Section 13 in The Direct to Home Broadcasting Services (Standards of Quality of Service and Redressal of Grievances) Regulations, 2007
13. Establishment of Call Centre. -
(1)Every direct to home operator shall, on or before the date of commencement of these regulations, establish one or more Call Centres for the purposes of registering of direct to home service requests, answering queries, registering of complaints and redressal of grievances of its direct to home subscribers, and such Call Centre shall be accessible to its direct to home subscribers round the clock during all days in a week:Provided that a direct to home operator, who has been granted a licence after the commencement of these regulations, shall establish such one or more Call Centres before or simultaneously with commencement of its operations.(2)Every direct to home operator shall earmark or allot or establish basic telephone or cellular mobile telephone number having sufficient lines or connections to be called as the "toll free number" or "consumer care number" or "help line number" or "special number", as the case may be, at its Call Centres, so as to ensure the compliance of the benchmarks specified in the Schedule to these regulations.(3)Every direct to home operator shall ensure that no call charges are levied upon, or payable by its direct to home subscriber, for calls made to the "toll free number" or "consumer care number" or "help line number" or "special number", as the case may be.(4)Every direct to home operator shall, immediately on establishment of its Call Centre, give wide publicity about such Call Centres.
