According to the complaint, Mr. Chauhan, who traveled in the third AC coach, found the train’s restroom unusable due to accumulated filth, lack of water, and clogged sinks, which the commission noted as unacceptable under the Indian Railways’ own commitment to maintaining basic passenger facilities. He stated that despite a formal complaint submitted through the “Rail Madad” app and posts on social media channels tagging the railway minister, no corrective action was taken during the journey. Mr. Chauhan reported that his inability to access clean facilities caused him physical and emotional stress, leading to a severe headache that impacted his professional obligations post-travel.
During the proceedings, the commission pointed out the Indian Railways’ obligations under its Citizen’s Charter, a policy document affirming its responsibility to provide passengers with essential services. Mr. Chauhan’s advocate argued that by failing to uphold these standards, the railway had effectively neglected the rights of paying passengers. The case hinged on the Consumer Commission’s recognition that sanitary conditions, especially in closed environments like train compartments, are crucial to passenger health and well-being, given the potentially long durations of such journeys.