District Consumer Disputes Redressal Commission (DCDRC), New Delhi: While deciding a consumer case wherein it was alleged that the Veg Biryani served to the complainant by IRCTC Ltd. during his journey, contained a huge dead worm; the Bench of Monika A. Srivastava (President) and Kiran Kaushal (Member)*, found that IRCTC was indeed deficient in its services vis-a-vis the complainant, due to which he had to undergo a great deal of mental and medical agony. Therefore, the DCDRC directed IRCTC to pay compensation of Rs 25,000 to the complainant.
Background:
The complainant was travelling from New Delhi to Jharkhand via Poorva Express on 28-12-2018. The complainant was served Veg Biryani at Rs 80 by the IRCTC. However, the complainant noticed that the food served was unhygienic upon during consumption of this Veg Biryani, the complainant discovered a huge dead white worm, which eventually to deterioration of complainant’s health. The complainant suffered from severe abdominal pains and vomiting and was helpless since he was travelling alone and there was no option for treatment in a running train. The complainant raised this matter on the official railway helpline no. 139, but he was allegedly being pressurised by an IRCTC vender to take back his complaint. Upon reaching his destination, the complainant had to be admitted in a hospital.
Therefore, the complainant alleged deficiency of services on part of the IRCTC and filed a case before the DCDRC claiming compensation of Rs 5 Lakhs.
The complainant submitted the copy of his written complaint dated 28-12-2018; recording of the incident which was stored in a pen drive; hospital receipt; ticket copy and reply by the railway web portal which informed its deep regret and apology on the inconvenience caused to the complainant and the service provider had been warned with penalty imposed.
Commission’s Assessment:
While perusing the case, the DCDRC examined the recorded incident and noted that the white worm was clearly visible in the biryani. The DCDRC further pointed out that unhygienic food was served to the complainant due to which he had to undergo a lot of inconvenience and mental agony.
The DCDRC further said that even though IRCTC had tendered an apology to the complainant; however, the same is not sufficient given the physical and mental trauma the complainant had to go through. The DCDRC said that it is expected from IRCTC to maintain certain standards and to check the quality of food that is being served to the consumers while travelling.
Therefore, finding IRCTC deficient in services, the DCDRC directed IRCTC to pay Rs 25000 as compensation.
[Saurav Raj v. IRCTC, Case No. 192/2019, order dated on 28-8-2025]
*Order by Kiran Kaushal (Member)