LI Network
Published on: 04 May 2023 at 01:08 IST
The National Consumer Disputes Redressal Commission (NCDRC) has made a significant ruling by granting a compensation of 2 crore rupees with 9% interest to a woman who experienced emotional distress and lost career opportunities due to an inadequate haircut and hair treatment at a salon located in Delhi’s five-star ITC Maurya in 2018.
The Justice R.K Agrawal (Chairman) and Dr. S.M. Kantikar (Member) bench explained that the complainant was a model who earned a higher fee for every hair care brand promotion assignment. However, her modeling career was at risk due to the damage to her hair, which caused her significant distress and trauma.
Consumers usually represent themselves in consumer courts instead of hiring a lawyer. Aashna Roy, who lives in Gurgaon, appears to have presented her case effectively as it progressed through the district, state, and national commission. In contrast, ITC, a company with a turnover of Rs 74,979 crore in 2020-21, had its own legal team to contest the case.
Aashna Roy’s experience at the ITC Maurya salon in April 2018, where she received a haircut that did not match her instructions, may be relatable to many women. She had requested specific layers and a trim, but the hairdresser gave her a completely different cut that left her with barely shoulder-length hair. She immediately lodged a complaint with the hotel’s General Manager, who was unhelpful and suggested that she pursue action against the salon.
Dr. S.M. Kantikar of NCDRC stated in the ruling that the Rs 2 crore compensation awarded to Aashna Roy “not only compensates the individual but also aims to promote a change in the service provider’s approach.” This decision serves as a reminder to service providers that they must take their customers’ instructions seriously and provide satisfactory services, especially when customers rely on them for important events such as interviews.
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