(1) Every multi-system operator or its linked local cable operator, as the case may be, shall publish a Manual of Practice which shall, inter-alia, contain the following information, namely :-
(a) name and address of the service provider;
(b) terms and conditions of service offered by the service provider;
(c) customer care number, name, designation of the Nodal Officer and e-mail, contact telephone number, facsimile number and address of the Nodal Officer;
(d) procedure and benchmark for redressal of complaints through complaint centre and procedure to approach Nodal Officer;
(e) instruction for activation and operation of Set Top Box;
(f) the details of duties and obligations of the multi-system operator or its linked local cable operator and rights and duties of the subscriber as specified in these regulations;
(2) A copy of the manual of practice shall be provided by the multi-system operator or its linked local cable operator to each subscriber at the time of his subscription for service.
(3) The manual shall be prepared in English language and Hindi language and in the language of the state in which the service is provided to the subscriber.
(4) The manual shall be available for reference at every office of the service provider, customer care centre, at the sales outlets of the service provider and also at any other place which the service provider may consider appropriate.
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CHAPTER IV PROTECTION OF CONSUMERS AGAINST CHANGE IN COMPOSITION OF SUBSCRIPTION PACKAGES