Service charge

Collectors to enforce service fee order

NEW DELHI : The government has asked district collectors to ensure that restaurants and hotels do not breach Central Consumer Protection Authority (CCPA) guidelines by levying service charges.

The CCAC clarified that the guidelines are not advisory in nature and are “fully enforceable by law.” Therefore, district collectors were also requested to conduct investigations upon receipt of complaints and submit the report to the authority within 15 days.

“If a consumer discovers that a hotel or restaurant is charging a service charge in violation of the guidelines, a consumer may ask the hotel or restaurant concerned to remove the service charge from the amount of the bill,” the statement said. Department of Consumer Affairs.

The consumer can lodge a complaint with the National Consumer Helpline (NCH), which operates as an alternative dispute resolution mechanism at the pre-litigation level by calling 1915 or via the NCH mobile app.

The ministry said the consumer can also file a complaint against unfair commercial practices with the Consumer Commission. Complaint can also be filed electronically through the edaakhil portal

In addition, the consumer may address a complaint to the Collector of the municipality concerned for investigation and prosecution by the CCPA. Complaint can also be sent to CCPA via email to “The difference between the new guidance issued by the CCPA and the previous guidance from the Department of Consumer Affairs is that, in the meantime, the old Consumer Protection Act 1986 has been replaced by the Consumer Protection Act of 2019, which entered into force in July. 2020,” the government said.

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