Hyderabad restaurant ordered to pay Rs 5,000 compensation for withholding free water

A customer’s plea for complimentary drinking water at a Hyderabad restaurant has led to a significant ruling, with the establishment directed to compensate the patron Rs 5,000 for failure to provide the requested service. 

The District Consumer Disputes Redressal Commission-III in Hyderabad intervened after the complainant, a Secunderabad resident, faced difficulties at the ITLU restaurant in CBI colony.

Despite the customer’s allergy to plastic materials, the restaurant staff declined the request for regular water, compelling the individual to purchase a 500-ml water bottle for an inflated price of Rs 50. However, the drama did not end with serving packaged drinking water. The final bill exacerbated the situation.

Additionally, the restaurant imposed service charges of Rs 31.50 on a bill totaling Rs 630 for two dishes and the water bottle, further escalating the patron’s grievances.

In response to the complaint, the Commission ordered the restaurant to refund the service charge along with the applicable GST, totaling Rs 33. Moreover, the establishment was instructed to compensate the aggrieved customer with Rs 5,000 and cover litigation costs of Rs 1,000 within 45 days from March 22.

The ruling aligns with the directives of the Telangana government’s MA&UD department, which mandates that all eateries under GHMC jurisdiction provide purified water for free and bottled water at the MRP. This initiative aims to ensure access to safe and affordable drinking water for all patrons.

The Commission cited legal precedents, emphasizing that denying free water and imposing unjust service charges is unacceptable. The ruling serves as a reminder to restaurants to prioritize customer welfare and adhere to regulatory guidelines concerning service provision and pricing practices.