Section 28 in Telecommunication (Broadcasting and Cable) Services Standards of Quality of Service and Consumer Protection (Addressable Systems) Regulations, 2017
28. Redressal of complaints by nodal officers.
(1)Every distributor of television channels shall, within thirty days from the date of commencement of these regulations or within thirty days from the commencement of its operations, as the case may be, appoint or designate one or more nodal officers for every State in which it is providing broadcasting services related to television, for the redressal of complaints of subscribers and the distributor shall, within ten days from the date of appointment or designation of the nodal officers, furnish to the Authority the names, address, contact numbers, e-mail address and facsimile number of the nodal officers.(2)Every distributor of television channels shall-(a)give wide publicity about appointment or designation of such nodal officers or any change thereof, and(b)display, on its website as well as customer care programming service, the names, address, contact numbers, e-mail address, facsimile number of nodal officers.(3)In the event of any change in the names or communication details of nodal officers as referred to in sub-regulation (1), the distributor of television channels shall-(a)inform the Authority within ten days from occurrence of such change, and(b)bring the change to the notice of the subscribers in the same manner as specified under clause (b) of sub-regulation (2).(4)In case a subscriber is not satisfied with the redressal of complaint by the customer care centre, such subscriber may approach the nodal officer of the distributor of television channels for redressal of his complaint.(5)The nodal officer shall-(a)register every complaint lodged by the subscribers;(b)issue an acknowledgement to the subscriber within two days from date of the receipt of the complaint indicating therein the unique complaint number;(c)redress such complaints of subscribers within ten days from the date of receipt of the complaint and intimate the decision taken thereon in respect of such complaint to the subscriber.
