The District Consumer Disputes Redressal Commission in Patna has directed Bharti Telemedia Limited and an Airtel store to jointly pay Rs 1.25 lakh to two consumers after finding deficiency in service and unfair trade practices in a case involving failed international roaming services.
The order concerns Complaint Case No. 80/2016, filed by Pushkar Sharma and Deepti Sharma. The complainants alleged that they had been assured that international roaming would be activated on their mobile number before their trip abroad in January 2016. However, the service reportedly failed to work during their stay in Kuala Lumpur, Malaysia.
According to the complaint, repeated attempts to resolve the issue did not lead to an effective solution, causing inconvenience and mental distress during their overseas trip.
Commission Finds Deficiency in Service
During the proceedings, the Commission examined submissions from both parties, along with documents, SMS communications and evidence relating to the complaints.
It found that despite the assurance that international roaming facilities would be available, the service had not been effectively provided. The Commission held both opposite parties responsible for deficiency in service and unfair trade practices.
Rs 1 Lakh Compensation, Rs 25,000 for Legal Expenses
Under the order, the two opposite parties must jointly pay the complainants:
- Rs 1,00,000 as compensation for inconvenience, harassment and mental distress.
- Rs 25,000 towards litigation expenses.
The total amount payable is Rs 1,25,000.
The Commission directed that the payment be made within 60 days of receipt of a copy of the order. If the amount is not paid within the stipulated period, interest at 12% per annum will apply to the outstanding amount until payment is made.
Order Passed by Patna District Consumer Commission
The decision was passed by Mr Prem Ranjan Mishra, President of the District Consumer Disputes Redressal Commission, Patna, and Mr Rajnish Kumar, Member.
The ruling highlights the importance of delivering services as promised and addressing consumer complaints effectively, particularly when customers rely on telecom facilities while travelling abroad.
