Section 29 in Telecommunication (Broadcasting and Cable) Services Standards of Quality of Service and Consumer Protection (Addressable Systems) Regulations, 2017
29. Complaints referred to the distributor of television channels by the Authority.
(1)The Authority may, without prejudice to the provisions contained in the Telecom Regulatory Authority of India Act, 1997 (24 of 1997), forward the following types of complaints received from consumers, to the concerned distributor of television channels for the purpose of redressal of-(a)complaints alleging violation of the Act or the regulations made or directions issued or orders made by the Authority under the Act;(b)complaints of the subscribers which are generic in nature;(c)complaints alleging that the practices adopted by the distributor of television channels adversely affects the interest of consumers;(d)any complaint of such nature that, in the opinion of the Authority, is required to be resolved expeditiously by the distributor of television channels or its linked local cable operator, as the case may be.(2)Every distributor of television channels shall investigate and find out the root cause of all complaints referred by the Authority under clauses (a), (b) and (c) of sub-regulation (1) and redress such complaints, within thirty days from the date of reference of the complaint and result of such complaints shall be informed to the consumer as well as the Authority within one week from redressal of complaint.(3)Every distributor of television channels shall resolve every complaint referred to under clause (d) of sub-regulation (1) and inform to the Authority within fifteen days of the resolution of the complaint.(4)In case on investigation, the root cause of the complaints referred to under sub-regulation (2) reveal general deficiency or systemic inadequacy in practice or operation adopted by or on the part of the distributor of television channel, the distributor shall take immediate remedial measures in respect of all similarly placed subscribers and intimate the same to the Authority within one month of reference of the complaint.
