Auto-rickshaws, taxis, and public transport services
YES, auto-rickshaws, taxis, and public transport services come under the Consumer
Protection Act, 2019, but with some conditions.
When Are They Covered?
Private Taxi, Auto, and App-Based Services (Ola, Uber, etc.)
• If you hire a taxi, auto, or cab service for personal use, you are
a consumer under the Act.
•
Complaints regarding overcharging, refusal to ride,
misbehaviour, defective service, or accidents due to
negligence can be filed.
Government-Run Transport Services (Limited Scope)
• Public transport like state-run buses, metro, and railways can
be held accountable if negligence or deficiency in service is
proven (e.g., ticket fraud, poor maintenance, accidents due to
driver fault).
• However, some government services may have sovereign
immunity (e.g., if the issue is a policy decision rather than a
service defect).
Overcharging & Unfair Practices
• If a driver demands extra money, refuses to use a meter, or
engages in unfair trade practices, you can file a complaint.
Steps to Claim Damages:
1. Send a Legal Notice if possible (Optional but Recommended)
Before filing a complaint, send a written notice to the service provider,
explaining the issue and demanding compensation, facilitating an out-of-court
settlement.
2. File a Complaint in the Appropriate Consumer Commission
File a formal complaint in the relevant Consumer Disputes Redressal
Commission (CDRC) based on the claim amount:
When Are They Not Covered?
If the issue is related to government policies (e.g., fare hikes, route changes), it
may not fall under the Act.
If a transport service is provided free of cost, it does not qualify under consumer
law (since a consumer must pay for the service).
For better chances of successful claims, keep the following with you
1. Tickets
2. Booking receipts
3. Vehicle Number.
4. Documentary / Audio / Visual evidence (if any) without violating privacy issues.
