Back
2026 Supreme(Online)(CIC) 2949
CENTRAL INFORMATION COMMISSION
Jaya Varma Sinha, Information Commissioner
Raja Rastogi – Appellant
Versus
General Manager CMTS – Respondent
CIC/BSNLD/A/2025/602068
For the Appellants/Petitioners:
For the Respondents: Geena Pal
A public authority is only required to provide information that is available in its records; if a specific complaint is not received or recorded, the authority cannot be compelled to provide an action-taken report for the same.
Headnote:Under the Right to Information Act, 2005, a consumer sought information regarding the action taken on a complaint sent via email concerning poor network coverage and the timeline for its resolution. The public authority responded stating that the specific email complaint was not received, but an RF team had visited the location and found the signal quality satisfactory. The core issue was whether the public authority had provided the requested information regarding the complaint and the network status. The commission observed that the Respondent provided replies based on available records and submitted an updated, detailed response during the proceedings, concluding that the information available was duly communicated. The appeal is disposed of accordingly.
| Table of Content |
|---|
| 1. request for information regarding action taken on a service complaint. (Para 1 , 2 , 3 , 4) |
| 2. respondent's assertion of non-receipt of the specific email complaint. (Para 5 , 6 , 7) |
| 3. sufficiency of response based on available official records. (Para 8) |
Information sought:
1. The Appellant filed an RTI application dated 27.09.2024(online) seeking the following information:
“यह क ाथ BSNL prepaid उपभोगता ह।ै ाथ के ारा 25 अगत 2024 को BSNL क आिधकारक वेबसाइट पर दए cmdcomplaints@bsnl.co.in email address पर अपने े म BSNL के खराब नेटवक क िशकायत दज करते ए एक email कया गया था। िजस पर 30 दन से अिधक पूरे होने के बाद भी, कायवाही क ितथी को ले कर BSNL क ओर से कोई सूचना आज दनांक 26 िसतबर 2024 तक ा नह ई ह।ै इस संदभ म िन िवषयो क जानकारी सूचना का अिधकार अिधिनयम, 2005 के अंतरगत दान करने क कृ पा कर।”
RTI application filed on : 27.09.2024
CPIO replied on : 18.10.2024
First appeal filed on : 17.11.2024
First Appellate Authority’s order : 12.12.2024
2nd Appeal dated : 11.01.2025
यह क ाथ ारा BSNL को email क गई िशकायत पर, ाथ ारा झले ी जा रही समया के िनवारण हते ुआज दनांक 26 िसतबर 2024 तक BSNL ारा या कायवाही क गई है, जानकारी दान करने क कृ पा कर।
यह क ाथथ को अपने े म चल रही BSNL नेटवक क खराब ितिथ से उप परेशािनय से कब तक BSNL ारा िनवारण दान करा दया जाएगा, जानकारी दान करने क कृ पा कर।”
2. The CPIO furnished a reply to the Appellant on 18.10.2024 stating as under:
“िबदुसंया 1 : आपके ारा पूव म भेजी गई ईमेल पर िशकायत इस कायालय को ा नह ई ह।ै
िबदुसंया 2: बीएसएनएल नेटवक के खराबी के संबंध म बीएसएनएल से ापार े देहरादनू मोबाइल क RF टीम आपके े म नेटवक से संबिधत समया के िनवारण के िलए दनांक 16.10.2024 को आपके े रामलीला बाज़ार का दौरा कया। आर०एफ० रपोट (रपोट संल ह)ै केअनुसार, वॉयस और डेटा के िलए िसल क गुणवा संतोषजनक पाई गई।
3. Being dissatisfied, the Appellant filed a First Appeal dated 17.11.2024. The FAA vide its order dated 12.12.2024, held as under:
“अपीलकता क अपील को दखे नेकेउपरात एवं उपमहाबधं क (मोबाइल) एवंकेीय लोक सूचना अिधकारी ारा दी गयी सूचना का अययन कर यह पाया गया क उ संबंध म, केीय लोक सूचना अिधकारी ारा पांक संया यूके एनडीसीओ-19/12(37)/1/2021-सीएम लानंग सी ओ/145 दनांक 18.10.2024 ारा सूचना दे दी गयी थी। पुनः उ पांक क ीितिलिप एवं SDE (RF) क िविजट रपोट क ितिलिप सिहत संल कर आपको ेिषत क जा रही ह।”
4. Feeling aggrieved and dissatisfied, Appellant approached the Commission with the instant Second Appeal.
Relevant Facts emerged during Hearing:
The following were present:-
Appellant: Absent.
Respondent: Smt. Geena Pal, ACPIO-cum-AGM, attended the hearing through VC.
5. The Appellant did not participate in the hearing.
6. The Respondent submitted that their office has not received the averred complaint on which the Appellant was seeking action taken report at the initial stage. Accordingly, a suitable reply based on available records has been given to the Appellant vide letter dated 18.10.2024. Upon receipt of the hearing notice from the Commission, a revised and updated reply has been given vide letter dated 13.03.2026.
7. A written submission has been received from FAA, vide letter dated 13.03.2026, stating as under:
“िबदु-1. मांगी गई सूचना सल ह।ै
िबदु-2. ाथ ारा दनांक 25.08.2024 को ेिषत ई-मेल संबंिधत कायालय को ा नह ई ह।ै अतः उ ई-मेल क ाि से संबंिधत कोई अिभलेख इस कायालय म उपलध नह ह।ै
Decision:
8. The Commission after adverting to the facts and circumstances of the case and perusal of the records, observes that a suitable reply based on available records has been by the Respondent. Further the written submission sent by the Respondent vide letter dated 13.03.2026, is more elaborate and is treated as updated reply. Hence, no intervention of the Commission is required in the instant case.
The appeal is disposed of accordingly.
