Hyderabad restaurant to pay customer Rs 5,000 compensation for not providing free water

The customer was forced to buy a water bottle costing Rs 50 from the Hyderabad restaurant. (Representational)

A customer has won Rs 5,000 compensation from a Hyderabad restaurant after its failure to provide free drinking water and for compulsorily levying service charges. The District Consumer Disputes Redressal Commission-III in Hyderabad has directed the restaurant in Jubilee Hills to compensate the customer within 45 days of the ruling.

The complainant, a resident of Secunderabad, recounted a distressing experience at the ITLU restaurant in CBI colony some time back. Despite requesting "complimentary" regular water due to an allergy to plastic materials, the staff refused, leaving the individual with no choice but to purchase the restaurant's own labelled 500-ml water bottle for an exorbitant Rs 50.

The restaurant also levied service charges amounting to Rs 31.50 on a bill totalling Rs 630 for two dishes and a water bottle. The establishment also applied a 5% CGST and SGST on both the water bottle and the service charge, inflating the bill to Rs 695.

In its verdict, the Commission ordered the restaurant to refund the service charge along with the GST, totalling Rs 33. Additionally, the establishment was directed to compensate the aggrieved customer with Rs 5,000 and cover litigation costs amounting to Rs 1,000 within 45 days from March 22.

The Telangana government's MA&UD department mandated in 2023 that all hotels, restaurants, and eateries under the GHMC's jurisdiction provide purified water for free and bottled water at the MRP. This aims to ensure access to safe and affordable drinking water for all patrons, irrespective of their economic status.

The Commission invoked the precedents set by the Supreme Court and the Delhi High Court, deeming the practice of denying free water and levying unjust service charges unacceptable.