Last Updated on August 20, 2026
Summary✨
- The Consumer Court ordered Dish Home to pay compensation for a service outage caused by negligence.
- A customer, Dipendra Prakash Malla, sought compensation after experiencing a five-day service disruption affecting his online activities.
- The court found Dish Home failed to restore services promptly despite receiving an annual fee of Rs 9,800.
- Dish Home must pay a total of Rs 150,000, splitting it between business loss and mental distress costs.
- The company neglected to inform customers about the internet service interruptions, violating the Consumer Protection Act.
The Consumer Court has made Dish Home pay compensation to its internet and IPTV customer for a service outage. The decision comes after the court concluded that the customers’ services were cut off through negligence on the company’s side.
The court held that the ISP failed to restore customers’ services on time after an outage even though they had paid an annual service fee. In recent times, Dish Home customers were complaining about the delays in repairing service disruptions. Although the company successfully sent messages regarding the service disruption, it couldn’t restore the service actively on time.
For instance, in the third week of Asar, a fire on an electricity pole had caused internet disruption in Thapathali, which took four days to restore. There were concerns regarding the delays in service repair and restoration in other areas too.
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Dish Home pays compensation for delay in addressing internet service outage
A customer went to the Consumer Court on Poush 8, 2082, seeking compensation, alleging that Dish Home had failed to provide service for five days after a network outage.
The customer, Dipendra Prakash Malla, stated that he had paid the company an annual advance fee of Rs 9,800. However, his services suffered disruption from 1 a.m. on Kartik 28, 2082, and the company delayed repairs for five days. The service came back live only on Mangsir 2.
Seeking compensation, Malla said that the disruption directly affected his online classes, official work, and participation in various seminars and webinars, causing him educational, financial, and mental distress.
Malla argued that Dish Media Network Limited had failed to fulfill its obligations under the Consumer Protection Act, 2018 (2075 BS). Therefore, he demanded appropriate compensation under Section 50 of the Consumer Protection Act, 2018.
A bench of the Consumer Court involving Chairperson Diwakar Bhatt, member Gehendra Raj Regmi, and member Anandaraj Pokharel ordered Dish Media Network Limited to pay Rs 150,000 in compensation.
The verdict also noted that the company had failed to comply with the legal requirement to provide customers with prior information in cases where internet service would suffer disruption.
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Consumer Court has ordered Dish Home to pay compensation with the following declaration
In its order, the Consumer Court stated:
“As the internet service remained disrupted for five days without being repaired, the plaintiff shall be entitled to receive from the defendant, Dish Network Limited, the discount or an equivalent amount payable under Regulation 11(4) of the Regulation on Quality of Telecommunications Services for the disruption of internet service.”
The verdict further declared that the company would need to pay Rs 75,000 for the customers’ loss in business activities and further Rs 75,000 for causing mental suffering and stress. The amount totaled Rs 150,000.
