The District Consumer Disputes Redressal Commission-I (North District) recently addressed a complaint filed by Manan Aggarwal against Northern Railways. Aggarwal, having booked a third AC train ticket from New Delhi to Indore, raised concerns about the distressing conditions during his journey, particularly focusing on the unhygienic and inadequate state of the train toilets.
Commission’s Findings:
After due consideration, the commission, led by Divya Jyoti Jaipuriar and Harpreet Kaur Charya, found Northern Railways responsible for a deficiency in services. The ruling highlighted the railway authorities’ failure to uphold basic amenities outlined in the Citizen’s Charter on Passenger Services of Indian Railways.
Compensation and Directive:
In response to the deficiency, the commission directed Northern Railways to compensate Aggarwal with a lump sum of Rs.30,000/- for the physical and mental distress he experienced. Additionally, Rs.10,000/- was awarded as litigation expenses. The railway authorities were instructed to fulfill this compensation within 30 days to avoid accruing an interest of 7% p.a. on the total amount.
Legal Background and Observations:
During the proceedings, the commission referenced the guidelines of the Citizen’s Charter on Passenger Services, emphasizing the clear obligation of railway authorities to provide fundamental facilities, including clean toilets. The commission dismissed the argument that toilets were merely an amenity, asserting that they constituted a service as defined by the Consumer Protection Act 2019.
Non-Compliance Consequences:
Failure to comply with the commission’s order within the stipulated timeframe would result in an interest rate of 7% p.a. on the total amount. The ruling aimed to ensure accountability and adherence to established standards in passenger services by Northern Railways.
