The Telangana High Court ruled that consumer complaints on social media hold the same significance as formal complaints. Justice Moushumi Bhattacharya asserted that such grievances must be treated seriously. The ruling followed a case involving a caterer whose license was revoked due to multiple complaints, validating the importance of online feedback regarding service quality.
Telangana: The Telangana High Court has made a significant ruling, emphasizing that consumer complaints raised on social media platforms like X (formerly Twitter) are as valid and serious as formal written complaints. This landmark observation was made by Justice Moushumi Bhattacharya, who asserted that in today’s digital era, grievances shared on social media cannot be dismissed as lacking importance.
Justice Bhattacharya remarked,
“The complaints on social media cannot be seen as lacking in gravity as opposed to formal written complaints. Complaints/customer feedback on social media is an accepted mode of registering complaints against a service provider, and the petitioner cannot adopt an ostrich policy in today’s time on the pretext that social media complaints do not deserve to be treated with seriousness.”
This statement came during the hearing of a petition filed by a catering stall operator at Secunderabad Railway Station, who challenged the termination of his license by South Central Railway.
The operator’s license was revoked on November 7, 2024, following multiple complaints from customers, including posts on social media, about poor food quality and overpricing. The petitioner argued that the termination violated the “Penalties” section of the Special Conditions of Contract (SCC), which requires counseling and written warnings before punitive action.
However, the Railway, represented by Deputy Solicitor General Gadi Praveen Kumar and Advocate N.V.R. Rajya Lakshmi, presented evidence showing that the petitioner had been repeatedly warned and penalized for substandard food quality, overcharging, and even violent incidents involving employees.
The court upheld the termination order, highlighting that South Central Railway had followed due process by giving the petitioner ample opportunities to rectify the deficiencies. The judgment stated,
“The impugned action of termination was taken only after the petitioner failed to stop the continued deficiency in service.”
The court further emphasized the seriousness of complaints raised on social media, noting that they reflected legitimate concerns about food quality, pricing, and vendor behavior. Justice Bhattacharya observed,
“The complaints are indeed serious in nature since they not only relate to poor quality of food but also food below the recommended weight and in excess of the prescribed rate.”
The court dismissed the petition, stating that the termination was justified and in line with the principles of natural justice. It concluded,
“The opportunities given to the petitioner to rectify the situation also took care of the requirements of following the principles of natural justice.”
Cause Title: M:S Mathura Prasad And Sons v The Union Of India [WP No.34055 OF 2024]
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