The Consumer Disputes Redressal Forum, Margao in a recent order sided with BSNL over the issue of a telephone connection after the complainant failed to prove there was deficiency of service.
The complainant from Margao had filed a complaint that the telephone connection provided by BSNL was going from bad to worse. Despite complaining about the bad service on three occasions, the complainant said there was a lot of background noise as well. The complainant also stated that the company was efficient in dialing her to pay the dues even when the service was not working and added that there was deficiency of service by BSNL.
In response, BSNL, functioning under the Ministry of Telecommunication, Government of India, said it was “committed to provide better, fast, reliable telephonic network system in the entire country.”
It also maintained that manual complaints registered were attended to. After receiving the notice from the forum, BSNL said that the linesman had attended to the fault at the complainant’s residence. It also said that all the telephone connections of the complainant were in working condition.
It added, “The Telecom Authority of India (TRAI) has made it clear that every complaint with regards to BSNL landline facility should be made by dialing 198 which is a computerised system for receiving complaints. The complainant has not followed, complied with the prescribed procedure to register the complaints.”
In its reasoning, the forum headed by president Pradip Sawaiker and members Cynthia Colaco and Nelly D’Silva said that the complainant should have been aware of lodging a complaint using BSNL’s 198 helpline.
“For the opposite party (BSNL) to rectify the defect in the telephone connection of the complainant it was necessary for the complainant to make a complaint /intimate the opposite party. However, there is no evidence adduced by the complainant to prove the same,” said the forum in its order further ruling that the complainant had failed to prove there was any deficiency in service and denying any compensation for mental torture and harassment.