Legal Entity Name
[Television Service Provider Name]
Registered Office Address
[Full Legal Address, City, State, PIN Code]
Corporate Identification Number
[CIN Number]
Registration Details
[Registration Authority and Number]
Manual of Practice
As required under Regulation 37 of the TRAI Quality of Service Regulations
SCHEDULE–IV, Provision 1: Name and Address of Distributor
SCHEDULE–IV, Provision 2: Terms and Conditions of Service
Comprehensive Service Agreement: This section contains the complete terms and conditions governing the provision of television channel services between the distributor and subscribers.
Scope of Services
Our television distribution services include but are not limited to the transmission of broadcast channels, value-added services, customer support, and technical maintenance of customer premises equipment.
Subscriber Obligations
Subscribers are required to maintain the confidentiality of their account credentials, ensure timely payment of subscription fees, and comply with the acceptable use policies outlined in this agreement.
Service Limitations
Service availability may be subject to technical limitations, geographical constraints, and regulatory compliance requirements. Force majeure events may temporarily affect service delivery.
Intellectual Property Rights
All content transmitted through our services is protected by copyright and other intellectual property laws. Unauthorized redistribution or commercial use is strictly prohibited.
Amendment Procedures
These terms may be updated from time to time with prior notice to subscribers as required by regulatory guidelines. Continued use of services constitutes acceptance of revised terms.
SCHEDULE–IV, Provision 3: Nodal Officer Details
For escalation of unresolved complaints, you may contact our designated Nodal Officer who serves as the primary point of contact for regulatory compliance and consumer grievance resolution.
Name
[Nodal Officer's Full Name]
Official Designation
Nodal Officer - Consumer Affairs
Email Address
[nodal.officer@serviceprovider.com]
Direct Telephone
[+91 XXXXXXXXXX]
Facsimile Number
[+91 XXXXXXXXXX]
Office Address
[Full Address of Nodal Officer's Office, City, State, PIN Code]
Office Hours: Monday to Friday, 9:00 AM to 6:00 PM (excluding public holidays)
Response Time: All communications will be acknowledged within 24 hours and resolved within 10 working days as per TRAI guidelines.
SCHEDULE–IV, Provision 4: Consumer Protection Provisions
We are committed to protecting consumer rights and ensuring fair treatment in accordance with TRAI regulations and consumer protection laws.
4(a) Service Disruption Compensation
In case of continuous service disruption exceeding 72 hours, subscribers will receive a rebate equivalent to the subscription charges for the disruption period, provided the disruption was not caused by factors beyond our reasonable control such as natural disasters, government orders, or subscriber premises issues.
4(b) Price Protection for Advance Payments
Subscribers who make advance payments (6 months or more) are protected from price increases for subscribed channels or bouquets during the prepaid period. Any price changes will only apply after the prepaid period expires.
4(c) Temporary Service Suspension
Subscribers may request temporary suspension of services for a minimum period of 30 days. Requests must be submitted at least 15 days in advance. A nominal restoration fee of ₹25 applies upon reactivation to cover administrative costs.
4(d) Service Disconnection Policy
Services may be disconnected for non-payment after the due date. A written notice of 15 days will be provided before disconnection. Service restoration is immediate upon clearance of all outstanding dues and applicable reconnection charges.
4(e) Billing and Payment Terms
Monthly billing cycles with payment due 15 days from bill generation. Multiple payment options available including online banking, mobile apps, and authorized collection centers. Late payment charges apply as per published tariff.
SCHEDULE–IV, Provision 5: Procedure and Benchmark for Complaint Redressal
We maintain a structured complaint resolution process to ensure prompt and effective handling of all subscriber concerns in compliance with TRAI Quality of Service regulations.
Level 1: Customer Care Centre
Contact: Register your complaint through our 24/7 Customer Care Centre via phone, email, or online portal. You will receive a unique docket number for tracking purposes.
Benchmark: Most complaints resolved within 8 hours. Technical issues may require up to 24 hours for resolution.
Escalation Trigger: If not resolved within 48 hours, complaint automatically escalates to Level 2.
Level 2: Nodal Officer
Contact: Use the Nodal Officer contact details provided in Provision 3. Reference your original docket number for faster processing.
Benchmark: Response within 10 working days with a detailed resolution plan or explanation.
Escalation Trigger: If unsatisfied with the resolution, you may proceed to Level 3.
Level 3: Appellate Authority
Contact: File an appeal with the designated Appellate Authority within 30 days of receiving the Nodal Officer's response.
Benchmark: Final resolution within 15 working days of appeal filing.
External Recourse: Unresolved matters may be escalated to TRAI or consumer forums as per applicable regulations.
Service Level Commitments
- All complaints acknowledged within 2 hours of receipt
- Regular status updates provided every 24 hours for pending complaints
- Detailed resolution report provided upon closure
- Compensation provided for service level failures as per TRAI guidelines
SCHEDULE–IV, Provision 6: Any Other Relevant Information
Privacy and Data Protection
We are committed to protecting subscriber privacy and personal data in accordance with applicable data protection laws. Our privacy policy outlines how we collect, use, and safeguard your information.
Account Security Guidelines
Subscribers are advised to maintain the confidentiality of their account credentials, enable two-factor authentication where available, and promptly report any suspicious account activity.
Regulatory Compliance
Our services operate under the regulatory framework established by TRAI. For detailed information about consumer rights and regulations, please visit:
- TRAI Official Website: www.trai.gov.in
- Consumer Rights Portal: www.consumerhelpline.gov.in
- Broadcasting Regulations: Available on TRAI website under "Regulations" section
Service Quality Standards
We adhere to TRAI-mandated Quality of Service parameters including:
- Network availability and reliability standards
- Signal quality and audio-video synchronization
- Customer service response times
- Billing accuracy and transparency
Accessibility Services
We provide accessibility features for subscribers with disabilities including audio description, closed captioning, and alternative communication methods for customer support.
Emergency Contact Information
24/7 Emergency Support
1800-XXX-XXXX (Toll-free)
Technical Support
support@serviceprovider.com
Billing Queries
billing@serviceprovider.com