MUMBAI, JULY 23: In a strict and stringent order passed recently by the Consumer Disputes Redressal Forum, Thane, the Navi Mumbai branch of the Maharashtra Telephone Nigam Limited (MTNL) has been asked to compensate its customer with an amount of Rs 5000.Vashi resident, John D'Souza's average fortnightly meter readings suddenly shot up between September 1992 and December 1992. D'Souza was surprised to find that his average bi-monthly telephone calls which were 34, 31, 74 and 10 between January 1992 and May 1992 shot to 332, 209, 230 and 599 between September and December in the same year. When he approached the accounts officer of his telephone exchange with a complaint regarding excess telephone bill, the engineer in charge of computer, MTNL, made a shocking revelation. It was found that the MTNL employees themselves were tapping and using D'Souza's telephone line and number. Later some were caught red handed.D'Souza was ill treated by Deputy Engineer, Kalgi, Turbhe and his complaint regarding the misuse of his telephone line was not attended to. District Manager, MTNL, Navi Mumbai, Ajay Kumar Jain, also did not act on the complaint.The forum was therefore moved on the matter in June 1995. D'Souza had stated that his telephone bill for the period between July 1992 and January 1994 be calculated on previous average bills and that the excess payments made by him be refunded with interest. D'Souza had alleged that besides the deficiency in service from the MTNL, there was harassment by some of its personnel after the forum was moved and had therefore claimed a compensation of Rs 3.5 lakh.The forum basically considered two points viz, whether there was deficiency in service on the part of the MTNL and the relief up to which D'Souza was entitled. The order says, ``.we are not inclined to accept the OP's (MTNL) that the complaint is baseless or needs to be dismissed.in our view the OP has not at all referred to tthe correspondence attached to the complaint and representations made by the Complainant (D'Souza) in his letters.and further representations and annexures referred in complainant's affidavit.,'' says the order.The order has further reminded MTNL that, ``Excess metering complaints are required to be attended within two months and the subscriber is required to be informed in this respect. No such action was taken as required by Telephone Rules.'' As regards the ``insulting and shocking behaviour'' of Kalgi, an MTNL personnel, and regarding the lack of investigation on the part of Jain, the order says, ``In our view the public authorities are under an obligation to reply to customer's grievances more so when allegations are made against the behaviour of officials.''D'Souza was awarded a sum of Rs 2000 towards deficiency in service and Rs 3000 towards mental agony and incovenience caused to him because of the ``un-cooperative and insulting behaviour by OP's officials coupled with don't care and no reply to correspondence attitude adopted by the OP inspite of specific allegations made''.
