The Central Consumer Protection Authority (CCPA) has implemented new rules regarding the collection of service charges. Now no hotel or restaurant can charge service charges from customers. If any restaurant or hotel collects service charge from customers, then they can file a complaint. CCPA has issued guidelines to prevent infringement of rights of customers.
In the guidelines issued by the Central Consumer Protection Authority (CCPA), it has been said that hotels or restaurants will not add service charges to the food bill automatically or even by default. The guideline said that the recovery of service fee will not be done under any other name. No hotel or restaurant shall compel any customer to pay service charges. It will be up to the customer to pay the service charge whether it will be paid or not.
It also said that no restriction on entry or provision of any hotel or restaurant services shall be imposed on the customer for non-payment of service charges. Also, the service charge cannot be recovered by adding it to the food bill.
What to do if you are charging service charge
If a consumer finds that a hotel or restaurant is levying a service charge in violation of the guidelines, the consumer can request the concerned hotel or restaurant to deduct the service charge from the bill amount. The consumer can lodge a complaint on the National Consumer Helpline (NCH), which can be done by calling 1915 or through the NCH mobile app.
Complaint can also be lodged here
The customer can also file a complaint against the unfair treatment with the consumer commission. For speedy and effective redressal, complaints can be filed online through the e-filing portal e-daakhil.nic.in. Apart from this, one can also complain to the District Collector. Complaints may also be sent to CCPA by e-mail at [email protected].
Such complaints are lodged with NCH
Several complaints have been lodged with the National Consumer Helpline (NCH) regarding levy of service charges by the consumers. The issues raised by consumers include making restaurant service charges mandatory and adding them to the bill in default, making payment of such charges optional and opting to pay service charges in case of voluntary and embarrassing consumers. Various cases have also been decided by the Consumer Commissions relating to levying of service charges in favor of consumers, treating it as an unfair practice and as a violation of consumer rights.