The Thane District Consumer Disputes Redressal Commission has directed New Krishna Cooperative Housing Society in Navi Mumbai’s Koparkhairane to carry out structural repairs, correct maintenance bills, improve security and CCTV services, and pay Rs 80,000 each to two residents.
The order followed a complaint by Rama Gupta, 64, and Amit Kumar Gupta, 40, owners of Flat B-603 in the society at Sector 14. The Commission held the housing society deficient in service and guilty of unfair trade practice towards the complainants. The compensation and costs ordered for the two residents total Rs 1.6 lakh.
The residents had alleged repeated water stoppages, incorrect maintenance bills, failure to provide CCTV footage or respond to emails, non-compliant security appointments and incomplete repairs despite the collection of repair charges. They also told the Commission that seepage and leakage had damaged the ceilings, columns and beams of their flat, leaving it unhygienic and unsafe.
According to the report, the complainants submitted evidence of paying Rs 1,42,210 for repairs and incurring Rs 1,70,400 in expenses after ceiling damage. The Commission has directed the society to appoint a structural engineer at its own cost within 45 days. It must complete pending major and structural repairs without charging the complainants within two months of receiving the engineer’s report.
The society has also been ordered to appoint a security agency and guards in accordance with the Maharashtra Private Security Agencies (Regulation) Rules, 2022. It must rectify its CCTV systems and provide footage when demanded, subject to storage capacity. These directions place the responsibility for basic building maintenance, security arrangements and records access on the cooperative housing society’s management.
The society had denied the allegations and argued that the complaint was time-barred. It also maintained that the complainants did not qualify as consumers. The Commission rejected both objections, holding that members who pay maintenance charges are consumers under the Consumer Protection Act, 2019. It further ruled that grievances involving continuing failures remained within the limitation period.
The order brings several routine housing society functions within the consumer-protection framework when residents pay for maintenance and related services. Its immediate requirements are the appointment of the structural engineer within 45 days, followed by repair work within two months of the engineer’s report. The society must also implement the directions on security and CCTV access.
