The QOS Regulations, 2017 explicitly provides for clarity over the ownership of STB. The framework mandates that distributors should provide STB through an outright purchase scheme, rental scheme and any combinations thereof. The Distributor of television channels or its linked local cable operators, as the case may be, must specify the retail price of STB along with details on guarantee/warranty period.
The framework stipulates a minimum guarantee/ warranty of one year under outright purchase scheme. The ownership of such customer premises equipment shall rest with the subscriber.
Page 6 of 7 Under the rental scheme or bundled scheme distributor or a cable operator is responsible for maintaining the Set Top Box. The MSO/ LCO has to maintain the STB in a good working condition for a minimum period of 3 years.
No. Distributor should not discontinue any bouquet or channels in a bouquet subscribed by a subscriber during period for which advance is paid by the subscriber if all the channels forming part of the bouquet is available on its platform. However if a channel is discontinued from the distribution platform, the subscriber will be provided with appropriate refund for the charges, if any paid in advance.
The interconnection regulations mandate broadcasters to offer a-la-carte rates to all Distributors. Therefore, Distributors are required to provide channels on a-la-carte basis as well to the subscribers. Any violation of the provisions of regulations will be dealt with as per the provisions of TRAI Act.
For redressal of complaints, the Distributor shall establish a customer care centre which shall contain toll free customer care number having sufficient number of lines, interactive voice response system having 3 levels. Further, the details of complaints redressal shall be published on its website and also use different means such as SMS, TV scrolls, printing in bills etc.
Every Distributor of television channels or its linked local cable operator, shall ensure privacy and protection of subscribers’ personal information and the same shall not be used for any other purpose except in accordance with law
