No Thirst in Theatres: Kerala Forum Orders PVR to Provide Free RO-filtered Drinking Water
Pranav B Prem
The District Consumer Disputes Redressal Commission, Ernakulam, has directed PVR Cinemas, Lulu Mall, Kochi, to ensure uninterrupted supply of free RO-filtered drinking water to all customers during business hours. The order was passed by a Bench comprising D.B. Binu (President), V. Ramachandran, and Sreevidhia T.N. (Members), while dismissing a complaint challenging the prohibition on carrying outside food and beverages into the theatre.
Background
The complainant, Sreekanth Indukkaparakkal, booked tickets on 21 April 2022 to watch KGF Chapter-2 (Malayalam) at PVR Cinemas, Lulu Mall, through the “Ticket-New” booking platform. He alleged that PVR’s policy of restricting outside food, water, and beverages forces consumers to purchase refreshments at inflated prices from in-house counters. During the show, he bought a regular salted popcorn and spicy chicken burger for Rs. 450 (inclusive of GST) and claimed that the restriction amounted to unfair trade practice and deficiency in service.
Opposite Parties’ Defence
The opposite parties—Manager of PVR Lulu Mall and Ajay Bijli, Chairman & MD of PVR Ltd.—denied all allegations. They argued that the complaint, filed under the repealed Consumer Protection Act, 1986, was not maintainable and that no deficiency in service existed. They asserted that free RO-filtered drinking water is provided at the premises and that patrons are under no compulsion to purchase refreshments.
It was further argued that prohibition of outside food is a standard and reasonable condition of entry, comparable to rules at amusement parks and stadiums, grounded in safety, hygiene, and operational concerns. The opposite parties relied on the Supreme Court’s judgment in K.C. Cinema v. State of J&K & Ors. (2023), which upheld the right of cinema halls to prohibit outside food while mandating provision of drinking water and reasonable accommodation for infants and persons with medical needs.
Findings of the Commission
The Commission noted that the complainant failed to file a proof affidavit or place substantive evidence on record despite repeated opportunities. The only documents filed were a copy of the ticket, PVR’s policy statement, and GST invoice. On the other hand, PVR produced photographs showing drinking water facilities at the multiplex, along with a certified copy of the Supreme Court’s interim order in Multiplex Association of India v. State of J&K.
On the question of deficiency in service, the Bench held that no evidence established any shortcoming on the part of PVR. On the allegation of unfair trade practice, it relied on the Supreme Court’s ruling in K.C. Cinema, which affirmed that prohibiting outside food in cinemas is not unfair, unreasonable, or unconscionable.
Importantly, the Bench recorded the undertaking given by PVR that free RO-filtered drinking water is available to all customers inside the multiplex. The Commission directed: “The opposite parties are hereby directed to strictly comply with their undertaking and ensure uninterrupted availability of RO-filtered drinking water to all customers during business hours. The facility shall be maintained in a clean and hygienic condition, and conspicuous notice boards shall be displayed at appropriate places within the multiplex premises informing customers of the availability of free RO-filtered drinking water.”
Finding no deficiency in service or unfair trade practice, the Commission dismissed the complaint but issued directions to ensure continuous supply of safe drinking water in the multiplex premises.
Cause Title: Sreekanth Indukkaparakkal v. Manager/ Person in charge, PVR Cinemas-Lulu Mall
Case No: CC.No. 416 of 2022
Coram: D.B. Binu (President), V. Ramachandran, Sreevidhia T.N. (Members)
