Travelling abroad is meant to blend adventure and relaxation, a break from the daily grind. But for Mr Nagaraj (name changed), his recent vacation to a Southeast Asian country became an unintended saga of tech troubles and unanticipated legal battles, all thanks to a botched international roaming (IR) service from Reliance Jio. His story isn't just a cautionary tale but a testament to the power of perseverance and the efficiency of consumer rights mechanisms.
The High Hopes
Mr Nagaraj meticulously planned his 10-day vacation, ensuring that every aspect—from transportation to accommodation—was taken care of. A critical part of his preparation was purchasing Jio's international roaming pack for Rs1,102, intending to stay connected with family and seamlessly handle online banking transactions. The IR pack promised convenience; but reality had a different plan.
The Unexpected Disconnect
From the moment he landed in the foreign country, Mr Nagaraj found himself in a digital black hole. His Jio SIM refused to connect to any local network. Attempts to troubleshoot the issue by tweaking mobile and network settings yielded no success. Desperate, he reached out to Jio's customer care via email, WhatsApp helpline and WhatsApp calls. However, the response was repetitive and unhelpful, with instructions to recheck settings and retry connections.
Despite numerous efforts and mounting frustration, the problem remained unresolved for the entirety of his 10-day trip. Stripped of his mobile network, Mr Nagaraj had to rely on hotel Wi-Fi, exposing himself to potential security vulnerabilities and on his co-travellers for basic financial transactions in local currency. His dream vacation turned into a stressful ordeal.
The Pursuit of Justice
On returning to India, Mr Nagaraj wasted no time reporting the issue to Jio's customer care and appellate authority, seeking a refund for the IR pack. His request was flatly denied. Undeterred, he escalated the matter to the consumer forum through the Edaakhil portal, an online platform for filing consumer complaints.
He meticulously documented every interaction—emails, WhatsApp transcripts, and call logs—and submitted them online. Within a week, the Bangalore urban district consumer forum responded, requesting hard copies of his submissions. The hearing was scheduled promptly, marking the beginning of a swift and transparent process.
A Victory for Principles
At the hearing, Jio's official and legal counsel presented their case, but the forum found merit in Mr Nagaraj's grievance. After mediation, Jio agreed to:
- Refund the Rs1,102 IR pack cost,
- Pay Rs5,000 as compensation for the mental agony and inconvenience caused, and
- Cover Rs1,000 for the expenses incurred during the legal proceedings.
While the monetary compensation was modest, the victory was significant for Mr Nagaraj. His fight was never about money but about holding service-providers accountable and upholding consumer rights.
A Glimmer of Hope: Edaakhil and Consumer Forums
Mr Nagaraj expressed immense satisfaction with the Edaakhil portal and the efficiency of the consumer forum. Filing a complaint online was hassle-free and the forum's responsiveness exceeded his expectations. In just over a month, he had not only resolved his grievance but also experienced first-hand how digital platforms and judicial mechanisms can empower ordinary citizens.
Conclusion
Mr Nagaraj's story is a reminder that consumer rights are not just theoretical but enforceable. His decision to stand up against a corporate giant like Reliance Jio showcases that persistence, coupled with the right tools, can yield justice.
For others facing similar issues, his journey highlights two key lessons: the importance of documenting grievances thoroughly and the power of platforms like Edaakhil in ensuring timely redressal.
So, the next time you face a service failure, remember Mr Nagaraj's fight—not just for compensation, but for accountability. Sometimes, it's not about the money but about setting a precedent for others.
(Chandramouli Mohan retired as a senior manager from a public sector bank after 38 years of service in various capacities in several places across the country. He has been an RTI and consumer activist since his retirement in March 2020.)
