PVR Cinemas Directed to Provide Free Drinking Water at Lulu Mall Ernakulam
The District Consumer Disputes Redressal Commission, Ernakulam (Kerala) has ordered PVR Cinemas at Lulu Mall to ensure uninterrupted availability of free drinking water for all customers during business hours. The order was issued by a bench comprising D.B. Binu (President), V. Ramachandran, and Sreevidhia T.N.
Consumer Complaint and Allegations
The case arose from a consumer complaint by a moviegoer who claimed that PVR’s prohibition on outside food and beverages forces customers to buy overpriced refreshments from the theatre, leaving no alternative options.
Response from PVR and Lulu Mall
PVR’s management and the Lulu Mall authorities submitted evidence that RO-filtered drinking water is provided free of cost at the theatre. They emphasized that purchasing refreshments is optional and that customers can also use the mall’s food court. They further stated that food and beverages are ancillary to the primary purpose of visiting the theatre. The policy prohibiting outside food is standard in cinemas, amusement parks, and stadiums, justified by safety, hygiene, and operational concerns, including risks related to alcohol, contraband, or inflammables.
Commission’s Findings
The Commission reviewed whether there was any deficiency of service or unfair trade practice. It noted that the complainant failed to provide substantial evidence, producing only online tickets, the policy statement, and a GST invoice. Referring to the Supreme Court judgment in K.C. Cinema v. State of J&K, the Commission affirmed that prohibiting outside food is neither unfair nor unreasonable.
Directions Issued
The Commission recorded PVR’s undertaking to maintain free RO-filtered drinking water and directed that it be available continuously during business hours, maintained hygienically, with conspicuous notice boards informing customers of the facility. Based on these findings, the complaint was dismissed.
