How can I file a complaint against a restaurant for bad service?

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To file a complaint against a restaurant for bad service, you can follow this guide.

A couple complaining to restaurant manager for bad service
A couple complaining to restaurant manager for bad service1260×720 128 KB

Before proceeding, it’s important to define what constitutes “bad service.” This can include:

  • Unhygienic conditions: Dirty tables, floors, washrooms, or signs of pests.
  • Poor food quality: Spoiled, undercooked, or contaminated food.
  • Incorrect orders: Receiving the wrong dishes or incorrect portion sizes.
  • Rude or unprofessional staff: Disrespectful behavior, lack of responsiveness.
  • Delayed service: Excessively long wait times for food or attention.
  • Overcharging: Charging more than the listed price or hidden charges.
  • Misleading advertising: False claims about the food or services.

Step 1. Gather Evidence:

  • Record the incident: If possible, take photos or videos of the issue (e.g., unhygienic conditions, wrong food).
  • Keep receipts: This includes bills, payment confirmations, and any promotional materials.
  • Note details: Write down the date, time, names of staff involved, and a description of the problem.

Step 2. Speak to the Restaurant Manager:

  • Calmly explain the issue: Try to resolve the problem directly with the restaurant manager.
  • Request a solution: Ask for a refund, replacement, or other appropriate compensation.
  • Document the interaction: If the manager is unresponsive, note their name and the outcome of the conversation.

Step 3. File a Complaint:

  • National Consumer Helpline (NCH): Call the 1800-11-4000 or 14404 (toll-free) or register your complaint online to NCH.

  • Food Safety and Standards Authority of India (FSSAI): If the issue is related to food quality, safety or hygiene, file a complaint on the FSSAI website or app.

  • Consumer Forum: Identify the appropriate forum (District, State, or National) based on the value of the claim. Prepare a complaint letter detailing the incident and evidence including documents needed for consumer complaint. Finally, submit the complaint through E-DAAKHIL portal along with supporting documents and the required fee.

:page_with_curl: Legal Provisions

  • Consumer Protection Act, 2019: This is the primary law protecting consumer rights in India. It provides for redressal of consumer complaints through consumer forums and establishes penalties for unfair trade practices.
  • Food Safety and Standards Act, 2006: This law regulates food safety and hygiene standards in India. The FSSAI is the regulatory body responsible for enforcing these standards.

Step 4. Follow Up:

  • Track your complaint: Keep track of the reference number provided by the authority you filed with.
  • Be patient: The resolution process may take time, but authorities are generally obligated to respond.

:person_tipping_hand:t6: Tips

  • Know your rights: Familiarize yourself with consumer protection laws in India, such as the Consumer Protection Act, 2019.
  • Seek legal advice: If you face difficulties or the issue is complex, consult a lawyer specializing in consumer law.

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