Archive · 25 Jul 2026
BSNL Ordered to Pay Rs 15,000 for Disconnecting Retiree's Landline
An 83-year-old bedridden retiree had his landline disconnected by BSNL for over two years.
The retiree argued that the disconnection caused him severe mental agony and that BSNL did not provide prior notice or inform him about migration options.
BSNL claimed the disconnection was due to non-payment of dues and technological obsolescence.
The District Consumer Commission ordered BSNL to restore the landline and pay Rs 15,000 as compensation.
The commission held that BSNL's actions constituted a deficiency in service and that the retiree was a legitimate consumer under the Consumer Protection Act.
The judgment affirms that service providers cannot unilaterally disconnect services or alter promised retirement benefits without notice.
An 83-year-old bedridden retiree had his landline disconnected by BSNL for over two years.
The retiree argued that the disconnection caused severe mental agony and that BSNL did not provide prior notice or inform him about migration options.
BSNL claimed the disconnection was due to non-payment of dues and technological obsolescence.
The District Consumer Commission ordered BSNL to restore the landline and pay Rs 15,000 as compensation.
The commission held that BSNL's actions constituted a deficiency in service and that the retiree was a legitimate consumer under the Consumer Protection Act.
- Who
- An 83-year-old bedridden retiree and BSNL
- What
- BSNL was ordered to restore the retiree's landline connection and pay Rs 15,000 as compensation for deficiency in service.
- When
- The landline was disconnected in May 2024, and the decision was made on 20 July.
- Where
- The case was heard by the District Consumer Commission, Kangra.
- Why
- The disconnection caused severe mental agony and amounted to an unfair trade practice.
Retiree's Perspective
BSNL's Perspective
Service Disconnection
Retiree's Perspective
The retiree argues that BSNL disconnected his landline without prior notice, causing severe mental agony and harassment.
BSNL's Perspective
BSNL claims the disconnection was justified due to non-payment of outstanding dues and technological obsolescence.
Consumer Status
Retiree's Perspective
The retiree contends that he is a consumer under the Consumer Protection Act as he was liable to pay charges whenever demanded.
BSNL's Perspective
BSNL argues that the retiree was not a consumer because he was availing a free service and had defaulted in paying excess usage charges.
Retirement Benefits
Retiree's Perspective
The retiree asserts that BSNL cannot unilaterally alter promised retirement benefits under the guise of technological advancement.
BSNL's Perspective
BSNL contends that the copper cable network had become obsolete and was no longer feasible to maintain, justifying the disconnection.
- Complainant's Age
- 83 years old
- Duration of Disconnection
- Over two years
- Compensation Amount
- Rs 15,000
- Outstanding Dues
- Rs 837
- Date of Disconnection
- May 2024
- Date of Policy Issuance
- January 19, 2024
- Date of Payment
- May 2025
- Commission's Decision Date
- 20 July