The Central Mumbai District consumer forum has held Loop mobile services guilty of subjecting a consumer to mental and physical agony and directed it to pay Rs7,000 besides Rs5,000 for legal expenses.
In June 2011, the complainant, Malabar Hill resident Prakash Sheth, lost his mother. On that day he made several calls to many people including doctors and relatives. Later, he had sought details of the numbers of people whom he had contacted on that day. Despite requests to the firm at different levels, the firm said the details could not be provided. The firm’s appellate authority told Sheth that it would revert to him but did not. Aggrieved at this behaviour, Sheth approached the forum.
When the forum asked the company to file its reply, it claimed that, as per guidelines, this service could be submitted only to designated government security agencies. The firm had informed Sheth about this and so it was not responsible for any lapse in service.
The consumer forum, after going through telecom department’s guidelines and evidence provided by Sheth, held that Sheth’s case was very sensitive, as his mother had died and he wanted to get all numbers to keep a record of the same. “Also as per guidelines, it is nowhere mentioned that apart from security agencies, the CDRs [call data records] should not be given to anyone else,” the forum said.
Thus, holding the firm responsible for lack of service towards its consumer, the forum asked the firm to provide the call records of the said day to Sheth along with the monetary compensation.