Bengaluru: Grabbing a handle on a Metro coach for support turned painful for a commuter after it snapped, bloodying his nose mid-journey. Alleging that Metro officials ignored his complaint and denied him compensation, the commuter moved the consumer commission, which recently held Bangalore Metro Rail Corporation Ltd (BMRCL) accountable and ordered compensation.The saga began on Jan 18, 2025, when 49-year-old MG Nagaraju, a resident of Ganga Nagar Extension, boarded a crowded Metro train from Rajajinagar to KR Market using his Metro card. With no seats available, he stood holding a grab handle for support. As the train neared KR Market station, the handle suddenly snapped and struck him forcefully on the nose, causing severe bleeding. The impact also broke his branded spectacles, costing Rs 3,000, and nearly caused him to fall inside the moving coach, before fellow passengers stepped in to help.After reaching the station, Nagaraju approached the station controller, who allegedly dismissed his complaint and only allowed him to register it after repeated insistence. Four days later, when Nagaraju followed up with the Metro complaints cell, he was informed that no complaint was received. He alleged that the station controller later shouted at him and refused to cooperate.On Jan 24, 2025, BMRCL emailed Nagaraju denying liability for medical compensation. Left with no option, he filed a consumer complaint on Feb 10, 2025, seeking Rs 1 lakh compensation, reimbursement of medical expenses, and Rs 3,000 towards his damaged spectacles.In its written defence, BMRCL argued that it is a public utility company jointly owned by the Karnataka and Union govts, created to provide safe, affordable, and eco-friendly transport in Bengaluru, and therefore should not fall under the ambit of consumer law. It contended that the grab handle assembly — comprising the handle, Kevlar rope, spring, and ceiling attachment — is intended only for light support and not designed to bear a passenger’s full body weight. Referring to CCTV footage, it claimed the complainant held the handle with both hands and put his entire body weight on it, causing the Kevlar rope to tear. It maintained that the incident was the result of misuse by the passenger and not poor maintenance.The corporation stated that all train equipment undergoes strict daily and weekly inspections and the grab handle in question was found to be in good condition before the incident. It also produced a job card showing the handle was replaced the same day at 11.05am.BMRCL also denied allegations that officials had refused to register the complaint and questioned the claim for damaged spectacles, pointing out that the purchase bill dated back to 2015. It sought dismissal of the complaint, alleging lack of medical proof and wrongful gain.After examining the records and hearing both sides, the commission pulled up BMRCL for failing to substantiate its defence. Though it repeatedly claimed CCTV footage would prove the commuter had misused the grab handle by putting his full body weight on it, the corporation failed to produce said footage before the commission.The commission also noted that a photograph submitted showed Nagaraju using the handle normally, with no sign of misuse. While BMRCL argued the grab handles were meant only for light support, the commission observed that the corporation had never informed passengers through signboards, announcements, or guidelines about such restrictions. In overcrowded coaches, commuters cannot be expected to know the technical limits of handles, it said, terming the lack of communication a deficiency in service.Rejecting BMRCL’s claim that it fell outside consumer law, the commission held that the fare-collecting Metro operator qualifies as a service provider under the Consumer Protection Act, 2019.The commission bench, comprising president Syed Anser Kaleem and members Sharavathi SM and Jyothi N, on May 4 ordered BMRCL to pay Nagaraju Rs 3,000 for the broken spectacles and Rs 2,000 as compensation and litigation costs.
