DK Consumer Commission orders BSNL to pay a consumer ₹30,000 as compensation

BSNL has been directed by Dakshina Kannada District Consumer Commission to pay ₹30,000 to one of its consumers for failing to promptly restore a disrupted fibre internet connection in the Kamila area of Guthigar village in Sullia taluk in 2024. The amount includes ₹25,000 as compensation for deficiency in service and the mental distress caused to the consumer, along with ₹5,000 towards litigation costs.

The Commission’s in-charge President, Somashekarappa K. Handigol, and member H.G. Sharadamma instructed the BSNL office in Mangaluru, represented by its General Manager, and the BSNL Customer Centre in Sullia, represented by its Deputy Executive Engineer, to pay the amount within 45 days of the order. If the payment is delayed, a penal interest of 6 percent per annum will be applicable from the date of default until the amount is fully paid.

The Commission further said that if BSNL does not comply with the order, the complainant, P.V. Harisubrahmanya of Puchchappady near Kamila, is free to initiate civil or criminal proceedings under Sections 71 and 72 of the Consumer Protection Act.

In his complaint, Harisubrahmanya said he works as a data quality and data governance manager with Jones Lang LaSalle Property Consultants (India) in Bengaluru. Whenever he visits his native village near Kamila, he relies on a BSNL fibre connection registered in the name of his late father to work from home. According to him, the connection stopped functioning completely on December 26, 2024. Despite repeatedly informing the BSNL offices in Mangaluru and Sullia, no effective steps were taken to restore the service.

The disruption in the network interrupted his daily work and meetings, which resulted in financial loss. After issuing legal notices to the two BSNL offices, Harisubrahmanya filed the complaint before the Commission.

In its defence, the BSNL office in Mangaluru said the fibre network was affected by an OFC breakdown on December 26, 2024, at 4.30 p.m., and that services were restored within three hours, by 7 p.m. The company explained that the cable had been damaged during road-widening and water pipeline works, which often lead to such interruptions. BSNL also maintained that whenever similar incidents occur, restoration generally takes anywhere from 30 minutes to three hours, and prolonged disruption is unusual.

The Commission said BSNL should have taken immediate action, which would have enhanced its reputation. An amicable settlement could have been arrived at by the BSNL Mangaluru office instead of forcing the consumer to file a complaint before the Commission, it noted.

Advocate A. Prathyush Gowda of Bellare argued for the complainant.