(1) each petroleum service providers shall establish an internal procedure for dealing with complaints by its consumers or potential consumers of petroleum services offered.

(2) The procedure shall not be established or modified unless

(a) The petroleum service provider has consulted the relevant persons or institution that constitute a fair representation of the consumers for whom it provides the service, and

(b) The Board has approved the proposed procedure or modification.

(3) A petroleum service provider shall publish the approved procedure in the Gazette.

(4) The Board may direct a petroleum service provider to review to review its procedures of the manner it operates and make modifications accordingly.

(5) Copies of the procedure shall be lodged with the Board.