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Photo: Pradeep Gaur/Mint
Photo: Pradeep Gaur/Mint

Trai starts consultation process for consumer protection

Trai has put out a new consultation paper on quality of services in digital addressable systems which include DTH operators, IPTV, and cable TV

New Delhi: The Telecom Regulatory Authority of India (Trai) on Thursday put out a new consultation paper on the issues related to the quality of services in digital addressable systems and consumer protection to facilitate transparency and growth in the broadcast sector.

The quality of service norms include consumers’ right to information relating to services such as subscription, maintenance, complaint redressal and consumer protection.

The digital addressable systems include direct to home (DTH) operators, and Internet protocol television (IPTV) and cable TV.

Currently, there are six DTH operators, two IPTV operators, and a large number of multi-system operators (MSOs) providing pay TV services through addressable systems in the country.

With this consultation paper, the regulator aims to come up with consumer protection norms and a comprehensive framework for consumer complaint redressal in an effort to provide better choice to the consumers and protect their interests.

According to a statement issued by the regulator, consumer choices and their consumption patterns are changing with multiple addressable systems coming into the picture. “Well-defined quality of service and consumer protection norms would help consumers to avail services of their choice," Trai said in the statement.

“A comprehensive framework for consumer complaint redressal would immensely help subscribers to register their complaints easily and get their grievance redressed in a time bound manner, leading to enhanced consumer satisfaction," it added.

The authority has sought comments from various stakeholders by 17 June and counter comments by 1 July to develop unified regulatory framework for addressable systems and to make consumers aware of the choice of services, terms and conditions of services, and providing ease of subscription. The stakeholders include DTH operators, IPTV operators, HITS operators, MSOs and subscribers.

The regulator also said that it aims to encourage the use of modern information and communication technologies to provide better quality of experience to consumers.

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