Cable TV digitization across the country has been mandated since April 7, 2017. During the implementation of digitalization, a large number of complaint has been received on issues such as non-issuance of payment receipts/computer, abrupt stoppage of services or channels operators without any notice, no fixed price of STBs, non-filling up of CAF, non-operationalization of to'-free number for redressal of consumer grievances, non-creation of website for logging of complaints, not providing a- la-carte choice of channels and nodal officer name not notified.
MIB has asked cable operators and multi system operator to devise a mechanism for grievance redressal of subscribers’ services under Rule 12(2) of the Cable Television Networks Rules, 1994.
As per TRAI's regulations on consumers complaint Redressal (Digital Addressable Cagle,TV Systems) Regulations, 2021 every MSO and the linked LCOs should have an established web based complaint monitoring system, to enable the consumers to monitor the status of their complaints, established a complaint center in his service area and publicize the toll-free consumer care number, appoints or designate one or more Nodal officers in every state in which it is providing its service.
MSOs need confirm that the grievance redressal mechanism as mandated by TRAI is in place and furnish the details within 15 days by September 25, 2017. – Broadcast and CableSat Bureau