Registered Office: H-17/202 2nd Floor, Main Vikas Marg Laxmi Nagar, Delhi-110092
Tel: 0120-4936750 Fax No: 0120-4936776
CONSUMER’S CHARTER FOR DIGITAL ADDRESSABLE CABLE TV SYSTEMS
We thank you for the interest shown in availing Digital Cable TV services from Catvision Ltd.
In this charter, for the sake of convenience, Catvision Limited shall be referred to as “We” “Us” “Our” or “Catvision” and the consumer/customer shall be referred to as “You” or “Subscriber”.
Catvision currently offers two types of services – Standard Definition (“SD”) and High Definition (“HD”) services.
SD & HD service require different types of Set Top Boxes to be installed in your premises, so please read through this charter carefully and decide.
Terms and conditions for the Set Top Boxes (“STB”)
Sale of STB:
SD STB @ Rs 1550/- (Incl. GST)
HD STB @ Rs 1750/- (Incl. GST)
Prevailing rates which are and shall be subject to revision.
We shall be entitled to revise these rates entirely at our discretion. Warranty on all STBs is twelve months. No repair and maintenance charges shall be payable by you during the warranty period, provided STB has been used in normal working conditions and is not tampered with. During the warranty period the STB will be repaired or replaced within 24 hours of receipt of your complaint. After the warranty period expires, we shall offer you an Annual Maintenance Contract (“AMC”) on optional basis for Rs. 200/- per annum. All STBs are fully compliant with Indian Standards, set by the Bureau of Indian Standards as well as the International Standard Digital DVB(C).
Selecting your Channels/Packages
Now that the STB is installed, you need to choose the channels that you wish to view and accordingly decide your monthly bill.
You can directly select any of the packages offered by Catvision at the prices indicated in CAF. All prices are exclusive of taxes.
1.Hotel Westin @ Rs 347/ TV / month
2.Alexis Hospital @ Rs 450/ TV / month
3.Hotel Hilton @ Rs 300/ TV / month
4.Hotel Sheraton @ Rs 275/ TV / month
5.Hotel Roseate @ Rs 335/ TV / month
Once you have chosen your subscription package, we shall not change the composition of your subscription package for a period of six months from the date of your enrolment to such subscription package unless you have defaulted in paying your monthly subscription charges i.e. you have failed to pay your monthly bill within 15 days from the bill date. Provided that if a particular channel which forms a part of your package becomes unavailable on our network, then in that event your subscription package shall stand modified accordingly.
Your bill will be provided to you on a Quarterly/ Half yearly basis. You have to ensure that bills are paid in full within 10 days of the bill date. Failure to do so will attract a penalty of 12% simple interest. You will be issued a receipt for the payment made by you towards your bill.
Please read the STB manual which is inside the STB carton to familiarise yourself with its functions. Call the Toll Free Helpline if you face any difficulties.
Happy Digital Viewing.
Disconnection, Suspension and Reconnection of Services
You can disconnect the services whenever you wish as long as the same is communicated to the LCO/Catvision office/Customer Care No. in ADVANCE. In such instances;
You must give the suspension or disconnection letter in writing and at least 15 days in advance. If Services have been disconnected by Catvision with intimation to the subscriber, no charges will be payable by the subscriber including STB rentals, if any.
No reconnection/reactivation charges will be levied upon resumption of services as long as the suspension period falls within the limits mentioned above.
We shall give you a prior notice of fifteen (15) days before disconnecting the cable services that we are providing to you and we shall also give you the reason for our disconnection of your cable services. Prior notice of 3 days will be given on screen if we are to shut down services for preventive maintenance for a period of upto 24 hours and 15 days prior notice if the period is more than 24 hours.
Please note that shifting your cable service connection to a place located outside your existing service area i.e. where your existing cable service connection is situate is not technically and operationally feasible and will not be done by us.
Quality of Signal at your Location
We endeavour to deliver the signals to your location keeping the following technical parameters in mind.
|1||Maximum and Minimum Carrier Levels||47 dB μV min. for 64 QAM 67 dB μV max. for 64 QAM 54 dB μV min. for 256 QAM 74 dB μV max. for 256 QAM|
|2||Signal to Noise Ratio||26 dB min for 64 QAM fall-off-the-cliff 32 dB min for 256 QAM fall-off- the-cliff|
|3||Operating Margin (Noise Margin)||Higher than 4 dB|
|4||MER||30 dB (64 QAM) min. 34 dB (256 QAM) min|
These parameters are achieved by us on our trunk and distribution networks. Performance of these parameters can vary from each STB location so much so that it can be different at two locations within the same household due to the nature of the internal cabling within the household.
In such instances Catvision technician will demonstrate the same at the tap off/ splitter level that feeds the particular household that the parameters are met and the subscriber will then have to replace the internal cabling at his/her cost.
Redressal of Complaints
We have set up a centralised helpline no. 1800-103-7032 (Toll Free) to assist you should the need arise. This service is available from 0800 hours to 22:00 hours every day. Executives will be available to answer your queries in Hindi and English.
In addition to the Toll Free no. you can also log in complaints from your registered email ID.
For each complaint you will be issued a Docket/Ticket No. Whilst issuing you the Docket/Ticket No., we shall also inform you the likely time period within which your complaint shall be resolved.
Please note that our Complaint Centre is also accessible through our Centralized Helpline no. 1800-103-7032 (Toll Free).
All complaints (other than complaints relating to billing) shall be responded to within eight hours of the receipt of your complaint by us. Complaints received during the night shall be attended to the next day. If we are unable to respond to you within the stipulated time then we shall communicate to you the reasons for us being unable to respond to you within the time stipulated above.
All complaints relating to billing shall be resolved within seven (7) days of the receipt of the complaint from you. After the complaint has been resolved which resolution is satisfactory to you and us, in case you become entitled to a refund, we shall endeavor to make the refund to you within thirty (30) days of the receipt of your complaint by us.
At least ninety percent of all “no signal” complaints received by us shall be redressed by our local technician and signals will be restored by us within twenty four hours of the receipt of the complaint by us or by our local technician except in cases of natural calamities.
At least ninety percent of all complaints received by us or our local technician shall be redressed within forty eight hours of the receipt of the complaint.
Records for all your complaints shall be maintained and kept by us only for a period of three (3) months from the date of resolution of the complaint.
We have also appointed a Nodal Officers in which we have commenced operations of our digital addressable networks.
The name, address and contact details of our Nodal Officers as stated herein below:
1. Mr. Suman Kumar Thakur
State: Delhi NCR, Uttrakhand and Uttar Pradesh
Office Tel No.: 0120-4936750
Fax No.: 0120-4936776
Address: E-14 &15, Sector-8, Noida-201301 (U.P.) India
2. Mr. Sansar Choudhary
3. Mr. Nurul Islam
State: West Bengal
Email ID: email@example.com
Address.: 110,Park Street Near 4 No. Bridge, Kolkata-17 (West Bengal)
In case you are not satisfied with the redressal of your complaint by our Complaint Centre you may approach the Nodal Officer appointed for the State in which you are being provided our service. You may send your complaint to the relevant Nodal Officer by a letter in writing, or through telephone (preferably the telephone number which you have registered with us) or by Short Messaging Service (“SMS”) or through our web based online complaint filing system.
Our Nodal Officer shall issue an acknowledgement to you within two days of the receipt of your complaint by us and give you a unique complaint number.
Our Nodal Officers shall resolve your complaint within ten working days from the receipt of your complaint by us.
Rights of the Consumer
1.To receive Quality of Service in accordance with parameters specified by TRAI in its regulations.
2.To get information about the disruption of signals for preventive maintenance.
3.To know about the procedure for connection, disconnection, reconnection, transfer and shifting of services or supply of Set Top box at the location where the services are requested by the applicant
4.To receive communication about the technical or operational non-feasibility within 2 days from the date of receipt of the application, to provide connection, disconnection, reconnection, transfer and shifting of services or supply of Set Top box at the location where the services were requested by the applicant.
5.To know about the response time and time limit for providing connection.
6.To get the copy of Manual of Practice at the time of subscription of service.
7.To get prior notice of 15 days in the event of taking off the air or discontinue exhibition of any channel.
8.To seek legal remedy in case the grievances of the consumer is not settled.
9.To get post-paid bills for the charges due and payable by such subscriber for each month or for such other period as agreed between the parties, for which such charges becomes payable by the consumer.
10.To get information regarding the name, contact addresses and telephone numbers of the persons from whom the Set Top box can be purchased on outright purchase basis or obtained on rent or hire purchase basis.
11.To get refund of security deposit within 30 days of request of termination of service subject to adjustment of pending dues, if any.
12.Any consumer may, at any time, a. during pendency of Redressal of his grievance under these regulations; or b. Before filing of complaint 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.
Duties and Obligations of Multi System Operator (“MSO”)
1.To have common format of application as specified in Schedule I of the Standards ofQuality of Service (Digital Addressable Cable TV Systems) Regulations, 2012, for seeking connection, disconnection, and reconnection and for obtaining and returning of the Set top box, by MSO.
2.To allot a Unique Identification number to the applicant who applies for connection,disconnection, and reconnection and for obtaining and returning of the Set top box connection, disconnection, and reconnection and for obtaining and returning of the Set top box.
3.To intimate the subscriber about the about the technical or operational non-feasibility within 2 days from the date of receipt of the application, to provide connection, disconnection, reconnection, transfer and shifting of services or supply of Set Top box at the location where the services were requested by the applicant.
4.To intimate the subscriber by giving prior notice if at least 15 days about the discontinuing or disconnection of the Cable service and reasons for disconnection.
5.To give prior notice of at least 3 days to subscribers if the disruption of the signals for preventive maintenance is not likely to exceed 24 hours and in case if the disruption is likely to exceed 24 hours then the prior notice of at least 15 days shall be given to the subscriber.
6.To publish Manual of Practice (“MOP”) and the same shall be prepared in English Language and Hindi Language and in the language of the state in which service is provided to the subscriber.
7.To make MOP available at every office, customer care center, at the sales outlets ad also at any other place which MSO may consider appropriate.
8.To provide Cable TV services on both prepaid and post-paid payment options.
9.To provide Set top box conforming to the Indian Standard.
10.To provide Set top Box with the Minimum warranty of One year.
11.To ensure compliance with Bureau of Indian Standards.
12.To set up website before providing cable services through Digital Addressable System.
13.To establish, setup and operationalize its subscriber management system.
14.To establish a Complaint centre.
15.To ensure that the Complaint center is accessible to the Consumers through a “Consumer Care Number”.
16.To establish a “Web based Complaint Monitoring System”.
17.To appoint a Nodal officer in every state in which services are being provided.
18.To maintain records of all complaints filed by the consumer and such records shall be kept till the expiry of 3 months from the date of resolution of a Complaint.
19.To publish a “Consumers Charter for addressable Cable TV systems”.
20.To prepare the “Consumers Charter for addressable Cable TV systems” in Hindi, English and the local language of each service area.
21.To file with the Authority by 15th January of every year a fresh copy of “Consumers Charter for addressable Cable TV systems” incorporating all the changes effected.
22.To maintain complete and accurate records of Redressal of Complaints by the Compliant Centre and Nodal officer.
Other Broad Terms and Conditions
Definitions and Interpretations
All the words and phrases used herein below shall have the same meaning and interpretation as that which is assigned to them under the Cable Television Networks (Regulation) Act 1995 as amended and the Regulations issued thereunder and the Cable Television Networks (Regulation) Rules 1994 as amended.
Force Majeure: If at any time, during the continuance of the Cable Service, the Cable Service is interrupted, discontinued either whole or in part, by reason of war, warlike situation, civil commotion, theft, wilful destruction, terrorist attack, sabotage, fire, flood,earthquake, riots, explosion, epidemic, quarantine, strikes, lock out, compliance with anyacts or directions of any judicial, statutory or regulatory authority or any other Acts of God, or if one or more Channels are discontinued due to any technical or system failure at any stage or for any other reasons beyond the reasonable control of the Catvision, the Subscriber will not have any claim for any loss or damages against the Catvision
Disclaimer: Catvision will make reasonable efforts to render uninterrupted Cable Service to the Subscriber and make no representation and warranty other than those set forth in this Charter and hereby expressly disclaim all other warranties express or implied, including but not limited to any implied warranty or merchantability or fitness for a particular purpose.
Limitation of Liability: Catvision and the employees thereof shall be not liable to the Subscriber or to any other person for all or any indirect, special, incidental or consequential damage arising out of or in connection with the provision of the Cable Service or inability to provide the same whether or not due to suspension, interruption or termination of the Cable Services or for any inconvenience, disappointment due to deprival of any programme or information not attributable to any negligent act or omission on the part of Catvision. Provided however the maximum liability of Catvision for any actual or alleged breach shall not exceed the Subscription paid in advance to for such duration of Cable Service, for which the Subscriber had paid in advance but was deprived due to such breach.
Paid in advance to for such duration of Cable Service, for which the Subscriber had paid in advance but was deprived due to such breach.
Indemnity: The Subscriber will indemnify and hold harmless the Catvision from all loss, claims, demands, suits, proceedings, damages, costs, expenses, liabilities (including, without limitation, legal fees) or causes of, for the misuse of the Cable Service or for non-observance of the Terms by the Subscriber.
Jurisdiction: All disputes with respect to the Terms between the Subscriber and Catvision shall be subject to Mumbai/Delhi jurisdiction, as the case may be.
Miscellaneous: Above terms are subject to any regulations, notification, tariff order, direction issued by TRAI. If any of the provision of the Terms becomes or declared illegal, invalid or unenforceable for any reason the same will be amended as per the new regulations, notification, tariff order, direction issued by TRAI. Rest of the provisions shall remain in full force and effect and No failure or delay to exercise any right or remedy hereunder shall be construed or operate as a waiver thereof.
N.B. (1) Please Note that this Consumer’s Charter and the CRF issued to you shall be read as a whole whilst resolving all disputes and differences that may arise between you and us.
(2) Please also note that if Catvision’s cable services are being provided to you through a LCO then the following service responsibilities shall be that of Catvision. We shall not be liable or responsible for the same.
i. Collection and receiving your CAF and CRF and informing you of any deficiencies therein;
ii. Installation of your STB;
iii. Attending to complaints regarding the functioning of your STB;
iv. Maintaining quality of signals at your premises;
v. Disconnection, suspension, reconnection and shifting of STBs.