Repeated Problems: Consumer Commission Directs Maruti Suzuki to Replace Car With E20-Compatible Vehicle

Raipur: The Central government's policy of blending 20% ethanol with petrol has triggered growing concern, with critics pointing to studies indicating reduced fuel efficiency and possible engine-related issues. Union Road Transport and Highways Minister Nitin Gadkari recently acknowledged that vehicles running on E20 petrol could experience lower mileage.

Amid the debate, the Chhattisgarh District Consumer Disputes Redressal Commission has directed Maruti Suzuki to replace a vehicle that is incompatible with E20 fuel. The commission ordered the company to provide a new E20-compatible vehicle to the owner of a Maruti Suzuki Grand Vitara Strong Hybrid manufactured in January 2023 and sold in June 2024.

The Raipur District Consumer Commission ruled that Maruti Suzuki had failed to inform the buyer that the vehicle was not compatible with E20 petrol and had also failed to provide a permanent solution to the recurring problem, amounting to a deficiency in service. The order was passed on a complaint filed by Dr. Premraj Devta.

In his complaint, Dr. Devta stated that the car developed repeated technical problems within five months of purchase and failed to perform as expected. When he took it to an authorised service centre, contamination was reportedly found in the fuel, following which the fuel tank was cleaned. However, the problem resurfaced.

Laboratory testing of the petrol sample later confirmed the presence of ethanol. Despite repeated repair attempts, the vehicle continued to malfunction, prompting the consumer to approach the commission. He also claimed that the recurring defects caused him financial loss and mental distress.

Maruti Suzuki and the dealer argued that the vehicle had no manufacturing defect and that the problems were caused by contaminated fuel, which they said was not covered under the warranty.

The commission rejected that argument, observing that merely repairing the vehicle was not an adequate remedy. It found that the vehicle, manufactured in January 2023, was not compatible with E20 petrol and that the customer had not been informed of this at the time of sale. It also noted that the engine was incapable of operating on petrol blended with 20% ethanol and that the repeated failures, despite changing the fuel and cleaning the tank, were a direct consequence of this incompatibility. The commission held that the company's failure to either replace or take back the vehicle amounted to a deficiency in service.

The commission directed Maruti Suzuki India Ltd. and its dealer, Nexa Magnato, to take back the complainant's vehicle and provide a new vehicle of the same model compatible with E20 fuel within 45 days. If they fail to comply within the stipulated period, they must pay the complainant ₹20,50,494, including the vehicle's purchase price of ₹18,29,000 along with RTO charges and insurance. The commission also awarded ₹1 lakh as compensation for mental agony and ₹10,000 towards litigation costs, both payable within 45 days. Failure to comply will attract interest at the rate of 7% per annum from the date of the order until payment.