The District Consumer Disputes Redressal Commission, Shivamogga, comprising President T. Shivanna (Retired District Judge) and Member B. D. Yogananda, has held the Station Masters of Yashwanthpura and Tumkur Railway Stations liable for deficiency in service after a family of 24 passengers had to discontinue their train journey due to the non-availability of water in the coach washrooms. The Commission observed that railway authorities are duty-bound to address passenger complaints, irrespective of their gravity, and communicate the action taken.

Facts

T. Nagendra filed the complaint against the Station Masters of Yashwanthpura and Tumkur Railway Stations.

The complainant, along with 23 family members, comprising 20 adults and four children, purchased railway tickets at Yashwanthpura Railway Station, Bengaluru, on April 15, 2025, for travel from Yashwanthpura to Birur.

Shortly after the train departed from Yashwanthpura towards Tumkur, the family members, particularly the women and children, attempted to use the washrooms but found that there was no water supply in their coach.

The complainant reported the issue to the Railway Police on duty, but they were unable to resolve the problem.

On the advice of the Railway Police, the complainant and his family got down at Tumkur Railway Station and lodged a complaint with the Station Master regarding the non-availability of water in the washrooms. However, the Station Master was also unable to resolve the issue.

As the problem remained unresolved, the complainant and his family discontinued their journey on the train at Tumkur and boarded another train to Shivamogga after purchasing additional tickets worth Rs. 1,760.

The complainant subsequently sent a legal notice to the Railway authorities seeking a refund of the original ticket fare and compensation for the loss and inconvenience suffered. However, the authorities did not respond to the notice, following which he filed the consumer complaint.

Contentions of the Railways

The Railways denied that there was a lack of water supply and argued that no passenger had lodged a complaint on the travel date mentioned in the complaint. The Railways claimed that watering of coaches is ensured before the departure of each train from its originating station and sought dismissal of the complaint.

Commission's Observations

The Commission noted that the incorrect travel date (April 15, 2024, instead of April 15, 2025) mentioned in the legal notice and original complaint was a typographical error. It observed that the railway tickets and the complaint lodged at Tumkur Railway Station established the actual date of travel as April 15, 2025.

The Commission held that a mere typographical error could not be a ground to dismiss the complaint, particularly considering that the Consumer Protection Act is a beneficial legislation.

It also criticised the Railways for "clinging on" to the incorrectly mentioned date while failing to address the complaint lodged at Tumkur. The Commission further noted that the Railways had neither produced evidence to establish the availability of water in the coach washrooms nor addressed the passenger's complaint or informed him of the action taken.

In paragraph 27, the Commission observed:

"Whether a complaint by the Passenger/s is of much gravity and grave concern or even a trivial matter, the concerned Railway Authorities are duty bound to address/resolve the complaint in a suitable manner and a compliance/reply to be communicated to the complainant along with the details of the action taken on the complaint"

Decision

The Commission allowed the complaint in part, holding the Station Masters of Yashwanthpura and Tumkur Railway Stations jointly and severally liable.

The Commission directed them to refund Rs. 1,000 towards the original ticket fare, along with interest at 6% per annum from April 15, 2025. Additionally, the Commission awarded Rs. 10,000 as compensation for the inconvenience, hardship and mental agony suffered by the complainant, along with Rs. 5,000 towards litigation costs.

The Commission directed that the amounts be paid within 45 days from the date of the order. In case of default, the Rs. 1,000 refund would carry interest at 10% per annum from April 15, 2025, until realisation, while the compensation and litigation costs would carry interest at 10% per annum from the date of the order until realisation.