Part I – Definitions
| Clause No. | Definition |
|---|---|
| 2(a) | “Act” means the Telecom Regulatory Authority of India Act, 1997 (24 of 1997); |
| 2(b) | “Active subscriber” means a subscriber who has been authorized to receive signals of television channels as per the subscriber management system and whose set top box has not been denied signals; |
| 2(c) | “Addressable system” means an electronic device (which includes hardware and its associated software) or more than one electronic device put in an integrated system through which transmission of programmes including re-transmission of signals of television channels can be done in encrypted form, which can be decoded by the device(s) at the premises of the subscriber within the limits of the authorization made, on the choice and request of such subscriber, by the distributor of television channels; |
| 2(d) | “A-la-carte” or “a-la-carte channel” means offering the channel individually on a standalone basis; |
| 2(e) | “Authority” means the Telecom Regulatory Authority of India established under sub-section (1) of section 3 of the Telecom Regulatory Authority of India Act, 1997 (24 of 1997); |
| 2(f) | “Bouquet” or “bouquet of channels” means an assortment of distinct channels offered together as a group or as a bundle; |
| 2(g) | “Broadcaster” means a person or a group of persons, or body corporate, or any organization or body who, after having obtained, in its name, downlinking permission for its channels, from the Central Government, is providing programming services; |
| 2(h) | “Broadcaster’s share of maximum retail price” means any fee payable by a distributor of television channels to a broadcaster for signals of pay channel or bouquet of pay channels; |
| 2(i) | “Broadcasting services” means the dissemination of any form of communication like signs, signals, writing, pictures, images and sounds of all kinds by transmission of electro-magnetic waves through space or through cables intended to be received by the general public either directly or indirectly; |
| 2(j) | “Cable service” or “cable TV service” means the transmission of programmes including re-transmission of signals of television channels through cables; |
| 2(k) | “Cable television network” or “cable TV network” means any system consisting of a set of closed transmission paths and associated signal generation, control and distribution equipment, designed to provide cable service for reception by multiple subscribers; |
| 2(l) | “Compliance officer” means any person designated so, who is capable of appreciating requirements for regulatory compliance under these regulations, by a service provider; |
| 2(m) | “Customer care centre” means a department or a section or a facility established under regulation 25 by the distributor of television for addressing service requests, answering queries, recording of complaints, and redressal of grievances of consumers; |
| 2(n) | “Customer care number” means a telephone number specified by the distributor of television channels in compliance of regulation 25, to enable a consumer to access his customer care centre; |
| 2(o) | “Customer care programming service” means a programming service designated for consumer awareness and dissemination of information relating to the services offered by the distributor of television Channels; |
| 2(p) | “Customer premises equipment” or “CPE” means the components and accessories installed at the premises of the subscriber to enable the reception of broadcasting services related to television provided through addressable systems and includes cable wire, set top box, remote control for set top box, dish antenna, low noise block converter or any other equipment necessary; |
| 2(q) | “Direct to home operator” or “DTH operator” means any person who has been granted licence by the Central Government to provide direct to home (DTH) service; |
| 2(r) | “Direct to home service” or “DTH service” means re-transmission of signals of television channels, by using a satellite system, directly to subscriber’s premises without passing through an intermediary such as local cable operator or any other distributor of television channels; |
| 2(s) | “Distribution platform” means distribution network of a DTH operator, multi-system operator, HITS operator or IPTV operator; |
| 2(t) | “Distributor of television channels” or “distributor” means any DTH operator, multi-system operator, HITS operator or IPTV operator; |
| 2(u) | “Distributor retail price” or “DRP” means the price, excluding taxes, declared by a distributor of television channels and payable by a subscriber for a-la-carte pay channel or bouquet of pay channels; |
| 2(v) | “Electronic programme guide” or “EPG” means a program guide maintained by the distributors of television channels that lists television channels and programmes, and scheduling and programming information therein; |
| 2(w) | “Free-to-air channel” means a channel which is declared as such by the broadcaster and for which no fee is to be paid by the distributor of television channels to the broadcaster for signals of such channel; |
| 2(x) | “Head end in the sky operator” or “HITS operator” means any person permitted by the Central Government to provide head end in the sky (HITS) service; |
| 2(y) | “Head end in the sky service” or “HITS service” means transmission of programmes including re-transmission of signals of television channels to intermediaries like local cable operators or multi-system operators by using a satellite system and not directly to subscribers; and to the subscribers by using satellite system and its own cable networks; |
| 2(z) | “Internet protocol television operator” or “IPTV operator” means a person permitted by the Central Government to provide IPTV service; |
| 2(aa) | “Internet protocol television service” or “IPTV service” means delivery of multi channel television programmes in addressable mode by using Internet Protocol over a closed network of one or more service providers; |
| 2(bb) | “Local cable operator” or “LCO” means a person registered under rule 5 of the Cable Television Networks Rules, 1994; |
| 2(cc) | “Lock-in period” means a period of subscription during which a subscriber and the distributor of television channels offering the subscription, are restricted from discontinuing or altering the terms of the subscription; |
| 2(dd) | “Maximum retail price” or “MRP” means the maximum price, excluding taxes, payable by a subscriber for a-la-carte pay channel or bouquet of pay channels; |
| 2(ee) | “Multi-system operator” or “MSO” means a cable operator who has been granted registration under rule 11 of the Cable Television Networks Rules, 1994 and who receives a programming service from a broadcaster and re-transmits the same or transmits his own programming service for simultaneous reception either by multiple subscribers directly or through one or more local cable operators; |
| 2(ff) | “Network capacity fee” means the amount, excluding taxes, payable by a subscriber to the distributor of television channels for distribution network capacity subscribed by that subscriber to receive the signals of subscribed television channels and it does not include subscription fee for pay channel or bouquet of pay channels; |
| 2(gg) | “Nodal officer” means the officer appointed or designated by a distributor of television channels under regulation 28; |
| 2(hh) | “Pay channel” means a channel which is declared as such by the broadcaster and for which a share of maximum retail price is to be paid to the broadcaster by the distributor of television channels; |
| 2(ii) | “Programme” means any television broadcast and includes exhibition of films, features, dramas, advertisements and serials; any audio or visual or audio-visual live performance or presentation; and the expression “programming service” shall be construed accordingly; |
| 2(jj) | “Service provider” means the Government as a service provider and includes a licensee as well as any broadcaster, distributor of television channels or local cable operator; |
| 2(kk) | “Set top box” means a device, which is connected to or is part of a television receiver and which enables a subscriber to view subscribed channels; |
| 2(ll) | “Subscriber” means a person who receives broadcasting services related to television from a distributor of television channels, at a place indicated by such person without further transmitting it to any other person and who does not cause the signals of television channels to be heard or seen by any person for a specific sum of money to be paid by such person, and each set top box located at such place, for receiving the subscribed broadcasting services related to television, shall constitute one subscriber; |
| 2(mm) | “Subscriber management system” means a system or device which stores the subscriber records and details with respect to name, address and other information regarding the hardware being utilized by the subscriber, channels or bouquets of channels subscribed by the subscriber, price of such channels or bouquets of channels as defined in the system, the activation or deactivation dates and time for any channel or bouquets of channels, a log of all actions performed on a subscriber’s record, invoices raised on each subscriber and the amounts paid or discount allowed to the subscriber for each billing period; |
| 2(nn) | “Tariff order” means the Telecommunication (Broadcasting and Cable) Services (Eighth) (Addressable Systems) Tariff Order, 2017; |
| 2(oo) | “Television channel” means a channel, which has been granted permission for downlinking by the Central Government under the policy guidelines issued or amended by it from time to time; |
Part II – Provisions
| Clause No | Provision | Clause Mandate | Exception (If any) | Amendment (If any) |
|---|---|---|---|---|
| 3(1) | Subscriber Management System (SMS) | Every distributor must set up and operationalize a subscriber management system integrated with conditional access system before providing services. SMS must record individual preferences, billing, and refunds, and comply with regulations and tariff orders. | None | None |
| 3(2) | Subscription Request Methods | Must adopt consumer-friendly methods (including website and customer care calls) for requesting subscription. | None | None |
| 3(3) | Non-discriminatory Provision | Must provide services on a non-discriminatory basis to every consumer within 7 days of request, subject to technical/operational feasibility. | None | None |
| 3(4) | Monthly Offering | Must offer all a-la-carte channels and bouquets on a monthly subscription basis. | May offer other schemes in addition | None |
| 3(5) | Consumer Application Form (CAF) | Must devise a Consumer Application Form (electronic/print) for initial subscription as per Schedule I and provide a copy to the consumer. | None | None |
| 3(6) | Authority Portal Access | Must allow consumers to access, select, deselect, and modify channels/bouquets via Authority app/portal. | None | Second Amendment, 2019 |
| 3(7) | API Access | Must enable Authority app/portal to access platform via API; subscriber can make changes only after OTP authentication. | None | Second Amendment, 2019 |
| 3(8) | API Exchange | Must allow exchange of information through API as specified by Authority. | None | Second Amendment, 2019 |
| 4(1) | Information at Connection | Must inform consumers of all service details (MRP, DRP, network capacity fee, equipment price, deposit, rental, guarantee, maintenance, ownership) at connection. | None | None |
| 4(2) | CAF Submission | Must obtain duly filled Consumer Application Form and provide a copy to the consumer before providing service. | None | None |
| 4(3) | Unique ID Assignment | Must assign a unique identification number to each subscriber and communicate via SMS/email/bill/payment receipt. | None | None |
| 4(4) | Activation of Services | Activate services only after entering details in subscriber management system; charges payable from activation date. | None | None |
| 4(5) | Installation Charge | Must declare one-time installation charge; can differ by region/class/combination, based on intelligible eligibility criteria; must be transparent, non-discriminatory, published, and reported. | None | Fourth Amendment, 2024 (removed ₹350 cap) |
| 4(6) | Activation Charge | Must declare one-time activation charge; can differ by region/class/combination, based on intelligible eligibility criteria; must be transparent, non-discriminatory, published, and reported. | None | Fourth Amendment, 2024 (removed ₹100 cap) |
| 5(1) | Changes in Subscription | No change in services without subscriber request. | None | None |
| 5(2) | Record Retention | Must retain records of requests for 3 months (longer if under dispute); furnish to authority if called. | Retain until dispute resolved if complaint exists | None |
| 6 | Channel/Bouquet Activation | Must activate requested channel/bouquet within 72 hours; charges from activation date. | None | None |
| 7 | Channel/Bouquet Deactivation | Must deactivate requested channel/bouquet within 72 hours. | May refuse if within lock-in period (must be declared/informed at subscription); must communicate reasons for refusal | None |
| 8(1) | Notice of Channel Change | Must give 15 days’ prior notice for any change in nature of channel via scrolls and customer care programming. | None | None |
| 8(2) | Notice of Discontinuation | Must give 15 days’ prior notice for discontinuation of any channel via scrolls and customer care programming. | Not required if due to natural calamities or technical failure | None |
| 9(1) | Charges for Unavailable Channels | No charges for unavailable channels/bouquets from date of unavailability; must reduce bouquet charges accordingly. | None | None |
| 9(2) | Substitution Prohibition | Cannot substitute discontinued channel/bouquet; subscriber may request new. | None | None |
| 10 | Lock-in Period Protection | No discontinuation/modification of bouquet during lock-in/advance payment period if all channels available. | If channel becomes FTA or price increases beyond tariff order, must remove and reduce charges; no substitution allowed | Third & Fourth Amendments, 2020/2024 (updated price threshold) |
| 11(1) | Bouquet Notice | Must give 15 days’ prior notice for new/discontinued bouquets via scrolls and customer care programming. | None | None |
| 11(2) | Modification of Bouquets | No modification if all channels available; may discontinue and introduce new bouquet after notice. | Lock-in/advance payment bouquets cannot be changed till expiry | None |
| 12(1) | Temporary Suspension | On subscriber request (min. 15 days prior), may suspend services (min. 1 month). | None | None |
| 12(2) | Charges During Suspension | No charges except equipment rental during suspension. | None | None |
| 12(3) | Suspension >3 Months | If suspended >3 months, subscriber not counted active and may be deactivated. | None | None |
| 12(4) | Restoration/Re-activation Charges | Must declare charges for restoration/re-activation; can differ by region/class/combination, based on intelligible eligibility criteria; must be transparent, non-discriminatory, published, and reported. | None | Fourth Amendment, 2024 (removed fixed fee cap) |
| 13 | Service Disruption | If service disrupted >72 hours, must reduce subscription charges proportionately. | Not applicable if due to natural calamities; period from complaint registration | None |
| 14 | Relocation of Connection | On request, must relocate connection within 7 days, subject to feasibility; charges may differ by region/class/combination, based on intelligible eligibility criteria; must be transparent, non-discriminatory, published, and reported. | None | Fourth Amendment, 2024 (relocation charge details) |
| 15 | Preventive Maintenance | Must give 3 days’ prior notice for interruptions due to preventive maintenance. | None | None |
| 16(1) | Disconnection on Request | On subscriber request (min. 15 days prior), must disconnect and refund deposits within 7 days (subject to T&Cs). | None | None |
| 16(2) | Disconnection by Distributor | Must give 15 days’ prior notice with reasons for disconnection. | None | None |
| 16(3) | Notice Communication | Notice for disconnection via scrolls/SMS; other means allowed (email, b-mail, etc.). | None | None |
| 17 | Price Protection | No price increase/terms alteration during lock-in/advance payment period. | None | None |
| 18(1) | Billing Options | Must offer services on pre-paid, post-paid, or both; pre-paid must be electronic and auto-adjusted. | None | None |
| 18(2) | Change of Payment Mechanism | Must change payment mechanism (pre-paid/post-paid) on subscriber request from next billing cycle; no charge for change. | None | None |
| 18(3) | Charges Payable from Activation | Charges payable from date of activation. | None | None |
| 19 | Post-paid Bill Generation | Post-paid bill must be generated within 7 days from end of billing cycle, based on subscription/usage. | May be in distributor or LCO name as per agreement | None |
| 20 | Post-paid Billing Cycle | Billing cycle for post-paid bill is calendar month. | None | None |
| 21 | Post-paid Bill Details | Must contain itemized details: network capacity fee, equipment rental, pay channels/bouquets, other charges, taxes. | None | None |
| 22(1) | Bill Delivery | Must deliver post-paid bill within 15 days of billing cycle end, in print/electronic form as opted. | None | None |
| 22(2) | Payment Period | Must allow at least 21 days for bill payment after generation; may charge up to 2% above SBI base rate for late payment. | None | None |
| 22(3) | Electronic Payment Options | May enable consumer-friendly electronic payment options. | None | None |
| 22(4) | Suspension for Non-payment | May suspend services for non-payment after due date; after 3 months, subscriber may be deactivated. Restoration fee up to ₹100 if suspended >3 months. | None | None |
| 22(5) | Payment Receipt | Must issue receipt for every payment and record in system within 7 days. | None | None |
| 22(6) | Online Records | Must maintain billing/payment records for 6 months and provide subscriber login access. | None | None |
| 22(7-9) | Financial Disincentive | Up to ₹20 per subscriber for billing/payment contraventions; opportunity to represent; amount remitted as specified. | None | None |
| 23(1) | Pre-paid Acknowledgement | Must acknowledge pre-paid payments and update system. | None | None |
| 23(2) | Pre-paid Billing Cycle | Billing cycle for pre-paid is 30 days from activation; validity declared in days. | None | Fourth Amendment, 2024 |
| 23(3) | Online Records for Pre-paid | Must maintain billing/payment records for 6 months and provide subscriber login (itemized usage). | None | None |
| 23(4) | Suspension for Non-payment (Pre-paid) | May suspend pre-paid services for insufficient balance; after 3 months, subscriber may be deactivated. Restoration fee up to ₹100 if suspended >3 months. | None | None |
| 24(1) | Set Top Box Standards | Must provide set top box conforming to BIS standards. | None | None |
| 24(2) | Open Market Purchase | Subscriber may buy compatible set top box from open market; cannot be compelled to buy/rent only from distributor. | None | None |
| 24(3) | Equipment Schemes | Must offer equipment under outright purchase and rental schemes; may offer other schemes (bundled, etc.). | None | None |
| 24(4) | Scheme Information | Must inform consumers of all equipment schemes. | None | None |
| 24(5) | Website Publication | Must publish all equipment schemes and terms on website and customer care programming. | None | None |
| 24(6) | Outright Purchase | Must specify retail price and guarantee/warranty (min. 1 year); ownership with subscriber. | None | None |
| 24(7) | Maintenance (Purchase) | No fee for maintenance during guarantee/warranty except as per (11); must offer annual maintenance after warranty; not applicable if tampered/damaged by subscriber. | Not applicable if tampered/damaged | None |
| 24(8) | Rental Scheme | Must specify monthly rental and terms; may require refundable security deposit; ownership with distributor. | None | None |
| 24(9) | Bundled/Other Schemes | Must specify equipment price, network fee, channel charges, and terms; ownership with distributor. | None | None |
| 24(10) | Maintenance (Rental/Other) | Must maintain equipment in good condition for 3 years; no fee except as per (11); not applicable if tampered/damaged by subscriber. | Not applicable if tampered/damaged | None |
| 24(11) | Visiting Charges | DTH distributors may declare visiting charge per complaint (different by region/class/combination, based on intelligible eligibility criteria); no charge for set top box complaints; must issue receipt; charges must be transparent, non-discriminatory, published and reported. | No charge for set top box complaints | Fourth Amendment, 2024 (removed fixed cap) |
| 24(12) | Set Top Box Repair/Replacement | Must repair faulty set top box within 24 hours of complaint; if not possible, must replace. Not applicable if tampered/damaged by subscriber. | Not applicable if tampered/damaged | None |
| 25(1) | Customer Care Centre | Must establish customer care centre with adequate phone lines/human resources, accessible 8am-10pm, in regional language, Hindi, English; IVRS and web-based complaint system required. | None | Fourth Amendment, 2024 (IVRS/website optional for <30,000 subscribers) |
| 25(3) | IVRS Operation | Must provide language selection, complaint/service request categories, and option to speak to executive. | None | None |
| 25(4) | Call Response Times | 80% of calls to executive within 60s, 90% within 90s; 80% electronic within 20s, 90% within 40s. | None | None |
| 25(5) | Publicity | Must publicise customer care number and web complaint system via programming and website; may also use SMS, scrolls, bills, receipts. | None | None |
| 25A | Small Distributor Option | Distributors with <30,000 subscribers may opt for IVRS/web complaint system and website with Consumer/Subscriber Corner and Manual of Practice. | Applies to small distributors | Fourth Amendment, 2024 |
| 26(1) | Complaint Registration | Must register each complaint and allot unique docket number. | Authority may specify format | None |
| 26(2) | Complaint Communication | Must communicate docket number, registration time, likely resolution time at registration; on resolution, communicate action taken and nodal officer details if unsatisfied. | None | None |
| 27 | Complaint Redressal Timelines | Respond to all complaints within 8 hours (next working day if after hours); 90% 'no signal' within 24h; billing within 7 days (refunds in 30 days); 90% others within 48h; none unresolved >72h (except billing). | Billing complaints have longer timeline | None |
| 28(1) | Nodal Officers | Must appoint/designate nodal officer(s) for each state within 30 days of commencement/operations; details to Authority in 10 days. | None | None |
| 28(2) | Publicity of Nodal Officers | Must publicise nodal officer details on website and programming. | None | None |
| 28(3) | Change in Nodal Officer | Must inform Authority and subscribers of changes in nodal officer details within 10 days. | None | None |
| 28(4) | Escalation to Nodal Officer | Subscribers may approach nodal officer if unsatisfied with customer care. | None | None |
| 28(5) | Nodal Officer Response | Must acknowledge complaint in 2 days, redress within 10 days, and inform subscriber. | None | None |
| 29 | Authority-referred Complaints | Must investigate and redress Authority-referred complaints (generic, systemic, or as directed) within 30 days (or 15 days if urgent); report to Authority and subscriber. | None | None |
| 30 | Complaint Records | Must maintain complaint records (docket, name, address, date/time, type, redressal info) for 3 months after resolution; must produce on request. | None | None |
| 31 | Website | Must establish and maintain website with Consumer Corner hyperlink, information per Schedule II, and subscriber login per Schedule III. | None | None |
| 32 | Customer Care Programming | Must provide customer care programming service for info dissemination; assign unique channel number and publicise. | None | None |
| 33 | Public Awareness | Must conduct public awareness campaigns and report to Authority as specified. | None | None |
| 34 | Broadcaster Publicity | Broadcasters must publicise MRP of pay channels/bouquets via website and scrolls; report to Authority. | None | None |
| 35 | On-screen Display Prohibition | No full/partial screen graphics for disconnection/discontinuation/notices; only text scrolls at bottom allowed, limited in size/duration. | None | None |
| 36 | Technical Standards | Must maintain technical standards as per DVB/ETSI/IEC/Indian Standard; DTH/cable set top boxes must comply with BIS specs; no discrimination in encoding/compression. | None | None |
| 37 | Manual of Practice | Must publish Manual of Practice on website as per Schedule IV; may also provide in print/Hindi/English/Regional language. | None | None |
| 38 | EPG Display | Must display all channels in EPG by language/genre, with "Free" for FTA, MRP for pay channels, and MRP for platform services; must allow activation/deactivation of platform services. | None | Third & Fourth Amendments, 2020/2024 |
| 39 | Reporting to Authority | Must submit compliance reports as directed; must also report and publish installation, activation, restoration, re-activation, visiting, relocation charges, and platform service MRP; changes reported 15 days in advance. | None | Fourth Amendment, 2024 |
| 40 | Compliance Officer | Must designate compliance officer within 30 days of regulations/operations; report name/address/contact/email to Authority; report changes within 30 days (name) or 10 days (address/contact/email). | None | None |
| 40A | Financial Disincentive | Authority may impose financial disincentive for contraventions (max ₹2 lakh for Group A, ₹5 lakh for Group B, ₹5 lakh overall per year); opportunity to represent. | None | Fourth Amendment, 2024 |
| 40B | Interest on Disincentive | Failure to pay financial disincentive in time attracts 2% above SBI MCLR, compounded annually. | None | Fourth Amendment, 2024 |
| 41 | Identification of Personnel | Representatives must carry and show photo ID certified by distributor/LCO. | None | None |
| 42 | Privacy Protection | Must ensure privacy and protection of subscriber personal information; use only as per law. | None | None |
| 43 | Authority Intervention | Authority may intervene to protect subscribers or monitor compliance. | None | None |
| 44 | Other Laws | Regulations are in addition to other laws. | None | None |
| 45 | Repeal and Saving | Previous regulations repealed, but prior actions/rights/liabilities continue; existing facilities deemed compliant if meeting new regulations. | None | None |
Part III – Amendments
| Regulation/Clause Amended | Amendment Text (with Important Terms Highlighted) | Amendment No. |
|---|---|---|
| Regulation 3(6)-(8) | Inserted: “Every distributor of television channels shall allow the consumers to access, through application (such as Mobile App) or portal developed by the Authority, to view the television channels and bouquet of channels available on its platform, select the television channels or bouquet of channels of their choice available on the platform, deselect any channel or bouquet of channels, view their subscription details and modify their subscription. Every distributor of television channel shall enable and facilitate its website or system in such a manner that an application or portal developed by the Authority may have access to its platform for the purposes mentioned in sub-regulation (6): Provided that the subscriber of the distributor shall be able to view its subscription details, make changes therein only after authentication by one-time password communicated by the distributor. Every distributor of television channel shall allow exchange of information through Application Programme Interface (API) as specified by Authority from time to time.” | Second Amendment, 2019 |
| Regulation 10 (first proviso) | Substituted: “the maximum retail price of such pay channel is increased beyond rupees nineteen” with: “the maximum retail price of such pay channel is increased beyond the rates specified in the tariff order” (later updated by Fourth Amendment, 2024). | Third Amendment, 2020 |
| Regulation 3(5) & 4(5) | Substituted: Previous cap: “may charge an amount not exceeding rupees three hundred and fifty as a one-time installation charge…” with: “shall declare one-time installation charge for installation of a new connection… Provided that a distributor… shall be free to declare different one-time installation charge for different regions, classes of consumers, and combinations thereof… Provided that every classification… shall be based on intelligible eligibility criteria… Provided further that the amount charged… is transparent and non-discriminatory… published on its website and reported to the Authority…” | Fourth Amendment, 2024 |
| Regulation 4(6) | Substituted: Previous cap: “may charge an amount not exceeding rupees one hundred as a one-time activation charge…” with: “shall declare one-time activation charge for activating the broadcasting services… Provided that a distributor… shall be free to declare different one-time activation charge for different regions, classes of consumers, and combinations thereof… Provided that every classification… shall be based on intelligible eligibility criteria… Provided further that the amount charged… is transparent and non-discriminatory… published on its website and reported to the Authority…” | Fourth Amendment, 2024 |
| Regulation 10 (first proviso) | Substituted: “the maximum retail price of such pay channel is increased beyond rupees twelve” with: “the maximum retail price of such pay channel is increased beyond the rates specified in the tariff order” | Fourth Amendment, 2024 |
| Regulation 12(4) | Substituted: Previous: “may charge an amount not exceeding rupees twenty five as restoration fee… or… not exceeding rupees hundred as re-activation fee…” with: “shall declare the charges for restoration of services… or re-activation… Provided that a distributor… shall be free to declare different restoration and re-activation fee for different regions, classes of consumers, and combinations thereof… Provided that every classification… shall be based on intelligible eligibility criteria… Provided further that the amount charged… is transparent and non-discriminatory… published on its website and reported to the Authority…” | Fourth Amendment, 2024 |
| Regulation 14 (relocation charges) | Substituted: Previous: “may charge… not exceeding, twice the amount of installation charge… or… not exceeding, the installation charge…” with: “it shall be permissible for the distributor to declare different relocation charges for different regions, classes of consumers, and combinations thereof… Provided that every classification… shall be based on intelligible eligibility criteria… Provided further that the amount charged… is transparent and non-discriminatory… published on its website and reported to the Authority…” | Fourth Amendment, 2024 |
| Regulation 23(2) | Inserted: “Provided that the validity period of all pre-paid subscriptions shall be declared in number of days only.” | Fourth Amendment, 2024 |
| Regulation 24(11) | Substituted: Previous: “may charge an amount not exceeding rupees two hundred and fifty as visiting charge per registered complaint…” with: “It shall be permissible for the distributor… to declare visiting charge per registered complaint… free to declare different visiting charge for different regions, classes of consumers, and combinations thereof… Provided further that— (a) no visiting charge shall be levied for any complaint relating to set top box; (b) the visiting charge shall not be debited from the pre-paid subscription account; (c) a receipt for payment shall be issued… Provided that every classification… shall be based on intelligible eligibility criteria… Provided also that the amount charged… is transparent and non-discriminatory… published on its website and reported to the Authority…” | Fourth Amendment, 2024 |
| Regulation 25(1)(a) | Substituted: Previous: “has a toll free customer care number…” with: “shall have customer care number having sufficient number of phone lines or connections and human resources to efficiently service the subscriber base…” | Fourth Amendment, 2024 |
| Regulation 25(5) | Substituted: Previous: “toll free” with: “customer care” (number) | Fourth Amendment, 2024 |
| Regulation 25A | Inserted: “It shall be optional for distributor… having total active subscriber base of less than thirty thousand to have, (a) Interactive Voice Response System (IVRS) for complaint registration and a web-based complaint management system; and (b) its own website with provision for Consumer Corner, Subscriber Corner and Manual of Practice: Provided that the information relating to list of channels and bouquets offered along with their maximum retail price… shall be published in the manner specified by the Authority, for the information of public.” | Fourth Amendment, 2024 |
| Regulation 26(2) | Inserted: “on resolution of the complaint, communicates to the subscriber, the details of the action taken on the complaint and also the name and contact number of the nodal officer for further redressal of complaint, if the subscriber is not satisfied.” | Fourth Amendment, 2024 |
| Regulation 38(3)-(6) | Inserted: “Every distributor… shall display maximum retail price (MRP) in the EPG against each pay channel… and also shall be free to display distributor retail price (DRP)… Every distributor… shall categorise platform services channels under the genre 'Platform Services' in the EPG. Every distributor… shall display respective maximum retail price of the platform service channel against each platform service in EPG. Every distributor… shall provide an option to the subscribers for activation or deactivation of any platform service.” | Fourth Amendment, 2024 |
| Regulation 39(2) | Inserted: “Every distributor… shall, furnish… (i) installation and activation charges; (ii) restoration charges… (iii) re-activation charges… (iv) visiting charges; (v) relocation charges; (vi) respective maximum retail prices of the platform service channel: Provided that the information shall also be published on the website… and in the Consumer Application Form…” | Fourth Amendment, 2024 |
| Regulation 40A & 40B | Inserted: “If any broadcaster or distributor… contravenes the provisions… liable to pay the financial disincentive specified under schedule-V… maximum financial disincentive shall not exceed ₹2 lakh for all contraventions of Group A… and ₹5 lakh for Group B… and not exceed ₹5 lakh for all contraventions in a calendar year… No order for payment… unless given a reasonable opportunity of representation… If a service provider fails to make payment… liable to pay interest at a rate two per cent above the one year MCLR of SBI, compounded annually…” | Fourth Amendment, 2024 |