The Ernakulam District Consumer Disputes Redressal Commission has issued a significant directive, ordering a multiplex operator to prominently display notices across its premises, informing moviegoers that free drinking water is available.
This ruling follows the dismissal of a complaint challenging the multiplex’s policy that restricts patrons from bringing outside food and beverages into PVR Cinemas at LuLu Mall.
The complaint originated from Sreekanth Indukkaparakkal of Kuruvattur, Kozhikode, who filed it on September 16, 2022. His grievance stemmed from an incident on April 21, 2022, when he had purchased movie tickets at the said multiplex.
Mr. Indukkaparakkal alleged that PVR Cinemas compelled consumers to buy food and drinks exclusively from its internal counters, often at inflated prices. He argued that this policy, combined with the ban on outside items and the confinement of patrons within the theatre, eliminated any practical alternative or competitive purchasing choice for customers.
He cited his own experience, where he bought refreshments, including a regular salted popcorn (90g) and a spicy chicken burger (255g), totaling ₹450, which included GST.
In response, PVR asserted that its operations were entirely legal, highlighting that it already provided complimentary RO (reverse osmosis)-filtered drinking water. The multiplex contended that customers were not obliged to buy food or beverages and had the freedom to abstain from purchases or opt for a different cinema.
PVR further justified its prohibition on outside edibles as a standard and justifiable condition of entry, drawing parallels to regulations at venues like amusement parks, stadiums, and other theatres. The company emphasized that these rules are crucial for maintaining safety, security, hygiene, and operational efficiency, also mentioning concerns like limited turnaround times, the absence of airport-level screening, and the potential risks of alcohol, contraband, or flammable items being brought inside.
The commission, comprising President D.B. Binu and members V. Ramachandran and T.N. Sreevidya, ultimately concluded that there was insufficient evidence to demonstrate that the multiplex’s services failed to meet statutory or contractual standards.
However, the panel firmly directed the firm to strictly adhere to its commitment: ensuring a continuous supply of clean, RO-filtered drinking water for all customers throughout business hours. Furthermore, it explicitly mandated that the facility must be kept hygienic, and clear notice boards must be prominently displayed within the multiplex to inform customers about the availability of this free drinking water.