Telecom Regulatory Authority Of India - Subsection
Section 25(3) in Telecommunication (Broadcasting and Cable) Services Standards of Quality of Service and Consumer Protection (Addressable Systems) Regulations, 2017
(3)Every distributor of television channels shall ensure that the Interactive Voice Response System is operated in the following manner,-(a)the first level of the Interactive Voice Response System provides for language selection;(b)the second level of the Interactive Voice Response System provides for options relating to the broad categories of complaints and service requests;(c)the third level of the Interactive Voice Response System provides for a sub-menu under service and complaint requests, separately;Provided that the sub-menu in the third level shall also contain an option enabling the customer to speak to a customer care executive.
