Internet Outages Considered 'Defective Service': A Decision Affecting Thousands of Consumers

An incident in Izmir, Turkey, has significant implications for all consumers. A consumer in Kemalpaşa canceled their internet subscription due to prolonged outages and connection issues. The consumer, who paid the cancellation fee demanded by the company, later claimed it was unjust and applied for a refund. The Izmir Provincial Consumer Arbitration Board ruled in favor of the consumer, stating that the cancellation fee was unjust. The board emphasized that the service provided could be considered 'defective' and that, in such cases, a cancellation fee cannot be charged. The consumer's lawyer stated that if the consumer has valid reasons, the cancellation fee should not be collected and that consumers can pursue their rights through e-Government.

It has been evaluated that the consumer's statements about not being able to benefit from the service are in line with the course of the incident. This situation shows that the service does not meet the consumer's reasonable expectations and is of a defective nature.

The lawyer also noted that no obligations can be imposed on the consumer and that the consumer cannot be held responsible, reminding that applying to the consumer arbitration board is free of charge and risk-free.