MANUAL OF PRACTICE
1. Name and address of the distributors of television channel:
Dish TV India Limited
Registered Office: 18th Floor, A Wing, Marathon Futurex, N M Joshi Marg, Lower Parel,
Mumbai – 400013
Corporate Office: FC-19, Film City, Sector 16 A, Noida, 201301
2. Terms and conditions of service offered by Dish TV India Limited (“Dish TV”): Click Here
3. Name, designation and e-mail, contact telephone number, facsimile number and address
of the Nodal Officer: for details Click Here
4. Details of provisions for consumer protection as specified in these regulations:-
a. Disruption of broadcasting services related to television.— In case signals of
television channels to a subscriber are continuously disrupted for a period
exceeding seventy two hours, Dish TV shall reduce the subscription charges of the
subscriber by an amount equivalent to the proportionate distributor retail price
and network capacity fee in respect of such channels for the entire period of such
disruption:
Provided that the period of such disruption shall be calculated from the time the
complaint is registered by the subscriber:
Provided further that nothing contained in this sub-regulation shall apply in case
the disruption is caused due to natural calamities.
b. Price protection to subscribers.— In case, the broadcasting services related to
television have been availed by a subscriber with a lock-in period or the charges
for subscription of broadcasting services related to television are paid in advance
for a specific period by a subscriber in pursuance of any scheme offered by Dish
TV, Dish TV shall continue to provide such services for such period to the
subscriber without any increase in the price of subscription and without altering
the other terms of subscription to the disadvantage of the subscriber.
c. Temporary discontinuation/deactivation of service. –
i. The Subscriber may avail temporary deactivation only when he is active in
his subscription.
ii. Duration for which a subscriber can opt temporary deactivation is
minimum 15 days and multiples thereof.
iii. For a child connection, a subscriber can avail temporary deactivation policy
individually. However if the subscriber wishes to avail the same for the
parent connection, then the same must be availed for all the connections.
iv. Subscriber can avail temporary deactivation as many times as many times
they want
v. For reactivation, the Subscriber will have to pay in terms of the following:
a. Rs.25 as restoration fee if such services have remained suspended
continuously for a period not exceeding 3 months.
b. Rs.100 as re-activation fee if such services have remained suspended
continuously for a period exceeding 3 months.
d. Disconnection of broadcasting services related to television.— (1) Dish TV shall,
upon request from the subscriber, disconnect the connection of broadcasting services
related to television to such subscriber from the date indicated by the subscriber in
his request and refund the deposits due to the subscriber, subject to fulfilment of the
terms and conditions for providing services as agreed by Dish TV and the subscriber,
within seven days thereafter:
Provided that the subscriber shall make such request for disconnection at least fifteen
days prior to the requested date of disconnection.
(2
) D
ish TV shall not disconnect the broadcasting services related to television to a
subscriber without giving a prior notice of at least fifteen days to such subscriber
indicating the reasons for such disconnection and the period of fifteen days shall be
reckoned from the date of issue of such notice of disconnection to the subscriber.
(3)
T
he notice for disconnection of broadcasting services related to television referred
in sub regulation (2) shall be communicated by Dish TV by running scrolls on television
screen and sending Short Message Service (SMS) to the registered mobile number of
the subscriber:
Provided that it shall be permissible for Dish TV, in addition to sending the notice in
the above-referred manner, to employ other means of communicating the notice to
the subscriber such as e-mail, b-mail and other methods as may be deemed
appropriate.
e. Pre-paid billing and payment— (1) Dish TV shall, in case of pre-paid payments,
acknowledge such payments to the subscriber and ensure that the subscriber
management system is updated accordingly.
(
2) The billing cycle for pre-paid payment option shall be thirty days from the date of
activation of services.
(3) D
ish TV shall, on its website, maintain the records of billing and payment of
subscribers, for at least preceding six months and provide log-in access to the
subscribers to their accounts:
P
rovided that such records of subscriber shall contain itemised usage details of, —
(a) network capacity fee,
(b) rental charges for customer premises equipment, if any,
(c) charges for pay channels and bouquets of pay channels subscribed by subscriber
during the period of billing cycle,
(d) any other charges which has been levied in compliance with the provisions of
these regulations and,
(e) taxes in conformity with applicable laws.
(
4)
I
t shall be permissible for Dish TV to temporarily suspend the services of a prepaid
subscriber in case of non-availability of balance amount in his prepaid account:
P
rovided that in case the services of the subscriber remain suspended continuously
for a period of three months, such subscriber shall not be counted as an active
subscriber of the distributor and it shall be permissible for Dish TV to deactivate such
subscriber from subscriber management system:
P
rovided further that Dish TV shall upon the recharge of balance amount in
subscriber’s account, restore services and Dish TV may charge an amount not
exceeding rupees hundred as re-activation fee from the subscriber for restoration of
services if such services have remained suspended continuously for a period
exceeding three months
5. Procedure and benchmark for complaint redressal:
A. Complaints handling by customer care centre.— (1) Dish TV shall ensure that the customer
care centre, immediately upon receipt of a complaint from a subscriber, registers such
complaint each time and allots a unique number to be called the docket number:
P
rovided that the Authority may, if deemed necessary, specify a format for such docket
number.
(2) D
ish TV shall ensure that the customer care centre-
(
a)
at
the time of registering of the complaint, communicates 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
(b) on resolution of the complaint, communicates 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 the subscriber is not satisfied.
Time limit for redressal of complaints.— Dish TV shall adhere to the following time limits for
redressal of complaints of the subscribers-
(
a)
all c
omplaints shall be responded to within eight hours of receipt of the complaint:
p
rovided that complaints received after the office working hours 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 o
f
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;
(
f) no complaint, except billing related complaints referred to in clause (c), shall
remain unresolved beyond seventy two hours.
B. Redressal of complaints by nodal officers.—
(1
) Dish TV has appointed nodal officers for every State in which it is providing broadcasting
services related to television, for the redressal of complaints of subscribers.
(2
) In case a subscriber is not satisfied with the redressal of complaint by the customer care
centre, such subscriber may approach the nodal officer of Dish TV for redressal of his
complaint.
(3
) The nodal officer shall-
(a) register every complaint lodged by the subscribers;
(b) issue an acknowledgement to the subscriber within two days from date of
the receipt of the complaint indicating therein the unique complaint
number;
(c) redress such complaints of subscribers within ten days from the date of
receipt of the complaint and intimate the decision taken thereon in respect
of such complaint to the subscriber.
