Library / MIDSTREAM AND DOWNSTREAM PETROLEUM ANTI-COMPETITION AND CUSTOMER PROTECTION REGULATIONS, 2023
MIDSTREAM AND DOWNSTREAM PETROLEUM ANTI-COMPETITION AND CUSTOMER PROTECTION REGULATIONS, 2023

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16. (1) The Authority shall – 
(a) receive complaints relating to pricing, product quality, service 
delivery and billing practices from customers with grievances against 
companies in midstream and downstream petroleum operations; 
(b) maintain a directory of complaints brought before it; and 
(c) investigate complaints received and claims made against companies 
in midstream and downstream petroleum operations. 
(d) . 
Authority to 
receive and 
investigate 
complaints 
17. The Authority shall have power to – 
(a) summon a person undertaking midstream and downstream 
petroleum operations for the purpose of investigating a complaint 
made; 
(b) compel suppliers, gas distributors and petroleum product distributors 
to comply with the provisions of these Regulations;  
(c) enter into or cause the ingress into any facility or premises undertaking  
midstream and downstream operations for the purpose of inspecting 
or carrying out investigations into a complaint made against such a 
facility; and 
(d) undertake studies and publish reports or provide information on 
matters that affect the interest of customers and co-operate with or 
assist any association or body of persons in developing and promoting 
the observance of standards of conduct for the purpose of ensuring 
compliance with the provisions of these Regulations  
Customer 
Protection 
Powers 
of 
the 
Authority  
 
18. (1) A complaint may be submitted to the Authority- 
 
(i)through the Authority’s customer complaints portal on its website; and 
(ii) at the Authority’s Regional and State Offices. 
 
    (2)  A complaint to the Authority shall be in a prescribed form in the 
guidelines to these Regulations.  
 
Submission 
of 
complaints  
 
 
 
19. The fees in the First Schedule to these Regulations shall be applicable 
to publication of customers service codes on the Authority’s website 
and filing of complaints. 
Fees 
 
20. (1) A person who – 
a. fails to honour the summons of the Authority in respect of a 
complaint; 
b. fails to provide information as may be required by the Authroity; 
Offences 
and 
penalties