Rights of the Con­sumer

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The ca­ble op­er­a­tor can­not change the com­po­si­tion of sub­scrip­tion pack­age sub­scribed to by the con­sumer dur­ing the first six month of sub­scrip­tion or dur­ing the en­tire pe­riod if sub­scrip­tion amount has been paid in ad­vance. How­ever, if the chan­nels are not avail­able in the plat­form of the ca­ble op­er­a­tor, the ca­ble op­er­a­tor shall re­duce the sub­scrip­tion charges payable by the con­sumer by an amount equiv­a­lent to the à-la-carte rate of such chan­nel from the date of dis­con­tin­u­ance of the chan­nel. What is the mode of pay­ment of sub­scrip­tion charges in DAS? The ca­ble op­er­a­tor of­fers the ca­ble ser­vices in DAS on both pre­paid and post­paid mod­els. It is up to the sub­scriber to choose the model of sub­scrip­tion.

The sub­scriber is billed gen­er­ally on a monthly ba­sis and the bill shall con­tain the ser­vice tax reg­is­tra­tion num­ber and the en­ter­tain­ment tax reg­is­tra­tion num­ber of the multi-sys­tem op­er­a­tor. If us­ing pre­paid, the con­sumer can ask for in­for­ma­tion re­lat­ing to the item­ized us­age charges show­ing ac­tual us­age of ser­vice, by pay­ing a rea­son­able cost to the op­er­a­tor as determined by the ca­ble op­er­a­tor for such de­tails.

Con­sumer Com­plaint Re­dres­sal

Con­sumers must note that it is manda­tory for ev­ery ca­ble op­er­a­tor to es­tab­lish a com­plaint cen­tre where the ser­vice-re­lated com­plaints and ser­vice re­quests can be placed by the con­sumer. The con­sumer care num­ber must be toll-free and the ca­ble op­er­a­tor should pro­vide a docket num­ber for each com­plaint. Be­sides, the ca­ble op­er­a­tor must have a Web-based com­plaint mon­i­tor­ing sys­tem where con­sumers can place their re­quest and mon­i­tor the sta­tus of their com­plaint. In case a con­sumer is not sat­is­fied with the re­dres­sal of his com­plaints through the com­plaint cen­tre, he can ap­proach the nodal of­fi­cer of the op­er­a­tor. There must be one or more nodal of­fi­cer in ev­ery state in which the ca­ble op­er­a­tor is pro­vid­ing the ser­vice.

The con­sumer com­plaints are to be re­sponded to within eight hours. The time limit for re­dress­ing com­plaints by the call cen­tre and nodal of­fi­cers has been given in the ‘qual­ity of ser­vice reg­u­la­tions’ for DAS. Th­ese reg­u­la­tions are avail­able on the TRAI web­site: www.trai.gov.in. The con­sumer can ask for de­tails of the schemes of­fered by the ca­ble op­er­a­tor and ask the ca­ble op­er­a­tor for terms and con­di­tions of sub­scrip­tion and us­ing the STB. The con­sumer can ask for re­ceipt for the pay­ment

made by him. The con­sumer can ask for de­tails of his bill un­der pre­paid sub­scrip­tion by pay­ing a rea­son­able amount fixed by the ca­ble op­er­a­tor. Con­sumer can sus­pend his ca­ble ser­vice for a pe­riod of one month to three months, giv­ing 15 days’ no­tice in ad­vance. The con­sumer is not re­quired to pay sub­scrip­tion charge ex­cept rental for STB (if any). The con­sumer has the right to seek re­dres­sal un­der Con­sumer Pro­tec­tion Act, 1986, or any other law for the time be­ing en­forced.

In­for­ma­tion source: TRAI web­site

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