District Consumer Disputes Redressal Commission (DCDRC), Chandigarh: While considering the instant consumer complaint regarding extremely unhygienic food which was served by IRCTC i.e. expired bread and soup which had a dead cockroach in it; the Bench of Pawanjit Singh (President) and Suresh Kumar Sardana (Member) partly allowing the complaint directed IRCTC and other connected opposite parties to pay compensation of Rs 10,000 for mental agony and harassment caused to the complainant.
The complainant and his family were travelling in the Executive Class coach of New Delhi to Chandigarh Shatabdi Express (NDLSW CDG SHTBDI No.12045). During journey, they were served hot soup and bread by the on-board catering staff of the train.
After partaking some soup, the complainant noticed a dead cockroach in the soup bowl and immediately informed the catering staff. The complainant also brought the said fact to the notice of the co-passengers and clicked the photographs of the unhygienic food and lodged a complaint in IRCTC complaint booklet.
Thereafter the complainant checked the date of packaging of all the food items which were served and was shocked to notice that the bread served along with the soup had expired. It was also noticed that other passengers in the train were also served the same expired bread. Subsequently, the complainant lodged another complaint qua the bread.
The complainant even raised his grievance over social media by tweeting his ordeal to the Railway Ministry on X (formerly known as Twitter).
Per contra, the opposite parties resisted the complaint and reiterated their commitment to ensure absolute tourism experience to the buyers in the matter of utmost efficiency. It is further alleged that the issue in dispute has already been resolved/settled which fact has been concealed by the complainant and has filed false and frivolous complaint and the complaint is liable to be dismissed with cost.
Commission’s Assessment: Perusing the facts and evidence attached by the complainant, the Commission noted that it is clear from the documentary evidence that the opposite parties did serve unhygienic food to the complainant and his family and the same amounts to deficiency in service and unfair trade practice on part of the opposite parties.
The Commission further noted that there is nothing on record to show that complainant had already settled the dispute with the opposite parties. Therefore, the Commission partly allowed the complaint and along with the afore-stated compensation, it also directed the opposite parties to pay costs litigation amounting to Rs 5000.
[Rahil Mahajan v. IRCTC Ltd., CC No. 437/2023, decided on 06-03-2024]
Order by Pawanjit Singh, President
Advocates who appeared in this case :
Arjun Dosanj, Advocate for complainant
Saksham Arora, Advocate for OP No.1
