Kerala Consumer Court Dismisses Complaint Against Indian Overseas Bank Over Lottery Prize Delay
In a recent decision, the District Consumer Disputes Redressal Commission in Ernakulam, Kerala, dismissed a complaint filed against the Indian Overseas Bank (IOB) under the Consumer Protection Act, 2019. The complaint was related to a delay in crediting prize money from a lottery win. The bench, consisting of Shri D.B. Binu (President), Shri V. Ramachandran (Member), and Smt Sreevidhia T.N. (Member), ruled that the complaint could not be upheld as the evidence showed the delay was caused by the complainant’s late submission of required documents.
Background of the Case
The complainant had won the third prize in the Christmas-New Year Bumper Lottery 2020, with a prize amount of Rs. 10,00,000. According to the complainant, he submitted all necessary documents, including the winning lottery ticket, to the Indian Overseas Bank’s Udyogamandal Branch. However, he alleged that the bank delayed forwarding these documents to the lottery office, resulting in a 151-day delay in receiving his prize money. He claimed that, as per the rules, the bank was required to forward the documents within 30 days to ensure timely payment. Due to the delay, the complainant argued that the bank was deficient in its services and denied him his rightful prize money.
The complainant also stated that the delay caused him severe mental stress and health issues, leading to hospitalization for heart-related problems. He sent multiple complaints to the bank and the director of Kerala Lotteries, demanding compensation of Rs. 30,00,000. Later, he approached the Consumer Commission seeking Rs. 5,00,000 as compensation for the bank’s alleged deficiency in service.
Bank’s Defense
The bank argued that the complaint was not valid because it did not involve a typical consumer service issue. It explained that the delay in forwarding the documents to the Trivandrum Main Branch was due to the Covid-19 lockdown. The bank’s counsel stated that the complainant had inquired about the status of his lottery prize on August 25, 2020, and after verification, the bank requested additional documents, which were submitted by the complainant on September 3, 2020. These documents were forwarded to the lottery office on September 4, 2020.
The bank further explained that the prize money of Rs. 6,30,000 was credited to the complainant’s account on March 15, 2021, after the lottery office processed the application. The delay in processing was attributed to the need for approvals from the Finance Department and the Government of Kerala, as well as the triple lockdown in Thiruvananthapuram. The bank also noted that it had already credited Rs. 10,000 to the complainant’s account as compensation after he filed a complaint with the Banking Ombudsman.
Commission’s Findings
After reviewing the evidence, the Commission observed that the complainant had received Rs. 10,000 as compensation for the delay. It also noted that the prize money was approved and disbursed on January 19, 2021, after a delay of 118 days. However, the Commission found that the delay was primarily due to the incomplete documents submitted by the complainant. Once the necessary documents were received, the prize money was disbursed within 30 days, as required.
The Commission concluded that there was no deficiency in service on the part of the bank, as the delay was caused by the complainant’s failure to provide complete documents initially. Therefore, the complaint was dismissed, and no costs were awarded.
Final Decision
The District Consumer Disputes Redressal Commission ruled in favor of the Indian Overseas Bank, stating that the delay in crediting the prize money was not due to any fault of the bank but rather the complainant’s incomplete documentation. The complaint was dismissed without any further penalties.