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2
January 2017
Customers dissatisfied with service at
any hotel or restaurant can opt to seek that service charge not be levied, as
this is optional or discretionary as per the Consumer Protection Act, an
official statement said on Monday. The
Total Investment & Insurance Solutions
The Department of Consumer Affairs, in a
statement, also asked state governments to advise hotels and restaurants to
disseminate information, such as through displays, that "the service
charges are discretionary or voluntary". The Total Investment & Insurance Solutions
The department said that it received
complaints from consumers that many hotels and restaurants charged
"service charge in the range of 5-20 per cent, in lieu of tips" and
consumers were "forced to pay irrespective of the kind of service
provided". The Total Investment
& Insurance Solutions
A clarification was sought from the
Hotel Association of India, which replied that the "service charge is
completely discretionary and should a customer be dissatisfied with the dining
experience, they can have it waived off", as per the department. The Total Investment & Insurance
Solutions
The department have also asked the state
governments to sensitise the companies, hotels and restaurants regarding
provisions of the Act.The Total
Investment & Insurance Solutions
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