The Hotel and Restaurant Association of Western India (HRAWI) recently voiced strong objections to Maharashtra’s new directive mandating AI-based CCTV systems in licensed hotels and restaurants. The association argues that this surveillance measure is invasive, costly, and could undermine the privacy and comfort that customers expect from hospitality venues.
AI-Powered CCTV: A Costly and Intrusive Requirement?
Under this directive, establishments across Maharashtra are required to install advanced CCTV systems capable of real-time monitoring, powered by artificial intelligence (AI) and machine learning (ML), at entry points. This move, issued by Maharashtra’s Home Department, has been positioned as a security enhancement measure. However, HRAWI contends that the order is excessive, imposing significant costs and unnecessary burdens on hospitality businesses without proven effectiveness for public safety.
According to HRAWI honorary secretary Pradeep Shetty, the order could disrupt the customer experience by infringing on the privacy rights of patrons who visit these establishments to unwind in private settings. “The mandated surveillance, including live feeds, real-time alerts, and stored footage, could drive customers away, undermining the core of the hospitality experience,” Shetty explained.
Privacy Concerns and Legal Implications
Beyond the operational and financial burdens, HRAWI raises critical concerns regarding customer privacy and data security. The mandated storage and potential sharing of patron data may conflict with the Digital Personal Data Protection Act, 2023, which emphasizes consent and the right to be forgotten. The association warns that enforcing real-time surveillance could result in unintended legal and ethical issues, potentially placing establishments at risk of breaching data protection regulations.
HRAWI also emphasized that the directive was issued without prior consultation with industry stakeholders, describing the decision as arbitrary and unreasonable. The association expressed willingness to collaborate with the government on alternative security solutions that respect customer privacy and do not undermine the hospitality experience.
A Call for Reconsideration
HRAWI has formally requested that Maharashtra’s Chief Secretary defer the implementation of the CCTV mandate until all concerns are addressed. The association favors non-intrusive security options that balance the need for public safety with respect for customer privacy, urging the state to consider industry feedback before proceeding with the mandate.
With privacy as a fundamental right, HRAWI hopes to encourage a balanced approach to security that preserves customer trust while meeting the state’s safety goals. This issue underscores the ongoing debate around the balance between security measures and privacy rights, particularly within customer-facing industries like hospitality.
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