In a significant ruling for consumer rights, the District Consumer Disputes Redressal Commission in Chandigarh has come down heavily on a telecom service provider for deficient service and unfair trade practices. The commission has ordered the company to refund a significant sum to a resident of Sector 42 and pay additional compensation for the ordeal he faced.
The Faulty Broadband Connection That Sparked the Case
The case dates back to March 2024, when the complainant, a resident of Sector 42 in Chandigarh, subscribed to a one-year fibre wired broadband plan. He paid Rs 12,729 for the service. However, the company failed to deliver on its promise. Instead of the promised high-speed fibre connection, the customer was provided with a wireless connection.
To add to his troubles, the service, which was advertised as offering unlimited data, began sending him alerts about data exhaustion within a mere 18 days of activation. This was a clear deviation from the terms of the plan he had paid for.
A Frustrating Battle for a Refund
Faced with a service that was not as promised, the consumer sought disconnection and a full refund in April 2024. He duly returned the device to the company. The firm even provided him with a written assurance that the refund would be processed. Despite this commitment, the money was never returned to him.
When the consumer's repeated follow-ups yielded no result, he was forced to take legal recourse. The commission sent notices to the telecom company, but they were ignored. Consequently, the case proceeded ex parte, meaning the commission heard the matter in the absence of the company's representation.
The Commission's Verdict and Order
After examining the evidence, the commission held the telecom service provider guilty of both deficiency in service and engaging in unfair trade practices. The bench noted that the company failed to deliver the promised services and, more egregiously, did not process the refund despite giving a written commitment.
The final order was clear and punitive. The commission directed the company to:
- Refund the principal amount of Rs 12,729 to the complainant.
- Pay this amount with an annual interest rate of 9%, calculated from March 13, 2024, until the date of actual payment.
- Pay an additional Rs 7,000 as compensation for mental agony and to cover litigation costs.
- Comply with the entire order within 60 days.
This brings the total immediate liability for the company to Rs 19,729, not including the accrued interest.
A Win for Consumer Rights
This case, reported by Sukhmani Kooner, underscores a powerful message for all consumers across India. It reinforces that consumers have a right to seek redress when services differ materially from what was advertised and promised at the time of sale. The ruling also highlights that companies cannot ignore legitimate refund requests, especially when they have provided written assurances.
The Chandigarh consumer forum's decision serves as a reminder that consumer courts are an effective avenue for justice against corporate negligence and unfair practices. It empowers individuals to challenge service providers who fail to uphold their end of the contract.
