Sateesh_Hyd
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Hello,
While browsing the TRAI site I have observed the recent norms which will be a tight slap to majority of the DTH service provder.
The following are the major highlights
Response time for Customer Care Centre:
(i) Response time for calls made on Toll Free “Consumer Care Number” by the subscriber, shall be ;
(a) Eighty percent of calls to be answered (voice to voice) by a person (other than by electronic means) within sixty seconds;
(b) Ninety per cent of calls to be answered (voice to voice) by a person (other than by electronic means) within ninety seconds
Complaints handling by Customer Care Centre .—
(1) Every Customer Care Centre shall, immediately on receipt of a complaint from a subscriber, register such complaint and allot a unique number to be called the docket number; Provided that the Authority may, if deemed necessary, specify a format for docket number.
(2) Every customer care centre shall,—
(i) at the time of registering of the complaint, communicate to the subscriber the docket number, date and time of registration of the complaint and the time within which the complaint is likely to be resolved; and
(ii) on resolution of the complaint , communicate to the subscriber, the details of the action taken on the complaint; and also the name and contact number of the Nodal officer for further redressal of complaint, if not satisfied
Time limit for redressal of complaints .—
(1) Every distributor of TV channels or local cable operator, as the case may be, shall adhere to the following time limits for redressal of complaints of the subscribers :-
(a) all complaints shall be responded to within eight hours of receipt of the complaint: Provided that complaints received during the night shall be responded by the next working day:
(b) at least ninety percent of all ‘no signal’ complaints received shall be redressed and signal restored within twenty four hours of receipt of such complaint;
(c) all complaints relating to billing shall be redressed within seven days of receipt of the complaint from the subscriber and refunds, if any, shall be made to such subscriber within thirty days of receipt of the complaint.
(d) at least ninety percent of all other complaints not covered under clause (b) and clause(c) shall be redressed within forty eight hours of receipt of such complaints.
(e) no complaint, except billing related complaints referred to in clause (c),shall remain unresolved beyond seventy two hours
No distributor of TV channels shall discontinue distribution of a-la-carte channel(s) and bouquet(s) without giving prior notice of fifteen days to its subscribers and such notice shall be given wide publicity through multiple means such as scrolls on TV screen, e-mail, short messaging service (SMS), Home channel and customer care channels. Provided that nothing contained in this sub-regulation shall apply in case the discontinuance in the provision of services has been caused by natural calamities.
HOPE THESE POINTS WILL PROTECT CUSTOMERS
Source : http://www.trai.gov.in/WriteReaddata/ConsultationPaper/Document/Draft_QoS_Regulations_10_10_2016.pdf
Regards
Sateesh
While browsing the TRAI site I have observed the recent norms which will be a tight slap to majority of the DTH service provder.
The following are the major highlights
Response time for Customer Care Centre:
(i) Response time for calls made on Toll Free “Consumer Care Number” by the subscriber, shall be ;
(a) Eighty percent of calls to be answered (voice to voice) by a person (other than by electronic means) within sixty seconds;
(b) Ninety per cent of calls to be answered (voice to voice) by a person (other than by electronic means) within ninety seconds
Complaints handling by Customer Care Centre .—
(1) Every Customer Care Centre shall, immediately on receipt of a complaint from a subscriber, register such complaint and allot a unique number to be called the docket number; Provided that the Authority may, if deemed necessary, specify a format for docket number.
(2) Every customer care centre shall,—
(i) at the time of registering of the complaint, communicate to the subscriber the docket number, date and time of registration of the complaint and the time within which the complaint is likely to be resolved; and
(ii) on resolution of the complaint , communicate to the subscriber, the details of the action taken on the complaint; and also the name and contact number of the Nodal officer for further redressal of complaint, if not satisfied
Time limit for redressal of complaints .—
(1) Every distributor of TV channels or local cable operator, as the case may be, shall adhere to the following time limits for redressal of complaints of the subscribers :-
(a) all complaints shall be responded to within eight hours of receipt of the complaint: Provided that complaints received during the night shall be responded by the next working day:
(b) at least ninety percent of all ‘no signal’ complaints received shall be redressed and signal restored within twenty four hours of receipt of such complaint;
(c) all complaints relating to billing shall be redressed within seven days of receipt of the complaint from the subscriber and refunds, if any, shall be made to such subscriber within thirty days of receipt of the complaint.
(d) at least ninety percent of all other complaints not covered under clause (b) and clause(c) shall be redressed within forty eight hours of receipt of such complaints.
(e) no complaint, except billing related complaints referred to in clause (c),shall remain unresolved beyond seventy two hours
No distributor of TV channels shall discontinue distribution of a-la-carte channel(s) and bouquet(s) without giving prior notice of fifteen days to its subscribers and such notice shall be given wide publicity through multiple means such as scrolls on TV screen, e-mail, short messaging service (SMS), Home channel and customer care channels. Provided that nothing contained in this sub-regulation shall apply in case the discontinuance in the provision of services has been caused by natural calamities.
HOPE THESE POINTS WILL PROTECT CUSTOMERS
Source : http://www.trai.gov.in/WriteReaddata/ConsultationPaper/Document/Draft_QoS_Regulations_10_10_2016.pdf
Regards
Sateesh