Missing a late night cricket match or a movie on television may become a thing of the past. The new regulation set by the Telecom Regulatory Authority of India (TRAI) makes it difficult for cable operators not to address complaints immediately. If the operator chooses to delay rectifying the fault, he will have to give a rebate in the monthly subscription charge to the consumer.
The new regulation notified by TRAI makes it mandatory for multi-service providers or cable operators to maintain a 24X7 complaint center. They will have to seek a satisfaction report from the subscribers once the complaint is redressed. On the lines of the redressal system of power companies in Delhi, the TRAI has also stipulated a time-bound complaint redressal system of 48 hours and a unique identification number for each consumer. Unlike the earlier system, the consumer will now get a cable connection after filing a form, which will have details of the maximum retail price of each channel, the channels offered, the complaint redressal system and information about other value-added services. The connection will have to be provided within two days.
Each complaint will have to be registered through an automatic recording machine and the consumer will have to be told by when the fault would be rectified. Though the new rule will initially apply to areas falling under the conditional access system (CAS) notification of the I&B ministry, officials say, a similar system would be later extended to others areas and direct-to-home connection.
The TRAI has also introduced a billing module for cable operators. The operators will have to issue monthly bills indicating details about service tax, registration number, entertainment tax and the status of earlier bills.