Observing negligence and deficiency in services by the Indian Railway, a consumer commission has directed its concerned general manager to pay more than ₹1.08 lakh to a passenger whose luggage was stolen during a journey. The District Consumer Disputes Redressal Commission issued the directive while hearing a complaint regarding the theft.
The passenger’s bag containing valuables worth ₹80,000 was stolen by unauthorized passengers between Jhansi and Gwalior while traveling in a reserved coach of the Malwa Express. The passenger asserted that it was the railway’s duty to provide a safe, secure, and comfortable journey, including ensuring the safety of passengers’ belongings.
The commission, comprising President Inder Jeet Singh and member Rashmi Bansal, affirmed its territorial jurisdiction over the case as the complainant boarded the train from New Delhi, with the journey continuing to Indore. Additionally, the office of the opposing party fell within the commission’s jurisdiction.
The commission rejected the railway’s defense that the complainant was negligent with her belongings and that the luggage was not officially booked. It emphasized the complainant’s ordeal, stating she was forced to “run from pillar to post to register an FIR.” The sequence of events involved the theft of valuables and subsequent efforts to file an FIR, causing significant inconvenience and harassment to the complainant.
The commission concluded that the complainant successfully established her case against Indian Railway for negligence and service deficiency. Her belongings were stolen despite holding a reserved ticket. The ruling noted that if not for the railway’s negligence, the incident would not have occurred. No contrary evidence disputed the value of the stolen items.
As a result, the commission awarded the complainant ₹80,000 for the lost valuables, ₹20,000 for the inconvenience, harassment, and mental agony endured, and ₹8,000 towards litigation costs. This ruling underscores Indian Railway’s responsibility to ensure the safety and security of its passengers and their belongings.
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