Chandigarh, April 23: A local consumer commission has awarded a city resident Rs 1.01 crore after Punjab National Bank was found liable for the disappearance of jewelry from a secure locker. The ruling declared that the bank’s failure to maintain proper oversight and its unauthorized decision to break open the complainant’s locker represented a significant failure in professional duty.
The dispute arose after Bela Prasad merged the contents of two lockers into one following her mother’s death. When she later attempted to access the remaining locker, bank staff informed her that the unit had been closed and reassigned. The complainant declared that she had never authorized such an action and that the figures and claims presented by the bank were inconsistent with the facts of her continued possession of the key.
During the proceedings, the Commission noted that the bank could not produce any reliable or contemporaneous records regarding the surrender of the locker or the delivery of its contents. It maintained that a higher duty of care is required from banks regarding locker operations. The Commission stated that mere reliance on internal bank records, without proof of compliance with mandatory safeguards, does not absolve the institution of its liability.
The final order requires PNB to compensate the complainant with Rs 1 crore for the loss of her articles and an additional Rs 1 lakh for the harassment she endured. Officials affirmed that such lapses in service undermine public trust in the banking system and necessitate strict financial penalties to ensure future compliance with consumer protection standards.
