Cable TV
MIB tells MSOs: Report on cable ops and subs grievance redressal mechanism
NEW DELHI: All multi-system operators have been asked to send to the ministry of information and broadcasting (MIB) details of the grievance redressal mechanism drawn up by them to hear complaints of cable operators and subscribers.
Pointing out that this is mandatory under Rule 12(2) of the Cable Television Networks Rules 1994 for every cable operator and multi-system operator, the ministry has sought a report by 25 September 2017 from all MSOs.
At the outset, the note says that during the implementation of Digital Addressable System (DAS) which became operational from 1 April this year, a large number of complaints have been received on the following issues:
i) Non-issuance of payment receipts/computer bills,
ii) Abrupt stoppage of services and/or channels by cable operators without any notice,
iii) No fixed price of STBs- different operators charge different rates,
iv) Non-filling up of CAF,
v) Non-operationalisation of toll-free number for redressal of consumer grievances,
vi) Non-creation of web-site for logging of complaints
vii) Not providing a-la-carte choice of channels
viii) Nodal officer name not notified
Rule 12(2) says MSOs and LCOs “shall devise a mechanism for grievance redressal of subscribers in respect of the services offered by them in such manner as may be specified by the Authority and inform the details thereof to the subscribers through the cable service or the website or any other appropriate means and such information shall also include the address and telephone number where a subscriber can file a complaint and the time period within which grievances are to be addressed, the manner of communication of the redressal to a subscriber and the feedback thereon from the subscriber.”
It added that under the Telecom Regulatory Authority of India regulations on Consumers Complaint Redressal (Digital Addressable Cable TV Systems) Regulations 2012 dated 14 May 2012, every MSO and the linked LCOs should have to:
i) establish a ‘web-based complaint monitoring system’ to enable the consumers to monitor the status of their complaints
ii) establish a complaint centre in his service area and publicise the toll-free Consumer Care Number.
iii) appoint or designate one or more Nodal Officers in every state in which it is providing its service.
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Cable TV
Hathway Cable appoints Gurjeev Singh Kapoor as CEO
Leadership change comes as cable TV faces shrinking subscriber base and modest earnings pressure
MUMBAI: Hathway Cable and Datacom has tapped industry veteran Gurjeev Singh Kapoor as chief executive officer, marking a leadership pivot at a time when India’s cable television business is under mounting strain.
Kapoor will take over from Tavinderjit Singh Panesar, who is set to retire in August after a long innings with the company. Panesar, chief executive since 2023, has held multiple leadership roles at Hathway, including his latest stint beginning in 2022.
Kapoor brings more than three decades of experience in media and entertainment. He most recently led distribution at The Walt Disney Company’s Star India business, now part of JioStar. His career spans television distribution and affiliate partnerships, with stints at Sony Pictures Networks India, Discovery Communications and Zee Entertainment.
Panesar, with over three decades in the industry, has worked across strategic planning, distribution and business development in media, broadcasting and manufacturing. His past associations include ESPN Star Sports, Star India, Apollo Tyres and JK Industries.
The transition lands as the cable sector grapples with structural disruption. Traditional operators are losing ground to streaming platforms, while telecom and broadband players tighten the squeeze with bundled offerings.
An EY report estimates India’s pay-TV base could shrink by a further 30 to 40 million households by 2030, taking the total down to 71 to 81 million. The slide follows a loss of nearly 40 million homes between 2018 and 2024, a contraction that has already wiped out more than 37,000 jobs in the local cable operator ecosystem.
Hathway’s numbers reflect the strain. The company reported a consolidated net profit of Rs 93 crore for FY25, down from Rs 99 crore a year earlier. Revenue inched up to Rs 2,040 crore from Rs 1,981 crore. As of December 2025, it had about 4.7 million cable TV subscribers and roughly 1.02 million broadband users.
Kapoor steps in with a familiar brief but a shrinking playbook. In a market where viewers are cutting cords faster than companies can reinvent them, the new chief executive inherits a business fighting to stay plugged in.
