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The Puducherry Consumer Commission has directed a packers and movers company to pay nearly Rs 73,000 to a customer after his household goods were allegedly unloaded on a highway, his air conditioner (AC) went missing and the company demanded additional money for its release.

The case involved a man who was shifting from Gujarat to Puducherry following an employment transfer. He approached the company after it offered to relocate his household belongings, including an AC, for an all-inclusive amount of Rs 25,000.

According to the complainant, the company ultimately collected Rs 43,000, significantly higher than the agreed amount. During the delivery process in June 2025, the company allegedly refused to deliver the goods to his specified address and unloaded them on a highway, citing restrictions on entering Puducherry. The customer was then forced to arrange transportation of his belongings from the highway to his residence.

On inspecting the delivered goods, the complainant found that his AC, valued at around Rs 39,999, was missing. When he contacted the company, its representative allegedly first denied knowledge of the appliance but later admitted that it was in the company's possession. The company allegedly demanded Rs 5,000 initially and subsequently Rs 13,000 for releasing the AC.

The commission noted that the company did not contest the case despite receiving notice. It declined to order the return of the same AC, observing that it had been purchased in 2019 and that its present condition was unknown. Taking depreciation into account, the commission awarded 50 per cent of the AC's value.

The company was directed to pay Rs 18,000 for the excess amount collected, Rs 20,000 towards the AC's value, Rs 25,000 for mental agony and Rs 10,000 towards litigation costs.

The ruling highlights that failure to deliver a consigned item and demanding amounts beyond the agreed price can amount to deficiency in service under consumer protection law. Consumers facing similar grievances can approach the National Consumer Helpline at 1915.