A Bengaluru-based consumer commission has directed edtech giant Byju's to pay Rs 25,000 in compensation for failing to deliver Class 12 textbooks as part of a coaching package, causing significant distress to a student and her father. The case highlights the challenges faced by consumers when promised services are not fulfilled.
The Complaint
Varun Kumar, a 53-year-old resident of Lottegollahalli in north Bengaluru, enrolled his daughter Bhargavi in a Byju's coaching programme for NEET and JEE entrance examinations in May 2023. He was contacted by a company representative who convinced him of the programme's benefits. Kumar paid Rs 15,000 in cash on May 6 and took a loan of Rs 1.1 lakh from Bajaj Finance on May 8. The package included textbooks for Classes 11 and 12, a uniform, and a bag.
While Class 11 books were delivered, the Class 12 textbooks, uniform, and bag never arrived. Despite repeated assurances from company representatives, the correct materials were not provided. Kumar returned a wrong set of Class 11 books sent later, but the company made no further effort to rectify the issue.
Legal Action
With exams approaching, Kumar's repeated calls and emails went unanswered. After a police officer intervened, an employee named Spoorthy asked Kumar to visit the Bannerghatta Road branch, where staff denied any obligation to supply the books. Kumar then sent a detailed complaint and legal notice, both ignored by Byju's. He filed a consumer complaint on April 15, 2024, citing service deficiency.
Byju's Defence
Byju's, registered as Think and Learn Private Ltd, argued that it was not a necessary party to the case, that the course was activated with all materials provided, and that Kumar had not requested cancellation per policy. The company claimed to offer a free trial and refund policy and alleged that the student had already utilised the course, calling the complaint frivolous.
Commission's Findings
After hearing both sides, the consumer commission observed from call recordings that Byju's repeatedly gave false assurances about delivering Class 12 textbooks but failed to do so. The commission noted that Byju's produced no evidence of supplying the books and did not file an affidavit contesting the complaint. A memo from Kumar revealed that Bhargavi had since cleared NEET and JEE and was pursuing MBBS, succeeding despite the company's failure.
While the commission found no significant academic loss, it held that the harassment and distress suffered were undeniable. On May 22, the bench comprising president Vijaykumar M Pawale and member V Anuradha awarded compensation of Rs 25,000 to Kumar.
Implications
This case underscores the importance of accountability in the edtech sector. Consumers are advised to document all communications and seek legal recourse if promised services are not delivered. The ruling serves as a reminder that companies must honour their commitments or face consequences.
