Paid extra but matrimonial agency fails to give ‘exclusive services’, man wins Rs 37,000

In a recent decision, a Kerala consumer commission ordered a matrimonial agency to pay Rs 37,000 to a customer after it failed to deliver on its promise of personalized matchmaking services. The commission, comprised of President S K Sreela and member Stanly Harold of the Kollam District Consumer Disputes Redressal Commission, ruled that the agency's misleading inducement to purchase a higher-priced package was an unfair trade practice.

The complainant initially paid Rs 7,000 for an exclusive service, believing he would receive tailored assistance to match his preferences. However, the agency sent profiles that didn't align with his needs and did not provide the promised help. The commission noted that such agencies must explicitly state the scope and boundaries of their services and must deliver on the promises they make to customers.

As a result, the agency and its managing director were directed to pay the complainant Rs 7,000 for a refund, Rs 20,000 for mental anguish, and Rs 10,000 for legal fees. Additionally, the commission ordered the parties to cease the misleading practice of enticing customers with false assurances of personalized assistance that they do not provide. Consumers can report grievances to their state's consumer helpline or the National Consumer Helpline for assistance.