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A complaint was filed in the District Consumer Dispute Redressal Forum (DCDRF) against the MTNL for providing poor internet connection by a lady advocate. The forum after two years of filing of complaint has awarded compensation of Rs 10,000 to the lady advocate and directed the MTNL to refund the excess amount charged and to restore her telephone connection.
It was held by the DCDRF that there was deficiency in the services being provided by the service provider i.e., MTNL and it further held that the service provider adopted the unfair trade practices.
Mamtesh Sharma, Complainant-advocate has taken a net connection from MTNL. Soon after installation and starting to use the internet connection she faced certain problems in the service. In February, 2015 she registered a complaint with MTNL regarding same but MTNL did not resolve her grievances.
She and her family had to suffer in their work owing to the bad internet connection and no heed being paid by the service provider towards the complaint.
The complainant purchased her own modem on February 14, 2015 and surrendered the modem to MTNL Dilshad Garden office in March, 2015 with an application to not to be charged the monthly charges for internet as she is surrendering the modem.
However, the two officials from the MTNL office told her that she had been given a WIFI modem and not the simple one and thus she should return the same. She was further made to sign a demand slip with the payment of Rs 1350 by saying that if she did not sign the same she will be charged Rs 100 monthly in her total bill amount. Despite making the payment of Rs 1350 the service provider charged Rs 100 from her for a long time.
The complainant’s phone connection was terminated by the service provider after a written complaint has been made to General Manager and Area Manager of the MTNL in March, 2015 by the complainant and for reviving the connection the MTNL demanded payment of Rs 2,325. It is to be noted that the monthly bill of the complainant was Rs 657.06 only.
The complainant sought the compensation of Rs 80,000 for torture, pain and agony and Rs 15,000 towards litigation expenses. The MTNL however contended that there is no cause of action in favor of the complainant.
After hearing both the parties the DCDRF held that the MTNL should restore the connection of the complainant and directed the MTNL to withdraw the bill of Rs 1246 for the month of october, 2016 and further directed the MTNL to pay Rs. 7000 towards the mental harassment and pain and Rs 3000 as litigation expense within 30 days from the date of order.