In a significant ruling that underscores the importance of respecting religious dietary practices, a consumer commission in Ahmedabad has directed a restaurant to pay Rs 25,000 in compensation to a customer for serving him non-vegetarian food. The order came after the complainant, a Hindu Brahmin, was mistakenly served a chicken dish when he had ordered a vegetarian meal, an act the commission stated deeply hurt the family's religious sentiments.
The Incident and the Legal Battle
The case dates back to March 7, 2024, when a resident of Shela, along with his sister and brother-in-law, visited a club's restaurant in the Bopal area of Ahmedabad. The family placed an order for veg makkhanwala among other items. However, due to an error, the staff served them murg makkhanwala, which is a chicken-based preparation.
The restaurant management later admitted the mistake was a human error, where a waiter had incorrectly entered the order into the computer system. They tendered a written apology and even offered the aggrieved customer a complimentary meal as a goodwill gesture. Dissatisfied, the customer approached the Consumer Dispute Redressal Commission, Ahmedabad (Rural), seeking a staggering Rs 30 lakh as compensation for the service deficiency and the resultant hurt to his family's religious beliefs.
Commission's Verdict and Reasoning
After hearing both sides, the commission, presided over by President D. T. Soni and member J. P. Mehta, delivered a decisive verdict. The restaurant was ordered to pay Rs 20,000 as compensation and an additional Rs 5,000 to cover the complainant's legal costs, bringing the total penalty to Rs 25,000.
The commission firmly rejected the restaurant's defense that the customer, being from a Hindu Brahmin family, should have chosen a pure vegetarian eatery. It stated that such an argument could not absolve the establishment of its responsibility. The order elaborated that "when a Hindu Brahmin family is served a non-vegetarian dish instead of the vegetarian dish they ordered at a restaurant, it can understandably cause them distress and hurt their religious sentiments."
It further emphasized that "offering an apology or a complimentary meal cannot rectify such an error," and concluded that the restaurant committed a serious mistake, demonstrating a clear deficiency in service.
Broader Implications for the Hospitality Industry
This ruling sends a strong message to the food service industry, particularly in a culturally diverse country like India where dietary restrictions are often intertwined with faith. The commission's acknowledgment that monetary compensation is warranted for hurt religious sentiments sets a notable precedent for consumer rights.
The case highlights the critical need for restaurants to implement stringent order verification processes and staff training to prevent such errors. While the customer's demand for Rs 30 lakh was not granted, the awarded compensation validates the legal principle that service providers must be held accountable for mistakes that violate a customer's deeply held religious principles.
