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Central Acts and Rules Amended and Updated
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      • 1. Short title and commencement
      • 2. Definitions
      • 3. Obligation of every direct to home operator to give direct to home service
      • 4. Option to provide Direct to Home Customer Premises Equipment on out right purchase or hire purchase or rent
      • 4-A. Obligation of Direct to home operator to provide repair and maintenance of Direct to Home Customer Premises Equipment
      • 5. Procedure for direct to home service connection, disconnection or shifting
      • 6. Discontinuing exhibiting of any channel only after notice
      • 7. Discontinuing direct to home service to any direct to home subscriber
      • 8. Prohibition to disable Direct to Home Set Top Boxes
      • 9. No increase of subscription for direct to home service for six months
      • 9-A. No change in composition of a subscription package during first six months of enrolment or during the period of validity of subscription paid in advance
      • 9-B. Notice before change in composition of a subscription package
      • 10. No charges to be levied during discontinuance of direct to home service
      • 11. Billing for post-paid direct to home subscribers
      • 12. Providing usage details in respect to pre-paid direct to home service
      • 13. Establishment of Call Centre
      • 14. Procedure for handling request or complaint by Call Centres
      • 15. Time limit for redressal of grievance of the direct to home subscriber by Call Centres
      • 16. Appointment or designation of Nodal officer
      • 17. Redressal of Grievances of direct to home subscribers by Nodal officers
      • 18. Handling of grievances of direct to home subscriber by Nodal officers
      • 19. Time limit for redressal of complaints by Nodal officer
      • 20. Complaints forwarded to direct to home operator by Authority
      • 21. Manual of Practice for direct to home subscriber
      • 22. Identification of personnel of direct to home operator
      • 23. Inspection and auditing
      • 24. Intervention by Authority in certain cases
      • 25. Application of other laws not barred
      • 26. Right of direct to home subscriber to seek redressal under the Consumer Protection Act, 1986 or any other law for the time being in force
      • 27. Provisions of these regulations to apply to persons availing direct to home service before commencement of these regulations
      • 1. Short title and commencement
      • 2. Applicability
      • 3. Definitions
      • 4. Request for Provision of Domestic Leased Circuits or Local Lead of Domestic Leased Circuit
      • 5. Obligation of the specified service provider, to whom request has been made under regulation 4, to provide Domestic Leased Circuits or Local Lead of Domestic Leased Circuit(s)
      • 6. Maintenance of records in certain cases
      • 7. Tariff for Domestic Leased Circuits or Local Lead of Domestic Leased Circuit
      • 8. Provision for Domestic Leased Circuits or Local Lead of Domestic Leased Circuit on "Rent and Guarantee Terms" or "Special Construction basis" or "Contribution basis" in certain cases
      • 9. Security and monitoring arrangements (including lawful interception) in relation to Domestic Leased Circuits
      • 10. These regulations not to apply in certain cases
      • 11. Application of other laws not barred
      • 12. Inspection and auditing
      • 1. Short title and commencement.
      • 2. Definitions.
      • 3. Provision for interconnection to all Eligible Service Providers.
      • 4. Prohibition to deny to subscribers access to Intelligent Network.
      • 5. Switches to be capable of resolving the access codes allotted as per National Numbering Plan 2003.
      • 6. Obligation to follow Numbering plan.
      • 7. Intelligent Network Services to be launched after obtaining access code allocation.
      • 8. Network equipment (including circuit or packet switches) to conform to the International Telecommunication Union and Telecommunication Engineering Centre standards and Standards of the industry.
      • 9. Compliance with Quality of Service standards.
      • 10. Intelligent Network Services under commercial and technical arrangements or agreement.
      • 11. Usage Charges under the arrangements or agreement entered under sub-regulation (2) of regulation 10.
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. Provision of access to cable landing station and related international submarine cable capacity by owner of cable landing station.
      • 4. Application by eligible Indian International Telecommunication Entity for access facilitation to cable landing station and related international submarine cable capacity.
      • 5. Confirmation by the owner of cable landing station after receipt of application under regulation 4.
      • 6. Entering into an agreement for providing Access Facilitation.
      • 7. Demand for access to Reference Capacity.
      • 8. Ensuring provision of backhaul circuit by eligible Indian International Telecommunication Entity.
      • 9. Testing of Reference Capacity proposed to be acquired by eligible Indian International Telecommunication Entity.
      • 10. Access Facilitation Charges and payment terms.
      • 11. Capacity up-gradation and payment for capacity up-gradation charges by eligible Indian International Telecommunication Entity.
      • 12. Cancellation charges.
      • 13. Termination or discontinuance of Access Facilitation by owner of cable landing station.
      • 14. Restoration of Access Facilities.
      • 15. Application by eligible Indian International Telecommunication Entity for provisioning of Co-location space.
      • 16. Co-location charges and payment terms.
      • 17. Allocation of alternative Co-location space.
      • 18. Additional Co-location space and Co-location equipment.
      • 19. Installation of Co-location Equipment by eligible Indian International Telecommunication Entity.
      • 20. Authorization for physical access for Co-location space at cable landing station.
      • 21. Prohibition to sub-lease the Co-location space.
      • 22. The Co-location space to be used for the purpose of accessing submarine cable capacity in the cable landing station by the eligible Indian International Telecommunication Entity.
      • 23. Termination of lease of Co-location space.
      • 24. No obligation of owner of cable landing station to place Co-location equipment of the eligible Indian International Telecommunication Entity adjacent to each other.
      • 25. Period of Co-location agreement.
      • 26. Reporting Requirements.
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. Access Facilitation Charges on or after 1st January, 2013.
      • 4. Colocation charges on or after 1st January, 2013.
      • 5. Review.
      • 1. (1)
      • 2. (2)
      • 1. Short title, extent and commencement
      • 2. Definitions
      • 3. Purpose of laying down the Code of Practice for metering and billing accuracy
      • 4. Code of Practice for metering and billing accuracy
      • 5. Review
      • 6. Auditing of metering and billing system
      • 7. Explanatory memorandum
      • 8. Interpretation
      • 1. Short title, extent and commencement
      • 2. Definitions
      • 3. Benchmarks for Quality of Service (QoS) Parameters
      • 4. Reporting requirement
      • 5. Registration of Demands for Broadband Connections
      • 6. Auditing
      • 7. Customer Perception of Service
      • 8. Broadband Connection Speed (download)
      • 9. Review
      • 10. Interpretation
      • 11. Explanatory memorandum
      • 1. Short title, extent and commencement
      • 2. Definitions
      • 3. Contents of the Register
      • 4. Confidential portion of the Register
      • 5. Registration of Interconnect Agreement
      • 6.
      • 7.
      • 8. Access to the Register
      • 9.
      • 10.
      • 11.
      • 12. Levy of fees and other charges
      • 13. General
      • 1. Short title, extent and commencement.
      • 2. Criteria for Registration of consumer organisation/NGOs.
      • 3. Rules Governing Registration.
      • 4. Interaction with TRAI.
      • 5. Mode of Data sharing.
      • 6. Review.
      • 7. Explanatory Memorandum.
      • 8. Interpretation.
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. Purpose of laying down Quality of Service Parameters.
      • 4. Quality Of Service Benchmarks for Dial-up access to the ISP Node.
      • 5. Quality of Service Benchmarks for Leased Line Access Service.
      • 6. Review.
      • 7. Explanatory Memorandum.
      • 8. Over-riding Effect.
      • 9. Interpretation.
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. Purpose of laying down Quality of Service Parameters.
      • 4. Quality of Service (QoS) Parameters.
      • 5. Review.
      • 6. Explanatory Memorandum.
      • 7. Over-riding Effect.
      • 8. Repeal and Saving.
      • 9. Interpretation.
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. Procedure for cable service connection, disconnection or shifting.
      • 4. Contents of application formats.
      • 5. Provision of cable service to every person subject to technical and operational feasibility.
      • 6. Response and time limit for providing connection.
      • 7. Communication of technical or operational non-feasibility.
      • 8. Discontinuing cable service to subscriber only after prior notice.
      • 9. Provision of bills and receipts to subscribers.
      • 10. Requirements of billing system.
      • 11. Establishment of help desk.
      • 12. Handling of complaints, etc.
      • 13. Provision of power back-up.
      • 14. Carrying of photo identification and proper behaviour by representatives of the cable operators and multi system operators.
      • 15.
      • 16. Arrangements for repairs or replacement of decoder or set top box supplied by the cable operator or multi system operator.
      • 17. Notice to subscribers before taking off channels from cable television network.
      • 18.
      • 19.
      • 20.
      • 21.
      • 22.
      • 23.
      • 24.
      • 1. Short title, commencement and application.
      • 2. Definitions.
      • 3. Quality of Service Parameters in respect of which compliance reports are to be submitted to the Authority.
      • 3A. Consequences for failure of basic service providers to meet the Quality of Service benchmarks.
      • 4. Quality of Service parameters in respect of which compliance is to be monitored by the service provider.
      • 5. Quality of Service parameters in respect of which compliance reports are to be submitted to the Authority.
      • 5A. Consequences for failure of cellular mobile telephone service providers to meet the Quality of Service benchmarks.
      • 6. Quality of Service parameter in respect of which compliance is to be monitored by the service provider.
      • 6A. Duration of alert for the called party.
      • 7. Quality of Service parameters to be reflected in customer perception of service.
      • 8. Record Keeping.
      • 9. Reporting.
      • 9A. Consequences for failure of the service providers to submit compliance report.
      • 10. Publication.
      • 11. Review.
      • 12. Overriding Effect.
      • 13. Repeal and Saving.
      • 14. Interpretation.
      • 1. Short title, extent and commencement
      • 2. Definitions
      • 3. Provisions relating to connection, disconnection, transfer and shifting of cable service in CAS areas
      • 4. Provisions relating to complaint handling and redressal in respect of cable services in CAS areas
      • 5. Billing Procedure and billing related complaints in respect of cable services in CAS areas
      • 6. STB related issues and complaints in respect of cable services in CAS areas
      • 7. Change in positioning of channels/Taking the channel off air in respect of cable services in CAS areas
      • 8. Technical Standards
      • 9. Monitoring of performance of quality of service standards in respect of cable services in CAS areas
      • 10. Public awareness campaign in CAS areas
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. Amendment and Annulment.
      • 4. Interpretation.
      • 5. Levy of Fees.
      • 6.
      • 1. Short title, extent and commencement
      • 2. Definitions
      • 3. Fee and other charges
      • 4. Review
      • 5. Explanatory memorandum
      • 6. Interpretation
      • 1. Title, extent and commencement.
      • 2. Definition.
      • 3. General.
      • 4. Interpretation.
      • 5. Meetings for transaction of Business and Procedure to be followed.
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      • 16.
      • 1. Short title and commencement.
      • 2. Definitions.
      • 3.
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      • 19.
      • 20.
      • 21.
      • 22. Prescription of fee/ charges by Access Providers.
      • 23.
      • 24. Distributed Ledger(s) for Complaints.
      • 25. Complaint Mechanism.
      • 26. Record keeping and reporting.
      • 27.
      • 28. Consequences for contravention of the provisions of regulations by Access Providers.
      • 29. Examination of telecom resources put under outgoing Usage Cap or having been disconnected.
      • 30.
      • 31.
      • 32.
      • 33. Power to appoint inquiry committee.
      • 34.
      • 35.
      • 36.
      • 37.
      • 38. Repeal and Saving.
      • 1. Short title, commencement and application.
      • 2. Definitions.
      • 3. Startup Kit.
      • 4. Vouchers.
      • 5. Colour band on paper vouchers.
      • 6. Information to prepaid consumers on activation of a voucher.
      • 7. Information to prepaid consumers relating to usage.
      • 8. Past Usage details in respect of prepaid mobile connections.
      • 9. Establishment of facility for providing information about the account of the consumer.
      • 10. Premium Rate Service and Value Added Service.
      • 11. Deactivation of cellular mobile telephone connection of prepaid consumer due to nonusage.
      • 12. Automatic Number Retention scheme for prepaid consumers.
      • 13. Safe Custody scheme for postpaid consumers.
      • 14. The grace period for reactivation.
      • 15. Communication of information to the consumer.
      • 17. Default status of international mobile roaming service.
      • 18. Information to consumers on activation of international mobile roaming service.
      • 19. Information to consumers on selection of tariff.
      • 20. Information to consumer as soon as the mobile equipment is switched on by the consumer in the visiting country.
      • 21. Information to consumers at different stages of exhaustion of entitled data usage while roaming internationally as per the selected tariff.
      • 22. Information to the consumer who may initiate use of international mobile roaming service in a country or area not covered by the tariff subscribed or where the applicable tariff differs from the subscribed tariff.
      • 23. Establishment of facility for providing information about the account of the consumer while roaming internationally.
      • 1. Short title, commencement and application
      • 2. Definitions
      • 3. Establishment of Call Centre
      • 4. Procedure for handling grievances by Call Centres
      • 5. Time limit for redressal of grievance of consumers by Call Centres
      • 6. Appointment of Nodal officer
      • 7. Redressal of Consumer Grievances by Nodal officers
      • 8. Handling of grievances of consumers by Nodal officers
      • 9. Time limit for redressal of complaints by Nodal officer
      • 10. Appointment of appellate authority
      • 11. Appeal to appellate authority of service provider for redressal of consumer grievances
      • 12. Composition of appellate authority for redressal of grievances of the consumers
      • 13. Intimation of appointment of appellate authority
      • 14. Remuneration
      • 15. Secretariat of an appellate authority
      • 16. Disposal of appeal by appellate authority
      • 17. Reporting requirements
      • 18. Status of appeals
      • 19. Complaints referred to service providers by Authority
      • 20. Manual of Practice for handling consumer complaints
      • 21. Providing usage details in respect to pre-paid mobile connections
      • 22. Consumer Grievance Redressal Mechanism by other service provider in certain cases
      • 23. Inspection and auditing
      • 24. Application of other laws not barred
      • 25. Right of consumers to seek redressal under the Consumer Protection Act, 1986 or any other law for the time being in force
      • 26. Reckoning of time limit for the purposes of these regulations
      • 27. These regulations not to apply in certain cases
      • 1. Short title and commencement
      • 2. Definitions
      • 3. The form and verification while filing an appeal
      • 4. Fee for filing an appeal
      • 5. Procedure for service of notices
      • 1. Short title and commencement.
      • 2. Definitions.
      • 3. Salary, allowances, etc. of the Chairperson.
      • 4. Leave.
      • 5. Contribution to Contributory Provident Fund.
      • 6. Other conditions of service.
      • 7. Applicability of rules.
      • 8. Terms and Conditions of Service of Members.
      • 9. Oath of Office and Secrecy.
      • 10. Declaration of financial or other interest.
      • 11. Residuary provision.
      • 12. Powers to relax.
      • 1. Short title, extent and commencement
      • 2. Definitions
      • 3. Request for confidentiality and decision thereon
      • 4. Seeking access to information
      • 5. Rejection of request for disclosure
      • 6. Exemption from disclosure of information
      • 7. Grounds for refusal of access to information
      • 8. Form of information
      • 9. Severability
      • 10. Information required for law enforcement
      • 11. Fee
      • 12. Explanatory memorandum
      • 13. General
      • 1. Short title and commencement.
      • 2. Definitions.
      • 3. Meeting allowance.
      • 4. Conveyance allowance.
      • 5. Oath of office and secrecy.
      • 6. Residuary matters.
      • 7. Powers to relax.
      • 1. Short title and commencement
      • 2. Definitions
      • 3. Furnishing of returns
      • 4. Preparation and submission of annual report
      • 1. Short title and Commencement.
      • 2. Definitions.
      • 3. Constitution of the Fund.
      • 4. Assets of the Fund.
      • 5. Administration of Funds and audit.
      • 6. Management of the Fund.
      • 7. Term of Office of the Board of Trustees.
      • 8. Resignation and cession of Trustee.
      • 9. Disqualification for the Trusteeship and removal.
      • 10. Meetings and Quorum.
      • 11. Minutes of the Meeting.
      • 12. Fees and Allowances.
      • 13. Conditions of eligibility.
      • 14. Nominations.
      • 15. Subscriber's Accounts.
      • 16. Conditions of subscriptions.
      • 17. Rates of subscription.
      • 18. Contribution by Authority.
      • 19. Transfer to Foreign Service or deputation out of India and Realization of subscriptions.
      • 20. Interest.
      • 21. Advances from the Fund.
      • 22. Recovery of Advance.
      • 23. Wrongful use of advance.
      • 24. Withdrawal from the fund.
      • 25. Conditions for withdrawal.
      • 26. Conversion of an advance into a withdrawal.
      • 27. Final withdrawal of accumulations in the Fund.
      • 28. Retirement of Subscriber.
      • 29. Procedure on death of a subscriber.
      • 30. Dismissal, resignation and cessation of service.
      • 31. Deductions.
      • 32. Manner of payment of amount in the Fund.
      • 33. Deposit Linked Insurance Scheme.
      • 34. Relaxation of the provisions of the rules in individual cases.
      • 35. Validation of contribution to the contribution made by the Authority and the subscriber, etc.
      • 1. Short title and commencement
      • 2. Definitions
      • 3. Annual Statement of accounts and other relevant records
      • 4.
      • 5. Authorised signatory
      • 1. Short title and commencement
      • 2. Definitions
      • 2-A.
      • 3.
      • 1. Short title and commencement.
      • 2. Definitions.
      • 3. Constitution of Officers' Cadre.
      • 4. Initial constitution of the Officers' Cadre.
      • 5. Method of Recruitment.
      • 6. Direct recruitment.
      • 7.
      • 8. Qualifications and age limit.
      • 9. Medical Examination.
      • 10.
      • 10A.
      • 11. Seniority.
      • 12.
      • 13.
      • 14. Constitution of Staff Cadre.
      • 15. Initial constitution of the Staff Cadre.
      • 16. Method of Recruitment.
      • 17. Direct recruitment.
      • 18.
      • 19. Qualifications and age limit.
      • 20. Medical Examination.
      • 21.
      • 21A.
      • 22. Seniority.
      • 23.
      • 24.
      • 25. Probation.
      • 26. Liability for service in or outside India.
      • 27. Discharge of Duties of Higher Grade and Lower Grade in Certain Cases.
      • 28. Pay fixation.
      • 29. Nationality.
      • 30. Superannuation.
      • 31. Disqualification.
      • 32. Power to relax.
      • 33. Interpretation.
      • 34. Removal of difficulties.
      • 1. Short title and commencement
      • 2. Definitions
      • 3. Filing of application
      • 1. Short title and commencement
      • 2. Definitions
      • 3. The Judge to conduct inquiry
      • 4. Powers of the Judge
      • 1. Short title and commencement
      • 2. Definitions
      • 3. ( i ) Salaries and allowances
      • 4. Oath of office and Secrecy
      • 5. Interpretation
      • 6. Residuary provision
      • 7. Power to relax
      • 1. Short title and commencement.
      • 2. Definitions.
      • 3. Categories of Officers and employees of the Authority and pay scales.
      • 4. Conditions of service.
      • 5. Salary and allowances payable to, and other conditions of service of, Consultant.
      • 6. Powers to relax.
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. Establishment and incorporation of Authority.
      • 4. Qualifications for appointment of Chairperson and other members.
      • 5. Term of office, conditions of service, etc., of Chairperson and other members.
      • 6. Powers of Chairperson and ViceChairperson.
      • 7. Removal and suspension of member from office in certain circumstances.
      • 8. Meetings.
      • 9. Vacancies, etc., not to invalidate proceedings of Authority.
      • 10. Officers and other employees of Authority.
      • 11. Functions of Authority.
      • 12. Powers of Authority to call for information, conduct investigations, etc.
      • 13. Power of Authority to issue directions.
      • 14. Establishment of Appellate Tribunal.
      • 14A. Application for settlement of disputes and appeals to Appellate Tribunal.
      • 14B. Composition of Appellate Tribunal.
      • 14C. Qualifications for appointment of Chairperson and Members.
      • 14D. Term of office.
      • 14E. Terms and conditions of service.
      • 14F. Vacancies.
      • 14G. Removal and resignation.
      • 14GA. Qualifications, terms and conditions of service of Chairperson and Member.
      • 14H. Staff of Appellate Tribunal.
      • 14I. Distribution of business amongst Benches.
      • 14J. Power of Chairperson to transfer cases.
      • 14K. Decision to be by majority.
      • 14L. Members, etc., to be public servants.
      • 14M. Transfer of pending cases.
      • 14N. Transfer of appeals.
      • 15. Civil Court not to have jurisdiction.
      • 16. Procedure and powers of Appellate Tribunal.
      • 17. Right to legal representation.
      • 18. Appeal to Supreme Court.
      • 19. Orders passed by Appellate Tribunal to be executable as a decree.
      • 20. Penalty for wilful failure to comply with orders of Appellate Tribunal.
      • 21. Grants by Central Government.
      • 22. Fund.
      • 23. Accounts and audit.
      • 24. Furnishing of returns, etc., to Central Government.
      • 25. Power of Central Government to issue directions.
      • 26. Members, officers and employees of Authority to be public servants.
      • 27. Bar of jurisdiction.
      • 28. Protection of action taken in good faith.
      • 29. Penalty for contravention of directions of Authority.
      • 30. Offences by companies.
      • 31. Offences by Government Departments.
      • 32. Exemption from tax on wealth and income.
      • 33. Delegation.
      • 34. Cognizance of offences.
      • 35. Power to make rules.
      • 36. Power to make regulations.
      • 37. Rules and regulations to be laid before Parliament.
      • 38. Application of certain laws.
      • 39. Power to remove difficulties.
      • 40. Repeal and saving.
      • 1. Short title and commencement
      • 2. Definitions
      • 3. Setting up of mechanism for registering request of subscribers for not receiving unsolicited calls
      • 4. Setting up the Private Do Not Call List
      • 5. Contents of the Private Do Not Call List
      • 6. Contents of the National Do Not Call Register
      • 7. Registration for not receiving unsolicited commercial communication
      • 8. Procedure for registration of requests for not receiving unsolicited commercial communication
      • 9. Withdrawal of request or option of subscribers relating to unsolicited commercial communication
      • 10. Updation of content in National Do Not Call Register
      • 11. Inclusion or exclusion of class or classes or type or category or categories of unsolicited commercial communication in the Private Do Not Call List and National Do Not Call Register
      • 12. Reporting requirements
      • 13. Registration of Telemarketer
      • 14. Undertaking from the Telemarketer
      • 15. Disconnection of Basic Telephone or Cellular Mobile Telephone connection or service in certain cases
      • 16. Complaint relating to unsolicited commercial communications and its consequences
      • 17. Service Provider not to send unsolicited commercial communications
      • 17-A. Consequences for failure of service providers to stop unsolicited commercial communications
      • 17-B. Factors to be taken into account by the Authority for deciding the amount of financial disincentive
      • 17-C. Power of Authority to order inquiry
      • 17-D. Composition of inquiry committee
      • 17-E. Procedure for holding inquiry for determining contravention of the provisions of regulation 7 or regulation 15 or regulation 16 or regulation 17
      • 17-F. Report of inquiry committee
      • 17-G. Service of notices
      • 17-H. Order for payment of amount by way of financial disincentive by Authority on report of inquiry committee
      • 17-I. Deposit of amount payable by way of financial disincentive under these regulations
      • 18. Confidentiality
      • 1. Short title and commencement.
      • 2. Definitions.
      • 3. General Provisions relating to interconnection.
      • 4. General Provisions relating to Reference Interconnection Offer.
      • 5. General Provisions relating to interconnection agreements.
      • 6. Disconnection of signals of TV Channel.
      • 7. Conversion of free to air channel into pay channel or a pay channel into free to air channel.
      • 8. Intervention by the Authority.
      • 9. Reporting Requirements.
      • 10. Composition of bouquet by the broadcasters.
      • 1. Short title, extent and commencement
      • 2. Definitions
      • 3. General provisions relating to non-discrimination in interconnect agreements
      • 4. Disconnection of TV channel signals
      • 4-A. Interconnection Agreements to be in writing
      • 5. Standard Interconnection Agreements
      • 6. Prohibition of minimum guarantee clause
      • 7. Conversion of a Free To Air channel/Pay channel
      • 8. Time period for renewal of existing agreements
      • 9. Finalising Subscriber Base at the time of first agreement
      • 10. Variation of Subscriber Base during validity of agreement
      • 11. Finalising Subscriber Base at the time of Renewal of agreement
      • 12. Monthly Subscriber Base Statement
      • 13. Reference Interconnect offer
      • 14. Explanatory Memorandum
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. Manner of offering of channels by broadcasters.
      • 4. Declaration of network capacity fee and manner of offering of channels by distributors of television channels.
      • 5.
      • 6. Reporting requirement by broadcasters.
      • 7. Reporting requirement by distributors of television channels.
      • 8. Designation of compliance officer and his obligations.
      • 9. Power of Authority to intervene.
      • 10. Repeal and Saving.
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. General obligations of broadcasters.
      • 4. General obligations of distributors of television channels.
      • 4A. Compliance to requirements of Addressable System by distributors of television channels.
      • 5. General obligations of service providers.
      • 6. Compulsory offering of channels on alacarte basis.
      • 7. Publication of reference interconnection offer by broadcaster for pay channels.
      • 8. Publication of reference interconnection offer by distributor of television channels.
      • 9. General provisions relating to interconnection agreements.
      • 10. Interconnection agreement between broadcaster and distributor of television channels.
      • 11. Territory of interconnection agreement.
      • 12. Interconnection agreement between distributor of television channels and local cable operator.
      • 13. NonApplicability to DTH operator.
      • 14. Subscription report and monthly fee.
      • 15. Audit.
      • 16. Change in the maximum retail price and the nature of a channel.
      • 17. Disconnection of signals of television channels.
      • 18. Listing of channels in electronic programme guide.
      • 19. Details of service providers.
      • 20. Designation of compliance officer and his obligations.
      • 21. Intervention by the Authority.
      • 22. Repeal and saving.
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. Provision of broadcasting services related to television.
      • 4. Procedure for new connection.
      • 5. Changes in subscription of broadcasting services related to television.
      • 6. Subscription of channels/bouquets.
      • 7. Deactivation of channels/bouquets from subscription.
      • 8. Notice of discontinuation and change in the nature of channel.
      • 9. Non availability of channels on distribution platform.
      • 10. Restriction on discontinuation and modification of subscribed bouquet during its lockin period when all the constituent channels are available on distribution platform.
      • 11. Introduction, discontinuation and modification of bouquets in other cases.
      • 12. Temporary suspension of broadcasting services related to television on request from a subscriber.
      • 13. Disruption of broadcasting services related to television.
      • 14. Relocation of connection.
      • 15. Interruption of broadcasting services related to television due to preventive maintenance.
      • 16. Disconnection of broadcasting services related to television.
      • 17. Price protection to subscribers.
      • 18. Billing.
      • 19. Generation of postpaid bill.
      • 20. Billing cycle for postpaid bill.
      • 21. Details of information in the postpaid bill.
      • 22. Delivery of postpaid bills and payment.
      • 23. Prepaid billing and payment.
      • 24. Supply and installation of the customer premises equipment.
      • 25. Customer care centre.
      • 26. Complaints handling by customer care centre.
      • 27. Time limit for redressal of complaints.
      • 28. Redressal of complaints by nodal officers.
      • 29. Complaints referred to the distributor of television channels by the Authority.
      • 30. Maintenance of records of complaints.
      • 31. Establishment of website.
      • 32. Customer care programming service.
      • 33. Public awareness campaign.
      • 34. Publicity of information by broadcasters.
      • 35. Prohibition of on screen display.
      • 36. Technical standards.
      • 37. Manual of Practice.
      • 38. Display of channels in EPG.
      • 39. Reporting to the Authority.
      • 40. Designation of compliance officer and his obligations.
      • 41. Identification of personnel.
      • 42. Privacy protection.
      • 43. Intervention by Authority.
      • 44. Application of other laws not barred.
      • 45. Repeal and Saving.
      • 1. Short title and commencement
      • 2. Definitions
      • 3. Excess Amount collected by service providers from the subscribers to be transferred to the Telecommunication Consumers Education and Protection Fund in certain cases
      • 4. Procedure for depositing the excess amount collected by service providers from the subscribers in the Consumers Education and Protection Fund
      • 5. Telecommunication Consumers Education and Protection Fund
      • 6. Utilisation of the Telecommunication Consumers Education and Protection Fund
      • 7. Constitution of committee
      • 8. Composition of committee
      • 9. Term of office of the committee
      • 10. Functions of the committee
      • 11. Meetings and quorum
      • 12. Minutes of the meeting
      • 13. Expenses of the committee
      • 14. Maintenance of accounts
      • 15. Audit of accounts and their publication
      • 16. Payment of money for making refund to subscribers
      • 17. Power of Authority to issue directions for utilisation of the Telecommunication Consumers Education and Protection Fund
      • 1. Short title, extent and commencement
      • 2. Definitions
      • 3. Interconnection charges
      • 4. Revenue sharing arrangements
      • 5. Reporting requirement
      • 6. Review
      • 7. Explanatory memorandum
      • 8. Interpretation
      • 1. Short title, extent and commencement
      • 2.
      • 2-A. Port charges on or after the 1st April, 2007
      • 3. Reporting requirement
      • 4. Review
      • 5. Explanatory memorandum
      • 6. Interpretation
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. Interconnection agreement.
      • 4. Procedure for entering into interconnection agreement.
      • 5. Bank guarantees.
      • 6. Seeking ports at POIs.
      • 7. Request for initial provisioning of ports.
      • 8. Request for augmentation of POIs.
      • 9. Framework for provisioning of ports.
      • 9A. Level of interconnection for PSTN to PSTN connectivity.
      • 10. Interconnection charges.
      • 11. Procedure for disconnection of POIs.
      • 12. Consequences for contravention of the provisions of these regulations.
      • 13. Power of the Authority to issue direction.
      • 1. Short title, extent and commencement
      • 2. Definitions
      • 3. Interconnection Charges
      • 4. Interconnection Usage Charges (IUC)
      • 5. Reporting requirement
      • 6. Review
      • 7. Explanatory memorandum
      • 8. Interpretation
      • 1. Short title and commencement
      • 2. Definitions
      • 3. Per Port Transaction charge
      • 4. Dipping charge
      • 5. Reporting requirement
      • 6. Intervention and review
      • 1. Short title and commencement.
      • 2. Definitions.
      • 3. Limits on Portability.
      • 4. Obligation to provide Mobile Number Portability.
      • 5. Obligation to set up mechanism for allocation of unique porting code.
      • 6. Eligibility Criteria for making a porting request.
      • 6A. Process to be performed by Mobile Number Portability Service provider before allocating unique porting code.
      • 7. Request for porting of mobile number.
      • 8. Action by Recipient Operator.
      • 9. Action by Mobile Number Portability Service provider.
      • 10. Action by Donor Operator.
      • 11. Porting of mobile number.
      • 12. Grounds for rejection of porting request by Donor Operator.
      • 13. Withdrawal of porting request.
      • 14. Rights and obligations of Donor Operator.
      • 15. Rights and obligations of Recipient Operator.
      • 16. Rights and obligations of Mobile Number Portability Service provider.
      • 17. Obligations of Access Providers, National Long Distance Operators and International Long Distance Operators.
      • 17A. Consequence for contravention of the provisions of regulation 6A, or regulation 8, or regulation 9 or regulation 10 or regulation 11 or regulation 12.
      • 18. Power of Authority to issue directions for specifying time limits for various activities for implementing number portability.
      • 19. Inspection and Auditing.
      • 1. Short title, extent and commencement.
      • 2. Definitions.
      • 3. Tariffs.
      • 4. Forbearance.
      • 5. Deposits.
      • 6. Flexibility and Packages.
      • 7. Reporting Requirement.
      • 8. Review of Tariffs.
      • 9. Publication of Tariffs.
      • 10. Non-discrimination.
      • 11. Terms and Conditions of Service.
      • 12. Explanatory Memorandum.
      • 13. Overriding Effect.
      • 14. Interpretation.
      • 1. Short title, extent and commencement.
      • 2.
      • 3. Interconnection Charges.
      • 4. Revenue Sharing Arrangements.
      • 5. Reporting Requirement
      • 6. Review.
      • 7. Explanatory Memorandum.
      • 8. Over-riding.
      • 9. Interpretation.

The Telecom Consumers Protection and Redressal of Grievances Regulations, 2007

Published vide Notification Gazette of India, Extra; Part 3, Section 4, dated 10.5.2007.

1043


Notification No. F. No. 303-10/2006-QoS, dated 4th May, 2007. - In exercise of the powers conferred upon it under section 36, read with sub-clauses (i) and (v) of clause (b) of sub-section (1) of section 11 of the Telecom Regulatory Authority of India Act, 1997 (24 of 1997), the Telecom Regulatory Authority of India hereby makes the following regulations, namely :-

CHAPTER I

Preliminary

1. Short title, commencement and application. - (1) These regulations may be called The Telecom Consumers Protection and Redressal of Grievances Regulations, 2007.

(2) They shall come into force on their publication in the Official Gazette.

(3) These regulations shall apply to -

(a) all service providers including Bharat Sanchar Nigam Limited and Mahanagar Telephone Nigam Limited, being the companies registered under the Companies Act, 1956 (1 of 1956) providing, -

(i) Basic Telephone Service;

(ii) Unified Access Services;

(iii) Cellular Mobile Telephone Service;

(b) all service providers (including the Bharat Sanchar Nigam Limited and the Mahanagar Telephone Nigam Limited) providing Broadband Service:

Provided that nothing contained in these regulations shall apply to an Internet Service Provider whose turnover in any preceding financial year does not exceed rupees five crores or whose total number of Broadband subscribers in any preceding financial year does not exceed ten thousand numbers, as the case may be.

2. Definitions. - In these regulations, unless the context otherwise requires,-

(a) "Act" means the Telecom Regulatory Authority of India Act, 1997 (24 of 1997);

(b) "appellate authority" means one or more persons appointed as appellate authority under regulation 10, by a service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1;

(c) "Authority" means the Telecom Regulatory Authority of India established under sub-section (1) of section 3 of the Act;

(d) "Basic Telephone Service" covers collection, carriage, transmission and delivery of voice or non-voice messages over licensee's Public Switched Telephone Network in licensed service area and includes provision of all types of services except those requiring a separate license;

(e) "Broadband" or "Broadband Service" means a data connection, -

(i) which is always on and is able to support interactive services including Internet access;

(ii) which has the capability of the minimum download speed of two hundred fifty six kilo bits per second or such minimum download speed, as may be specified by the licensor, from time to time, to an individual subscriber from the point of presence of the service provider intending to provide Broadband service where a multiple of such individual Broadband connections are aggregated and the subscriber is able to access these interactive services including the Internet through the said point of presence;

(iii) in which the interactive services shall exclude any services for which a separate license is specifically required (such as real-time voice transmission) except to the extent permitted, or, as may be permitted, under Internet service provider's license with internet telephony, and which shall include such services or download speed or features, as may be specified from time to time, by the licensor;

(f) "Call Centre" means a department or a section or a facility established under regulation 3 by the service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1 for redressal of grievances of its consumers by telephone or electronic means or by any other means;

(g) "Cellular Mobile Telephone Service"-

(i) means telecommunication service provided by means of a telecommunication system for the conveyance of messages through the agency of wireless telegraphy where every message that is conveyed thereby has been, or is to be, conveyed by means of a telecommunication system which is designed or adapted to be capable of being used while in motion;

(ii) refers to transmission of voice or non-voice messages over Licensee's Network in real time only but service does not cover broadcasting of any messages, voice or non-voice, however, Cell Broadcast is permitted only to the subscribers of the service,

(iii) in respect of which the subscriber (all types, pre-paid as well as post-paid) has to be registered and authenticated at the network point of registration and approved numbering plan shall be applicable;

(h) "consumer" means a consumer of a service provider falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1 and includes its customer and subscriber ;

(i) "Indian language" means a language specified in the Eighth Schedule to the Constitution;

(j) "Internet Service" means all types of Internet access or Internet content services as provided in the license;

(k) "License" means a license granted or having effect as if granted under section 4 of the Indian Telegraph Act, 1885 (13 of 1885) or the provisions of the Indian Wireless Telegraphy Act, 1933 (17 of 1933);

(l) "Manual" means the Manual of Practice for handling consumer complaints referred to in regulation 20;

(m) "Nodal Officer" means the officer appointed or designated under regulation 6 by a service provider falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1;

(n) "Public Switched Telephone Network" means a fixed specified switched public telephone network providing a two-way switched telecommunications service to the general public;

(o) "regulations" means the Telecom Consumers Protection and Redressal of Grievances of Regulations, 2007;

(p) "Schedule" means the Schedule annexed to these regulations;

(q) "Unified Access Services"-

(i) means telecommunication service provided by means of a telecommunication system for the conveyance of messages through the agency of wired or wireless telegraphy;

(ii) refers to transmission of voice or non-voice messages over Licensee's Network in real time only but service does not cover broadcasting of any messages, voice or non-voice, except, Cell Broadcast which is permitted only to the subscribers of the service;

(iii) in respect of which the subscriber (all types, pre-paid as well as post-paid) has to be registered and authenticated at the network point of registration and approved numbering plan shall be applicable;

(r) all other words and expressions used in these regulations but not defined, and defined in the Act and the rules and other regulations made thereunder, shall have the meanings respectively assigned to them in the Act or the rules or other regulations, as the case may be.

CHAPTER II

Redressal of Grievances of Telecom Consumers by Call Centres of Service Providers

3. Establishment of Call Centre. - (1) Every service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, shall, within sixty days from the date of commencement of these regulations, establish a "Call Centre" for redressal of grievances of its consumers, and, such Call Centre shall be accessible to its consumers round the clock during all days in a week:

Provided that the Consumer Grievance Redressal Mechanism, set up by the service providers (including the Bharat Sanchar Nigam Ltd., and the Mahanagar Telephone Nigam, Ltd.) at Call Centre level in accordance with the instructions of the Government of India, Ministry of Communications and Information Technology (Department of Telecommunications), Licensing Cell (Basic Services Group) vide No.16-6/2005-BS-II, dated the 22nd September, 2005, shall continue to be the Call Centre for the purposes of these regulations:

Provided further that a service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, who has been granted a license after the commencement of these regulations, shall establish, simultaneously with provision of services, a Call Centre for redressal of grievances of its consumers:

Provided also that a service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, who is providing,-

(a) different services in a licensed service area, may, at its option, set up one or more Call Centres, being common or separate, for such services being provided by it;

(b) services in two or more licensed service areas, may, at its option, set up one or more Call Centres, being common or separate, for one or more such service areas.

(2) Every service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, shall-

(a) employ or engage sufficient number of officers or employees at its Call Centres;

(b) earmark or allot or establish a basic telephone or cellular mobile telephone number having sufficient lines or connections to be called as the "toll free number" or "consumer care number" or "help line number" or "special number", as the case may be, at its Call Centres, so as to ensure compliance with the Quality of Service benchmarks for the parameter "Response Time to the Customer for Assistance" both for percentage of calls answered electronically by interactive voice response system (IVRS) and percentage of calls answered by operator (voice to voice) specified in the Regulation on Quality of Service of Basic and Cellular Mobile Services, 2005 (11 of 2005), dated the 1st July, 2005 published under F. No. 305-2/2005(QoS) Vol. II on the 8th July, 2005 and the Quality of Service of Broadband Service Regulations, 2006 (11 of 2006), dated the 6th October, 2006 published under No. 304-6/2004-QoS on the 10th October, 2006 in the Official Gazette, Part III, Section 4, as amended from time to time by the Authority.

(3) No call charges or short message service charges shall be levied upon, or payable by its consumers, for calls made, or, short message service sent, to the "toll free number" or "consumer care number" or "help line number" or "special number", as the case may be, referred to in clause (b) of sub-regulation (2).

(4) Every service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, shall, immediately on establishment of its Call Centre, give, through a public notice in a newspaper published in Hindi/English language and in a newspaper published in an Indian language in circulation in the area in which such service provider is providing services, and, through the telephone bills if issued by the service provider, the contact details including therein the "toll free number" or "consumer care number" or "help line number" of such Call Centres in respect of each licensed service area for which the Call Centres have been established and thereafter give such public notice at least once in twelve months in the same manner:

Provided that in case of change of Call Centres or change of its "toll free number" or "consumer care number" or "help line number", the same shall be intimated through public notice and telephone bills if issued by the service provider, in the same manner as provided in these regulations.

4. Procedure for handling grievances by Call Centres. - (1) Every service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, shall, ensure that the Call Centres, immediately on receipt of a complaint from a consumer,-

(a) register such complaint by allotting a unique identification number to be called the docket number:

Provided that a unique docket number assigned under sub-paragraph (i) of paragraph 8 in the Direction F. No. 303-6/2006-QoS, dated the 29th August, 2006 before the commencement of these regulations, shall be the docket number for the purposes of these regulations;

(b) communicate, at the time of lodging the complaint, the unique identification number to be called docket number, date and time of registration of the complaint, to the consumer;

(c) record details in respect of such complaint;

(d) intimate to the consumer,-

(i) through telephone or other electronic means or any other means; and

(ii) within the time limit specified in regulation 5, the action taken on the complaint; and

(e) intimate contact details of the Nodal Officer (including his name, telephone number and address) to the consumer in case the consumer is not satisfied with the redressal of his grievance or when requested by him.

5. Time limit for redressal of grievance of consumers by Call Centres. - (1) Every service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, shall, without prejudice to the time limits or periods specified in the Regulation on Quality of Service of Basic and Cellular Mobile Telephone Services, 2005 (11 of 2005), dated the 1st July, 2005 and the Quality of Service of Broadband Service Regulations, 2006 (11 of 2006), dated the 6th October, 2006, address the request or redress the grievances of its consumers, within the time limits or periods, and, in respect of matters or parameters, specified in the Schedule.

(2) In a case-

(a) where no parameter or time limit, relating to fault or disruption of service or disconnection of service, has been specified in the Schedule, all complaints relating to such fault or disruption of service or disconnection of service shall be redressed within three days from the date of registration of complaint;

(b) where no parameter or time limit has been specified in these regulations or any other regulations made under the Act for redressal of any grievance, all such complaints shall be redressed within seven days from the date of registration of complaint;

(c) where lesser time limit has been specified by any other law for the time being in force or other regulations made under the Act or by the licensor or by the service provider for redressal of grievance, the Call Centres shall redress the grievances of the consumer within such specified time.

CHAPTER III

Redressal of Consumer Grievances by Nodal Officers

6. Appointment of Nodal Officer. - (1) Every service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, shall, within one month from the date of commencement of these regulations, appoint or designate one or more Nodal Officers, in each of its licensed service area for the purposes of these regulations:

Provided that a service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, who has been granted a license after the commencement of these regulations, shall appoint or designate simultaneously with provision of services, any of its employees or officers as one or more Nodal Officers, in each of its licensed service area for the purposes of these regulations:

Provided further that a service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, who provides different services in a licensed service area, may, at its option, appoint or designate one or more Nodal Officers, being common or separate, for such services being provided by it.

(2) Every service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, shall, immediately on appointment or designation of a Nodal Officer,-

(a) give, through a public notice in a newspaper published in Hindi/English language and in a newspaper published in an Indian language in circulation in the area in which such service provider is providing services and through telephone bills if issued by the service provider, indicating therein the name of the Nodal Officer, his address and telephone number, e-mail address, facsimile number and other means of contacting him in respect of each area for which the Nodal Officers have been appointed or designated and thereafter give such public notice at least once in twelve months in the same manner:

Provided that in case of change of the name of the Nodal Officer, his address and telephone number, e-mail address, facsimile number and other means of contacting him shall be intimated by public notice and telephone bills if issued by the service provider, in the same manner as provided in these regulations;

(b) display, at its each office, Call Centre, customer care centre, help desk, and, at the sales outlets, website and at the office of the Nodal Officer and the appellate authority, the name of the Nodal Officers, their addresses and telephone numbers, e-mail addresses, facsimile numbers and other means of contacting them, in respect of each area for which the Nodal Officers have been appointed or designated.

(3) Every service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, shall appoint or designate such number of Nodal Officers under sub-regulation (1) and for such areas, as may be considered by it necessary, for Nodal Officer being easily accessible and available for redressal of grievance of the consumers.

7. Redressal of Consumer Grievances by Nodal Officers. - In case a consumer is not satisfied with the redressal of his grievance by the Call Centre, such consumer may approach, by a letter in writing, or through telephone, or web based online filing of complaints or through short message service or through other electronic means and any other means, the Nodal Officer of the service provider for redressal of his grievance:

Provided that a consumer may, in emergent situation, approach at the first instance a Nodal Officer instead of a Call Centre and the Nodal Officer shall redress the grievance.

8. Handling of grievances of consumers by Nodal Officers. - Every Nodal Officer shall,-

(a) be accessible to the consumers at the address made available by the public notice and telephone bills, as referred to in clause (a) of sub-regulation (2) of regulation 6;

(b) register every complaint lodged by the consumers;

(c) communicate, within three days from date of the receipt of the complaint, the unique complaint number to the consumer;

(d) after taking the remedial measure for redressal of the grievance or decision thereon, intimate, within the time limit specified in regulation 9, the remedial measure or decision taken, to the consumer.

9. Time limit for redressal of complaints by Nodal Officer. - The Nodal Officer shall redress the complaints of the consumer within ten days of the registration of the complaint under clause (b) of regulation 8:

Provided that complaints relating to fault or disruption of service or disconnection of service shall be redressed within three days from the date of registration of complaint under clause (b) of regulation 8.

CHAPTER IV

Appeal to Appellate Authority of Service Provider for Redressal of Consumer Grievances

10. Appointment of appellate authority. - (1) Every service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, shall, within three months from the date of commencement of these regulations, appoint one or more appellate authorities, in each of its licensed service area to hear and dispose of the appeals filed under sub-regulation (1) of regulation 11:

Provided that the Consumer Grievance Redressal Mechanism, set up at an Appellate Authority level within the company in accordance with the instructions of the Government of India, Ministry of Communications and Information Technology (Department of Telecommunications), Licensing Cell (Basic Services Group) vide No.16-6/2005-BS-II, dated the 22nd September 2005, shall continue to be the appellate authority for the purposes of these regulations:

Provided further that a service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, who has been granted a license after the commencement of these regulations, shall appoint, simultaneously with provision of services, one or more appellate authorities, in each of its licensed service area for the purposes of these regulations:

Provided also that a service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, who provides different services in a licensed service area, may, at its option, appoint one or more appellate authorities, being common or separate, for such services being provided by him:

Provided also that a service provider, falling in clause (b) of sub-regulation (3) of regulation 1, being an Internet Service Provider, providing Broadband Service and having all India license, may, for the purpose of these regulations, appoint one or more appellate authorities for any part or whole of India.

(2) Every service provider, referred to in sub-regulation (1), shall, immediately on appointment of an appellate authority,-

(a) give, a public notice in a newspaper published in Hindi/English language and in a newspaper published in an Indian language in circulation in the area in which such service provider is providing services and through telephone bills if issued by the service provider, indicating therein, the address of the appellate authority and the telephone number, e-mail address, facsimile number and other means of contacting the secretariat of the appellate authority and the procedure for filing the appeal, and, thereafter, give such public notice at least once in twelve months in the same manner;

(b) display, at its each office, Call Centre, customer care centre, help desk, and, at the sales outlets, website, office of the Nodal Officer and appellate authority, the name of the appellate authority, its address and telephone numbers, e-mail address, facsimile numbers and other means of contacting the secretariat of the appellate authority and procedure for filing the appeal, in respect of each licensed service area for which the appellate authority has been appointed.

11. Appeal to appellate authority of service provider for redressal of consumer grievances. - (1) In case a consumer is not satisfied with the redressal of his grievance by the Nodal Officer or his complaint remains to be redressed or no reply is received within the period specified in regulation 9, such consumer may, in writing, make an appeal to the appellate authority of the concerned service provider referred to in sub-regulation (1) of regulation 10 for redressal of his grievance.

(2) Every appeal to the appellate authority under sub-regulation (1) shall be made in duplicate, in the Form annexed to these regulations.

(3) Every appeal under sub-regulation (1) shall be filed within three months after the expiry of the time limit specified in regulation 9:

Provided that the appellate authority may entertain any appeal after the expiry of the said period of three months but before one year from the time limit specified in regulation 9 if it is satisfied that there was sufficient cause for not filing it within that period.

(4) Every service provider, referred to in sub-regulation (1) of regulation 10, shall make available to the consumer the Form referred to in sub-regulation (2) free of charge, -

(a) at its every office and sales outlets, and at every office of the Nodal Officer and the appellate authority;

(b) at its website for download by consumers.

12. Composition of appellate authority for redressal of grievances of the consumers. - An appellate authority shall consist of one or more persons, as may be determined and appointed by a service provider.

13. Intimation of appointment of appellate authority. - The service provider, referred to in sub-regulation (1) of regulation 10, shall, within one week from the date of appointment of an appellate authority, intimate to the Authority such appointment:

Provided that the Authority may call for further details about such appointment of the person or persons as the appellate authority and the service provider shall submit such information to the Authority within such time as it may specify in this regard.

14. Remuneration. - The remuneration and other expenses of the person or persons appointed as appellate authorities under sub-regulation (1) of regulation 10 shall be determined and borne by the service provider.

15. Secretariat of an appellate authority. - (1) The service provider, referred to in sub-regulation (1) of regulation 10, shall appoint or designate one of its officers or employees as Secretary to an appellate authority.

(2) The service provider, referred to in sub-regulation (1), shall provide a secretariat and required supporting staff and office accommodation for the appellate authority to discharge its functions under these regulations.

16. Disposal of appeal by appellate authority. - (1) The service provider referred to in sub-regulation (1) of regulation 10, shall require the appellate authority to ensure uniformity in the procedure for deciding appeals and comply with the provisions contained in sub-regulations (2) to (13).

(2) The secretariat of the appellate authority shall,-

(a) register every appeal immediately on receipt of the same and send, within three days of receipt of the appeal, an acknowledgement to the appellant indicating the serial number of the appeal registered;

(b) forward, within six days from the date of receipt of an appeal, a copy of the appeal to the concerned service provider for filing reply.

(3) The service provider, shall, within fifteen days from the date of receipt of the appeal forwarded under clause (b) of sub-regulation (2), file in writing its reply.

(4) In case the service provider referred to in clause (b) of sub-regulation (2), fails to file its reply within the period specified in sub-regulation (3), the appellate authority shall proceed on the basis of the material available on record.

(5) The appellate authority may call for, any information, document or record, from the service provider referred to in clause (b) of sub-regulation (2) or the appellant, which may be relevant and necessary for examination and disposal of the appeal, as the case may be.

(6) The service provider referred, to in clause (b) of sub-regulation (2), and the appellant, shall provide such information, document or record as the appellate authority may call for under sub-regulation (5):

Provided also that in case a party to the case fails to furnish such information, document or record, the appellate authority, on being satisfied that the party in possession of the record is withholding it, it may decide the appeal after appraising the material available on record and decide the appeal to the best of its judgment on merits.

(7) The appellate authority shall, on receipt of the reply under sub-regulation (3) and on the basis of information, document or record under sub-regulation (6) from the service provider and after conducting such inquiry as the appellate authority may consider necessary, and after affording reasonable opportunity of hearing to the parties, dispose of the appeal by passing an order in writing and stating therein the points for determination, the decision thereon and the reasons for the decision.

(8) The appellant, being consumer, may, either appear in person or authorise any of his representative to present his case or send his representation with a request to dispose of the appeal, without being present in person.

(9) The service provider, referred to in clause (b) of sub-regulation (2), may authorise one or more of its officers or employees to present its case:

Provided that in case the service provider fails to present its case before the appellate authority on the date fixed for hearing, the appellate authority may proceed ex parte and decide the appeal on merits.

(10) The appellate authority shall decide every appeal within three months from the date of filing the appeal and pass order in accordance with the provisions of sub-regulation (7).

(11) The order of the appellate authority shall be communicated in writing within seven days of the order to the appellant and the concerned service provider.

(12) The service provider, referred to in clause (b) of sub-regulation (2), shall, within fifteen days from the date of receipt of the order referred to in sub-regulation (11), comply with the order of the appellate authority and report immediately compliance thereof to the appellate authority.

(13) The appellate authority may decide any appeal with the consent between the parties at any stage of the proceedings and such appeal shall be treated as decided with the mutual consent of the parties.

17. Reporting requirements. - (1) The service provider referred to in sub-regulation (1) of regulation 10 shall ensure that every appellate authority keeps a record of appeals made to it under sub-regulation (1) of regulation 11 and the decisions on such appeals and complies with the provisions contained in sub-regulations (2) to (5).

(2) Every appellate authority shall submit to the Authority, by the 15th October and the 15th April of every financial year or at such shorter intervals, as the Authority may specify from time to time, a report mentioning therein, -

(a) the number of appeals received;

(b) number of appeals pending;

(c) number of appeals disposed of ; and

(d) such other particulars, as may be required by the Authority, for discharge of its functions under the Act.

(3) The report in respect of matters specified in clauses (a) to (c) of sub-regulation (2) shall pertain to the period of the six months preceding immediately the month in which the report is required to be submitted in respect of such matters under sub-regulation (2) to the Authority.

(4) The Authority may, if so required in the interest of the consumers, publish the report submitted to it under sub-regulation (2) and also place the same on its website.

(5) A copy of the report referred to in sub-regulation (2) shall be forwarded by the appellate authority to the licensor and the service provider.

18. Status of appeals. - (1) The service provider referred to in sub-regulation (1) of regulation 10 shall ensure that every appellate authority exhibits at its website, if any, the status and details of appeals pending within the time limit and the details of appeals pending, if any, after the expiry of the time limit specified in sub-regulation (10) of regulation 16.

(2) In case the appellate authority is unable to exhibit the status and details of appeals pending, as referred to in sub-regulation (1) due to non-availability of its website, the concerned service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, shall arrange to exhibit at its website the status and details of appeals pending if any, within the time limit and the details of appeals pending, if any, after the expiry of the time limit specified in sub-regulation (10) of regulation 16.

CHAPTER V

Complaints Referred by Authority to Service Providers for Redressal of Consumer Grievances

19. Complaints referred to service providers by Authority. - (1) The Authority may, without prejudice to the provisions contained in the Telecom Regulatory Authority of India Act, 1997 (24 of 1997), refer to the service providers, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, for redressal of the complaints,-

(a) being the complaints alleging violation of the Act or regulations made thereunder or directions issued or orders made by it under the Act;

(b) being the complaints of the consumers which are generic in nature;

(c) being the complaints alleging the practices adopted by the service providers adversely affecting the interest of the consumers.

(2) The service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, shall investigate and find out root cause of all such complaints referred by the Authority under sub-regulation (1) and resolve or redress such complaints within one month from the date of referring of the complaints by the Authority.

(3) The service provider, referred to in sub-regulation (2), shall inform the concerned consumers and the Authority regarding resolution or redressal of the complaint within one month from the date of referring of the complaints under sub-regulation (1).

(4) In case the investigation and root cause of the complaints found out under sub-regulation (2) reveal general deficiency or systemic inadequacy in the practice and procedure or operation adopted by, or, on the part of, the service provider, the service provider shall take remedial measure in respect of all such similarly placed consumers and intimate to the Authority along with the information required under sub-regulation (3), within two months of referring such complaint under sub-regulation (1), such general deficiency or systemic inadequacy revealed and remedial measures taken by such service provider.

CHAPTER VI

Manual For Consumers' Education and Prevention of their Grievances

20. Manual of Practice for handling consumer complaints. - (1) Every Service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, shall publish a "Manual of Practice for handling consumer complaints" containing following information relating to Basic Telephone Service, Cellular Mobile Telephone Service and Broadband Service, namely:-

(a) name and address of the service provider;

(b) terms and conditions of service offered by the service provider;

(c) Call Centre or helpline Number or customer care number or toll free number and name, designation, of the Nodal Officer and e-mail, contact telephone number, facsimile number and address of the Nodal Officer and the appellate authority;

(d) procedure for shifting and transfer of telephone, provision of accessories and customer premises equipment;

(e) information about service availability and coverage for cellular mobile telephone service;

(f) complaint redressal mechanism (including complaint redressal procedure and the time limits for the redressal of grievances by the Call Centre, Nodal Officer and filing and disposal of an appeal by the appellate authority);

(g) an Annexure relating to the Basic Service (wire line) to the Manual containing text of the Quality of Service Benchmarks, in particular the following benchmarks (including provisions relating to rebate as admissible to consumers) for Basic Service (Wire line) specified in clause (i) of regulation 4 of the Regulation on Quality of Service of Basic and Cellular Mobile Telephone Services, 2005 (11 of 2005), as amended from time to time, namely:-

(A) Benchmark against Sl. No. 1 relating to provision of a telephone after registration of demand;

(B) Benchmark against Sl. No. 3 relating to fault repair by next working day;

(C) Benchmark against Sl. No. 8 relating to shifts;

(D) Benchmark against Sl. No. 8 relating to closures;

(E) Benchmark against Sl. No. 10 relating to time taken for refund of deposits after closures;

(h) an Annexure relating to Basic (Wireless) and Cellular Mobile Telephone Service to the Manual containing text of the Quality of Service Benchmarks, in particular the following benchmarks (including provisions relating to rebate as admissible to consumers) for Basic Service (Wireless) and Cellular Mobile Telephone Service specified in clause (ii) of regulation 4 of the Regulation on Quality of Service of Basic and Cellular Mobile Telephone Services, 2005 (11 of 2005), as amended from time to time, namely:-

(A) Benchmark against Sl. No. C(ii) relating to percentage of billing complaints resolved within four weeks;

(B) Benchmark against Sl. No. C(iii) relating to period of all refunds/ payments due to customers from the date of resolution of complaints;

(i) an Annexure relating to Broadband Service to the Manual containing text of the Quality of Service Benchmarks, in particular the following benchmarks (including provisions relating to rebate as admissible to consumers) for Broadband Service specified in regulation 3 of the Quality of Service of Broadband Service Regulations, 2006 (11 of 2006), as amended from time to time, namely:-

(A) Benchmark against Sl. No. (i) relating to service provisioning/ activation time;

(B) Benchmark against Sl. No. (ii) relating to fault repair/ restoration time;

(C) Benchmark against Sl. No. (iii) relating to billing performance;

(D) Benchmark against Sl. No. (v)(b) relating to Broadband connection speed (download):

Provided that the service provider may annex the Annexure referred to in clauses (g), (h) and (i), in the Manual, which relate to the services provided by it;

(j) right of consumer for termination or disconnection of the service;

(k) the amount to be deducted, whether as an administrative expenses or otherwise, from the total pre-paid value of service;

(l) provisions of these regulations, in particular relating to the rights of the consumers;

(m) the duties and obligations of the service provider under these regulations;

(n) any other information which may be adversely affecting the consumers.

(2) The Manual shall be prepared in English language and Hindi language and language of the State in which, Basic Telephone Service, Cellular Mobile Telephone Service and Broadband Service, is provided to the consumer.

(3) The Manual shall be available for reference at every office of the service provider referred to in sub-regulation (1), Call Centre, customer care centre, help desk, the Nodal Officer, the appellate authority, at the sales outlets and at the website of the service provider and also by any other means which the service provider may consider appropriate.

(4) A copy of the Manual or its abridged version (containing salient features such as terms and conditions of service, contact details of Call Centre, the Nodal Officer and the appellate authority, procedure and time limit for redressal of grievances and time limit specified in the Schedule) shall be provided by the service provider or his agent to each consumer at the time of his subscription for service.

(5) A copy of the Manual certified by the service provider as "true copy" thereof shall be filed with the Authority within three months from the date of commencement of these regulations:

Provided further that a service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, who has been granted a license after the commencement of these regulations, shall file with the authority, within three months of providing services, a copy of manual certified by the service provider "as true copy" thereof.

21. Providing usage details in respect to pre-paid mobile connections. - (1) Every service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, shall, on request from any consumer, who has been provided pre-paid mobile connection, supply such consumer, at a reasonable cost, the information relating to the itemized usage charges showing actual service usage details in terms of all call data records including value added services, premium rate services and roaming charges, and their monetary value.

(2) Every service provider, referred to in sub-regulation (1), shall provide the information referred to in sub-regulation (1) for any period falling in preceding six months immediately preceding the month in which the request has been made by the consumer under the said sub-regulation.

(3) For the purposes of sub-regulation (1), the "reasonable cost" means the cost or price not exceeding rupees fifty, or the cost or price payable by the post paid consumers of the same service provider for obtaining the information referred to in sub-regulation (1), or cost or price payable in accordance with the terms and conditions of license of such service provider, whichever is lowest.

CHAPTER VII

Miscellaneous

22. Consumer Grievance Redressal Mechanism by other service provider in certain cases. - Every service provider, not falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, and to which these regulations are not applicable or in respect of which no direction has been issued under the Act for establishment of Consumer Grievance Redressal Mechanism or to which the instructions of the Government of India, Ministry of Communications and Information Technology (Department of Telecommunications) Licensing Cell (Basic Services Group) vide No.16-6/2005-BS-II, dated the 22nd September 2005 are not applicable for setting up of mechanism of redressal of consumer grievances, shall, establish an appropriate Consumer Grievance Redressal Mechanism for redressal of grievance of its consumers.

23. Inspection and auditing. - (1) Every service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, shall maintain complete and accurate records of redressal of grievances by its Call Centres, Nodal Officers and appellate authorities.

(2) The Authority may, if it considers it expedient so to do, and to ensure compliance of the provisions of these regulations, by order, in writing, direct any of its officers or employees or through an independent agency appointed by the Authority to,-

(a) inspect any Call Centre, Office of the Nodal Officer and the secretariat of the appellate authority and the records maintained under sub-regulation (1); or

(b) get the records maintained under sub-regulation (1) audited.

(3) The person or persons referred to in sub-regulation (2) shall submit to the Authority a report in respect of such inspection or audit, as the case may be.

(4) The Authority, if it considers it expedient so to do, may require the service provider referred to in sub-regulation (1) to get the records maintained under sub-regulation (1) audited through an independent agency as may be specified by the Authority and submit the report in respect of such audit to the Authority and the cost of such audit shall be borne by the concerned service provider.

24. Application of other laws not barred. - The provisions of these regulations shall be in addition to, and not in derogation of, any other law for the time being in force.

25. Right of consumers to seek redressal under the Consumer Protection Act, 1986 or any other law for the time being in force. - (1) The provisions of these regulations are in addition to any right conferred upon the consumers under the Consumer Protection Act, 1986 (68 of 1986) or any other law for the time being in force.

(2) Any consumer may, at any time,-

(a) during pendency of redressal of his grievance, whether by filing of complaint or appeal, under these regulations; or

(b) before or after filing of complaint or appeal, under these regulations, exercise his right conferred upon him under the Consumer Protection Act, 1986 (68 of 1986) or any other law for the time being in force and seek redressal of his grievance under that Act or law.

26. Reckoning of time limit for the purposes of these regulations. - The time limit or the period specified under these regulations for making a complaint or request for redressal of grievance or any other request or making of an appeal, shall exclude the day of making such complaint or request for redressal of grievance or any other request or making of an appeal, as the case may be.

27. These regulations not to apply in certain cases. - Nothing contained in these regulations shall apply to any matter or issue for which-

(a) any proceedings, before any Court or tribunal or under the Consumer Protection Act, 1986 (68 of 1986) or any other law for the time being in force, are pending; or

(b) a decree, award or an order has already been passed by any competent Court or tribunal or authority or forum or commission, as the case may be.

FORM

(See regulation 11)

Appeal under regulation 11 of the Telecome Consumers Protection and Redressal of Grievances Regulations, 2007 to the appellate authority appointed by....................

(mention name and address of service provider)

1.

The Name, Address, Telephone Number, Facsimile number and the e-mail address of the Appellant.

 

2.

Telephone Number or Cellular Mobile Telephone Number or Broadband Connection Identity, as the case may be, for which appeal is filed.

 

3.

The name of the city/district of the origin of complaint.

 

4.

The name of the State or licensed service area, as the case may be, of the origin of complaint.

 

5.

Nature of Complaint (specify, whether complaint relates to Provisioning/Activation/Billing/Fault-Repair/Service disruption/disconnection of service/Value Added Service/Closure/Termination or specify if any other)

 

6.

The docket number allotted by the Call Centre at the time of lodging complaint under clause (A) of sub-regulation (1) of regulation 4 and date of lodging the complaint with the Call Centre.

 

7.

The unique complaint number communicated by the Nodal Officer under clause (c) or regulation 8, and date of lodging the complaint with the Nodal Officer.

 

8.

Date of decision of the Nodal Officer and decision intimated by the Nodal Officer under clause (d) of regulation 8, if any.

 

9.

Statement of facts relating to grievance or appeal:

(attach separate sheet signed by Appellant if required).

 

10.

Grounds of Appeal: A full description of the matter, which is the cause of the grievance, including copies of any relevant and supporting documents, if any, and the relief claimed in appeal:

(attach separate sheet signed by Appellant if required)

 

11.

A statement to the effect that same subject matter or issue, for which an appeal has been filed under these regulations, is not covered in any proceedings before any Court or tribunal or under the Consumer Protection Act, 1986 (68 of 1986) or any other law for the time being in force.

 

12.

Details of any other relevant material or document.

 

13.

Whether the Appellant requests to grant him exemption from appearing in person and decide the appeal on the basis of information, document or record filed by him.

 

Form For Verification

I,..........................(name in full and in block letters), the appellant, son/daughter of ..........................do hereby declare that to the best of my knowledge and belief, the information given in this appeal and the annexure and statements accompanying the appeal are correct, complete and truly stated.

..........................

Signature of appellant

(Name of appellant).........................

(Specify status of the appellant, whether a)

company/firm/society/individual/other..................

Note 1.-The Form of appeal, grounds of appeal and the Form of verification appended shall be signed by the appellant.

Note 2.-The appellant shall submit in duplicate the appeal in this Form.

Schedule

(See regulation 5)

Service Parameters And Time Limit For Service Request Or Redressal Of Complaint Of Telecom Consumers By Call Centres

Sl. No.

Service Parameter

Time limit for service request or redressal of complaint

(1)

(2)

(3)

(i)

Provision of Telephone

All cases within seven days (subject to technical feasibility)

(ii)

Fault Repair

Within three days

(iii)

Shift of Telephone

Within three days

(iv)

Closures

Within twenty four hours

(v)

Percentage of Billing Complaints resolved with in four weeks

All billing complaints to be resolved within four weeks.

(vi)

Time taken for refund of deposits after closure

All cases of refund of deposits to be made within sixty days after closure.

B. Basic Service (Wireless) and Cellular Mobile Telephone Service:

Sl.No.

Service Parameter

Time limit for service request or redressal of complaint

(1)

(2)

(3)

(i)             

Billing Performance

 

 

(a)           Percentage of Billing Complaints resolved with in four weeks.

(b)           Period of all refunds/payments due to customers from the date of resolution of complaints

(a)                All billing complaints to be resolved within four weeks.

(b)                All cases of refunds or payments due to customers to be made within four weeks from the date of resolution of billing complaints.

C. Broadband Service:

(i)             

Service Provisioning/Activation Time

All cases within fifteen days (subject to technical feasibility).

(ii)           

Fault Repair/Restoration Time

Within three days

(iii)          

Billing Performance

 

(a)  

(a)             Percentage of billing complaints resolved.

(b)             Time taken for refund of deposits after closure

(a)               All billing complaints to be resolved within four weeks.

(b)               All cases or refund of deposits to be made within sixty days after closure.

Note :- The Explanatory Memorandum explains the objects and reasons of the Telecom Consumers Protection and Redressal of Grievances Regulations, 2007.
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