in working order, with trained staff (1.6 xi) |

## Information on display

- The **selling prices** of every product (1.3 i, 5.1.15).
- The **opening stock** of the day (1.3 i).
- The **working hours**, and holiday notices in good time (1.6 v).
- The **dealer's name and phone number**, and the **oil company officials** to contact about complaints (1.6 viii).
- A notice that the **complaint book** is available (1.6 iv).

## Service

Clause 1.6 (i) and (iii): the dealer must sell product of the right quality, in the right quantity, at the right price, with prompt service and courteous behaviour at all times.

## If a facility is missing

Write it in the complaint book and call the oil company contact on display. For a toilet, the MDG also asks for a Darpan QR code near it for feedback. Missing facilities are irregularities under the MDG, with penalties for the dealer.

## Questions

### Can I use the toilet without buying fuel?

MDG 2024 clause 5.1.14 (b) says toilet facilities must be accessible to all customers and transit travellers at all times, subject to safety protocols.

### Is air free?

MDG 2024 clause 1.6 (ii) says the dealer provides an air facility to customers during the outlet's working hours, and clause 5.1.14 (a) names air with a calibrated air gauge among the facilities an outlet must have.

### What is the Darpan QR code?

MDG 2024 asks for a Darpan QR code near the toilet so customers can give feedback on its condition.

## Sources

- [BPCL, Marketing Discipline Guidelines 2024](https://www.bharatpetroleum.in/images/files/MDG-2024-Effective-24-10-2024.pdf)