New Delhi : In today’s digital broadcasting scenario consumer wants more and more transparency in the packages offered by the broadcasters but it is observed that the terms and conditions are not widely published for information of the consumers, which results in large number of complaints, said R S Sharma, chairman of TRAI.
To address consumer’s concern The Telecom Regulatory Authority of India (TRAI) has released ‘Telecommunication (Broadcasting and Cable) Services, Standards of Quality of Services and Consumer Protection (Addressable System) Regulations 2017’, added the chairman while addressing the media on Monday.
He said TRAI has been issuing QoS regulations from time to time to ensure protection of consumers and orderly growth of the broadcasting sector. In today’s digital broadcasting scenario, consumers can access TV channels from multiple platforms such as cable TV, DTH, IPTV, etc. Today a large number of TV channels are available to the consumers. However, majority of them still remain unaware and are unable to exercise their choice. They often find difficult to know the price of the channels, bouquets and other terms and conditions for subscription. The consumers need a set-top-box which is basic equipment required for receiving TV channels. It should be provided by the service providers to the consumers in a transparent manner clearly specifying the cost, ownership and maintenance provisions etc. It is also observed that consumers are charged even though the services remain interrupted and sometimes their service compositions are also modified without their specific consent, further added Sharma.
Chairman said that to empower the consumers regarding subscription of channels and to protect their interests, TRAI has introduced measures using ICTs for improving the QoS. The service providers have been mandated to create a dedicated ‘consumer corner’ and ‘subscriber corner’ links on their websites, which shall contain relevant information for the benefit of consumers in standardised format. He said that it has been made mandatory for the service providers to publicise service related information to consumers through their dedicated consumer care programming service.
Further, it is also decided that name and price of all channels available on a service provider’s platform are to be transparently shown in the electronic programme guide to help the consumers to make appropriate choice. To protect the interests of consumers, TRAI has also decided to restrict the service providers from changing the composition of the subscribed services without consent of the subscriber and such consent shall be recorded to resolve any dispute later. The service providers are prohibited from charging the subscribers for the duration of continuous interruption exceeding 72 hours.
