After digitalisation of the cable sector, operators will have to address complaints of consumers within eight hours and in case of disconnection of services, the consumer will have to be given a 15-day notice.
These are few of the regulations that the Telecom Regulatory Authority of India (TRAI) issued today to "determine the Quality of Service(QoS) and Consumer’s Complaint Redressal mechanism for the Digital Addressable Cable TV Systems."
Under the new rules, TRAI has laid out an elaborate mechanism under which Multi System operators(MSOs) and Local Cable Operators(LCOs) will have to offer their services.
Under the new rules, cable operators will have to provide consumers a manual of practice, published in Hindi, English and the language of the state at the time of enrollment.
"Consumer complaints have to be responded within 8 hours," TRAI said in a statement and added that "in case consumer is not satisfied with the redressal of his complaints through Complaint Centre, he can approach the nodal officer of the operator."
Every MSO and his linked LCOs have to establish a complaint centre in their service area for addressing complaints or service requests of consumers.
The consumer care number has to be toll free and has to be widely publicised, TRAI's new rules state.
MSOs and cable operator will also have to establish web based complaint monitoring system to enable the consumers to monitor the status of their complaints.
Every MSO and its linked LCOs will also have to designate one or more nodal officers in every state in which its services are being provided, TRAI has said.
TRAI's rules will be applicable to areas where digitalisation of cable is implemented by the Government. As per the government roadmap, cable in all four metros has to be digitalised by June 30 this year and in the rest of the country by December 2014.