Telangana High Court: Social Media Complaints Cannot Be Undermined in Modern Times

The Telangana High Court recently underscored the significance of complaints made on social media platforms, emphasizing that such complaints should not be dismissed as less serious than formal written grievances. Justice Moushumi Bhattacharya observed that customer feedback on social media is a legitimate and widely accepted method of registering complaints, particularly in the present digital age.

The judgment came in the context of a petition filed by a catering stall operator at Secunderabad Railway Station challenging the termination of his contract by South Central Railway. The termination was based on complaints, including one made on the social media platform X (formerly Twitter), regarding the poor quality of food served at the stall.

Key Observations by the Court

Justice Bhattacharya firmly rejected the petitioner’s argument that complaints made on social media lacked gravity or credibility. “In today’s time, complaints or customer feedback on social media are accepted modes of registering grievances against service providers. The petitioner cannot adopt an ostrich-like approach by trivializing such complaints,” the Court stated.

The Court noted that the impugned termination letter issued on November 7, 2024, highlighted a series of lapses by the petitioner, including poor food quality, food being underweight, and overcharging. The letter also referenced multiple prior warnings and penalties imposed on the petitioner, as well as allegations of involvement in violent conduct.

Opportunities Provided to Rectify Deficiencies

The Court emphasized that the petitioner had been given ample opportunity to address and rectify the deficiencies. “The impugned letter clearly shows that the Railways provided several chances to the petitioner to mend his ways before deciding to terminate the contract,” Justice Bhattacharya remarked.

The Court further observed that the issues raised in the complaints were of a serious nature, directly affecting the quality of service provided to passengers. “These complaints pertain not only to poor food quality but also to serving food below the recommended weight and charging rates in excess of the prescribed limits,” the judgment noted.

Court’s Decision

In light of the petitioner’s repeated failures to address the deficiencies despite multiple warnings, the Court upheld the termination of the contract. The petition was dismissed, with the court affirming that the action taken by South Central Railway was justified and in accordance with the law.

Representation

The petitioner was represented by Advocate Aadesh Varma, while Deputy Solicitor General Gadi Praveen Kumar and Advocate NVR Rajya Lakshmi appeared on behalf of the respondents.

This judgment reiterates the growing importance of social media as a platform for accountability and the responsibility of service providers to address grievances raised through such channels.