TRAI releases a list of Do's and Don'ts for LCOs and MSOs
The regulator has highlighted CAFs and STBs should be the main focus in the Do’s list of DAS and strongly recommends not to activate STBs before entering the details of customer and his choice of channels
Published - May 14, 2015 9:15 AM Updated: May 14, 2015 9:15 AM
In order to enable smooth functioning of the Digital Addressable System (DAS), Telecom Regulatory Authority of India releases Do’s and Don’ts for cable and multi system operators.
1) Ensure that your representative carries a proper ID card when visiting a customer’s or subscriber’s premises.
2) Ensure that the Customer Application Form (CAF) is given to the customer seeking cable TV connection through DAS.
3) Handover, one copy of the completed CAF to the subscriber.
4) Ensure that the Manual of Practice (MOP) is given to the customer at the time of providing connection.
5) Provide surrender application form on request of the subscriber for surrender of the connection.
6) Explain the Terms & Conditions for providing STB to the customer with details of various retail tariff options for providing the STB.
7) Ensure that the terms and conditions of your schemes are explained to the customers in detail at the time of providing connection.
8) Ensure that the retail tariff applicable for subscription of channels/ bouquets are explained to the customers in detail at the time of providing connection
9) Issue a bill and payment receipt to each and every subscriber for every payment made by them. It includes the receipt for payment made towards STBs as well as towards TV channels.
10) Send acknowledgement of receipt of payment electronically to the subscriber. It may be noted, that electronic acknowledgement of receipt of payment cannot be considered as delivery of receipt which has to be provided separately.
11) Ensure that the subscription amount paid by an individual subscriber is entered into the SMS before the next billing cycle starts so that the subscriber is fully informed about the current status of his account.
12) Reduce the subscription charges if any channel which is subscribed to by a subscriber becomes unavailable on the network of the MSO. Alternately, the MSO may offer another channel of same genre and language to the subscriber; if the offer is accepted then the subscription charges need not be reduced.
13) Publish and prominently display the toll-free consumer care number and contact number of your Nodal Officer for redressal of consumer grievances and accepting service requests from subscribers.
14) Set up a web-based complaint handling/ monitoring system. Subscribers must be able to monitor processing/ resolution of their complaints on the website you have set-up.
15) Conduct periodic consumer awareness programmes about Quality of Service (QoS) Regulation provisions for subscribers.
1) Activate the Set Top Box (STB) before entering the details of customer and his choice of channels as mentioned in the Customer Application Form (CAF) into the Subscriber Management System (SMS).
2) Discontinue any channel to a subscriber, if the subscriber has already paid subscription amount for that channel in advance and that channel is available on your platform.
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