The National Petroleum Authority (NPA) has hosted a second round of stakeholder consultations on a draft guideline designed to enhance the handling of consumer complaints within Ghana’s petroleum downstream sector.

The draft document, titled Consumer and Public Complaints Procedure Guidelines (CPCPG), has been developed by an 11-member working group constituted and approved by the NPA.

The aim is to establish a standardised and transparent framework for resolving grievances and improving service delivery by Petroleum Service Providers (PSPs).

The latest stakeholder engagement took place on Tuesday, July 22, 2025, and was chaired by Mr. Awuku Larbi, head of the working group leading the development of the guidelines.

The session brought together key industry and consumer-focused stakeholders to review and provide input on the draft.

Participating institutions included CUTS International, the African Centre for Energy Policy (ACEP), the Ghana Private Road Transport Union (GPRTU), the Progressive Transport Owners Association (PROTOA), and the Ghana Online Drivers Union, which represents ride-hailing operators on platforms such as Bolt, Yango, Uber, and Shaxi.

The interactive session allowed stakeholders to analyse the proposed procedures, offer constructive feedback, and suggest improvements to ensure the final guideline is practical, inclusive, and representative of all actors involved.

The NPA has announced that a final stakeholder engagement will be held on Tuesday, July 29, 2025.

This session is expected to feature additional key institutions, including the Ghana Bar Association (GBA), Toyota Ghana, Japan Motors, CFAO Group, and the Chamber of Bulk Oil Distributors (CBOD).

In a statement, the NPA emphasised the importance of these engagements in shaping a comprehensive and effective complaints management system.