Consumers concerned about meter tampering at petrol pumps; 13% say they had a direct experience in last 12 months where the attendant did not reset the reading to zero before fueling

June 12, 2023, New Delhi: In addition to high prices of petrol and diesel post the Russia-Ukraine war, consumers over the last 12 months have submitted several complaints where they have experienced a faulty meter reading at petrol pumps while filling up their vehicle’s fuel tank. It is known to active consumers that some petrol pump staff is involved in rigging of meters but most people are unaware of its extent. Consumers have complained that some petrol pumps have rigged meters that start ticking even before petrol starts to flow from the hose. Some pumps are also saving a lot of petrol when they use long pipes as a perfectly good meter will show the amount of petrol that is left in the pipe. Some consumers have also complained that the staff at a petrol pump did not bring the meter reading to zero before filling up their tank. The Department of Consumer Affairs late last week also held a meeting on legal metrology issues at petrol pumps where various state officials and representatives of petroleum companies participated. Given the complaints, LocalCircles conducted a survey to understand the magnitude of the problem. It asked consumers about the number of times they noticed the staff at a petrol pump not bringing the meter reading to zero before filling up their vehicle’s tank in the last 12 months. It also asked consumers if they’ve noticed that the petrol pump meter was rigged. The survey received over 24,000 responses from consumers across 291 districts of India. 62% of the participants in the survey were men while 38% were women. Of which, 55% were from tier 1, 32% from tier 2, and 13% respondents were from tier 3, 4 and rural districts.

13% consumers surveyed say they had 1 or more instances at a petrol pump in the last 12 months where the staff did not bring the meter reading to zero before filling the tank

The first question in the survey asked consumers, “How many times has it happened in the last 12 months that the staff at a petrol pump did not bring the meter reading to zero before filling up your tank?” In response, the majority, 77% of consumers said “Never”, and 9% did not have an opinion. Breaking down the poll, 1% of consumers said “Over 10 times”, 3% said “6-10 times”, 1% said “3-5 times, and 9% said “1-2 times”. On an aggregate basis, 13% of consumers surveyed say they had 1 or more instances at a petrol pump in the last 12 months where the staff did not bring the meter reading to zero before filling the tank. This question in the survey received 12,091 responses.

62% consumers surveyed say they had 1 or more instances in the last 12 months where their car’s mileage for a full tank was significantly lower than usual leading them to suspect that the petrol pump meter was rigged

The next question in the survey asked consumers, “Based on your experience in the last 12 months, how many times has it happened that your car’s mileage for a full tank was significantly lower than usual leading you to suspect if the petrol pump meter was rigged?” In response, 31% of consumers said “Never”, and 17% couldn’t say. Breaking down the poll, 6% of consumers said “Over 10 times”, 5% said “6-10 times”, 23% said “3-5 times”, and 10% said “1-2 times”. On an aggregate basis, 62% of consumers surveyed say they had 1 or more instances in the last 12 months where their car’s mileage for a full tank was significantly lower than usual leading them to suspect that the petrol pump meter was rigged. This question received 11,924 responses from across the country.

In summary, the findings of the survey indicate that staff at several petrol pumps may be conducting fraud with consumers via a rigged petrol pump meter or by taking advantage when the consumer isn’t vigilant. This is evident with 13% of consumers surveyed saying they had 1 or more instances at a petrol pump in the last 12 months where the staff did not bring the meter reading to zero before filling the bank. Furthermore, 62% of consumers say they had 1 or more instances where their car’s mileage for a full tank was significantly lower than usual leading them to suspect that the petrol pump meter was rigged.

LocalCircles will submit the findings of the survey to the Legal Metrology Department, Department of Consumer Affairs so that consumers’ feedback is taken into consideration, and appropriate amendments are made and better enforcement is done at all petrol pumps across India.