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since 1985 practicing as advocate in both civil & criminal laws. This blog is only for information but not for legal opinions

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Sunday, April 15, 2012

MOTHER CAN FILE DVC AGAINST SONS AND DAUGHTER -IN-LAWS


Crl. M.C. 725/2011 Page 1 of 10
* IN  THE  HIGH  COURT  OF  DELHI  AT  NEW  DELHI          
+ Crl. M.C. No. 725/2011 & Crl. M.A. No.2797/2011 (Stay)
%         Reserved on: 19
th
July, 2011
           Decided on: 2
nd
September, 2011
KUSUM LATA SHARMA       ..... Petitioner
Through: Mr. Atul Verma, Advocate
versus
STATE & ANR.                      ..... Respondents
Through: Mr. Pawan Bahl, APP for the State
    Mr. M.S. Jadhav, Adv. for R-2.
Coram:
HON'BLE MS. JUSTICE MUKTA GUPTA
1.  Whether the Reporters of local papers may  Not Necessary
     be allowed to see the judgment?    
2.  To be referred to Reporter or not?             Yes    
3.  Whether the judgment should be reported  Yes
      in the Digest?
MUKTA GUPTA, J.
1. The Petitioner, one of the Respondents in a Complaint Case No.
40/2011, PS Hauz Khas, New Delhi titled as  “Ms. Shakuntala Sharma vs.
Nagender Vashishtha & Ors”  received summons from the Court of learned
Metropolitan Magistrate under Section 12 of the Protection of Women from Crl. M.C. 725/2011 Page 2 of 10
Domestic Violence Act, 2005(in short the „Act‟) to appear on 8
th
March, 2011.
The Petitioner states that the Complainant/Respondent No. 2 is her mother-inlaw who is having property dispute with the Petitioner‟s husband since 2005
and in order to  coerce the Petitioner‟s husband to forego his share in the
property left behind by Petitioner‟s father-in-law, the  Respondent no.2 has
filed the complaint.
2. It is contended that the object of the Act was for redressal of married
women who were subjected to cruelty by their husband or in-laws.  The object
of the Act clearly states that it does not enable any relative of the husband or
the male partner to file a complaint against the wife or the female partner.
Thus in a nutshell the contention is that a mother-in-law cannot take recourse
to the proceedings under Section 12 of the Act to file a complaint against the
daughter-in-law.
3. The learned counsel for the Petitioner relies upon the object of the Act
and contends that as per para „2‟ and „4‟  of the Statements of Objects &
Reasons of the Act, the Act was enacted to address to the phenomena of
cruelty inflicted under Section 498A IPC in its entirety.  It is further
contended that as per Section 2, the Respondent means any adult male person
who is or has been in a relationship with the aggrieved person and against
whom any relief has been sought under this Act.  The proviso to Section 2(q) Crl. M.C. 725/2011 Page 3 of 10
which provides that an aggrieved wife or female living in a relationship in the
nature of marriage may also file a complaint against a relative or the husband
or the male partner does not include a female relative.
4. The issue whether the „females‟ are included or not in the definition of
„Respondent‟ in Section 2(q) of the Act came up for consideration before the
Hon‟ble Supreme Court in  Sou. Sandhya Manoj Wankhade vs. Manoj
Bhimrao Wankhade & Ors., 2011 (3) SCC 650 wherein their Lordships held:-
13. It is true that the expression "female" has not been used in the
proviso to Section  2(q) also, but, on the other hand, if the
Legislature intended to exclude females from the ambit of the
complaint, which can be filed by an aggrieved wife, females would
have been specifically excluded, instead of it being provided in the
proviso that a complaint could also be filed against a relative of the
husband or the male partner. No restrictive meaning has been given
to the expression "relative", nor has the said expression been
specifically defined in the Domestic Violence Act, 2005, to make it
specific to males only.
14. In such circumstances, it is clear that the legislature never
intended to exclude female relatives of the husband or male partner
from the ambit of a complaint that can be made under the
provisions of the Domestic Violence Act, 2005.
15. In our view, both the Sessions Judge and the High Court went
wrong in holding otherwise, possibly being influenced by the
definition of the expression "Respondent" in the main body of
Section 2(q) of the aforesaid Act.
16. The Appeal, therefore, succeeds. The judgments and orders,
both of the learned Sessions Judge, Amravati, dated 15
th
July, 2009
and the Nagpur Bench of the Bombay High Court dated 5
th
March,
2010, in Crl. Writ Petition No. 588 of 2009 are set aside. Crl. M.C. 725/2011 Page 4 of 10
Consequently, the trial Court shall also proceed against the said
Respondent Nos. 2 and 3 on the complaint filed by the Appellant”
5. Division Bench of this Court in “Varsha Kapoor vs. UOI & Ors. 2010
VI AD(Delhi) 472 interpreting Section 2(q) of the Act also came to the same
conclusion.  Thus the issue whether under Section 2(q) of the Act “the female
relative”  would be  inclusive in the definition is no more res integra.    The
Division Bench held as under:-
“12. When we interpret the provisions of Section 2 (q) in the
context of the aforesaid scheme, our conclusion would be that the
petition is maintainable even against a woman in the situation
contained in proviso to Section 2(q) of the DV Act. No doubt, the
provision is not very satisfactorily worded and there appears to
be some ambiguity in the definition of „respondent‟ as contained
in Section 2 (q). The Director of Southern Institute for Social
Science Research, Dr. S.S. Jagnayak in his report has described
the ambiguity in Section 2(q) as “Loopholes to Escape the
Respondents from the Cult of this Law” and opined in the
following words:
“As per Section 2 Clause (q) the respondent means any
adult male person who is or  has been in a domestic
relationship. Hence, a plain reading of the Act would
show that an application will not lie under the
provisions of this Act against a female. But, when
Section 19(1) proviso is perused, it can be seen that the
petition is maintainable, even against a lady. Often this
has taken as a contention, when ladies are arrayed as
respondents and it is contended that petition against
female respondents are not maintainable. This is a
loophole which should be plugged.”
13. But then, Courts are not supposed to throw their hands up in
the air expressing their helplessness. It becomes the duty of the
Court  to give correct interpretation to such a provision having Crl. M.C. 725/2011 Page 5 of 10
regard to the purpose sought to be achieved by enacting a
particular legislation. This so expressed by the Supreme Court in
the case of Ahmedabad Municipal Corpn. Anr. Vs. Nilaybhai R.
Thakore & Anr. [(1999) 8 SCC 139 in the following words:
“14. Before proceeding to interpret Rule 7 in the
manner which we think is the correct interpretation, we
have to bear in mind that it is not the jurisdiction of the
court to enter into the arena of the legislative
prerogative of enacting laws. However, keeping in
mind the fact that the Rule in question is only a
subordinate legislation and by declaring the Rule ultra
vires, as has been done by the High Court, we would
be only causing considerable damage to the cause for
which the Municipality had enacted this Rule.  We,
therefore, think it appropriate to rely upon the famous
and oft-quoted principle relied by Lord Denning in the
case of Seaford Court Estates Ltd. v. Asher [1994] 2
All ER 155 wherein he held : "When a defect appears a
judge cannot simply fold his hand and blame the
draftsman. He must set to work on the constructive
task of finding the intention of Parliament and then he
must supplement the written words so as to give 'force
and life' to the intention of the Legislature.  A judge
should ask himself the question how, if the makers of
the Act had themselves come across this ruck in the
texture of it, they would have straightened it out? He
must then do as they would have done. A judge must
not alter the material of which the Act is woven, but he
can and should iron out the creases". This statement of
law made by Lord Denning has been consistently
followed by this Court starting in the case of M.
Pentiah and Ors. v. Muddala Veeramallappa and Ors. :
[1961]2SCR295 and followed as recently as in the case
of S. Gopal Reddy v. Slate of Andhra Pradesh :
1996CriLJ3237 . Thus, following the above Rule of
interpretation and with a view to iron out the creases in
the impugned Rule which offends Article 14, we
interpret Rule 7 as follows : "Local student means a
student who has passed H.S.C./New S.S.C. Crl. M.C. 725/2011 Page 6 of 10
examination and the qualifying examination from any
of  the High Schools or Colleges situated within the
Ahmedabad Municipal Corporation limits and includes
a permanent resident student of Ahmedabad
Municipality who acquires the above qualifications
from any of the High School or College situated within
Ahmedabad Urban Development Area."
14. This Court also followed the aforesaid principles in the case
of  Star India P. Ltd.  Vs.  The Telecom Regulatory Authority of
India and Ors. [146 (2008) DLT 445 (DB) in the following
words:
“28. It is also a firmly entrenched principle of
interpretation of statutes that the Court is obliged to
correct obvious drafting errors and adopt the
constructive role of 'finding the intention of
Parliament... not only from the language of the statute,
but also from a consideration of the social conditions
which gave rise to it' as enunciated in State of Bihar v.
Bihar Distillery Ltd.: AIR1997SC1511 . The Court
should also endeavor to harmoniously construe a
statute so that provisions which appear to be
irreconcilable can be given effect to, rather than strike
down one or the other. It must also not be forgotten
that jural presumption is in favor of the
constitutionality of a statute.”
15. Having regard to the purpose which the DV Act seeks to
achieve and when we read Section 2 (q) along with other
provisions, out task is quite simple, which may in first blush
appear to be somewhat tricky. We are of the considered view that
the manner in which definition of  „respondent‟ is given under
Section 2(q) of DV Act, it has to be segregated into two
independent and mutually exclusive parts, not treating proviso as
adjunct to the main provision. These two parts are:
a) Main enacting part which deals with those aggrieved
persons, who are „in a domestic relationship‟. Thus, in
those cases where aggrieved person is in a domestic Crl. M.C. 725/2011 Page 7 of 10
relationship with other person against whom she has
sought any relief under the DV Act, in that case, such
person as respondent has to be an adult male person.
Given that aggrieved person has to be a female, such
aggrieved person in a domestic relationship can be a
mother, a sister, a daughter, sister-in-law, etc.
b) Proviso, on the other hand, deals with limited and
specific class of aggrieved person, viz. a wife or a
female living in relationship in the nature of marriage.
First time by this legislation, the legislator has
accepted live in relationship by giving those female
who are not formally married, but are living with a
male person in a relationship, which is in the nature of
marriage, also akin to wife, though not equivalent to
wife. This proviso, therefore, caters for wife or a
female in a live in relationship. In their case, the
definition of „respondent‟ is widened by not limiting it
to  „adult male person‟ only, but also including  „a
relative of husband or the male partner‟, as the case
may be.
What follows is that on the one hand, aggrieved persons other
than wife or a female living in a relationship in the nature of
marriage, viz., sister, mother, daughter or sister-in-law as
aggrieved person can file application against adult male person
only. But on the other hand, wife or female living in a
relationship in the nature of marriage is given right to file
complaint not only against husband or male partner, but also
against his relatives.
16. Having dissected definition into two parts, the rationale for
including a female/woman under the expression „relative of the
husband or male partner‟ is not difficult to fathom. It is common
knowledge that in case a wife is harassed by husband, other
family members may also  join husband in treating the wife
cruelty and such family members would invariably include
female relatives as well. If restricted interpretation is given, as
contended by the petitioner, the very purpose for which this Act
is enacted would be defeated. It would be very easy for the Crl. M.C. 725/2011 Page 8 of 10
husband or other male members to frustrate the remedy by
ensuring that the violence on the wife is perpetrated by female
members. Even when Protection Order under Section 18 or
Residence Order under Section 19 is passed, the same can easily
be defeated by violating the said orders at the hands of the female
relatives of the husband.
19. It is also well-recognized principle of law that while
interpreting a provision in statute, it is the duty of the Court to
give effect to all provisions. When aforesaid provisions are read
conjointly keeping the scheme of the DV Act, it becomes
abundantly clear that the legislator intended female relatives also
to be respondents in the proceedings initiated by wife or female
living in relationship in the nature of marriage.”
6. The  next issue which  arises  for consideration is whether the word
„aggrieved person‟ in Section 2(a) of the Act has to be given a restricted
meaning in view of the Statement of Objects & Reasons so as to include the
daughter-in-law  only  and  excludes  only  a mother-in-law, sister-in-law or
daughter from its ambit.  The relevant Sections read as under:-
“2(a) “aggrieved person” means any woman who is or has been in
a domestic relationship with the respondent and who alleges to
have been subjected to any act of domestic violence by the
respondent;
(b)…………………..
(c)…………………..
(d)………………….
(e)………………….
(f) “domestic relationship” means a relationship between two
persons who live or have, at any point of time, lived together in a Crl. M.C. 725/2011 Page 9 of 10
shared household, when they are related by consanguinity,
marriage or through a relationship in the nature of marriage,
adoption or are family members living together as a joint family;”
7. Thus, a perusal of Section 2(a) and 2(f) of the Act shows that any
woman who is in a domestic relationship, the said domestic relationship being
one between two persons who lived at any point of time together in a shared
household related by consanguinity, marriage or through a relationship in the
nature of marriage, adoption or family members living as a joint family and
alleges that she has been subjected to any domestic violence by the
Respondent is entitled to relief under the Act.
8. The word „aggrieved person‟ cannot be given a restricted meaning in
view of para „2‟ of the Statement of Objects & Reasons which states that:-
“The phenomenon of domestic violence is widely prevalent but has
remained largely invisible in the public domain.  Presently, where a
woman is subjected to cruelty by her husband or his relatives, it is
an offence under Section 498A of the Indian Penal Code.  The civil
law does not however address this phenomenon in its entirety.
Thus, it is evident that phenomenon which was sought to be addressed was
“domestic violence” and not “domestic violence qua the daughter-in-law or
the wife only as contemplated under Section 498A.
9. As a matter of fact, para „4(i)‟ clarifies that even those women who are
sisters, widows, mothers,  single woman or living with the abuser are entitled Crl. M.C. 725/2011 Page 10 of 10
to legal protection under  the proposed legislation.  A mother who is being
maltreated and harassed by her son would be an “aggrieved person”.  If the
said harassment is caused through the female relative of the son i.e. his wife,
the said female relative will fall within the ambit  of the „respondent‟.  This
phenomenon of the daughters-in-law harassing their mothers-in-law especially
who are dependent is not uncommon in the Indian society.
10. In view of the authoritative pronouncement of the Hon‟ble Supreme
Court, para „4‟ of the Statement of Objects and Reasons cannot be stated to
have excluded a female relative of the male partner or a respondent and thus, a
mother-in-law being an  “aggrieved person” can file a complaint against the
daughter-in-law as a respondent.
11. Thus, I find  that  no case for quashing of the complaint is made out.
Petition and application are dismissed.
(MUKTA GUPTA)
       JUDGE
SEPTEMBER 02, 2011
vkm

Saturday, April 14, 2012

Insurance against anti - burglary - when the alleged offence does not come under the definition of theft or burglary, the question of payment of insurance does not arise-“2. The policy does not cover the following unless specifically mentioned in and expressly insured in the Policy : (e) Loss or damage where any inmate or member of the Insured’s Household or of his Business Staff or any other person lawfully in the premises is concerned in the actual Theft of or Damage to any of the Articles or premises nor where such loss or Damage have been expedited or any way assisted or brought about by any such person or persons.” 19. The plea advanced by the opposite party-Insurance Company is that Santosh Kumar, one of the trusted employees of the complainant was hand in glove with his brother-in-law Jagat Singh and had been instrumental in systematically organizing the pilferage of the aluminium coils/slats over a period of time. According to them, it was not a case of burglary as the complainant had handed over charge of the entire factory premises after duty hours toSantosh Kumar, who resided with his family within the factory premises. According to them, the so called burglary was in fact a systematic pilferage organized by their own employee Santosh Kumar, who connived with Jagat Singh. According to the opposite party-Insurance Company there was no violent/forcible entry and the statement of JagatSingh that he cut the iron grills and committed the theft is a well-designed strategy to not only exonerate SantoshKumar but is also to build up a case of violent/forcible entry to bring the incident under the purview of the policy. We, however, find that M/s So-Men Media Pvt. Ltd., the investigator, as well as M/s Ajay Chopra & Associates, the surveyor, appointed by the opposite party-Insurance Company in their reports have concluded that the burglary had occurred at 122, Phase-I, Udyog Vihar. Their findings are based on the confessional statement made by Jagat Singh before the police. Copy of the confessional statement and the FIR as recorded by the police have not been produced. In the absence of any recovery or the stolen material and considering that the said Jagat Singh was the brother-in-law of Santosh Kumar and further that 100 aluminium coils/slats perhaps could not be stolen within few hours and further that services of Santosh Kumar had been terminated soon after the incident, it would not be far from the truth to presume that the said Santosh Kumar and Jagat Singh had indeed acted in collusion to systematic pilferage of the aluminium coils/slats over a period of time. In that event, the provision of clause 2(e) gets duly attracted. We also take note of the findings of not only the investigator appointed by the opposite party-Insurance Company but also the findings recorded by the complainant’s own private detective agency that the complainant had not engaged any security staff or even a storekeeper leaving the entire stock on the mercy of Santosh Kumar. It also appears to be a case of reposing excessive trust on a single employee which has resulted in the above episode. 20. Overall, we are convinced that the complainant has not been able to make out a case to support his claim, inasmuch as he has failed to take reasonable care to protect the insured premises and the stock of raw materials kept therein and has further failed to comply with the mandatory and specific conditions of the policy relating to immediate notice of the loss to the police and to the Insurance Company. We are also not convinced that there has been any violent and forcible entry of any outsider/burglar to commit theft. Rather there is every possibility about the involvement of his own staff in the commission of the offence.


NATIONAL CONSUMER DISPUTES REDRESSAL COMMISSION

NEW DELHI


ORIGINAL PETITION NO. 365 OF 2002  

M/s Aerolux India Pvt. Ltd.
Through its Director Shri Rohit Kumar
Aerolux House
122, Udyog Vihar, Phase-I
Gurgaon-120016
Haryana                                                     .....  Complainant

Versus

New India Assurance Co. Ltd.
19, Community Centre
New Friends Colony
New Delhi-110065                                       ...... Opposite Party

BEFORE:
HON’BLE MR. JUSTICE R.C. JAIN,PRESIDING MEMBER
HON’BLE MR. S.K. NAIK, MEMBER

For the Complainant            :  Mr. Anupam Kumar Jha, Advocate
                                           with Mr. Rajesh Gogna, Advocate

For the Opposite Party                :  Mr. Kishore Rawat, Advocate

Dated: 13th April, 2012

 

ORDER

PER S.K. NAIK, MEMBER

1.     M/s Aerolux India Pvt. Ltd., a company registered under the Companies Act, 1956, engaged primarily in the business of ‘window dressing’ including the manufacturing of ‘venetian blinds’, have filed this consumer complaint under Section 21 of the Consumer Protection Act, 1986, alleging deficiency in service on part of the opposite party, the New India Assurance Co. Ltd., seeking a direction from this Commission to direct them to pay a sum of Rs.29,51,105/- with pendent lite interest @ 24% per annum on the said sum of Rs.29,51,105 from the date of signing/verification or from the date of filing of the present complaint till the realization thereof. 
2.     Facts, in brief, are that one of the main raw materials used for the manufacturing of ‘venetian blinds’ isaluminium coils/slats, which is imported by the complainant from the United States.  The imported stock of thealuminium coils/slats along with other raw materials, such as line fabric, PVC cloth, wooden, plastic and metal components, drapery rods etc., is stored in his factory premises at 122, Udyog Vihar, Phase-I, Gurgaon.  In order to secure the raw materials from any untoward incident of theft, burglary etc., they had obtained two Burglary (Business Premises) Insurance Policies covering the risk upto Rs.2.50 Crores from the opposite party/Insurance Company.  During the currency of the said insurance policies, between the period July, 1999 and August, 1999 they noticed shortage in the stock of raw material in factory premises.  Initially, they estimated that at least 100 aluminiumcoils/slats were missing.  In order to verify the cause of shortage, they appointed a private detective agency by the name of ‘The Spy Masters’ to investigate into the episode of theft.  However, the private detective agency’s investigation was met with some resistance from the employees of the complainant and had to be abandoned. Thereafter, the complainant lodged a complaint on the 24th of August, 1999 with the Udyog Vihar Police Station, Gurgaon, requesting for a probe into the matter.  The police authorities sometimes on the 24th/25th of October, 1999 arrested one Jagat Singh @ Ajay Kumar in connection with the theft of the aluminium coils/slats, who confessed to have committed the theft by cutting some iron grills, which he also claims to have welded them later in order to prevent detection.  The complainant thereafter on 27th of October, 1999 informed the opposite party/Insurance Company about the incident, who promptly appointed M/s Ajay Chopra & Associates, Surveyors-cum-Loss Assessors, to survey and assess the loss and also appointed M/s So-Men Media Pvt. Ltd. to investigate into the matter.  While the investigators submitted their report on the 22nd of July, 2000,       M/s Ajay Chopra & Associates, the surveyors, submitted their report on 14th of August, 2000 and assessed the net loss at Rs.4,70,640/-.  M/s Ajay Chopra & Associates, the surveyors, vide their letter dated 1st of November, 1999 had requested the complainant to submit a number of documents, including the burglary claim form duly filled in so as to proceed further in the matter, pursuant to which the complainant had submitted a claim of Rs.17,87,500/-.  Thereafter the complainant pursued the matter with the opposite party/Insurance Company by writing a number of representations and reminders for the settlement of the claim at an early date.  Finally, a legal notice dated 16th of December, 2000 was issued, which was replied to by the opposite party/Insurance Company vide their letter dated 22nd of January, 2001, to which even a rejoinder was filed but the opposite party/Insurance Company rather than considering the claim of the complainantfavourably repudiated the same vide their letter dated 2nd of February, 2001.  Aggrieved thereupon that this complaint has been filed by the complainant, seeking a direction as already stated above.
3.     On notice being issued, the opposite party/Insurance Company has resisted the complaint and in their written version a number of preliminary objections, in particular with regard to the maintainability of the complaint, havebeen raised.  It has been contended that the claim having been repudiated by a detailed speaking order, no cause of action survived for the complainant to approach the consumer fora.  Further, the dispute raised involved complicated questions requiring elaborate evidence which cannot be decided in summary proceedings.  It has further been stated that the principal amount of claim being Rs.17,87,500/- which was less than Rs.20,00,000/-, the complaint would not lie before this Commission. 
4.     On merits, it has been pleaded by the opposite party/Insurance Company that the alleged loss did not fall within the scope of the insurance cover as there is no proof that the alleged theft had been occasioned following any forcible and violent entry into the premises.  Relying on the investigations carried out by ‘The Spy Masters’, the investigating agency engaged by the complainant themselves, it has been stated that the loss was due to systematic pilferage by the workers as neither there was any security guard/personnel appointed in the factory premises nor was there any checking of the workers when they left the factory.  Further, there being no regular storekeeper to keep the records in respect of the stock purchased, issue for processing and the balance available on a regular basis, it provided a field day for the employees to pilfer the stock without being detected.  Thus, the plea of the opposite party/Insurance Company is that the complainant did not exercise ‘reasonable care’ as was expected of a man of ordinary prudence.
5.     Another defence taken by the opposite party/Insurance Company is that there has been undue delay in reporting/lodging FIR.  While the complainant had noticed pilferage in the stock of raw material on 22nd of July, 1999, the Police was informed about it on 24th of August, 1999 after more than a month.  The opposite party/Insurance Company was informed about it much later only on 27th of October, 1999.  This was not only a breach of the conditions of the policy but a valuable period of three months had been lost in the process for the opposite party/Insurance Company to investigate into the matter. 
6.     A reference has also been made to condition no. 2(e) of the terms and conditions of the policy and it has been stated that since the theft has taken place in connivance with their own employee Santosh Kumar, the claim was not payable under this clause.
7.     Yet another ground advanced is that the claim had been fraudulently made as the complainant had earlier reported pilferage of only 100 aluminium coils/slats amounting to Rs.5,00,000/- but has inflated the same to Rs.13,50,000/- and yet again to Rs.17,87,500/- in a subsequent letter. 
8.     Relying extensively on the report of the private detective agency ‘The Spy Masters’ engaged by the complainant himself and the report of their investigator, M/s So-Men Media Pvt. Ltd., the opposite party-Insurance Company has pleaded that it was not a case of theft with the use of force but it was pilferage over a period of time, in which the employees of the complainant are involved.  It  has,  accordingly,  been  prayed  that  the  complaint  be dismissed.
9.     In the rejoinder the complainant has reiterated its averments and allegations made in the complaint.  Any delay on part of the complainant to inform either the police or the insurance company has been denied.  It has been explained that even though the suspicion with regard to the loss of the aluminium coils/slats arose during July 1999, the complainant could not rush for filing FIR as it wanted to be sure about the cause of such loss.  Further, being a delicate and sensitive issue, which could involve the questioning of their employees, it was considered appropriate to first get the matter investigated by a private detective agency.  The moment it was confirmed that the loss has occurred the complainant on 24th of August, 1999 requested the SHO, Police Station Udyog Vihar, Gurgaon to investigate into the matter.  It has also been denied that Jagat Singh arrested by the police was their employee or that Santosh Kumar had been abruptly dismissed for his involvement in the incident of theft.  It has also been denied that Santosh Kumar lived inside the factory premises with his family.  It has, however, been explained that he was living outside the factory premises in the outhouse provided to him.
10.    In support of their respective evidence, the complainant has filed the affidavit of Shri Rohit Kumar, one of the Directors on behalf of the complainant, while the opposite party-Insurance Company has filed the affidavits of Mrs.Mukta Sharma, Divisional Manager, Shri N.D. Pandey, Manager (Operations) of M/s So-Men Media Pvt. Ltd. and that of Shri Ajay Chopra of M/s Ajay Chopra & Associates, the surveyors.
11.    We have given a patient hearing to Shri Anupam Kumar Jha, Advocate with Mr. Rajesh GognaAdvocate for the complainant and Shri Kishore Rawat, Advocate appearing for the opposite party-Insurance Company.  We have also carefully considered the evidence adduced on record by both the parties.
12.    The main case set up by the complainant is that sometimes in the month of July, 1999 when he received substantial supply order for the purchase of ‘venetian blinds’, he visited the basement of the business premises where raw material was stacked to ascertain whether with the recently imported quantum of aluminium coils/slats and the previous old stock, it would be possible for him to honour the supply order.  To his surprise, he found that the stocks as available were not sufficient and that a large number of aluminium coils/slats appeared to have been missing. Since it was only a suspicion, it was considered imprudent to immediately file an FIR with the police or inform the opposite party-Insurance Company.  Since the police investigation could cause questioning of his employees resulting into their harassment and humiliation, it was considered appropriate to engage a private detective agency to investigate into the missing of aluminium coils/slats.  ‘The Spy Masters’ were, therefore, engaged to investigate into the matter, which, however, could not be conclusive as the employees raised some objection to such a course and, therefore, the complainant finally requested the SHO, Police Station Udyog Vihar, Gurgaon to investigate into the matter.  The opposite party-Insurance Company too was informed about the incident.  While it is argued that all the necessary documents asked for by the surveyor and the investigator were supplied and all their queries were satisfactorily answered, the opposite party-Insurance Company for no good reason continued to delay the settlement of the claim, which forced the complainant to finally issue a legal notice.  A rejoinder to the reply received was also filed.  The opposite party-Insurance Company in their letter of repudiation has raised vague and unsubstantiated ground just to frustrate the claim of the complainant.  The commitment of theft having been duly established by the confession of Jagat Singh, who categorically stated that entry to the premises was managed by cutting the iron grills, there was no substance in the stand taken by the opposite party-Insurance Company that the incident did not fall within the terms and conditions of the policy.  The opposite party-Insurance Company’s own surveyor M/s Ajay Chopra & Associates in their conclusion have clearly stated that “the insured factory was affected by burglary as there had been a forcible entry into the premises”.  It has further been contended that the sum of Rs.4,70,640/- assessed by the said surveyor, though totally unacceptable to the complainant, has also been denied for no reason as the repudiation is based on the report of investigators M/s So-Men Media Pvt. Ltd., which is a totally tutored report to frustrate the complainant’s claim.  The fact of Jagat Singh, brother-in-law of Santosh Kumar, having committed the burglary by cutting the iron grills and thereafter welding the same to avoid detection, has not been believed by the opposite party-Insurance Company despite the confessional statement before the police just to implicate SantoshKumar and bring the case under clause 2(e) of the conditions of the policy.  Denying that there was any negligence or want of reasonable care, it has been submitted that the claim stands fully established and the same be allowed.
13.    Learned counsel for opposite party-Insurance Company referring to the letter of repudiation dated 2nd of February, 2001 has contended that the claim of the complainant did not fall within the purview of the terms and conditions as the involvement of the complainant’s own employee is clearly visible and the so called confession byJagat Singh has been manipulated to derive undue benefit.  The fact remains that it was a case of systematic pilferage of the aluminium coils over a period of time by their own employees, which went unnoticed as the complainant had neither any full time security guard nor a storekeeper to account for the receipt and supply of the raw materials nor did they have any system of checks and balances and above all it had left the total responsibility onSantosh Kumar, who was living within the factory premises with his family, as has been brought out by the complainant’s own investigator.  Referring also to the fact that the report to the police was made after about a month of the detection of the pilferage and further that the opposite party-Insurance Company has been informed after more than three months of the occurrence of the incident which amounts to violation of clause-4 under the terms and conditions of the policy, the counsel contends that the claim has been rightly repudiated warranting no interference by this Commission.
FINDINGS :-
14.    Insofar as the preliminary objections raised by the opposite party-Insurance Company are concerned, we do not find them sustainable.  Just because the claim has been repudiated by passing an order, the right of a consumer cannot be foreclosed for approaching a consumer forum.  The plea of the opposite party-Insurance Company that the dispute involves complicated question of facts and voluminous evidence and, therefore, the matter be relegated to a civil court also does not carry conviction, inasmuch as on the opposite party-Insurance Company’s own showing it mainly involves the examination of the terms and conditions stipulated in their policy and whether there has been any breach thereof and this is a matter which is very much within the domain of this Commission.
15.    Insofar as the objection with regard to the principal claim of Rs.17,87,500/- being below Rs.20,00,000/- is concerned, as per Section 21(a) of the Consumer Protection Act, 1986 a complainant is entitled to claim the value of the goods or services as well as reasonable compensation, if any.  In the present case, the complainant apart from the principal amount of Rs.17,87,500/- has also claimed compensation and other reliefs amounting to Rs.29,51,105/-, which exceeds Rs.20,00,000/-.  We, therefore, do not find any substance in this objection as well.
16.    Coming to the merits of the case, suffice it to say that the opposite party-Insurance Company has repudiated the claim of the complainant under the terms and conditions of the policy of insurance.  The first and the foremost ground advanced by the opposite party-Insurance Company is that there has been a flagrant breach of clause-4 of the conditions of the Burglary (Business Premises) Insurance Policy.  The said clause reads as under :-
“4.    On the happening of any Loss or Damage the Insured shall forthwith give notice thereof in writing to the Police and also to the Company detailing the circumstances of the case and shall within seven days after such Loss or Damage shall have come to the insured’s knowledge and at the Insured’s own expense deliver to the Company a Claim in writing and containing as particular an account as may be reasonably practicable of all the property loss or damaged and of the amount of the Loss and Damage in respect thereof respectively having regard to its value at the time of the Loss or Damage and also of the damage (if any) to the premises.  The Insured shall also produce and give to the Company when where and to whom and in a manner required by the Company and at the Insured’s own expenses all such Books of Account, Vouchers, Invoices, Documents, Proofs and information as may be reasonable required and the Insured shall be bound to satisfy the Company by such reasonable evidence as the Company may require that the Loss or Damage claimed for has actually arisen from one of the causes insured against and the property in respect of which a claim is made is not merely mislaid or missing.”

17.    As per the said clause, it was incumbent upon the complainant to have immediately informed about the alleged theft or burglary to the police and also to the opposite party-Insurance Company.  That there has been a theft in his premises was discovered by the complainant on 22nd of July, 1999 but a report to the police was made on the 24th of August, 1999, after a delay of more than a month; while the opposite party-Insurance Company was informed only on the 27th of October, 1999, after a gap of more than three months.  The explanation offered by the complainant that he had only a suspicion to begin with and wanted to be sure with regard to the theft and, therefore, he engaged a private detective agency, which was rightly objected by their employees, does not constitute satisfactory explanation to cover the delay.  The contention of the complainant that he was under the impression that registration of an FIR was a pre-requisite before lodging a claim before the Insurance Company is a misconception without any basis and appears to be an afterthought.  In our view, both the police as well as the Insurance Company lost timely investigating opportunities to recover the stolen aluminium coils/slats.  Having regard to the rulings of the Hon’bleSupreme Court in the cases of United India Insurance Co. Ltd. V. Harchandrai Chandanlal [2005 ACJ 570 SC], Bharati Knitting Company V. DHL Worldwide Express Courier Division of Airfreight Ltd. [(1996) 4 SCC 704] and Polymat India V. National Insurance Co. [IV 2004 CPJ 49 SC] that the terms of the policy are in nature of a contract and the same have to be construed and interpreted as they appear on the policy document and that they are binding on both the parties and the courts/fora have to interpret them as they appear; there is no escape from conclusion that the complainant in the case in hand has deviated from the terms and conditions laid down in the policy.
18.    The opposite party-Insurance Company has also relied upon clause 2(e) of the conditions of the policy, which reads as under:-
2.    The policy does not cover the following unless specifically mentioned in and expressly insured in thePolicy :
(e)    Loss or damage where any inmate or member of the Insured’s Household or of his Business Staff or any other person lawfully in the premises is concerned in the actual Theft of or Damage to any of the Articles or premises nor where such loss or Damage have been expedited or any way assisted or brought about by any such person or persons.”

19.    The plea advanced by the opposite party-Insurance Company is that Santosh Kumar, one of the trusted employees of the complainant was hand in glove with his brother-in-law Jagat Singh and had been instrumental in systematically organizing the pilferage of the aluminium coils/slats over a period of time.  According to them, it was not a case of burglary as the complainant had handed over charge of the entire factory premises after duty hours toSantosh Kumar, who resided with his family within the factory premises.  According to them, the so called burglary was in fact a systematic pilferage organized by their own employee Santosh Kumar, who connived with Jagat Singh. According to the opposite party-Insurance Company there was no violent/forcible entry and the statement of JagatSingh that he cut the iron grills and committed the theft is a well-designed strategy to not only exonerate SantoshKumar but is also to build up a case of violent/forcible entry to bring the incident under the purview of the policy. We, however, find that M/s So-Men Media Pvt. Ltd., the investigator, as well as M/s Ajay Chopra & Associates, the surveyor, appointed by the opposite party-Insurance Company in their reports have concluded that the burglary had occurred at 122, Phase-I, Udyog Vihar.  Their findings are based on the confessional statement made by Jagat Singh before the police.  Copy of the confessional statement and the FIR as recorded by the police have not been produced.  In the absence of any recovery or the stolen material and considering that the said Jagat Singh was the brother-in-law of Santosh Kumar and further that 100 aluminium coils/slats perhaps could not be stolen within few hours and further that services of Santosh Kumar had been terminated soon after the incident, it would not be far from the truth to presume that the said Santosh Kumar and Jagat Singh had indeed acted in collusion to systematic pilferage of the aluminium coils/slats over a period of time.  In that event, the provision of clause 2(e) gets duly attracted.  We also take note of the findings of not only the investigator appointed by the opposite party-Insurance Company but also the findings recorded by the complainant’s own private detective agency that the complainant had not engaged any security staff or even a storekeeper leaving the entire stock on the mercy of Santosh Kumar.  It also appears to be a case of reposing excessive trust on a single employee which has resulted in the above episode. 
20.    Overall, we are convinced that the complainant has not been able to make out a case to support his claim, inasmuch as he has failed to take reasonable care to protect the insured premises and the stock of raw materials kept therein and has further failed to comply with the mandatory and specific conditions of the policy relating to immediate notice of the loss to the police and to the Insurance Company.  We are also not convinced that there has been any violent and forcible entry of any outsider/burglar to commit theft.  Rather there is every possibility about the involvement of his own staff in the commission of the offence.
21.    Under the circumstances, we find no merit in the complaint and, accordingly, dismiss the same.  No order as to cost.

Sd/-
( R. C. JAIN, J. )
PRESIDING MEMBER


Sd/-
     (S.K. NAIK)
(MEMBER)

Mukesh  

cancelling the confirmed air tickets without intimation to the passengers amounts to deficiency of service - 6. With utmost humility at our command, we are unable to subscribe to the above view taken by a Coordinate Bench of this Commission and particularly in regard to the sole responsibility of the travel agent in the case of cancellation of confirmed/O.K. ticket and exonerating the Airlines for doing such a cancellation. We cannot be oblivious to the rights of the air passengers and duties and obligations cast on the airlines, who had issued the confirmed/O.K. tickets. Although no proof has been brought on record to show that the petitioner airlines had sent messages to the travel agent on 17.12.2002 and 19.12.2002 to seek reconfirmation of tickets from the complainants but believing that such messages were issued, in our view, it was not very material because we feel that it was obligatory on the part of the airlines itself to have sought reconfirmation of the booking, if it was at all necessary in case of confirmed/O.K. tickets. It has been brought on record that over booking to the extent of 200% was done on the flight No. IC 555 leaving Chennai at 00.50 hours on 21.12.2002. If such over booking is done by the Airlines, they render themselves vulnerable to such a situation as has taken place. However, in absence of any communication or verification from the complainants, the petitioner/Airlines could not cancel the reservation of O.K. tickets booked several days in advance. It was totally unfair and unjust on the part of the Airlines to do so. The cancellation of O.K. Tickets in such circumstances is the manifest act of deficiency in service on the part of the petitioner/Airlines. 7. In the case in hand, the complainants all of whom were women including minors had O.K. tickets in their possession and they could not imagine that on reaching the airport, they will be confronted with a situation that their tickets had been cancelled leaving them in a lurch because they did not belong to Chennai City and had come to Chennai from some interior part from Tamil Nadu and they had to travel further to Melbourne from Singapore by a connecting Quantas flight. Information about the cancellation of their tickets must have come as a life time rude shock to them. As a result of which they were on the streets of Chennai uptil the next flight which was 24 hours later. It is not difficult to visualize the kind of mental harassment and torture complainants would have suffered during those hours. They were certainly entitled for a better treatment from a National carrier like the Petitioner. 8. From a conspectus of the entire circumstances, there is no escape from the conclusion that the petitioner/Airlines has not only committed grave deficiency in service by cancelling the O.K./confirmed tickets of the complainants but the said act would also amount to adoption of malpractice or what is called unfair trade practice. We wish that the petitioner/Airlines would stop such a practice forthwith. 9. Viewed from any angle, we are of the considered opinion that the impugned order passed by the State Commission is eminently justified and suffers from no illegality, material irregularity much less any jurisdictional error, which warrants interference by this Commission. We wish that in the peculiar facts and circumstances of the case, the petitioner/Air India Ltd., ought to have gracefully accepted and complied with the concurrent finding and orders of theFora below rather than approaching this Commission by these proceedings.


NATIONAL CONSUMER DISPUTES REDRESSAL COMMISSION NEW DELHI

REVISION PETITION NO. 636 OF 2012
(Against the order dated 14.09.2011 in First Appeal No. 638 of 2011, First Appeal No. 316 of 2009 and First Appeal No. 132 of 2009 of the Tamil Nadu State Consumer Disputes Redressal Commission, Chennai )



Air India
Formerly known as
Indian Airlines Ltd.,
(Later known as National
Aviation Co. of India Ltd.)
Rep. by S. Sathanandam,
Senior Manager (Customer Services),
19, Rukmani Laxmipathy Salai,
Egmore, Chennai – 600 008                                             …      Petitioner (s)


Versus

1. Dr. Mary Ramasamy

2. Miss Niranjana Ramaswamy,
    Rep. through her guardian
    And next friend, her mother
    Mary Ramasamy
   
3. Miss Krupa Ruth Ramaswamy
    Rep. through her guardian
    And next friend, her mother
    Mary Ramasamy
    Respondent No. 1 to 3
    C/o Christian Fellowship Hospital,
    Oddanchatram,
    Dindugal District,
    Tamil Nadu

4.  Managing Director,
     Travelon Worldwide Pvt. Ltd.,
     No. 4, Hariram Building
     No. 16, College Road,
     Chennai – 600 006


5.   The Managing Director,
      Quantas, 112, Nungambakkam
      High Road, Eldorado Buildings,
      Chennai – 600 034                                             …     Respondent (s)


BEFORE :
HON’BLE MR. JUSTICE R.C. JAIN, PRESIDING MEMBER            
HON’BLE MR. S.K. NAIK, MEMBER
         

For the Petitioner (s)                 …      Mr. N.G.R. Prasad, Advocate
                                                                                                                   

DATED:  12th APRIL, 2012

ORDER


PER JUSTICE R.C. JAIN, PRESIDING MEMBER

            Aggrieved by the impugned common order dated 14.09.2011 passed by Tamil Nadu State Consumer Disputes Redressal Commission, Chennai (for short ‘the State Commission’) in First Appeal Nos. 638 of 2011, 316 of 2009 and 132 of 2009, Air India (O.P. No. 3 in the original complaint) has filed the present petition purportedly under Section 21(b) of the Consumer Protection Act, 1986 (for short ‘The Act’).  The appeals before the State Commission were filed by the opposite parties No. 1 to 3 against the order dated 13.01.2009 passed by District Consumer Disputes Redressal Forum, Mylapore, Chennai -4 in consumer complaint No. 723 of 2004.  By the said order, the District Forum partly allowed the complaint filed by the complainants/Dr. Mary Ramasamy for herself and as mother and natural guardian of her two daughters, Ms. Niranjana Ramasamy and Ms. Krupa Ruth Ramasamy against the Managing Director-Travelon World Wide Pvt. Ltd. (O.P. No.1), Managing Director-Quantas (O.P. No.2) and Managing Director-Indian Airlines (O.P. No.3) alleging deficiency in service on their part, and directed the O.P. No. 1 to 3 jointly and severally to pay a sum of Rs. 25,000/- as compensation and Rs. 5,000/- as cost of the litigation to each of the three complainants with the stipulation that the awarded amount shall be paid within six weeks from the date of the receipt of the order, failing which the awarded amount shall carry interest @ 9% per annum till the date of payment.
2.         Aggrieved by the said order, O.P. No. 1 to 3 filed appeals Nos. 638 of 2011, FA No. 316 of 2009 and FA No. 132 of 2009. The State Commission dismissed the appeal No. 638 of 2011 filed on behalf of O.P. No.1-Travelon World Wide Pvt. Ltd.(the travel agent) and F.A. No. 132 of 2009 filed by O.P. No.3-Air India, while it accepted the F.A. No. 316 of 2009 filed by Quantas (O.P. No.2) and set aside the order of the District Forum against them.  It had held the other O.Ps/appellant guilty of deficiency in service and liable to pay the compensation jointly and severally with the other opposite parties/appellants.
3.         The facts and circumstances, which led to the filing of the complaint by the complainants have been noted in detail in the orders passed by the Fora below and need no repetition at our end.  To answer the present proceedings, we may simply notice that the above named complainants had filed complaints against the travel agent, Quanta and Air India alleging deficiency in service on their part on the broad allegations that they had booked their air passage from Chennai to Melbourne via Singapore, by paying the requisite fare to the travel agent who issued them O.K. tickets.  As per the itinerary, the complainants were to take flight No. IC 555 (Indian Airlines) from Chennai International Airport to Singapore leaving at 00.50 hours on 21.12.2002 and thereafter QF 16 from Singapore to Melbourne leaving the Singapore at 9.20 hours.   When the complainants reached Chennai International Airport for taking the scheduled flight No. IC 555, to their utter shock and surprise they  found that their names did not figure in the list of the passengers scheduled to travel on the said flight.  Despite the complainants having confirmed / O.K. tickets, they were not allowed to board the said flight and their passage was rescheduled for the next day i.e. 22.12.2002 by the even number flight. Since the said flight was delayed and could not reach Singapore in time, they could not be put on the connecting flight to Melbourne.  After waiting for about 12 hours at Singapore Airport, they were put on a different flight via Sydney. Complainants reached Melbourne after a delay of more than thirty six hours, which made their waiting relatives quite anxious but also caused lot of mental and physical torture and discomfort  and extra expense to the complainants.  The travel agent did not choose to contest the complaint despite service of notice but the other two opposite parties i.e.Quantas Airlines and Air India contested the complaint by filing separate written versions.  Quantas denying any deficiency on their part tried to explain that it had confirmed seats available for the complainants on its Flight QF 16 leaving Singapore on 21.12.2002 but the complainants did not reach Singapore due to cancellation of their flight from Chennai to Singapore.  However, on their arrival at Singapore Airport on 22.12.2002, the complainants were informed that only one seat was available on the direct flight to Melbourne and as the complainants were three in number, they were accommodated on a later flight for Melbourne via Sydney.  It was contended that deficiency in service, if any was on the part of Air India.
4.         Air India in their written version admitted the booking of the tickets of the complainants through the travel agent but denied any deficiency in service on its  part or liability on the ground that the booking was made during a period which is termed as ‘Peak Season’ and therefore, the Air India sent  messages on 17.12.2002 and 19.12.2002 to the travel agent to reconfirm the booking of the complainants in order to avoid cancellation of tickets and since no reply was received from the travel agent, it cancelled the reservation on 20.12.2002 at 11.30 hours informing the travel agent about the same.  The said cancellation is stated to have been done as per the International Conventions.
5.         We have heard Mr. N.G.R. Prasad, learned counsel representing the petitioner/Air carrier and have considered his submissions.  Based on the defence plea (Supra) put forth on behalf of Air India, learned counsel reiterated the same and vehemently argued that the Air India has not committed any deficiency in service by cancelling the booking of the complainants of their flight IC 555 leaving at 00.50 hours on 21.12.2002.  It was contended by the learned counsel that as per the prevalent practice, anticipating cancellations of booked tickets, the Airlines do over booking and therefore, seek reconfirmation from the passengers about their travel schedule and if such a reconfirmation is not received in advance, the tickets are cancelled / deemed cancelled.  In this connection, it is pointed out that the Air India had sought such reconfirmation from the complainants, of course, through the travel agent on 17.12.2002 and 19.12.2002 and as it was not forth coming, the booking was cancelled on 20.12.2002.  It is stated that by doing so the Air India has committed no wrong and if there was any negligence / deficiency in service, it was on the part of the travel agent, who is liable to compensate for the inconvenience, mental harassment or pecuniary loss suffered by the complainant.  In support of this contention, learned counsel for the petitioner/Air India has sought support from a decision of this Commission dated 10th December, 1992 in First Appeal No. 60 of 1991, in particular, a reference has been invited to the following observations made in the said Judgment:
           “Though M/s. Vyas Travels Pvt. Ltd., was a ticketing agent authorized to sell Indian Airlines ticket and was in that capacity and to that limited extent an agent of the India Airlines, it was also functioning as an agent of the complainant engaged by him for booking his air ticket from Ahmedabad to Delhi.  The authority conferred on the ticketing agent by Indian Airlines was only to sell and issue tickets in accordance with the flight operation schedules and timings notified by the Airlines. In making the wrong entry regarding the departure timing of the flight in question, the travel agent had manifestly acted contrary to the instructions of his principal namely, the Indian Airlines Corporation.  The said wrongful act of the travel agent was beyond the scope of its limited authority and for any consequential loss to a third party arising therefrom, the liability will only be that of the travel agent and not of the principal.  The complainant who had hired the service of the travel agent has a legitimate claim against the said agent for the deficiency in service consisting of wrong noting in the ticket.  Though the second respondent has taken a plea that it had issued the ticket in a jacket on which it had been clearly mentioned that the passenger himself should check the correct timings, no specimen of the jacket was produced before us and there is nothing to show that as a matter of fact the ticket had been issued to the complainant in any such jacket.  We are, therefore, unable to uphold this plea.  While exonerating the Indian Airlines from liability for payment of compensation, we hold that the damages assessed by the State Commission at Rs. 1000/- shall be payable by M/s. Vyas Travels Pvt. Ltd.-travel agent-with interest at 18 per cent from the date of this order till the date of actual payment.”           

6.                With utmost humility at our command, we are unable to subscribe to the above view taken by a Coordinate Bench of this Commission and particularly in regard to the sole responsibility of the travel agent in the case of cancellation of confirmed/O.K. ticket and exonerating the Airlines for doing such a cancellation.  We cannot be oblivious to the rights of the air passengers and duties and obligations cast on the airlines, who had issued the confirmed/O.K. tickets.  Although no proof has been brought on record to show that the petitioner airlines had sent messages to the travel agent on 17.12.2002 and 19.12.2002 to seek reconfirmation of tickets from the complainants but believing that such messages were issued, in our view, it was not very material because we feel that it was obligatory on the part of the airlines itself to have sought reconfirmation of the booking, if it was at all necessary in case of confirmed/O.K. tickets.  It has been brought on record that over booking to the extent of 200% was done on the flight No. IC 555 leaving Chennai at 00.50 hours on 21.12.2002.  If such over booking is done by the Airlines, they render themselves vulnerable to such a situation as has taken place.  However, in absence of any communication or verification from the complainants, the petitioner/Airlines could not cancel the reservation of O.K. tickets booked several days in advance.  It was totally unfair and unjust on the part of the Airlines to do so.  The cancellation of O.K. Tickets in such circumstances is the manifest act of deficiency in service on the part of the petitioner/Airlines. 
7.                In the case in hand, the complainants all of whom were women including minors had O.K. tickets in their possession and they could not imagine that on reaching the airport, they will be confronted with a situation that their tickets had been cancelled leaving them in a lurch because they did not belong to Chennai City and had come to Chennai from some interior part from Tamil Nadu and they had to travel further to Melbourne from Singapore by a connecting Quantas flight.  Information about the cancellation of their tickets must have come as a life time rude shock to them.  As a result of which they were on the streets of Chennai uptil the next flight which was 24 hours later.  It is not difficult to visualize the kind of mental harassment and torture complainants would have suffered during those hours. They were certainly entitled for a better treatment from a National carrier like the Petitioner.
8.                From a conspectus of the entire circumstances, there is no escape from the conclusion that the petitioner/Airlines has not only committed  grave deficiency in service by cancelling the O.K./confirmed tickets of the complainants but the said act would also amount to adoption of malpractice or what is called unfair trade practice.  We wish that the petitioner/Airlines would stop such a practice forthwith.
9.                Viewed from any angle, we are of the considered opinion that the impugned order passed by the State Commission is eminently justified and suffers from no illegality, material irregularity much less any jurisdictional error, which warrants interference by this Commission.  We wish that in the peculiar facts and circumstances of the case, the petitioner/Air India Ltd., ought to have gracefully accepted and complied with the concurrent finding and orders of theFora below rather than approaching this Commission by these proceedings.
          The Revision Petition is accordingly dismissed.

                                                                                 ..………………..……….
     (R. C. JAIN, J.)
PRESIDING MEMBER


          .………………………
                                                                            (S.K. NAIK)
                                                              MEMBER


SB/2