Section 6 in The Standards Of Quality Of Service (Broadcasting And Cable Services) (Cable Television-Cas Areas) Regulation, 2006
6. STB related issues and complaints in respect of cable services in CAS areas .--
6.1In CAS areas the cable operator or the MSO, as the case may be, shall:--(i)facilitate availability of information regarding the contact addresses, telephone numbers, contact persons where the Set Top Boxes which are compliant with the Bureau of Indian Standards (BIS) can be purchased or obtained on lease or on rent;(ii)publicize the schemes available for purchase or lease of BIS compliant Set Top Boxes with their salient features under the various schemes. Any scheme prescribed by the Authority as regards pricing and/ or renting of set top boxes shall also be publicized;(iii)prescribe procedure to be followed for obtaining the BIS compliant set top boxes;(iv)make available a manual or pamphlet setting out instructions as far as possible in an easy to understand language by a non-technical person for operating the set top box. This can be supplemented by providing information through the in-house channel or by suitably running a scroll on the screen.6.2In cases where there is a malfunction of a set top box supplied, by a cable operator/MSO, the cable operator/MSO, shall arrange for repair or replacement, as the case may be, within 24 hours of receipt of the complaint of malfunctioning. This clause shall not apply to cases of complaints of malfunctioning where the set top box has been found tampered with by the subscriber.6.3In cases where a customer chooses to return a set top box, the refund of security deposit, if any, shall be made within seven days as per the prescribed scale. This clause shall not apply to cases of return of set top box where it is found that the set top box returned has been tampered with by the subscriber. In such cases the cable operator /MSO shall inform the subscribers within 4 weeks about their decision in the matter.6.4Rebate for deficient service: In case the installation and activation of the set top box is delayed beyond two working days of the completion of all formalities required by the subscriber, the MSO/cable operator shall, in the monthly subscription give a rebate of Rs. 15 per day for the first 5 days and Rs. 10 per day for the subsequent period.
