The Zimbabwe Energy Regulatory Authority (ZERA) has urged motorists to report suspected fuel quality problems immediately, warning that delays in lodging complaints are undermining investigations into contaminated fuel and limiting the regulator’s ability to take enforcement action.
In its latest public notice dubbed “Energy Talk”, ZERA said it had observed with concern that most complaints from motorists are being submitted weeks after refuelling, by which time the suspected fuel batch has already been depleted and replaced with new stock.
“The majority of fuel complaints being received from motorists are being reported late,” the authority said.
“Motorists are thus urged to make a parallel report to ZERA if and when they suspect to have refuelled with contaminated fuel to enable the Authority to conduct independent laboratory tests on the suspected fuel batch timeously.”
ZERA said early reporting enables independent laboratory analysis of the suspected fuel before it is exhausted, improving the chances of establishing whether it meets the country’s fuel quality standards.
The regulator advised motorists to be alert for signs of possible fuel contamination after refuelling, including loss of engine power, poor driveability such as jerking, surging during acceleration or rough idling, excessive exhaust emissions, or a vehicle stalling and failing to restart.
To reduce the risk of fuel-related problems, the authority encouraged motorists to buy fuel only from licensed and well-maintained service stations.
“Avoid filling up during or immediately after fuel deliveries when sediment and water may be disturbed in underground storage tanks, ensure the correct fuel grade is dispensed, and refrain from purchasing fuel from roadside or backyard vendors or from service stations offering suspiciously low prices,” it added.
ZERA said written complaints are preferred for record-keeping and tracking purposes, although verbal reports are also accepted.
Complainants should provide their contact details, the name and location of the service station, proof of purchase, details of the complaint, evidence that the matter has been reported to the service station operator, the nature of any loss or damage suffered, the relief sought and any other supporting information.
Complaints can be submitted through ZERA’s website, email, WhatsApp platform or at any of the authority’s offices using prescribed complaint forms.
The regulator further reiterated that it is mandated to ensure all fuel sold in Zimbabwe complies with prescribed quality standards, adding that prompt reporting by motorists is essential for effective monitoring, investigation and enforcement.
