A dispute over a Rs 170 wallet balance following the cancellation of a milk delivery service has resulted in a Delhi consumer commission ordering a dairy farm to pay the customer several times the original amount.
The District Consumer Disputes Redressal Commission, South-West, Delhi, directed Sanjeevani Dairy Farms to refund the Rs 170 along with 6% annual interest. It also awarded Rs 2,500 as compensation for mental harassment, agony and litigation expenses. The order was passed on September 22, 2026.
Why did the customer complain about the milk delivery company?
According to the consumer commission's order, the complainant, Sarkar, had been using the dairy farm's milk delivery app to receive milk at his home every morning.
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He eventually stopped the service, citing the poor quality of the milk. His last delivery was made on September 24, 2023.
At the time he discontinued the service, Rs 170 was still available in his app wallet. Sarkar sought a refund from the company on September 29, 2023, but said the amount was not returned.
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He also approached the consumer helpline before filing a complaint before the consumer commission.
What did the Delhi consumer commission find?
The company did not appear before the commission despite being served with notice. It was subsequently proceeded against ex-parte on July 10, 2024.
The commission then considered the evidence submitted by the complainant, including a screenshot of his app wallet.
A bench comprising president Suresh Kumar Gupta and member Harshali Kaur found that the screenshot showed a balance of Rs 170 when the milk service was discontinued.
The commission also considered an email response from the company, which indicated that customers who were dissatisfied with the product could receive a refund.
The bench said the dairy farm had no basis to retain the customer's wallet balance after the milk supply had been stopped.
Commission calls non-refund a deficiency in service
The consumer commission held that the company's failure to return the Rs 170 amounted to deficiency in service.
“The OP as retained a sum of Rs.170/- of the complainant without any reason,” the commission observed, adding that the company was required to refund the amount once the milk supply was discontinued.
The bench also noted that the company had not contested the complaint and therefore relied on the evidence placed on record by the complainant.
“The non-refund of Rs.170/- by the OP tantamounts deficiency in service on the part of OP,” the commission said.
Rs 170 refund plus compensation and interest
The commission allowed Sarkar's complaint and directed Sanjeevani Dairy Farms to refund Rs 170 with 6% annual interest.
The interest will be calculated from February 26, 2024, when the complaint was filed, until the amount is actually paid.
In addition, the dairy farm has been ordered to pay Rs 2,500 towards mental harassment, agony and litigation expenses.
The company has been given 45 days from receiving the order to comply.
If it fails to do so within that period, the Rs 2,500 compensation and litigation amount will also carry 6% annual interest from the date of the commission's order.
Inputs from TOI
