(1) Every multi-system operator or its linked local cable operator, as the case may be, shall adhere to the following time limit for redressal of complaints of the subscribers:-
(a) all complaints shall be responded to within eight hours of receipt of the complaint:
Provided that complaints received during the night shall be attended by the next day :
Provided further that in case the multi-system operator or its linked local cable operator, as the case may be, for any reason beyond its control, is not able to comply with the above mentioned Quality of Service parameter, he shall communicate such reasons to the subscriber at the time of responding to his complaint;
(b) at least ninety percent of all ‘no signal’ complaints received shall be redressed and signal restored within twenty four hours of receipt of such complaint;
(c) at least ninety percent of all complaints, except the complaints relating to billing, shall be redressed within forty eight hours;
(d) no complaint referred to in clauses (b) and (c) shall remain unresolved beyond three days;
(e) all complaints relating to billing shall be redressed within seven days of receipt of the complaint from the consumer and refunds, if any, shall be made to such consumer within thirty days of receipt of the complaint.
(2) Every multi-system operator or its linked local cable operator, as the case may be, subject to any other provision in these regulations, may specify a system of discount or 14 rebate to the subscriber due to interruptions in service and shall make the subscriber aware of such scheme.