The District Consumer Disputes Redressal Commission, Thrissur, has partly allowed the consumer complaint filed by Praneesh against IMS Learning Resources Pvt. Ltd., Thrissur branch, holding the institute guilty of deficiency in service for not issuing a proper and timely receipt for the entire amount of ₹42,500 collected from the complainant towards various coaching programmes. In a detailed final order delivered on 27th March 2026 in CC No.843 of 2017, the Commission comprising Sri C.T. Sabu (President), Smt. Sreeja S. (Member) and Sri Ram Mohan R. (Member) directed the opposite party to pay ₹15,000 as compensation for the agony and hardship caused to the complainant along with ₹5,000 towards litigation costs, both carrying 9% interest per annum from the date of filing of the complaint till realisation, to be paid within 30 days of receipt of the order copy.
The complainant, a B.Tech graduate from Karalam Village, joined the GRE Course offered by the institute on 14th June 2017 after paying ₹18,500. As per the instructions of the opposite party, he subsequently upgraded to the GRE Admit Guarantee Course by making an additional payment of ₹17,000. Later, in July 2017, he also joined the IELTS coaching programme upon paying ₹7,000, thus making a total payment of ₹42,500. The complainant alleged that despite collecting the fees, the institute did not start classes promptly, failed to issue proper receipts for all payments (particularly for the ₹7,000 paid towards IELTS), and refused to refund the amount when he developed doubts about the operations. Even his request to transfer the enrolment to a friend or relative after he went abroad was turned down. He therefore approached the Commission alleging deficiency in service and seeking refund of the entire amount along with compensation.
The opposite party contended that the complainant had attended all the classes but failed to appear for the online examination, which was essential for securing admissions. It was submitted that he sought refund only after proceeding to Saudi Arabia and that fees were non-refundable as per company policy. While admitting receipt of ₹42,500 and issuance of a receipt for ₹35,900, the institute maintained that there was no deficiency in service on their part.
The Commission, after careful examination of the pleadings and evidence, observed that the opposite party failed to produce any cogent evidence to substantiate its claim of being merely a franchisee of the Mumbai-headquartered company. The complainant produced Ext.P1 (Identity Card) and Ext.P2 (Receipt dated 25.06.2017 for ₹35,900), both of which remained undisputed. While the Commission found that the complainant could not establish with sufficient evidence that the promised classes were not conducted, it held that the opposite party miserably failed to produce any receipt for the ₹7,000 collected towards the IELTS programme.
The Commission emphasised that whenever a service provider receives consideration from a consumer, it is incumbent upon them to issue a proper and verifiable receipt. This is not a mere formality but a fundamental obligation that ensures transparency, accountability, and protection of consumer rights. Failure to issue such a receipt for the balance amount amounts to a clear deficiency in service. The Commission noted that disputes alleging deficiency in service against coaching institutes are maintainable before Consumer Fora, as consistently held by the National Commission.
Accordingly, the Commission partly allowed the complaint and awarded ₹15,000 as compensation for the mental agony, hardship and inconvenience caused to the complainant due to the deficiency in service and ₹5,000 towards costs of litigation. Both amounts are to carry 9% interest per annum from 26.12.2017, the date of filing of the complaint, till the date of realisation. The opposite party was directed to comply with the order within 30 days.
Case Title: Praneesh v. IMS Learning Resources Pvt. Ltd.
Case No.: CC 843/17
Date of Order: 27th March 2026
Click HERE for full ORDER.
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