Petitioner is a food lisencee holder with Railways.

 

Chambers of Ishaan Garg

Ch. No. 217, Western Wing, District & Sessions Court, Tis Hazari, New Delhi, Delhi 110054

+91 8851742417, +91 8800386163


Facts: 

1. Complaints about the petitioner’s catering service were posted on social media platform X (formerly Twitter).

2. The complaints alleged substandard food quality, overcharging, and vendor misconduct.

3. The South Central Railway acted on these complaints, treating them with seriousness and issuing warnings to the petitioner.

4. The petitioner contended that social media complaints should not be considered equivalent to formal complaints as per the contract.


Issue:

Whether complaints made on social media (X) can be treated as valid and serious complaints under the contractual obligations governing the license agreement.


Held- The complaints on social media cannot be seen as lacking in gravity as opposed to formal written complaints. Complaints/customer feedback on social media is an accepted mode of registering complaints against a service provider and the petitioner cannot adopt an ostrich policy in today's time on the pretext that social media complaints do not deserve to be treated with seriousness."