A District Consumer Disputes Redressal Commission in Himachal Pradesh has mandated Reliance JioFiber to compensate a customer with ₹10,000 for persistent internet outages and unsatisfactory service. The ruling, issued on July 21, 2026, also requires JioFiber to restore the complainant's broadband connection free of charge.
Customer's Complaint Against JioFiber
The case was brought forward by Pratima Chauhan, a resident of Shimla, who had subscribed to a six-month JioFiber broadband plan in March 2025 for ₹2,824.92. According to her complaint, the internet connection ceased functioning effectively in April 2025, significantly disrupting her academic work and daily activities.
Chauhan claimed that despite lodging multiple complaints through JioFiber's customer support channels, the connectivity issues remained unresolved. Frustrated by the repeated service failures, she sought redressal from the District Consumer Commission.
JioFiber's Defense Dismissed
In its defense, Reliance JioFiber denied any deficiency in service. The company argued that Chauhan herself had cancelled previous service requests before technicians could complete them. JioFiber also maintained that the broadband issue had eventually been resolved and asserted that its technicians had made several attempts to contact the customer. Additionally, the company informed the commission that the technician involved in the initial complaints was no longer employed by them.
The Commission's Ruling
The bench, comprising President Dr. Baldev Singh and Member Nidhi Sharma, scrutinized JioFiber's claims. They found that the service provider failed to present convincing technical evidence to substantiate its assertion that the customer's grievances had been fully addressed. The commission noted that while JioFiber claimed the issue was resolved, it did not provide an affidavit from the concerned technician or other relevant technical records to support its stance.
Consequently, the commission held JioFiber liable for both deficiency in service and unfair trade practice. The order directs the company to restore Pratima Chauhan's broadband connection without any further charges and to pay a lump sum compensation of ₹10,000, which covers both mental harassment and litigation expenses. JioFiber has been given 45 days from the receipt of the certified copy of the order to comply.