A consumer forum in Shimla has directed Reliance JioFiber to restore a subscriber’s broadband connection free of cost and pay ₹10,000 in compensation after finding the company deficient in service.
Shimla Consumer Forum Rules Against JioFiber
The District Consumer Disputes Redressal Commission, Shimla, has held Reliance JioFiber liable for deficiency in service after a subscriber allegedly faced repeated internet disruptions that remained unresolved despite multiple complaints.
A Bench comprising President Baldev Singh and Member Nidhi Sharma directed the company to restore the complainant’s broadband connection free of charge and awarded ₹10,000 as compensation towards mental harassment and litigation expenses.
The order was passed on July 21 after the Commission found that the company had failed to establish that the subscriber’s grievance had been effectively resolved.
Subscriber Faced Repeated Internet Disruptions
According to the complaint, the woman recharged her JioFiber broadband connection for six months in March 2025 by paying ₹2,824.92 for academic and daily use.
However, the internet connection reportedly stopped functioning in April 2025.
The complainant said she repeatedly lodged online complaints and received assurances that the issue would be resolved. She alleged that service requests were marked as resolved or cancelled without the internet connection actually being restored.
She further stated that a company technician visited her residence, identified a damaged cable and promised to replace it. According to the complaint, the technician said he would return within 10 to 15 minutes with a replacement wire but never came back. Although he later called to enquire whether the issue had been resolved, the complainant informed him that the cable had still not been replaced.
After repeated attempts to get the connection restored failed, she approached the consumer forum seeking relief.
JioFiber Denies Deficiency in Service
Reliance JioFiber contested the complaint, arguing that the subscriber herself cancelled service requests before they could be resolved.
The company also claimed that:
- It made repeated attempts to contact the complainant.
- The technician who had visited the premises was no longer employed by the company.
- The connectivity issue had eventually been resolved.
- The complainant continued to use the broadband connection, indicating that services had resumed.
Based on these submissions, the company denied any deficiency in service or unfair trade practice.
Commission Finds Lack of Supporting Evidence
After examining the records, the Consumer Commission observed that there was sufficient material to indicate that the complainant had experienced issues with her internet connection and had raised multiple service complaints.
The Commission noted that while Reliance JioFiber claimed the issue had been resolved, it failed to produce convincing documentary or technical evidence to support its assertion.
It observed that an affidavit filed by the company’s State Finance Head and supporting documents alone were insufficient. The Commission said the company could have substantiated its claim through documentary records or an affidavit from the technical personnel who attended the service request, but no such evidence was placed on record.
Consequently, the Commission held the company responsible for deficiency in service.
Consumer Rights Reinforced
The ruling underscores the responsibility of service providers to address customer complaints promptly and maintain adequate records to demonstrate compliance when disputes arise.
The Commission directed Reliance JioFiber to restore the subscriber’s broadband service free of charge and pay ₹10,000 as compensation for the inconvenience, mental harassment and litigation expenses caused by the prolonged disruption.
Key Takeaways
- The District Consumer Commission, Shimla, held Reliance JioFiber liable for deficiency in service.
- The company has been directed to restore the subscriber’s broadband connection free of charge.
- The complainant was awarded ₹10,000 as compensation for mental harassment and litigation expenses.
- The subscriber alleged that her internet service remained disrupted despite repeated complaints after recharging for six months.
- The Commission found that JioFiber failed to provide sufficient evidence proving the service had been restored.
FAQs
Why did the Shimla Consumer Commission rule against JioFiber?
The Commission found that Reliance JioFiber failed to adequately resolve the complainant’s repeated internet service disruptions and could not provide sufficient evidence that the issue had been rectified.
How much compensation was awarded?
The Commission awarded the complainant ₹10,000 towards mental harassment and litigation expenses.
What directions were issued to JioFiber?
Reliance JioFiber has been directed to restore the subscriber’s broadband connection free of charge in addition to paying compensation.
What was JioFiber’s defence?
The company argued that the complainant had cancelled service requests, that repeated attempts were made to contact her, and that the connectivity issue had eventually been resolved.
Why did the Commission reject JioFiber’s claim?
The Commission held that the company failed to produce adequate documentary or technical evidence demonstrating that the internet service had actually been restored.
