Severe Deficiency of Service and Unfair Trade Practices regarding Continuous Jio AirFiber Blackouts – Service ID: 7236796581

[SHAIKH AMAN SHAIKH MAZHAR]

Dealer Name

Reliance Jio Infocomm Limited

Company Name

Reliance Jio Infocomm Limited

Customer Care Number

1800-896-9999

Loss Amount

1000

Ratings

1.00 star(s)

Opposite Party Address

Maker Chambers IV, 9th Floor, Nariman Point, Mumbai, Maharashtra – 400021

1. Absolute Admissibility of Electronic Evidence

Under **Section 65B of the Indian Evidence Act** (and corresponding provisions under the Bhartiya Sakshya Adhiniyam), the screenshots provided are definitive proof.

* Jio cannot claim they "were unaware" or that "the consumer did not report the issue."
* The exact text records from automated senders like `JM-JIOFBR-S`, `JX-JIOFBR-S`, and `JA-JIOFBR-S` show that **the service provider's own automated monitoring systems flagged the breakdown** repeatedly.
2. Systemic Breach of "Duty of Care" and Pushed Timelines

A consumer pays an advance monthly rental for a continuous, uninterrupted utility.

* The evidence shows that Jio did not just experience a single force majeure (uncontrollable) outage. They experienced a repetitive loop of breaking down, promising a fix within 4 hours, missing it, pushing it by 12 hours, missing it again, and pushing it by days.
* This pattern explicitly demonstrates an **incapacity to maintain infrastructure**, which constitutes a severe *Deficiency of Service* under Section 2(11) of the Consumer Protection Act, 2019.

3. Deliberate Suppression of Consumer Grievances

The fact that Jio’s telephonic customer support agents actively refused to generate Service Request (SR) numbers is a critical point.

* By withholding SR numbers, the service provider attempted to prevent you from creating a paper trail for external escalation.
* This calculated denial of a transparent grievance mechanism qualifies as an **Unfair Trade Practice** under Section 2(47) of the Act, as it leaves the consumer entirely helpless while holding their advance money captive.

4. Quantification of Mental Agony & Financial Loss

In 2026, internet connectivity is no longer a luxury; it is a fundamental infrastructure necessary for a person's livelihood, remote professional operations, and daily administrative tasks. Facing a blackout for over 15 days out of a 31-day month while support channels stonewall your escalation is a clear ground for claiming substantial mental harassment and punitive damages.

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Summary Table of Deficiencies for the Bench

If the Judge asks you to summarize why Jio is at fault in 30 seconds, present this breakdown:

| Legal Parameter | The Law (Consumer Protection Act, 2019) | Jio's Actions in your Case |
| --- | --- | --- |
| **Deficiency of Service [Sec 2(11)]** | Any fault, imperfection, or inadequacy in quality, nature, or performance. | 15+ days of total network blackouts in May 2026, verified by text alerts. |
| **Unfair Trade Practice [Sec 2(47)]** | Misleading representations or non-transparent handling of customer rights. | Pushing restoration deadlines without consent and hiding tracking data by withholding SR numbers. |
| **Right to Redressal [Sec 2(9)(v)]** | The right to seek redressal against unfair trade practices or exploitation. | Blocking communication routing to technical/escalation desk supervisors. |