In the run-up to rollout of the conditional access system (CAS) in all metros by December 31, the Telecom Regulatory Authority of India (TRAI) has laid down regulations prescribing standards of quality of service.
MUMBAI: After more than a decade of its existence, the cable TV industry will finally be regulated.
In the run-up to rollout of the conditional access system (CAS) in all metros by December 31, the Telecom Regulatory Authority of India (TRAI) has laid down regulations prescribing standards of quality of service.
These rules — relating to connection/disconnection of cable services, complaint redressal, billing procedures, positioning of channels — will be enforced from October 1 across metros, as a test case.
Mumbaikars, who just experienced a cable TV blackout, will perhaps find some of the TRAI regulations quite a boon. For instance, no TV channel can be taken off the air, except for circumstances beyond the control of the operator, without prior notice of three weeks.
Not only that, an operator must give suitable reasons for withdrawing channels, through advertisements in two newspapers or scroll on relevant channels.
Interestingly, for the first time, you will be able to claim compensation from your cablewallah for delay in installation and activation of service, just like you get your pizza free if the delivery is not on time. You will get a rebate in your monthly cable bill, if there’s a delay in installation.
Also, there should not be any change in channel positioning in the basic service (free-to-air channels under the CAS regime), TRAI has mandated. If it must be done, viewers must be notified at least three days in advance.
All cable operators will have to keep a record of all channel frequencies and stick to those, running scrolls with such details in regular intervals.
The regulator has given an outer limit of eight hours to cable operators for attending to subscriber problems. But these eight hours will not include the night hours.
So, even if an operator receives a complaint at 10 pm, he must attend to it by 6 pm the next day, as the night hours have to be excluded. However, complaint recording will be automatic and 24X7.
Although there was a proposal in the consultation paper for a minimum power back-up of six hours by every cable operator, TRAI has deleted that clause because of severe power crunch and “other force majeure conditions”.
The regulator has set norms for refund of set-top box deposit also. If for some reason, a subscriber who takes a set-top box on rent after paying a deposit, wants to give up the service, the deposit refund must come to him within seven days.
For getting a fresh connection, an operator will get a maximum of five days, unless in the case of technical non-feasibility.
Among other things, billing complaints must be settled in seven days and faulty set-top boxes must be replaced within 24 hours.
The regulator has also said that there cannot be any disconnection of cable service without a prior written notice of 15 days. And that notice must be accompanied by a valid reason.
Service regulations for direct-to-home (DTH) broadcasting and non-CAS areas will be issued separately, according to TRAI.
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