CIC pulls up BSNL for ‘callous tone’

Indian Express: Pune: Saturday, 14 March 2015.

Central Information Commissioner (CIC) Basant Seth, hearing a second appeal filed by Group Captain (Retd) H Kaushal, has pulled up Bharat Sanchar Nigam Limited (BSNL) for its “callous and whimsical behavior”. Pointing out that the company deals with the public at large, the CIC said such complaints cannot be taken lightly.

Kaushal had purchased an international roaming mobile connection in May 2013 prior to his and wife’s cruise to Germany, Sweden, Estonia and other countries.

In his complaint, Kaushal said that in none of the countries had the connection worked, which caused problems for the couple. Post the surrender of the connection, BSNL sent two bills and ignored queries raised by the applicant. Failure of the BSNL to furnish proper answers to his queries prompted Kaushal to file an RTI application on October 2013.

Kaushal asked for documents pertaining to complaints he lodged about failure of roaming service. Also, he asked for copies of investigations carried out by the company on his complaints as well as guidelines for the refund. Other than the above documents, Kaushal asked for copies of internal communications and emails exchanged on the basis of his complaint.

During the hearing, the central public information officer pointed out that they issued a cheque of Rs 4,724 that Kaushal refused to accept. The CPIO pointed out that while there is a 60-day period within which the refund has to be made, there are no set rules for compensation or any interest on compensation.

The first appellate authority (FAA) stated that the RTI application is being treated as a grievance and has been forwarded to the department concerned.

Seth, in his three-page order expressed displeasure at the “callous and whimsical” attitude of the service-provider. The Commission hoped that the telephones department will look into the matter and take appropriate steps to improve services so that customers do not face harassment.

“The CPIO, who received the appellant’s RTI application is warned to exercise due care in future to ensure correct and complete information is furnished timely to RTI applicant(s) as per provisions of the Act failing which penal proceedings under Section 20 may be initiated in future,” the order read.