In a move aimed at making justice more accessible, Delhi Lieutenant Governor V.K. Saxena has approved a proposal to allow people to resolve issues related to banks, NBFCs (non-banking financial companies), and gas supply services through Permanent Lok Adalats (PLAs)—instead of going to court.

The decision came after the Delhi Government’s Law Department pointed out a rising number of complaints from consumers, especially about things like wrong billing, delayed services, and EMI-related problems. For many citizens, especially those with limited resources, court battles can be long, stressful, and expensive. PLAs offer a faster and more affordable way to resolve such everyday disputes.

PLAs are special legal forums created under the Legal Services Authorities Act, 1987, to handle issues related to public utility services. They first try to settle disputes through conciliation (mutual agreement). But if that fails, they have the power to decide the case—so long as it’s a civil matter and not a criminal one.

So far, Delhi has three PLAs, mainly dealing with complaints against private electricity companies. With this change, consumers will also be able to approach PLAs for problems with banks, NBFCs, and gas agencies. There are also plans to set up a fourth PLA to handle cases related to transport, telecom, water, healthcare, sanitation, and insurance.

A senior official from the Delhi State Legal Services Authority (DSLSA) welcomed the move, saying it would especially benefit people like senior citizens, daily wage workers, and low-income families, who often struggle to access the formal court system. “When services fail—like a gas delivery doesn't arrive or a bank deducts the wrong amount—it can seriously disrupt someone’s day-to-day life. PLAs help solve these problems quickly and fairly,” the official said.

The DSLSA will oversee the functioning of these PLAs, helping people file their cases and ensuring hearings run smoothly.

Overall, this step is expected to reduce the burden on civil courts and provide ordinary citizens with easier access to justice when it comes to service-related issues