Dark Mode
Image
Submit Now
Login / Sign Up
Logo
Customer Feedback on Social Media Platforms Like 'X' Recognized as Valid Complaint Mechanism: Telangana HC

Customer Feedback on Social Media Platforms Like 'X' Recognized as Valid Complaint Mechanism: Telangana HC

Pranav B Prem

In a significant ruling, the Telangana High Court upheld the validity of complaints made through social media platforms like 'X' (formerly Twitter) as a legitimate mode of registering grievances against service providers. Justice Moushumi Bhattacharya stated that such complaints cannot be dismissed as less serious compared to formal written complaints and emphasized the need for service providers to take social media feedback seriously.

 

Justice Moushumi Bhattacharya in her order said, "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."

 
Case Background
The court delivered the judgment in a writ petition filed by a vendor operating a tea stall at Secunderabad Railway Station. The vendor's license was terminated by the South Central Railway following multiple complaints, including one lodged on 'X.' The termination also involved forfeiture of the security deposit and a one-year debarment from future contracts.
 
The petitioner argued that the termination was unjust, claiming that the process outlined in the Special Conditions of Contract (SCC) was not followed. The petitioner contended that:
1. The SCC mandates counseling and issuance of written warnings before terminating a license.
2. Complaints made on platforms like 'X' should not hold the same weight as formal complaints.
3. The railway authorities were required to issue a temporary closure notice with a 72-hour period for rectification.
 
Respondent's Stand
The South Central Railway countered by highlighting the vendor's persistent deficiencies, including:
1. Serving substandard food below prescribed weights.
2. Overcharging customers.
3. Involvement in physical altercations at the station.
 
The railway presented evidence of prior warnings and penalties issued against the vendor, as well as videos showcasing violent incidents involving the vendor's staff.
 
Court's Observations
After examining the evidence, Justice Bhattacharya made the following key observations:
1. Complaints on social media are a recognized and acceptable means of registering grievances. The court observed that dismissing such complaints reflects an "ostrich policy" and fails to address the realities of modern consumer feedback mechanisms.
2. The court noted the seriousness of the allegations, which included poor food quality, overcharging, and altercations, posing risks to public health and safety.
3. The railway authorities followed the SCC's provisions by issuing multiple warnings and opportunities for rectification before terminating the license.
 
Verdict
The court dismissed the petition, upholding the termination of the vendor's license. It concluded that: The termination followed due process, including adherence to principles of natural justice. Social media complaints, especially those involving public health concerns, warrant serious consideration. The petitioner could apply for a new license after the one-year debarment period, differentiating the case from permanent blacklisting.
 
 
 
 
 
 
Cause Title: S Mathura Prasad And Sons vs The Union Of India and others
Case No: Writ Petition No. 34055 of 2024 
Date: December-30-2024
Bench: Justice Moushumi Bhattacharya
 
 
 
 
[Read/Download order]
 
 
 
 
 
Read/Download

Tags

Telangana High Court Justice Moushumi Bhattacharya Customer feedback Twitter X

Comment / Reply From

Comment

You May Also Like

The Allahabad High Court, established in 1866, is one of the oldest and most prominent judicial institutions in India. However, in recent years, it has become emblematic of the judiciary's struggle with overwhelming pendency and systemic inefficiencies. As of April 2025, data from the National Judicial Data Grid (NJDG) shows that the Allahabad High Court, including its Lucknow Bench, has a staggering

“Defects Cannot Be Cured After Detection”: Calcutta High Court Upholds Tender Disqualification, Says “Each Document and Data Are Extremely Vital” and “UDIN Is a Very Vital Piece of Informatio

Test Identification Parade Without Key Witnesses Invalid: Chhattisgarh High Court Observes TIP Is 'Not Substantive Evidence' and Acquits Robbery Accused

“Abusive, Derogatory, and an Insult to the Victim”: Kerala High Court Finds Prima Facie Offence Under SC/ST Act, Says “No Legal Provisions Yet to Address Non-Sexual Cyberbullying”

“Ingenious Method to Sustain Suit Before Court Without Jurisdiction”: Karnataka High Court Allows Petition, Says “Non-Existent Judgments Cited—Further Action Against Judge Required”

Bombay High Court Initiates Contempt Proceedings Against Teacher Over Bribery Allegation, Says “Intended to Scandalize the Court and Undermine Judicial Authority”

Integration of Armed Reserve, Police Battalion Into Kerala Civil Police Cadre Cannot Override Statutory Seniority Under Special Rules: Kerala HC

“Multiplier Cannot Be Reduced Based on Quantum of Compensation”: Kerala High Court Enhances Motor Accident Compensation by ₹73.66 Lakhs for Nurse Working Abroad

Recent Posts

test - sub category

test - sub category
Sub category Test

Sub category Test
Pdf upload issue

Pdf upload issue
“Petition under Article 226/227 Challenging Award Passed by Facilitation Council Is Dismissed as Not Maintainable”: Jammu & Kashmir High Court Directs Recourse Under MSMED Act

“Petition under Article 2...

Stay Connected

Newsletter

Subscribe to our mailing list to get the new updates!

Copyright © 2024 24Law - All Rights Reserved.