The Chandigarh District Consumer Disputes Redressal Commission has directed Punjab National Bank (PNB) to pay ₹1 crore to Bela Prasad, around 63-year-old Chandigarh resident, after her jewellery allegedly went missing from a bank locker that was broken open and reassigned without her consent.
The Commission also awarded ₹1 lakh for mental agony and litigation costs. The ruling holds the bank accountable for “deficiency in service,” noting procedural lapses and lack of evidence to justify the locker’s closure, marking a significant development in consumer protection and banking accountability.
“Deficiency in Service”
The case arose from a complaint filed by Bela Prasad, who had maintained lockers at a PNB branch in Chandigarh for years. Following administrative changes and a branch merger, she alleged that her locker, containing jewellery reportedly worth around ₹1.5 crore was unlawfully broken open and reassigned to another customer without her knowledge or consent.
When she approached the bank in 2020 to access the locker, officials informed her that it had already been closed. Prasad maintained she still possessed the locker key and had never authorised such action. During the proceedings, the Commission observed that the bank failed to provide crucial evidence, including documented notice to the customer, inventory records of the locker contents, or proof of adherence to due process during the break-open procedure. It emphasised that banks bear a heightened duty of care when safeguarding customers’ valuables and cannot rely solely on internal records to justify such actions.
Customer’s Ordeal And Institutional Response
Describing the verdict as a “historic win for consumers,” Bela Prasad said the incident severely shook her trust in the banking system. She had earlier approached multiple authorities, including banking regulators and grievance bodies, but did not receive relief before turning to the consumer forum.
She also recounted that when she was eventually called to the branch, she was shown items that did not belong to her, prompting further distress and formal escalation of the matter. The prolonged nature of the dispute reflects the challenges customers often face in navigating grievance redressal systems, particularly when dealing with high-value personal assets.
PNB, in its defence, maintained that its internal records suggested the locker had been surrendered and subsequently opened as per procedure. However, the Commission found these claims insufficient in the absence of verifiable documentation and transparent processes, ultimately ruling in favour of the complainant.
Broader Concerns Around Locker Safety
The case adds to ongoing concerns about the safety and management of bank lockers in India. While regulatory guidelines have been strengthened in recent years to improve transparency and accountability, implementation gaps remain evident. The Commission’s ruling reinforces the principle that financial institutions must strictly adhere to prescribed procedures, including customer notification, proper documentation and secure handling of locker contents.
For consumers, the case underscores the importance of maintaining records, periodically checking locker status, and promptly addressing discrepancies. For banks, it signals the urgent need to strengthen compliance frameworks and prioritise customer trust through responsible practices.
The Logical Indian’s Perspective
Incidents like this highlight how deeply trust is intertwined with financial systems. A bank locker is not merely a storage facility, it represents security, assurance and peace of mind for customers. When that trust is compromised, the impact extends far beyond monetary loss.
While the Commission’s order is a step towards justice, it also calls for systemic reforms that ensure transparency, accountability and empathy in customer service. Strengthening safeguards and ensuring timely grievance redressal must become a priority for financial institutions. How can banks rebuild confidence and guarantee that customers’ valuables remain truly secure?
Also Read: RBI Updates E-Mandate Rules: Auto-Debits Up To ₹15,000 Without OTP, ₹1 Lakh For Select Payments
'Historic win for consumers': Chandigarh woman after Rs 1 crore relief against PNB in locker case https://t.co/29f8CmL2MP
— The Tribune (@thetribunechd) April 24, 2026
