Telecom Regulatory Authority Of India - Subsection
Section 25(1) in Telecommunication (Broadcasting and Cable) Services Standards of Quality of Service and Consumer Protection (Addressable Systems) Regulations, 2017
(1)Every distributor of television channels shall, before providing broadcasting services related to television to its subscribers, establish a customer care centre, for addressing their service requests and redressal of complaints and the distributor shall ensure that such centre:(a)has a toll free "customer care number" having sufficient number of lines or connections and human resources to efficiently service the subscriber base of the distributor,(b)is accessible, at least, between 08:00 hrs and 22:00 hrs on all days of the week,(c)provides the services in the regional language of the service area in addition to Hindi and English,(d)has an Interactive Voice Response System (IVRS) with provision for complaint registration and(e)has a web based complaint management system.
