TRAI has issued an advisory dated 1/10/2015 to the MSOs under the Quality Service Regulation for DAS (Digital Addressable Cable TV Systems) that every MSO or its linked LCO, as the case maybe, shall within 24 hours of the receipt of complaint pertaining to malfunctioning of a set top box from a subscriber ensure that the set top box is repaired or replaced with a new Set Top Box if it is covered within the warranty or it has been acquired by the subscriber on hire purchase scheme or on rental basis. These standards are covered in the “STandards of Quality of Service (Digital Addressable Cable TV Systems), REgulations, 2012. TRAI suggests that for adhering to the 24 hours deadline, spare set top boxes may be provided by the MSOs to the LCOs in their jurisdiction.
MCOs are also requested to lay down proper communication procedures to register complaints through LCOs and get them redressed on priority basis.
TRAI circular is available at the TRAI site.