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LUCKNOW: In the haste to install set-top boxes in the city, cable operators have overlooked a crucial step - that of filling in the Cable Access Form (CAF) before installation of the device.
The purpose behind mandating Digital Addressable System (DAS) was to identify the actual number of cable viewers in the country. But with most customers not filling in the form, the purpose still remains defeated.
Cable Service Consumer Protection Committee claims that under the deadline pressure, almost all operators have skipped the process of getting the CAF filled. They instead took copies of their ID cards, only to fill in customers' details later. There are chances of error as now the operators have to fill in details of lakhs of customers in one go.
Committee's president Ambika Prasad Ojha has alleged that all irregularities done while filling in the forms have been done in connivance with MSOs (multiple-system operator) as they would be liable to pay taxes on all connections which get registered. "They are intentionally not reporting the exact number of connections so that they may evade taxes, " claimed Ojha.
He also questioned why have the operators not got CAF filled by the customers on the spot and had to wait for the last minute. These forms after being filled in have to be sent to Delhi for verification and uploading in the main data centre, post which the companies would issue DAS forms to customers. This is the next phase that would require customers to tell the number of channels they would like to watch.
DAS form is a more customised form which would seek details about cable consumption pattern like number of channels and rates per month which a customer has to pay. Reportedly, the MSOs are going to launch their rate-cards for various channels in a month's time.
JV partner with one of the prominent MSO in Lucknow says that rates would be based on TRAI's norms, ranging between Rs 150 up to Rs 400 per month. The rates of various channels are decided according to a preset format like Rs 25-30 as entrainment tax, Rs 5 for a channel, Rs 55 for a pay channel, Rs 70 for operator service, service tax etc. The JV partner accepted that their operators did not fill in CAF while installing the device, as at that time their major concern was meeting the target within the deadline. He said that incomplete and false details in a CAF would lead to wrong billing, creating more confusion.
He, however, maintained that it was operators' responsibility to get the correct details filled in. "The bills would be sent to operators directly and not to the consumers, so it is an operator who would be responsible for collecting the revenue. Let them face the heat if they have been careless", he added.
However, the other side of the story is that many consumers have complained that operators never carried forms while installing set-top boxes. They always maintained that MSOs were not providing them with forms. To this, Ojha questions, "It is MSO's responsibility to see if a customer is genuine before activating the set-top box. Why did they activate devices before verifying customer's identity? Also, why didn't they issue any rate card before applying the new system?"
He says that had the companies provided rate cards earlier, customers would have been clear about rates and have chosen between a set-top box or a DTH, depending on affordability.
Meanwhile, DEN -- the major set-top box supplier company in Lucknow -- said it would soon launch its website - Welcome - to address consumer grievances and help them in filling DAS forms online.
The company is planning to give newspaper insertions soon about the format of the DAS form so that people get aware about filling in details correctly. DEN holds about 90% market share in Lucknow and also has an exclusive helpline for its customers - 18004192020.
Set-top boxes installed, but cable operators miss vital link - The Times of India
The purpose behind mandating Digital Addressable System (DAS) was to identify the actual number of cable viewers in the country. But with most customers not filling in the form, the purpose still remains defeated.
Cable Service Consumer Protection Committee claims that under the deadline pressure, almost all operators have skipped the process of getting the CAF filled. They instead took copies of their ID cards, only to fill in customers' details later. There are chances of error as now the operators have to fill in details of lakhs of customers in one go.
Committee's president Ambika Prasad Ojha has alleged that all irregularities done while filling in the forms have been done in connivance with MSOs (multiple-system operator) as they would be liable to pay taxes on all connections which get registered. "They are intentionally not reporting the exact number of connections so that they may evade taxes, " claimed Ojha.
He also questioned why have the operators not got CAF filled by the customers on the spot and had to wait for the last minute. These forms after being filled in have to be sent to Delhi for verification and uploading in the main data centre, post which the companies would issue DAS forms to customers. This is the next phase that would require customers to tell the number of channels they would like to watch.
DAS form is a more customised form which would seek details about cable consumption pattern like number of channels and rates per month which a customer has to pay. Reportedly, the MSOs are going to launch their rate-cards for various channels in a month's time.
JV partner with one of the prominent MSO in Lucknow says that rates would be based on TRAI's norms, ranging between Rs 150 up to Rs 400 per month. The rates of various channels are decided according to a preset format like Rs 25-30 as entrainment tax, Rs 5 for a channel, Rs 55 for a pay channel, Rs 70 for operator service, service tax etc. The JV partner accepted that their operators did not fill in CAF while installing the device, as at that time their major concern was meeting the target within the deadline. He said that incomplete and false details in a CAF would lead to wrong billing, creating more confusion.
He, however, maintained that it was operators' responsibility to get the correct details filled in. "The bills would be sent to operators directly and not to the consumers, so it is an operator who would be responsible for collecting the revenue. Let them face the heat if they have been careless", he added.
However, the other side of the story is that many consumers have complained that operators never carried forms while installing set-top boxes. They always maintained that MSOs were not providing them with forms. To this, Ojha questions, "It is MSO's responsibility to see if a customer is genuine before activating the set-top box. Why did they activate devices before verifying customer's identity? Also, why didn't they issue any rate card before applying the new system?"
He says that had the companies provided rate cards earlier, customers would have been clear about rates and have chosen between a set-top box or a DTH, depending on affordability.
Meanwhile, DEN -- the major set-top box supplier company in Lucknow -- said it would soon launch its website - Welcome - to address consumer grievances and help them in filling DAS forms online.
The company is planning to give newspaper insertions soon about the format of the DAS form so that people get aware about filling in details correctly. DEN holds about 90% market share in Lucknow and also has an exclusive helpline for its customers - 18004192020.
Set-top boxes installed, but cable operators miss vital link - The Times of India
