Cinemas and Multiplexes
YES, cinemas and multiplexes come under the Consumer Protection Act, 2019, as they
provide a service for a fee (ticket price). Consumers can file complaints against them for
unfair trade practices, overcharging, service deficiencies, or misleading advertisements.
Key Judgments
• The Supreme Court and some High Courts have ruled that cinemas can set their
own food prices, but they cannot stop customers from carrying their own food,
especially for children and senior citizens in some cases.
• It is responsibility of theatres to start the show within reasonable time mentioned
for start of the feature film.
When Can You File a Complaint?
1. Overpriced Food & Water
2. Overcharging for 3D Glasses & Hidden Charges is unfair
trade practice.
3. Selling above MRP Products
4. Misleading Advertisements If a movie is promoted falsely
(e.g., promising a star appearance that doesn’t happen).
5. Technical Issues & Poor Viewing Experience – Bad Audio /
Visuals / Ac / Seat
6. Refund Issues
7. Unreasonable delay in show timing due to excessive
advertisements.
Steps to Claim Damages:
1. Send a Legal Notice if possible (Optional but Recommended)
Before filing a complaint, send a written notice to the cinema / Multiplex oice
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:
For better chances of successful claims, keep the following with you
1. Show Tickets.
2. Booking receipts.
3. Show details.
4. Purchase bills & receipts.
5. Documentary / Audio / Visual evidence (if any) without violating privacy issues.
