Sunday, April 18, 2010

Customer files complaint against Airtel

Customer files complaint against Airtel

Express News Service

First Published : 15 Apr 2010 04:28:00 AM IST

CHENNAI: Suburban police are investigating a case that has been filed against Airtel, for the alleged cheating of a customer by sending promotional messages, which is in strict violation of the Telecom Regularity Authority of India Act, 2005.

Based on the directive from the Judicial Magistrate Court, Tambaram, the suburban police registered the case against Airtel and began investigations.

L Infant Dinesh (26), a Madras High Court advocate, residing at Nerkundram, was using an Airtel postpaid connection under the Zero Rental Plan. On August 26, 2009, he received an Internet advertisement on his mobile, said the official release.

As soon as Dinesh clicked the advertisement promo on his mobile, he received an instant message from the service provider, stating that he had downloaded a game and towards that Rs 99 worth talk time was being charged to his account. The complainant Dinesh had viewed the promo for not more than one second and moreover the promo appearing on his mobile had not given him prior information about the cost involved.

Meanwhile, the Airtel company maintained that all its customers who had selected the Zero Rental Plan were connected with Airtel Live Service and Dinesh who had also subscribed to this plan, must have downloaded the game.

When Dinesh asked Airtel for clarification, the officials there did not respond properly, and seemed interested in only collecting the payment for the service availed of and disconnecting his mobile connection, said the official release.

Dinesh then verified the issue with the TRAI -Act, 2005 and wrote to Airtel that the company had violated the Act which said that no teleservice company can charge its customer without getting prior approval from the customer and then went ahead and filed a petition with the Judicial Magistrate Court, Tambaram against Airtel.

Meanwhile the official statement from Airtel said, "The customer was using a postpaid connection via which premium content was downloaded using Airtel Live WAP amounting to Rs 99. Airtel Live provides free usage on the Airtel live platform, and charges only for the content (themes, animations, games, wallpapers etc.) that has been downloaded. The download in this case was from a third party site."

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