In a renewed push to safeguard consumer rights, the Central Consumer Protection Authority (CCPA) has intensified monitoring of complaints related to service charges being added to restaurant bills without customer consent. The authority has warned that strict action will be taken against non-compliant establishments.
The advisory, issued by the Department of Consumer Affairs, comes amid rising grievances about restaurants automatically levying service charges despite clear guidelines stating that such charges are voluntary.
Emergency Numbers for Consumers
Consumers who find an unfair service charge added to their bill are advised to immediately report the matter through the National Consumer Helpline (NCH):
📞 Call: 1915
📱 WhatsApp: 8800001915
Authorities have confirmed that complaints received through these channels are being actively monitored, and enforcement action is being initiated where violations are detected.
Consumers Urged to Check Bills Carefully
The CCPA has asked diners to carefully examine their restaurant bills. If a service charge has been added without consent or under compulsion, customers should first raise the issue with the restaurant management.
If the issue is not resolved, a formal complaint can be lodged through the National Consumer Helpline.
Legal Position on Service Charges
Under consumer protection norms:
- Service charge is voluntary, not mandatory.
- It cannot be automatically added to the bill.
- Customers cannot be denied entry or service for refusing to pay it.
- It cannot be collected under another name to bypass regulations.
The CCPA has reiterated that forcing consumers to pay a service charge amounts to an unfair trade practice under the Consumer Protection Act.
Strict Action Against Violators
The authority has warned that restaurants found violating the guidelines may face penalties, including fines and regulatory action. The move is part of broader efforts to strengthen consumer awareness and ensure transparency in billing practices across the hospitality sector.
With the helpline mechanism in place, consumers are encouraged to assert their rights and report any unfair levy immediately.
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