NEW DELHI: A Delhi consumer commission has directed a daily farm to refund Rs 170 retained in its app after a customer stopped milk deliveries. The commission also ordered 6 percent annual interest on the amount and Rs 2,500 towards mental harassment, agony and litigation expenses. The order was passed on September 22, 2026.Why did the customer approach the commission?According to the commission order, the complainant was using the milk delivery app operated by the dairy farm to receive milk at his home every morning. He stopped the milk supply because of poor quality, with his last order delivered on September 24, 2023.The complainant had Rs 170 remaining in his app wallet when he discontinued the service. He sought a refund from the company on September 29, 2023, but the amount was not returned. He also approached the consumer helpline before filing the complaint.The company did not appear despite being served and was proceeded against ex-parte on July 10, 2024. The complainant then filed his affidavit and relied on documents supporting his complaint.What did the consumer commission find?The bench of president Suresh Kumar Guptaand member Harshali Kaur examined the app screenshot and found that the wallet balance was Rs 170 when the complainant discontinued the milk supply. It also noted that the company’s email response indicated that a refund would be provided if a customer was not satisfied with the product.The commission said the company had not refunded the amount despite the customer’s complaint.“The OP as retained a sum of Rs.170/- of the complainant without any reason. The OP cannot retain the amount of the complainant. The OP was under duty to refund amount once the supply of milk is discontinued,” the commission noted.The commission further noted that the company had not contested the case and therefore relied on the evidence produced by the complainant.“The non-refund of Rs.170/- by the OP tantamounts deficiency in service on the part of OP,” the bench said.The commission also relied on the company’s response that a refund would be provided if a customer was not satisfied with the product. It therefore held that the amount should have been returned after the milk supply was discontinued.“The complaint of the complainant is allowed to the effect that OP shall pay a sum of Rs.170/- alongwith annual interest of 6 percent from date of filing of complaint i.e. 26.02.2024 till its realization. The complainant is entitled for compensation of Rs.2,500/- for mental harassment, agony and litigation expenses,” the bench concluded.What did the consumer commission order?The District Consumer Disputes Redressal Commission, South-West, Delhi, allowed Sarkar’s complaint and directed Sanjeevani Dairy Farms to:
- Refund Rs 170 with 6 percent annual interest from February 26, 2024, the date of filing of the complaint, until payment.
- Pay Rs 2,500 as compensation for mental harassment, agony and litigation expenses.
- Comply with the order within 45 days of receiving it.
- Pay 6 percent annual interest on the Rs 2,500 compensation and litigation amount from the date of the order if it fails to comply within the prescribed period.
The commission passed the order after finding that the company had retained the customer’s wallet balance even after the milk supply was discontinued and had failed to refund it despite his complaint.
