Consumer Court Awards Damages for Poor Internet Connection


November 30, 2017

In a recent order passed by the District Consumer Disputes Redressal Forum, Delhi in the case of Mamtesh Sharma v. MTNL1, awarded compensation to the Complainant under the Consumer Protection Act, 1986 for faulty service given by Opposite Party (OP) with regard to its MTNL Internet Connection and wrongful disruption of service without any justified cause and also for raising illegal demands by bills as well as non adjustment of amount despite assurance in writing.


Observations by the Consumer Forum:

  • The Consumer Court in the case also stated that the OP had also offered to amicably settle the matter but made no serious attempts or efforts towards the same.
  • That the OP despite written assurance of credit adjustment / rebate / refund failed to address problem of complainant in satisfactory manner and was held liable for deficiency in service and unfair trade practice.

Directions Issued

  • In view of the aforesaid facts and circumstances, the Consumer Court directed the OP to restore the MTNL connection of complainant with immediate effect.
  • Pay sum of Rs. 7,000/- for mental harassment and pain and Rs. 3,000/- as litigation charges to complainant within 30 days from the date of order.

Internet connection in this digital age has become an indispensable element of need and several of urban households and offices utilize services of internet connection. Facing internet connection disruption is a very usual feature and intermittent internet connection many times becomes a cause of mental agony and poor services in restoring connection aggravates the hardship. Consumer Forum’s direction to pay damages for mental agony and pain suffered by the consumer is a welcome order.

1Complaint Case No. CC/196/2015