A 55-year-old teacher from Kerala has won a legal battle against a petrol pump that denied her access to its toilet during a long road journey.

The Pathanamthitta District Consumer Disputes Redressal Commission ruled in favor of the complainant, ordering the petrol pump dealer to pay ₹1.5 lakh in compensation for the distress caused.

In addition to the compensation, the commission directed the dealer to pay 10% interest on the amount from 2024 and ₹15,000 towards litigation costs.

In its detailed judgment, the commission described the actions of the dealer, Fathima Hanna, as a "clear case of unfair trade practice and deficiency in service." The panel noted that the dealer’s refusal to grant toilet access, despite having obtained a government license requiring the provision of such amenities, reflected “grave negligence” and “insensitive behavior.”

"The complainant must have been severely aggrieved by the lapses on the part of the dealer," the order stated, adding that the refusal to allow use of the toilet and the indifferent response to the complainant’s urgent need caused "severe inconvenience, mental agony, and loss of time and money."

The commission emphasized that every licensed petrol pump is legally obligated to provide basic services to customers free of cost—including access to drinking water, tyre inflation, a complaint book, first aid, safety equipment, and a functional toilet.

“A person’s basic need to use a toilet or restroom cannot be denied,” the commission stated. Evidence presented showed the teacher arrived at the Thenankalil Petroleum Fuel Pump at around 8:30 p.m. on May 8, 2024, during a long drive from Kasargod to Pathanamthitta. After refueling, she requested to use the toilet, only to find it locked.

When she asked the staff for access, she was informed that the manager had locked the toilet for customer use, allegedly due to it being out of order. Her attempts to reach both the manager and the dealer were unsuccessful. Despite pleading with the staff, they refused to help. Eventually, she contacted Kerala Police, who intervened and opened the toilet—which was found to be clean and fully functional.

The complainant, Jayakumary C.L. from Ezhamkulam, Parakode, filed the complaint on May 21, 2024. In its defense, the petrol pump claimed that the toilet was kept locked due to a severe sewage problem. However, the commission dismissed this justification, stating that no credible evidence supported the claim and that the facility was indeed usable at the time of the incident.

The verdict underscores the accountability of service providers to maintain basic public amenities and uphold consumer rights, particularly when such services are mandated by law.