Landmark Cases and
Success Stories
The Legal Department at the Consumer Education and Research Centre (CERC) stands at the forefront of consumer protection and empowerment. It provides legal guidance and representation to consumers facing unfair trade practices, defective products, or deficient services. Through its active engagement before Consumer Commissions and other forums, the department strives to ensure justice, fairness, and accountability. It also works to spread legal awareness and strengthen consumer laws for a more transparent and responsible marketplace.
Bus Fare Hike Set Aside – Principles of Natural Justice Violated
CERC’s first major engagement with consumer protection in public services involved a proposed bus fare hike by Gujarat State Road Transport Corporation (GSRTC) in early 1978 under the Motor Vehicles Act. At the time, CERC had not yet been formally registered as a public charitable trust (August 1978), but proactively intervened in the matter recognizing state monopolies in essential services as a priority concern.
Learn MoreThe Tobacco Toothpastes Story
CERC took up a significant public health issue after receiving a complaint from Mrs. Geeta Acharya regarding two tobacco-based toothpastes sold under the brand names “IPCO Creamy Snuff” and “Dentobac”, manufactured by Asha Industries, Nadiad and Parag Perfumes, Sihor, respectively.
Learn MoreCERS v. Ahmedabad Municipal Corporation (AMC) & State of Gujarat Copy
In November 1993, a severe outbreak of jaundice occurred on the West Bank of the Sabarmati River in Ahmedabad, resulting in the deaths of over 100 persons and affecting more than 1,500 residents. The cause was traced to polluted and contaminated water supplied by the Ahmedabad Municipal Corporation (AMC).
Learn MoreMachhu Dam Disaster – Right to Information II
The Machhu Dam Disaster of 1979 remains one of the most tragic events in Gujarat’s history. When the dam on the Machhu River at Morbi (Saurashtra) collapsed, it caused devastating floods that claimed hundreds of lives—men, women, and children—and destroyed property worth over ₹1080 crore.
Learn MoreThe Rs. 3 Story – The Three Coin Case
In a case that became famously known as the “Three Coin Case”, Prof. Manubhai Shah, a noted consumer rights advocate, experienced firsthand the failure of a public telephone service at the Ahmedabad Airport.
Learn MoreUnderweight Product – Nestle Instant Coffee Sachets
Under the Consumer Protection Act, 1986, a complaint includes any allegation that goods purchased suffer from defects, and a defect includes any fault, imperfection, or shortcoming in quality, quantity, purity, or standard which the manufacturer or trader is required to maintain by law.
Learn MorePathological Laboratory Penalised for Deficiency in Service
CERC, along with Mrs. Dipti Hitesh Shah, filed a consumer complaint against the Pathology and R.I.A. Laboratory of Green Cross Voluntary Blood Bank, Ahmedabad, following a misleading blood test report that caused serious mental distress to the patient and her family.
Learn MoreDog Bite Case Leading to Revision in Conditions for Double Accident Benefits
One Mr. Amrutlal P. Patel died on the 92nd day of hydrophobia on 9-4-1982 after he was bitten by a dog. LIC paid the sum assured of Rs. 35,000/- to his widow, Joitibahen Patel. However, it repudiated the double accident benefit on the ground that Mr. Patel “did not manage to die” within 90 days of dog bite as required by the condition of the insurance policy.
Learn MorePayment of Insurance Claim on Lapsed Policy if Policy Holder Dies Within 6 Months of the Date of Premium
Almost before 20 years from now, one Nainaben Sheth of Ahmedabad in her mid 20s approached CERC. She lost her husband Atulbhai. He had a few LIC policies aggregating to 3.50 \text{ lacs} of rupees. He had not paid the last premium prior to his death. LIC therefore took a position that since the policies have lapsed it had no liability to pay the claims.
Learn MoreIllegal Repudiation of Insurance Claim Attracts Punitive Damages
One Mr. Vithaldas Parmar of Rajkot died of a heart attack. LIC repudiated the claim of the widow Mrs. Manjulaben on the grounds that Vithaldas was a man of intemperate habits and that he had hidden material facts. He was treated by Government Hospital at Rajkot and he died at the Hospital.
Learn MoreBANKING
A. Balu misplaced his State Bank of India (SBI) passbook. On realizing the loss, he wrote to the Thattanchavady Branch of the SBI where he held the account. During discussions with the bank, he learnt that Rs. 20,000 had been fraudulently withdrawn from his account. Balu informed the bank about the transaction and also lodged a police complaint. When the Branch Manager and the accountant verified the signature on the withdrawal slip with his original signature, they found them different. The bank’s negligence in verifying the signatures became evident.
Learn MoreA Consumer’s Fight for His Hard-Earned Money
For Mr. Kamleshbhai K. Patel, booking a Maruti Ertiga Smart car at Kiran Motors Ltd. on 7th March 2024 was a moment of joy. But when he changed his mind and canceled the booking, he believed the dealer would simply return his hard-earned money. Instead, his trust was broken. Despite repeated calls and reminders, the dealer has refused to refund the booking amount of ₹7,05,000. Days turned into weeks, leaving the consumer frustrated and helpless. CERS has stepped in, demanding the immediate refund of the full amount. If ignored, further legal action will follow after 21st August 2024.
Learn MoreA Student’s Struggle for Fairness
For Ms. Anushka Bhatt, enrolling in the BA LIB course on 6th May 2025 was an important step toward her future. She paid ₹25,000 with hope and trust. But soon, her circumstances changed, and she applied for admission cancellation on 6th June 2025. What she expected was a simple refund of her fees. Instead, silence followed. Despite repeated calls and reminders, the institute failed to respond, leaving her anxious and uncertain.
Learn MoreA Traveler’s Hope Restored
For Mr. Jayendraprasad Ravishankar Joshi, planning a trip to Vietnam in February 2025 was a dream come true. He paid ₹1,44,400 with excitement, looking forward to new experiences and memories. But the journey never began—his visa was not issued, forcing him to cancel the booking. What should have been a straightforward refund turned into a nightmare. Despite countless calls and reminders, the company failed to return his money, leaving him disheartened and anxious.
Learn MoreRefund Secured After a Canceled Flight
For Mr. Armanbhai Oza, booking an Air India ticket through Easy Trip on 29th October 2024 was the first step toward his planned journey on 9th December 2024. But his travel plans came crashing down when the airline canceled the flight. What followed was even more frustrating—despite repeated calls and reminders, Easy Trip failed to process his refund. Days turned into weeks, and the silence left him feeling cheated and helpless.
Learn MoreVictory for a Parent Against Unfair Practices
When Mr. Jitendrabhai D. Patel enrolled his child in a Byju’s course plan for Standard 8, Dissatisfied with the course, he decided not to continue and informed the company within the 15-day cancellation period. What should have been a simple refund turned into a battle—Byju’s stopped responding despite his repeated calls and reminders.
Learn MoreMrs. Kapilaben B. Raval – Relief Through CERC Intervention
When Mrs. Kapilaben B. Raval lodged her insurance claim on 15th February 2023, she expected a quick settlement. Even after 35 days and several calls, there was no response from the insurer.Frustrated and anxious, she turned to CERC for help.
Learn MoreA Consumer’s Fight for Quality and Justice
On 25th January 2025, Mr. Amitbhai J. Vyas purchased a Bosch refrigerator, trusting the brand’s reputation for quality. But his excitement soon turned into frustration—the vegetable tray constantly remained wet, making the product unusable. Hoping for a quick solution, he reached out to the service center multiple times. Instead of support, he was met with delays and silence.
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