How many times have you gulped up your wrath for the poor cable services of your DTH provider? Has your DTH provider charged you for something you never subscribed to? Have you been toyed with from one customer service rep to the other without getting the issue solved?
Are you curious to know how to file a complaint against cable operators? Do you want to know how the DTH customer complaint filing and processing work? Look nowhere else. We have written this article to break down the Telecom Regulatory Authority of India (TRAI) complaint procedure for DTH services and enable customers to know their rights and act upon them.
The below content is broken into four (5) pieces, namely:
Let us get started with the first (and most important) section of this article.
TRAI was established on the 20 th Feb 1997 to regulate the telecom services in the country when the private service providers started to enter the Indian soil, and the need to have independent regulation became a necessity.
Since then, TRAI has developed many orders, regulations, and directives related to tariffs, quality of services, and interconnection services to boost the Indian Telecom Industry.
Concerning DTH services, below, we have collated the general guidelines that customers should be aware of when facing issues with their respective service providers.
The first step of the complaint process is to register one! Yes, it is all about the basics. In case you have a complaint about any of the DTH services. Without any delay, report it at the service provider’s toll-free customer care number or otherwise (via app/website).
Make sure to receive a docket number – which essentially confirms the registration of the complaint. Remember that TRAI is an independent regulatory body and does not handle individual complaints.
The DTH provider’s customer care is meant to redress your complaints. Therefore, for any faults or disruption of service, DTH providers should rectify the same within three (3) days from the date of complaint registration. Issues related to other factors should be resolved within seven (7) days from the date of complaint registration.
Subscribers on the receiving end of the DTH service provider’s rogue behavior should report the incident to TRAI customer care number 0120-6898689 or [email protected] .
For any faults or disruption of service, the Nodal Officer should rectify the same within three (3) days from the date of complaint registration. Issues related to other factors should be resolved within ten (10) days from the date of complaint registration.
In cases where the Nodal Officer fails to resolve the grievance satisfactorily, customers can appeal to the DTH provider’s appellate authority.
The Appeal Framework consists of three (3) elements: the appeal form, appeal time limit, and appeal disposal.
Your DTH provider has to solve a billing complaint (for postpaid connections) and a charging complaint (for prepaid connections) within four (4) weeks. Any waiver, credit, or adjustment ascending from such a complaint resolution must be made to the customer’s account within one (1) week of resolution.
The DTH service provider shall terminate the connection within seven (7) days upon request. They cannot charge rental or any other charges beyond the period of seven (7) days of the request for closure made by the customer.
Further, new bills shall be raised only after adjusting the security deposit. The termination of service shall not be made conditional upon the payment of dues/ bills/settlement of a dispute.
The outstanding amount of security deposits must be refunded within 60 days of closure/ termination of service.
In cases where the refund is not made within 60 days, the consumer is entitled to interest at the rate of 10% per annum for the number of days the refund is delayed beyond 60 days
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Airtel DTH customer care provides support via toll-free numbers, dedicated helpline numbers, email IDs, and the official website.
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Videocon D2H customer care provides support via toll-free numbers, dedicated helpline numbers, email IDs, and the official website.
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We hope this article will act as a handy rescue whenever you face any DTH-related issues. The TRAI Complaint process for DTH-related problems is relatively simple and has been established to enable consumers to know about their rights.