News : Trai Sends Directions to Five MSOs for Violating Customer Service Norms
Kolkata, India, May 6, 2019 -- In its latest move to ensure proper customer service and stringent compliance with the new regulatory framework, the Telecom Regulatory Authority of India (Trai) has brought five Multi System Operators (MSOs) from West Bengal under the crosshair. Trai has been lately sending out notices to the DTH operators, cable TV services providers and now MSOs for non-compliance with the new rules of the TV and broadcasting industry.
The regulator has been issuing notices to these companies after receiving complaints from the subscribers about no proper service. In many locations, subscribers have been facing troubles with their TV connection like missing channels, disruption in connection and more. Trai seeks to fix this by ensuring strict compliance with the new rules of the industry.
The five MSOs which have been directed by Trai to adhere to the rules include Multi Reach Media, Digicablecomm Services, GTPL Kolkata Cable & Broadband Pariseva, Barasat Cable TV Network, and Bhorer Alo Cable & Broadband to comply with the new regulatory framework. The regulator has also asked these MSOs to report compliance within five days. The regulator said that when it received compliance report from the representatives of these MSOs during a meeting in the regional office of Trai in Kolkata, it found many inconsistencies and issues in the said reports and also on the operators’ websites.
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Trai even pointed out the details of the issues which it observed. For example, in the case of Multi Reach Media, the operator is not providing a ‘subscriber corner’ on its website. Trai also noted that the call centre of the operator does not support IVRS. Some other issues which Trai noted included no customer care programming service and missing STB schemes on website. The MSO was also found to be forcefully providing a bouquet of free to air (FTA) channels to the subscribers with no choice of opting out.
Major Issues: No Support for IVRS, Missing Subscriber Corner on Website
Trai observed similar issues with Digicablecomm Services as the MSO was found to be not providing a subscriber corner on its website and the call-centre of the provider also did not support IVRS. The customer care programming was also missing, and subscribers were not able to choose any channel of their choice in BST.
GTPL Kolkata Cable & Broadband Pariseva were also missing subscriber corner facility on their website, and their call centre also did not support IVRS. The operator also hadn’t published STB schemes on its website. In case of Barasat Cable TV Network, the Trai found issues with toll-free customer care number going unanswered, no subscriber corner facility and no IVRS support in the call centre. Bhorer Alo Cable & Broadband was found to be having the same issues of missing STB schemes on the website, no subscriber corner and lacking IVRS support in the call centre.
Posted by Veronica Silva Cusi, news correspondent
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