Inactive International Roaming Package Despite Payment, Fatehgarh Sahib District Commission Holds Vodafone Liable

Brief Facts:

The Complainant, a long-standing consumer of Vodafone, encountered issues with an International Roaming (IR) pack activation during a business trip to the United States. Despite activating the IR pack before departure, the Complainant found it inactive upon arrival in Germany and later in the USA, resulting in his inability to make or receive calls. His attempts to resolve the issue through Vodafone's customer service and subsequent escalation to higher authorities also failed. Feeling aggrieved, the Complainant filed a consumer complaint in the District Consumer Disputes Redressal Commission, Fatehgarh Sahib, Punjab (“District Commission”) against Vodafone.

In response, Vodafone argued that it promptly responded to the Complainant, attempted to assist through multiple channels including email and phone calls to the Complainant's secretary, and offered a waiver of Rs. 4,130/- for unused IR services. It claimed difficulty in resolving handset setting issues directly with the Complainant while he was abroad and insisted that it acted in accordance with terms communicated to the Complainant regarding IR pack activation and usage.

Observations by the District Commission:

The District Commission noted that despite confirmation of activation by Vodafone, the Complainant found the service inactive during his travels, both in Germany and the USA. The Complainant provided evidence indicating that Vodafone lacked 3G or 4G network coverage in Denver, USA, which corroborated his claim of inadequate service provision. Despite numerous emails addressing the non-activation of International Roaming, the District Commission noted that the Complainant's grievance remained unresolved.

Therefore, the District Commission held that the Complainant endured significant inconvenience and mental distress due to the non-functioning International Roaming service, which he arranged before his trip to the USA. It held that this failure constituted a deficiency in service on the part of Vodafone, as it hindered the Complainant's ability to use his mobile phone effectively for communication abroad.

Consequently, the District Commission directed Vodafone to pay a compensation of Rs. 20,000/- to the Complainant.

Case Title: Harmanjit Singh vs M/s Vodafone Mobile Services Limited

Case Number: CC/308/2018

Date of Decision: 21.05.2024