Here is a copy of a reply sent by me to Wg CDR V G Kumar
It has indeed been a concern for me for a long
time that the Consumer interest of ISP service users is not adequately
protected in India. Most of the time we deal with monopolies . Having
invested nearly 30000 in the DSL modem, I as a consumer has no choice of
In terms of information on service provided,
though ISPs can monitor every packet that goes through our computer, we can
take only what information they provide us.
If ISP says they are giving a bandwidth of 64 KB
and actually give 33 KB, because of which my download which should have taken
1 hour actually takes two hours, I have no means of claiming compensation.
If the connection is down and I have to dial up
again and again each time spending money on the dial up, I have no remedy.
If the bandwidth is turned off and I am told
there is a Cable fault, I have no means to make the ISP accountable.
If they say I have exceeded my down load limit, I
have to accept it without any questioning.
Thus even if ISP is not providing a minimum
level of service in measurable terms such as bandwidth and uptime, or is over
charging, the consumer is in no position to check and seek compensation.
There is yet another type of problem I face
often with Dishnet. Ostensibly to check virus or spam , they use some
faulty fitter mechanisms which often deletes incoming messages or shaves off
outgoing messages without any indication to the customer. Mostly this happens
since some of the attachments cause the mail to be deleted. If I get a
business offer with an enclosed contract and I do not receive it, I may lose
a life time business opportunity. Quite often my mails sent with zip file
attachments containing my Cyber Law College lessons get chucked either at
Dishnet or at rediffmail.
In many cases digital signature attachments are
deleted as "Suspicious Files".
In view of the problems despite having e-mail
accounts in VSNL and Dishnet I am forced to use hotmail ID as a more
reliable ID for sending and receiving the mails. This is making e-mail system
less and less reliable each day and people may have to resort back to snail
mails for reliable correspondence instead of moving forward with digitally
I wish a consumer movement is started to make
ISPs accountable and TRAI which has a legal responsibility for the same must
take the lead in forming such an association.
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