Trai spells out service standards for CAS

The Telecom Regulatory Authority of India (Trai) today prescribed the quality of service standards to be observed by cable operators and multi-service providers (MSOs) in the conditional access service areas of Delhi, Mumbai, Kolkata and Chennai with effect from October 1 this year.

The regulations specify standards pertaining to connection, disconnection, transfer and shifting of cable services, set-top boxes, complaint redressal, billing procedure and positioning of channels.

The regulations were based on the inputs received during the process of Trai's consultation, keeping in mind that the industry would take time to adjust to the quality of service standards, a Trai release said.

MSOs and cable operators have also been asked to maintain 24-hour customer service centres, including a facility for automatic recording of complaints.

The regulator said complaints on redressal on billing should be addressed within 7 days from the date of notice. MSO and cable operators would also have to repair or replace set-top boxes within 24 hours of getting a complaint and refund security deposit within 7 days of the return of a set-top box.

Service providers will also have give a rebate for delays in activation or reactivation of a set-top box beyond 2 working days at Rs 15 per day for the first 5 days and Rs 10 per day for the subsequent period, the Trai release said.