A consumer court in Delhi has held Bharti Airtel guilty of “deficiency in service” for charging a customer without resolving complaints about poor network connectivity, causing mental distress. The court directed Airtel to pay ₹15,000 as compensation to the complainant.
The South Delhi District Consumer Disputes Redressal Commission, headed by President Monica A. Shrivastava with member Kiran Kaushal, observed that Airtel failed to address the customer’s issues yet billed him for services. The deficiency covered both the quality and adequacy of performance.
The case was filed by Rajesh Negi, a resident of Andrews Ganj, who has been an Airtel postpaid customer for 18 years. Despite repeated complaints to customer care over several months regarding poor network connectivity, his problem remained unresolved. Subsequently, Airtel disconnected his number and collected a bill of ₹3,800, including late fees.
The court noted that while the complainant had satisfactory outdoor connectivity, Airtel failed to ensure indoor coverage and neglected to examine multiple factors affecting network quality before issuing the connection. The commission ruled that the company must address such issues proactively and compensate customers for distress caused by inadequate service.
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