How to Use RTI When a Government Service Does Not Work: Complete Guide with Real Case Example
When a government service stops functioning—whether it is a telephone line, water supply, electricity connection, sewerage system, streetlight, or any other civic utility—citizens often face long delays and unclear information from the authorities. Complaints go unanswered, technicians do not arrive on time, and departments often fail to give any written confirmation of action taken.
In such cases, the Right to Information (RTI) Act becomes an effective mechanism to demand accountability, trace the status of complaints, and push authorities to take definitive action. Through RTI, you can obtain official records explaining the delay, identify the responsible officers, and understand the technical or administrative reasons behind the non-functional service.
This article explains how to use RTI to address non-working services, and includes a real case study where RTI successfully resulted in a practical solution for the citizen.
When Should You Use RTI for a Non-Working Service?
You should consider filing an RTI application when:
- Your complaint has been pending for several days or weeks
- The service frequently fails despite repeated repairs
- You are receiving no clear written response from the department
- The issue is affecting essential daily living
- You want to know the real reason behind the delay
- You want written accountability that you can use for escalation
RTI compels departments to respond in writing, which creates pressure to act.
What You Can Ask Through RTI
Your RTI should focus on factual questions and document-based information. You may ask for:
- Status of your complaints filed
- Reasons for service not functioning
- Copies of action taken reports
- Technical inspection notes
- Maintenance logs and repair records
- Whether the department has resources to fix the issue
- Names and designations of responsible officials
- Expected date the service will be restored
- Whether any alternative arrangements are available
Under Section 2(f) of the RTI Act, all records, documents, file notings, correspondence, and reports must be provided if they exist with the public authority.
How to File an RTI for Non-Working Services
You can file your RTI:
- a written application to the concerned PIO
- Online (if the department is listed on the RTI portal)
- Through registered post along with a ₹10 fee
Clearly mention:
- Complaint numbers
- Dates
- Location of service
- All specific questions you want answered
This ensures a precise and actionable response.
Real Example: RTI Used to Resolve a Repeatedly Out-of-Order Telephone Connection
Background of the Case
The appellant’s BSNL landline at his parents’ residence frequently remained out of order. Despite filing multiple complaints, the telephone continued to malfunction, and no satisfactory explanation was provided.
Frustrated, he filed an RTI application seeking:
- Status of earlier complaints
- Reasons for the persistent fault
- Action taken department
- Copies of any documents or internal correspondence related to the issue
The PIO provided partial information, but the problem remained unresolved.
Proceedings Before the Central Information Commission
During the hearing:
- The appellant explained that the landline was unusable most of the time.
- The BSNL representative revealed the actual technical reason:
The telephone line was installed six kilometers away from the exchange, and the underground cable was extensively damaged, making immediate repair impossible.
This explanation had never been provided earlier despite multiple complaints, proving the importance of RTI.
To resolve the issue:
- BSNL offered to install a fixed wireless phone (mobile-based) at the same location,
- With no installation charges,
- While the damaged cable would eventually be replaced at a later stage.
The appellant agreed to this practical solution.
CIC’s Decision and Outcome
The Central Information Commission directed BSNL to:
- Install the fixed wireless phone immediately,
- Without charging any installation fee,
- And ensure the service remained functional until the cable was fully replaced.
What This Case Demonstrates
This case is an excellent example of how RTI can:
- Reveal the real technical reason behind a service failure
- Ensure the department provides a clear written explanation
- Push authorities to offer a workable alternative solution
- Bring accountability where regular complaints failed
The RTI process not only uncovered the truth but also resulted in the actual restoration of service through an alternative connection.
What You Should Do When a Government Service Is Not Working
Step 1: File a complaint through official channels
This creates a record that supports your RTI.
Step 2: Wait a reasonable period
Most utilities respond within 3–10 days.
Step 3: If the issue persists, file an RTI asking for:
- Status of your complaints
- Reasons for non-restoration
- Action taken notes
- Technical reports
- Names of responsible officials
- Expected date of resolution
- Alternative arrangements
This forces the department to respond.
Step 4: If the reply is unsatisfactory, file a First Appeal
Citing incomplete answers or non-compliance.
Step 5: Approach the Central or State Information Commission
If needed, the Commission can issue binding directions just as in the BSNL case.
Key Lessons from the Example
- RTI can uncover technical or administrative issues not disclosed in normal complaints.
- Authorities may offer alternative solutions once forced to provide written answers.
- Departments must respond honestly when information is sought under RTI.
- CIC can order immediate remedial action.
- Written responses create accountability and prevent departments from ignoring repeated complaints.
Conclusion
RTI is a powerful legal tool that can be used whenever a government service fails and authorities are not responsive. The BSNL telephone case clearly shows how RTI can extract the truth, compel action, and lead to a practical, timely solution for the citizen. Whether it is a telephone line, water connection, streetlight, or any other civic service, RTI helps you understand the cause of the delay and forces departments to take responsibility.
