Consumer forum orders compensation to man for poor lounge facilities at New Delhi station

The District Consumer Disputes Redressal Commission (DCDRC) in Dharamshala, Himachal Pradesh recently directed Indian Railway Catering and Tourism Corporation Limited (IRCTC) and its licensed contractor to pay ₹22,500 to a man for poor facilities at an IRCTC Executive Lounge in New Delhi Railway Station (NDLS) [Tarun Chaurasia v. Indian Railway Catering and Tourism Corporation Ltd and Another]. .A coram of DCDRC President Hemanshu Mishra and members Narayan Thakur and Arti Sood directed IRCTC and the contractor to repair and improve the lounge’s facilities within 30 days. The Commission also directed both companies to file a compliance affidavit with photographs of the improved facilities and repaired washroom along with passenger reviews.It observed that the Executive Lounge in NDLS is required to provide better facilities to passengers because the same depicts the nation's image as many domestic and foreign passengers avail it. "So, the facilities to be provided by the opposite parties at this premium executive lounge are not only required to be of premium quality, but the facilities must never be below the minimum standard.".The complainant had paid ₹224 to use the Executive Lounge services at NDLS on January 10, 2024 for two hours.In his complaint, he alleged that the facility had several deficiencies including poor restroom conditions, non-operational television and train information displays. He also stated that no reading materials, such as magazines or newspapers, were available at the facility, which are customarily provided as per IRCTC's claim..IRCTC, on the other hand, raised objections to the complaint on jurisdiction, maintainability and other grounds.It stated that upon its inquiry into the issue, it found no service deficiency on the part of the contractor.IRCTC also stated that it is not under any obligation to provide train information display and announcements in its lounge facility, as the same is based on an in-built PNR system and regular announcements are made at the railway station itself.Further, it claimed that the complainant was making false allegations with the intent to exploit and extort money from it.Moreover, IRCTC denied responsibility for providing relief to the complainant, asserting that it had outsourced the operation and maintenance of the Executive Lounge to a private entity..After considering the evidence submitted by the complainant, the Commission found that the contractor failed to maintain the Executive Lounge as per the terms of the contract awarded to it by IRCTC. Regarding the inquiry claimed to have been conducted by IRCTC, the Commission observed that no inquiry report had been submitted as evidence.It concluded that the complainant suffered mental agony and harassment due to the failure of IRCTC and the contractor to maintain the lounge facility. .Thus, it directed the contractor to pay ₹10,000 and IRCTC to pay ₹5,000 as compensation to the complainant. It further directed both opposite parties to jointly pay ₹7,500 for litigation costs to the complainant. It also directed the contractor to deposit ₹20,000 at the Commission's District Consumer Legal Aid Fund in Kagra, Himachal Pradesh. .Advocate Aashima Kalra appeared for the complainant.Advocate Vipan Kumar represented IRCTC..[Read Order]