Section 15 in The Direct to Home Broadcasting Services (Standards of Quality of Service and Redressal of Grievances) Regulations, 2007
15. Time limit for redressal of grievance of the direct to home subscriber by Call Centres. -
(1)Every direct to home operator shall take necessary steps to address all requests or queries or redress all complaints by the direct to home subscriber as early as possible: Provided that-(a)in case of complaints relating to non-receipt of all signals (other than those caused by disturbances of weather or natural calamities) by direct to home subscriber, at least ninety per cent. of all such complaints shall be redressed and signals restored within a period of twenty-four hours of the receipt of complaint;(b)in case of complaints (other than non-receipt of signals) by direct to home subscriber, at least ninety per cent. of all such complaints shall be redressed within a period of forty-eight hours of the receipt of complaint.(2)No complaint referred to in clauses (a) and (b) of proviso to sub-regulation (1) shall remain unresolved beyond five days: Provided further that the requests or complaints which-(a) relate to the remote or hilly tracts or hilly areas or distant rural areas; or(b)are caused by disturbances of weather, may be addressed or redressed as early as may be feasible.(3)In case a direct to home operator fails to redress the complaint within the period specified in sub-regulation (2), it shall, without prejudice to any other right conferred upon the direct to home subscribers under any law for the time being in force, give proportionate rebate to the direct to home subscriber for the period during which such complaints had not been redressed and such period shall be reckoned from the date of expiry of five days, referred to in sub-regulation (2): Provided that the time limit specified in clause (a) or clause (b) of the proviso to sub-regulation (1) or the rebate specified in sub-regulation (3) shall not apply in a case in which the Direct to Home Customer Premises Equipment had been found tampered with or damaged by the direct to home subscriber or stolen, as the case may be: Provided further that in case a direct to home operator finds, at the time of redressal of complaint of a direct to home subscriber that the Direct to Home Customer Premises Equipment installed at his premises had been found tampered with or damaged by the direct to home subscriber, the direct to home operator shall within five days of making of the complaint by such subscriber intimate the same in writing to the direct to home subscriber.(4)Every complaint relating to billing of direct to home service shall be redressed within seven days of receiving such complaint from the direct to home subscriber and refunds, if any, due to him, shall be made to such subscriber within thirty days of making of such complaint by him.
