International Roaming Pack Activation Charge Valid, Consumer Complaint Against Airtel Dismissed
Pranav B Prem
The District Consumer Disputes Redressal Commission-II, U.T. Chandigarh, comprising President Amrinder Singh Sidhu and Member B.M. Sharma, has dismissed a consumer complaint filed against Bharti Crescent and Bharti Airtel Ltd., holding that the charge of ₹649 levied on the complainant was towards the activation of an international roaming pack and did not amount to deficiency in service or unfair trade practice.
The complaint was filed by Amandeep Singh Gill, who received a mobile bill dated 03 March 2021 in respect of his mobile number, wherein an amount of ₹649 was charged towards international roaming. Aggrieved by the charge, the complainant contacted the customer care of the opposite parties and also submitted a written request seeking clarification. In response, the opposite parties informed him through email that mobile internet usage had been recorded on 01 March 2021, with the location shown as Russia.
The complainant contended that he was travelling from India to Newark, USA, between 28 February 2021 and 01 March 2021, and that the alleged usage was shown at a time when he was onboard an international flight at an altitude of approximately 35,000 feet, where mobile internet services are ordinarily unavailable. He further stated that he had separately purchased an in-flight Wi-Fi internet pack from the airline for USD 16.99 and therefore had not used mobile internet services during the flight. Alleging that the levy of the international roaming charge was illegal and that his request for adjustment was ignored, the complainant approached the Consumer Commission seeking refund of the amount along with compensation and litigation expenses.
The opposite parties denied the allegations of wrongful billing and deficiency in service. They submitted that the complainant had been charged ₹649 due to the activation of an international roaming daily limit pack, which was auto-activated to avoid bill shock. It was contended that the billing was carried out as per applicable terms and conditions, based on system-recorded usage calculated on Indian date and time, and that the charge did not constitute any unfair trade practice.
Upon examining the bill placed on record, the Commission noted that the complainant had been charged ₹3,599 for an “international roaming unlimited incoming – 10 days pack” for the period from 01 March 2021 to 11 March 2021, in addition to the charge of ₹649 for the “international roaming daily limit pack benefit” for one day. The Commission observed that the ₹649 charge was not levied towards alleged data usage in Russia but was clearly towards activation of a roaming pack, as reflected in the bill. It further noted that the complainant had not disputed opting for the activation of the ₹649 pack and had also not challenged the activation of the other roaming pack charged for the same period.
The Commission held that the activation of the roaming pack was independent of the complainant’s precise location or actual internet usage, particularly when it was undisputed that he was travelling outside India at the relevant time. It observed that the nomenclature of the pack itself indicated that it was meant for use during international travel, and therefore, the complainant could not subsequently challenge its activation while accepting the activation of another international roaming pack for the same journey. Finding that the complainant had failed to establish any deficiency in service or unfair trade practice on the part of the opposite parties, the Commission dismissed the consumer complaint and directed the parties to bear their own costs.
Cause Title: Amandeep Singh Gill v. Bharti Airtel Ltd. & Anr.
Case No: DC/AB1/44/CC/316/2021
Coram: President Amrinder Singh Sidhu, Member B.M. Sharma
