The Indian Railways has been ordered by the Delhi District Consumer Commission to pay Rs 30,000 as compensation to a passenger who experienced emotional and physical distress due to poor sanitary conditions on the train. The passenger complained that the toilet was dirty and lacked water, highlighting the failure of the Indian Railways to provide basic amenities to its passengers.
The incident occurred on September 3, 2021, when the passenger was traveling from New Delhi Railway Station to Indore on a 3AC ticket, a higher-priced option for more comfortable travel. However, upon waking in the morning and needing to use the toilet, the passenger discovered that there was no water and that the toilet was unclean. To make matters worse, not even the wash basin was usable, as it was clogged with dirt and filth.
Frustrated by the lack of action taken by the Indian Railways after lodging a complaint through their online portal and sharing the incident on social media, the passenger suffered from emotional and physical distress throughout the journey. This distress eventually resulted in a severe headache that forced the passenger to take time off from work.
The Delhi District Consumer Commission emphasized that the provision of basic amenities to passengers is a responsibility that falls under the Citizen’s Charter, a commitment made by government organizations to their citizens. It stated that failing in this duty negatively impacts the services provided to consumers.
The advocate representing the passenger argued that despite paying the full price for their tickets, passengers are being denied access to essential amenities such as water and clean toilets during their journeys. This failure has a significant impact on the well-being of passengers who have to endure long journeys without access to these facilities.
Following careful consideration of the case, the Consumer Commission directed the Indian Railways to pay compensation of Rs 30,000 to the passenger, along with an additional Rs 10,000 for litigation charges. The Indian Railways had argued that these services were not covered under the Citizen’s Charter, but their argument was rejected by the Commission.
This ruling serves as a reminder to the Indian Railways of its obligation to provide passengers with basic amenities and to address complaints promptly. Failure to do so can result in financial and legal consequences, as demonstrated in this case. Passengers should feel assured that their concerns are taken seriously and that their well-being is a priority for the railways.
It is crucial for the Indian Railways to prioritize the cleanliness and functionality of toilets on trains to ensure the comfort and convenience of passengers. Additionally, the timely resolution of complaints and adherence to the commitments outlined in the Citizen’s Charter are essential for providing satisfactory services to consumers.
In conclusion, the compensation awarded to the passenger for the emotional and physical distress caused by the unclean and unusable toilet highlights the importance of fulfilling basic amenities for passengers. The ruling serves as a reminder to the Indian Railways to address these issues promptly and prioritize the well-being of passengers during their journeys.
