Consumer Protection Act, 1986

An Act to provide for better protection of the interests of consumers and for that purpose
to make provision for the establishment of consumer councils and other authorities for the
settlement of consumers' disputes and for matters connected therewith.

Citation

Act No.
68 of
1986

Parliame
nt of
India

Sector : Airlines
____________________________________________________________________
Complaint no: 409918
Consumers Name: Ms Manisha Dmonte
Complaint against: Indigo Airlines
Mrs. Manisha had booked her return ticket from Trivandrum to
Delhi, through Indigo Airlines' website two months before the
journey date. She travelled on the scheduled date to Trivandrum
but changed her date of return . She contacted the customer care
for cancellation of her return journey ticket but was intimated that
the cancellation of return ticket was not possible because the return
ticket was concessional and hence not refundable, However the
airlines agreed to reschedule it for any day up to March 2013 . She
fixed her reschedule date as 03.11.2012 but on that day when she
reached at airport, she was intimated that she was marked as NO
show on 30.07.2012 . She complained but till date no reply is
received from the airlines. She wanted to revoke the recorded
conversation she had with the customer care so that they can
arrange to refund her return fare .
Why is it Interesting- This case is interesting because the airlines
had denied her the return journey despite the return journey being
rescheduled by the Airlines. Airlines also falsely indicated her as
NO SHOW at air port on 30.07.12. Apart from the Airlines the
passenger also should be careful to understand her travel
documents properly.
Enacted by

Date commenced

24
Decembe
r 1986

September 2012 :
Sector : Banking
____________________________________________________________________
Complaint no: 400136
Consumers Name: Mr. Shashi Bhushan, Delhi
Complaint against: Punjab National Bank
He has a salary account in Punjab National Bank, ECE House, K.G.
Marg New Delhi. His complaint is that while trying to withdraw
money from PNB's ATM on 25th Aug 2012, the machine hung. He
had entered only two digits of the password. He waited for a few
minutes for the ATM machine to function properly and tried
withdrawing money again but yet again the machine hung.
Subsequently, he found out that Rs. 15000/- was debited from his
account. He called up customer care and filed a complaint in this
respect. He was given a complaint number. On 31st Aug 2012 Bank
sent an sms to the consumer rejecting the complaint, as transaction
was done successfully.
Why is it Interesting- As Punjab National Bank's ATM was not
working, customer could not even enter password so there is no
question of withdrawing money. How the bank debited his account
is a mystery. Secondly, bank agreed to show footage of the
transaction which the bank claimed to be genuine but later backedout. This is clear violation of RBI directive. Failed transaction in case
of ATM requires not only reversal of any excess debit within 7 days
but also Rs. 100 per day penalty needs to be paid to the aggrieved
customer after the specified period.
NCH Suggestions:- Customer must insist that PNB (which holds
the recorded footage of the ATM transaction) show him the
recorded footage to him to prove once and for all who is at fault.
Here if the customer has withdrawn the money bank is not required
to do anything. But if the customer has not withdrawn the money as
claimed by him and the recorded footage proves it, the consumer
will not only get Rs 15000 wrongly debited by bank but also receive
additional Rs 5000 or more @ Rs 100 each day of delay from 31st
August 2012.

August 2012 :
Sector : Telcom
____________________________________________________________________
Complaint no: 395988
Consumers Name: Ramesh Ramawat, Jhunjhunu, Rajasthan.
Complaint against: Bharti Airtel Ltd.
Mr. Ramesh Ramawat was using Airtel's prepaid connection #9929000999 for the last 2 years. His complaint is that
without any intimation Airtel disconnected his connection on

March 2013 :
Sector : Tours & Travels
____________________________________________________________________
Complaint no: 448299
Complaint against: Tours & Travel Company

Consumer booked a tour package of 7 Days & 6 Nights through a tour & travels
company on its website. The period of travel was from 8/12/2012 to 14/12/2012
from Nagpur (Maharashtra) to Cochin (Kerala) by Air & return date was 14/12/2012
from another airlines. Total amount paid by consumer is Rs. 62000/- for full package
(including Rs. 19000/- (approximately for air tickets) to the travel company. As
complete package including Air Tickets was booked by the travel company, but on
8/12/2012 the travel company informed him that departure flight is cancelled. They
had to book another flight with the same airlines on 9/12/2012. The Consumer
availed the whole package. However as the booking was on 9th Dec, 2012 instead
of 8th Dec 2012 he lost one day's stay at Nagpur , he had paid Rs. 6000/- for a 2
days stay at Nagpur of which he was able to avail only one day stay. He has made a
telephonic complaint to the tour company 15 days back for refunding him Rs. 3000/as the prorata change of 1 day stay for rescheduling the onward flight journey for
which the company refused to refund.

Why is it Interesting-

The consumer had paid the full amount of Rs 62000/- to the travel company. The
change /reschedule was done by the tour company.
The company is liable to refund the amount, as all changes were initiated by the
travel company, hence they are responsible to refund the difference payable on
account of one day's loss of stay at Nagpur.
Sector : DTH/ Cable
___________________________________________________________________
Complaint no: 483787

Consumer has Airtel D2H connection, customer id is 3007635475. His complaint is

that a movie has been booked on his account and when complained it has been told
that it has been done by mistake. So he had to recharge his account again but after
recharge he found that again 3 movies have been booked in his ac
count and balance got deducted. When he called customer care, he has been told
that movies have been booked from his mobile no. but actually he has not booked
any movie.

Why is it Interesting-

There are frequent such complaints where amounts are deducted by DTH operators
for services which has never been requested by the consumer. This case also
highlights the same unfair practice being followed by the DTH operators something
similar to VAS by telecom operators. Secondly no DTH operator provides the copy of
registration form to the consumer at the time of taking connection and consumers
needs to be very careful in verifying all the entries before accepting the connection.
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