NEW DELHI: All multi-system operators have been asked to send to the ministry of information and broadcasting (MIB) details of the grievance redressal mechanism drawn up by them to hear complaints of cable operators and subscribers.

Pointing out that this is mandatory under Rule 12(2) of the Cable Television Networks Rules 1994 for every cable operator and multi-system operator, the ministry has sought a report by 25 September 2017 from all MSOs.

At the outset, the note says that during the implementation of Digital Addressable System (DAS) which became operational from 1 April this year, a large number of complaints have been received on the following issues:

i)                   Non-issuance of payment receipts/computer bills,

ii)                Abrupt stoppage of services and/or channels by cable operators without any notice,

iii)              No fixed price of STBs- different operators charge different rates,

iv)              Non-filling up of CAF,

v)                 Non-operationalisation of toll-free number for redressal of consumer grievances,

vi)              Non-creation of web-site for logging of complaints

vii)            Not providing a-la-carte choice of channels

viii)         Nodal officer name not notified

Rule 12(2) says MSOs and LCOs “shall devise a mechanism for grievance redressal of subscribers in respect of the services offered by them in such manner as may be specified by the Authority and inform the details thereof to the subscribers through the cable service or the website or any other appropriate means and such information shall also include the address and telephone number where a subscriber can file a complaint and the time period within which grievances are to be addressed, the manner of communication of the redressal to a subscriber and the feedback thereon from the subscriber.”

It added that under the Telecom Regulatory Authority of India regulations on Consumers Complaint Redressal (Digital Addressable Cable TV Systems) Regulations 2012 dated 14 May 2012, every MSO and the linked LCOs should have to:

i)      establish a 'web-based complaint monitoring system’ to enable the consumers to monitor the status of their complaints

ii)    establish a complaint centre in his service area and publicise the toll-free Consumer Care Number.

iii)  appoint or designate one or more Nodal Officers in every state in which it is providing its service.

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