Section 4 in The Standards Of Quality Of Service (Broadcasting And Cable Services) (Cable Television-Cas Areas) Regulation, 2006
4. Provisions relating to complaint handling and redressal in respect of cable services in CAS areas .--
4.1All complaints given to a cable operator /MSO in a CAS area should be registered and a serial number of the complaint given to the complainant. The complaints should be taken up for redressal preferably in chronological order of registration. Every cable operator/MSO, as the case may be, should ensure that the subscriber is made aware of the complaint handling procedure containing details as indicated in clause 3.2(ix)(f) of this regulation.4.2A cable operator or MSO, as the case may be, shall maintain records of all complaints filed by the subscriber with them. The records shall include name and address of complainant, date and time of filing complaint, type of complaint and redressal date and time with the written confirmation from the subscriber that the complaint has been redressed. The records shall be kept till the expiry of 3 months from the date of resolution of a complaint. The cable operator/MSO shall present the records whenever called upon by the Authority or the Authorised officer as defined under the Cable Television Network (Regulation) Act, 1995 (7 of 1995).4.3Each cable operator/MSO must maintain a customer service center or help desk 24 hours a day, 7 days a week. A facility for automatic recording of complaints or some other mechanism for registering of complaints shall be in place. It may be ensured that the staff at customer service center or help desk are qualified and competent enough to handle the requirements of service.4.4The following benchmarks shall be observed in regard to the redressal of complaints:--(i)All complaints shall be attended/responded within eight hours of receipt of complaint, except those received during the night which shall be attended to the next day and satisfaction report obtained from subscriber. Where it is not possible to attend/respond to the complaint within this time limit, the response should indicate the anticipated time for redressal of the complaint. If it is not feasible to comply with the benchmarks indicated hereafter for reasons beyond the control of the cable operator /MSO, the reasons for the same shall be communicated to the subscriber, while responding to the complaint.(ii)At least 90% of "No Signal" calls received shall be corrected within 24 hours and a satisfaction report obtained from the subscriber.(iii)At least 90% of all other types of complaints shall be corrected within 48 hours and a satisfaction report obtained from the subscriber.(iv)Subject to any specific provision in this regulation, a system of rebates in the form of discounts to the subscriber due to interruptions on account of no signal or weak signal or disruption of service, shall be put in place by the cable operator or MSO, as the case may be, and the subscriber should be made aware of the same.4.5A cable operator/MSO shall take all necessary steps like provision of back up power supply, to minimise the incidence of service interruption due to power failure.4.6In case signals have to be disrupted for facilitating preventive maintenance, the subscriber should be given a clear notice of at least 3 days, if the disruption is likely to be for one day or less and the notice period shall be 15 days if the disruption is likely to be for more than a day. The cable operators/MSOs can choose their own method of providing prior notice of possible disruption.4.7All cable operators/MSOs shall ensure that its representative(s) carry proper identification along with a photograph, and are polite in their behavior with the subscribers.
