BSNL Directed to Refund and Compensate Advocate for 4G Service Deficiency in Mangaluru
The District Consumer Disputes Redressal Commission in Dakshina Kannada has issued a significant order against Bharat Sanchar Nigam Limited (BSNL), mandating the telecom operator to refund a recharge amount and provide substantial compensation to a complainant for service deficiencies related to 4G data connectivity.
Details of the Consumer Commission's Order
In a recent ruling, the commission has directed BSNL to refund Rs 3,880, which was paid by the complainant, advocate Theja Kumar DM, for a 4G unlimited data recharge. This refund must be accompanied by interest at a rate of 6% per annum from the date of payment until the actual refund is made. Additionally, BSNL has been ordered to ensure uninterrupted 4G data service is provided continuously to the complainant's mobile number without any further disruptions.
Compensation and Litigation Costs Awarded
The commission further ruled that BSNL must pay Rs 10,000 as compensation for the deficiency in service and the mental agony suffered by the complainant due to the network issues. An additional Rs 5,000 has been awarded towards the cost of litigation, bringing the total monetary liability for BSNL to Rs 15,000, excluding the refund amount. BSNL is required to settle these payments within 60 days from the date of the order's pronouncement, failing which further legal consequences may ensue.
Background of the Complaint
The complainant, an advocate by profession, purchased a BSNL SIM card which was subsequently upgraded to a 4G SIM. Initially, the 4G network functioned without any significant problems for a few months. However, on April 14, 2023, the complainant alleged that BSNL abruptly stopped providing 4G data network coverage to his mobile device and instead downgraded the service to a 2G network. This sudden change severely impacted his ability to access high-speed internet, which is crucial for his professional work as an advocate.
Unresolved Network Issues and Company Response
Upon experiencing persistent network problems, the complainant repeatedly contacted BSNL's customer service to seek a resolution. Despite his efforts, the issues remained unresolved. BSNL suggested changing the SIM card as a potential fix, and the complainant complied with this recommendation. Unfortunately, even after the SIM card replacement, the network problems persisted, leading to continued disruption in his work and daily communications. The lack of effective solutions from BSNL prompted the advocate to file a formal complaint with the consumer commission, seeking redressal for the service deficiency and the resultant hardships.
This case highlights the importance of reliable telecom services and the legal recourse available to consumers under India's consumer protection laws when service providers fail to meet their commitments.
