In a remarkable victory for consumer rights, a student from Uttar Pradesh has won a seven‑year legal battle against the Indian Railways after a delayed train caused her to miss an entrance examination — costing her an entire academic year. The district consumer commission has awarded her Rs 9.1 lakh in compensation.
The case dates back to May 2018, when Samriddhi, a resident of Basti district, boarded an intercity superfast train to Lucknow to appear for her BSc Biotechnology entrance test at Jai Narayan PG College. The train was scheduled to reach Lucknow by 11am, giving her ample time to report at the exam centre by 12:30 pm. But the train arrived nearly two-and-a-half hours late. By the time she reached Lucknow, the gates had closed — and she was denied entry into the exam hall.
Determined to seek justice, Samriddhi approached the district consumer commission demanding Rs 20 lakh in compensation. Notices were issued to the Railway Ministry, the general manager, and the station superintendent. Court records later showed that the Railways failed to offer any satisfactory explanation for the delay, strengthening her case.
While the compensation amount may be debated, the decision itself carries far greater significance. The fact that Samriddhi’s father is a lawyer certainly helped her endure the long legal process — something many ordinary citizens may not have the resources or stamina to pursue. But because she persisted, the verdict stands out as a powerful precedent.
Why This Order Matters
This ruling goes beyond individual relief. It touches on the larger question of government accountability and could have wide‑ranging implications.
In 2021, the Supreme Court expanded the scope of the Consumer Protection Act, 2019, allowing complaints to be filed in a representative capacity. Earlier, groups could seek relief only for their own specific grievances. The broadened provision now enables broader, class‑action‑like interventions — something India has long needed. The Basti court’s decision, holding the Railways accountable for delays even on non‑arterial routes, could create ripples across the system. And rightly so. Government agencies often remain indifferent to the everyday struggles of ordinary citizens unless confronted with legal pressure.
The ruling underscores a crucial deterrent: when public services fail, authorities can be made to pay. Whether it’s banks failing to safeguard savings, hospitals overcharging patients, the circulation of fake medicines, or civic bodies allowing dangerous conditions that lead to electrocution or fatalities owing to open sewer— the list of systemic failures is long. Legal action by consumers, and decisions like this one, may finally jolt government departments and public utilities into remembering their actual duty: delivering reliable services.
A Small but Significant Hope
The Basti commission’s decision offers more than individual justice — it offers a glimmer of hope to millions who rely on public services. Even if the Railways appeals, the message is clear: accountability is no longer optional. For the ordinary Indian battling inefficiency every day, this ruling is a reminder that persistence can indeed pay off.
