A Punjab consumer commission has ordered Northern Railway to pay ₹80,000 in compensation to a couple whose handbag was stolen during a journey on the Dibrugarh-New Delhi Rajdhani Express. The commission found the railway service guilty of "deficiency in service," citing significant lapses in passenger assistance and security protocols.
The Incident: Theft on a Premium Train
The incident occurred on December 14, 2021, when the couple was traveling with their child in a 3AC coach, having reserved three berths. During the journey, their handbag, containing a 15-gram gold mangalsutra valued at approximately ₹65,000, ₹5,000 in cash, and a bank passbook, was stolen.
Upon discovering the theft, the complainants immediately sought assistance, but reported finding no coach attendant present. They subsequently informed a Railway Protection Force (RPF) personnel and the Travelling Ticket Examiner (TTE), later filing a Zero FIR upon their arrival in New Delhi.
Consumer Commission's Findings on Northern Railway
The couple approached the District Consumer Disputes Redressal Commission in Pathankot, alleging negligence, deficiency in service, and unfair trade practices by the Railways. Northern Railway, in its defense, denied any deficiency in service and claimed the incident was not reported to the relevant station authorities, arguing they were not liable for the theft.
However, the consumer commission, led by President Kulwinder Singh Pannu and member Raj Kumar Shukla, identified several contradictions in the Railways' stance. Internal Railway records confirmed that an RPF escort team had indeed responded to the passengers' complaint during the journey, directly refuting the Railways' denial of information.
Crucially, the commission noted the consistent claim by the complainants that no coach attendant was available at the time of the theft. The Railways failed to produce any duty roster or records proving that an attendant was deployed in the coach during the incident, leading the commission to draw an adverse inference against them for withholding evidence.
Verdict: Compensation for Lapses
The commission concluded that the immediate reporting of the theft to the RPF, the contradictory positions taken by the Railways, the absence of a coach attendant, and the failure to produce supporting records collectively established a clear "deficiency in service."
Consequently, the commission partly allowed the complaint, directing Northern Railway to pay ₹70,000 to cover the loss suffered by the couple. An additional ₹10,000 was awarded as compensation for mental harassment and agony, bringing the total award to ₹80,000.
This ruling underscores the expectation that passengers traveling in reserved, premium trains are entitled to a reasonable level of safety and adequate service from railway authorities. It reinforces the accountability of carriers for ensuring passenger security and assistance during journeys.