Section 27 in Telecommunication (Broadcasting and Cable) Services Standards of Quality of Service and Consumer Protection (Addressable Systems) Regulations, 2017
27. Time limit for redressal of complaints.
- Every distributor of television channels or its linked local cable operator, as the case may be, shall adhere to the following time limits for redressal of complaints of the subscribers-(a)all complaints shall be responded to within eight hours of receipt of the complaint:provided that complaints received after the office working hours shall be responded by the next working day;(b)at least ninety percent of all `no signal' complaints received shall be redressed and signal restored within twenty four hours of receipt of such complaint;(c)all complaints relating to billing shall be redressed within seven days of receipt of the complaint from the subscriber and refunds, if any, shall be made to such subscriber within thirty days of receipt of the complaint;(d)at least ninety percent of all other complaints not covered under clause (b) and clause (c) shall be redressed within forty eight hours of receipt of such complaints;(e)no complaint, except billing related complaints referred to in clause (c), shall remain unresolved beyond seventy two hours.
