Case study:

1.Consumer forum fines ICICI bank for wrongful delivery of ATM

ICICI bank has been directed by a consumer forum to pay Rs 20,000 as compensation to one of its consumers whose
ATM card was delivered to a wrong hand, who withdrew money from the account fraudulently without any
information to the user.The ATM card landed at a wrong address and was used for withdrawing over Rs 48,000 from
the savings account of a person, who was waiting for the same to be delivered at his address.
A District Consumer Disputes Redressal Forum (Central) gave its ruling in the favour of account holder Datta Ram,
saying that the act of the private bank caused "mental agony and harassment" to him for its failure to return the
money to his account in spite of information that it was not withdrawn by him using the ATM card.The consumer forum
also held that non-delivery of ATM card and withdrawal of money from the account of the customer by somebody else
amounts to "deficiency of service" by the bank."The demand of Rs 48,900 from the complainant and then the act of the
bank to withdraw that amount from his saving account amounts to deficiency in service," B B Chaudhary, President of
the Central Delhi consumer forum, said in the order."On account of the act of the bank, the complainant had to send
legal notice and suffered harassment, pain and mental agony," the panel said while also awarding him Rs 5,000
towards litigation charges.
The complainant had said that on November 15, 2008 he received SMS alert that Rs 48,900 was withdrawn from his
savings account through his ATM card and he had immediately informed the bank that he never received the card and
thus he could not have done the transaction.

2. Chandigarh: Waterlogging damages cars, residents win claim

Two Tier city residents, whose cars got stuck on waterlogged roads during the monsoon, have got relief through the UT
Consumer Disputes Redressal Forums after their claims were denied by the respective insurance companies.
In the first case, Harjit Singh, the Proprietor of Kanwar Enterprises in Industrial Area, Chandigarh, had to knock the
doors of the Consumer Forum after the insurance company denied his claim. Singh told the court that in July 2011, he
was going from Chandigarh to Mohali when he was caught in heavy rain. His car stalled at the YPS crossing in Mohali. It
had to be towed to the workshop the next day.
The AC and radio of the car were not working. Singh paid a total of Rs 1 lakh approximately on repair, and submitted
the insurance claim to the company.
http://www.indianexpress.com/news/waterlogging-damages-cars-residents-win-claim/909285/

3. Mumbai: Consumer forum asks airline to pay Peddar Road resident Rs75,000
A city consumer forum has directed Kingfisher Airlines to pay Rs75,000 to a Peddar Road resident for failing to
accommodate his family members on another flight after their flight, for which tickets were booked six months in
advance, was cancelled.
The Mumbai Suburban District Consumer Disputes Redressal Forum found much substance in the allegation levelled by
Sanjay Banga that the airline had cancelled several flights during the period in order to compel passengers to purchase
new tickets by paying full ticket amount at the eleventh hour, and thus get rid of tickets booked in advance at
concessional rates.
http://www.hindustantimes.com/India-news/Mumbai/Consumer-forum-asks-airline-to-pay-Peddar-Road-resident-
Rs75-000/Article1-807299.aspx

4.Mumbai: Pay Rs30k for losing customer’s handset, mobile-maker told

Three years after Gurav Sharma, a resident of Marol, Andheri (east), lodged a complaint against Samsung Electronics
Private Limited, the District Consumer Forum has directed the company to pay him Rs30,000 as compensation for
failing to repair his mobile phone.
A division bench of JL Deshpande and DeepaBidnuskar observed, “It will not suffice to order the issuing of a new mobile
phone, as the complainant must have already purchased one. But the mental agony and harassment caused to him
during the intervening period without a phone, and the efforts gone into filing the complaint and following up through
a lawyer requires to be compensated.”
http://www.dnaindia.com/mumbai/report_pay-rs30k-for-losing-customers-handset-mobile-maker-told_1647249
5.Delhi: Discom to pay Rs 10K to woman for inflated bill: Consumer forum
BSES Yamuna Power Ltd has been asked by a consumer forum here to pay Rs 10,000 to one of its customers as
compensation for “harassing” her by sending an inflated bill and then disconnecting her electricity supply for not
paying it.
The Delhi District Consumer Disputes Redressal Forum said that the “arbitrary and illegal” act of the discom of sending
an inflated bill of over Rs 81,000 to the complainant, ZarinaKhatoon, amounts to “deficiency” of service and “illegal
trade practice.”
http://economictimes.indiatimes.com/news/news-by-industry/energy/power/discom-to-pay-rs-10k-to-woman-for-
inflated-bill-consumer-forum/articleshow/11807197.cms