What to Do If a Restaurant Forces Service Charge: Complaint Steps
- admin
- January 29, 2026
- Knowledge, law & rights
- 0 Comments
Key highlights
- Government-issued guidance has stated service charge should not be forced and consumers must have choice. Central Bank of Sri Lanka+1
- Escalation ladder: ask removal → pay bill (without service charge) → complain to NCH → e-filing to consumer commission if needed. Consumer Helpline+2Consumer Affairs+2
Step-by-step: what to do on the spot
- Ask the staff to remove the service charge.
- Show the manager the government guidance (keep a PDF screenshot on your phone). Central Bank of Sri Lanka+1
- Pay the rest of the bill (food + GST as applicable). Keep invoice copy.
If they refuse: complaint pathways that actually exist
Option A: National Consumer Helpline (NCH)
NCH lists the helpline numbers (including 1915 / toll-free lines) and provides complaint tracking support. Consumer Helpline+1
Option B: e-filing consumer complaint (e-Daakhil)
Government documentation describes e-Daakhil as an e-filing application for consumer complaints (edaakhil.nic.in) and notes its rollout across states/UTs. Consumer Affairs+2Consumer Affairs+2
Small questions people search
Can I refuse to pay service charge and still pay for food?
You can insist on paying for what you ordered and dispute forced add-ons using the formal complaint routes. Central Bank of Sri Lanka+1
Should I post on social media first?
Posting is optional. A complaint number is stronger.
