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The issues addressed in the regulations
broadly cover the following areas:
(i) Connection, disconnection, transfer
and shifting of cable services
(ii) Complaint handling and redressal in
respect of cable services
(iii) Billing Procedure and billing related
complaints
(iv) Set-top box related issues and complaints
(v) Positioning of channels / taking the
channel off air
A snapshot of the major features of these
regulations categorized under the above-mentioned
broad areas are indicated below:
Application for connection/disconnection/transfer/shifting
* Application for pay channel or request
for basic service tier to be responded within
five working days.
* Cable Service connection/reconnection
to be provided within 2 working days on
completion of all formalities by the subscribers.
Complaint handling and redressal
*Multi System Operator/Cable Operator to
maintain customer service center/help desk
center for 24 hours, 7 days a week including
facility for automatic recording of complaints.
*All complaints received in the day to be
attended/responded within eight hours.
Billing related issues
* Billing to be done normally on monthly
basis and entries to be itemized.
*Subscribers required to ensure prompt payment
of bills. Deterrents to discourage delayed
payments
*Redressal of complaints on billing within
7 days from the date of notice.
Set Top Box (STB) related issues
* MSO/Cable Operator to repair or replace
within 24 hours of receipt of complaint
of malfunctioning of set top box and refund
of security deposit within seven days of
return of set top box.
*Rebate for delay in activation/reactivation
of set top box beyond two working days @
Rs 15 per day for the first 5 days and @
Rs 10 per day for the subsequent period
Positioning of channels/Taking the channel
off air
*No channel to be taken off the air,
except for circumstances beyond the control
of the operator, without prior notice of
three weeks.
The High Court of Delhi on 20 July 2006
had directed implementation of CAS in the
three metros of Mumbai, Kolkata and Delhi
by 31 December 2006.
One of the areas identified in the implementation
of CAS was prescription of quality of service
standards by Trai, which has been now done
after consultations with the industry stakeholders.
A full text of the regulation along with
the explanatory memorandum is available
on Trai's website, www.trai.gov.in.
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