Manual of Practice v1
Manual of Practice v1
Manual of Practice v1
III. Customer care number, name, designation of the Nodal Officer and e-mail, contact
telephone number, facsimile number and address of the Nodal Officer.
List of Nodal Officers (State wise): A list of the Nodal Officers of following States along with
contact details is given below. The customers can approach the Nodal Officers of their States
through the below mentioned number/ address and other modes prescribed.
Nodal
Contact
State Officers/Grievance Contact Email
Number
Officers Details
Sourav Roy
Delhi & NCR 120-6175028 sourav.choudhary@denonline.in
Choudhary
0265-
Gujarat Jayesh K Desai jayesh.desai@denonline.in
2362236
080-
Karnataka Kishore KP kishor.kumar@denonline.in
42950107
0484-
Kerala Mr. Vinesh cscochin@denonline.in
4074930
022-
Maharashtra Rohit Kanitkar rohit.kanitkar@denonline.n
67934197 -98
Madhya 011-
Deepak Dubey Deepak.Dubey@denonline.in
Pradesh 40522423
Uttar 0522-
Shamim Akhtar shamim.akhtar@denonline.in
Pradesh 4076502
033-
West Bengal Ms. Mousumi Saha cskolkata@denonline.in
69451305
Sourav Roy
Rajasthan 120-6175028 sourav.choudhary@denonline.in
Choudhary
0612-
Bihar Sarita Mishra sarita.mishra@denonline.in
2323399
0612-
Jharkhand Sarita Mishra sarita.mishra@denonline.in
2323399
011-
Haryana Deepak Dubey Deepak.Dubey@denonline.in
40522423
Email: nodalofficer@denonline.in
IV. Procedure and benchmark for redressal of complaints through complaint center
and procedure to approach Nodal Officer.
E-mail Id – wecare@denonline.in
Note – In case any complaint remain unresolved with in the above mentioned timelines, we
will notify the reason for delay along within the specific date of resolution to the customer.
If the customer is dissatisfied with the resolution or the complaint remains unresolved, he
can escalate the issue to the DEN Nodal officer through the afore - mentioned medium,
Contact Number, E-mail, Facsimile number or Paper Mail on the Nodal officer address.
The Nodal officer will resolve the complaint within 10 (Ten) days of receipt of the complaint.
For activating your Set Top Box please call our Toll free Customer Care Number on 1800 419
2020 or get in touch with your local Cable Operator.
BASIC OPERATIONS:
Power On
2. If any favorite channel has been setup, the favorite channel will be automatically tuned.
Standby
1. If you press<Power> key while watching the TV, your DEN Set Top Box goes to standby
mode.
2. Pressing<Power>key again will take you back to previous screen from where it went to
standby mode.
Tuning to Channels
RCU<CH+/->Keys
1. Press <CH+/CH->key to change the channel while watching the TV. Programme banner
is displayed when there is a successful channel change.
1. For Direct Channel Access, please enter the channel number, using the numeric keys on
the remote. If an invalid channel number is entered, the channel will not be changed.
RCU<BACK>Key
2. Pressing again <BACK>key from Live TV will tune to the last viewed channel.
Viewing Experience
Available only when channels are available in dual language or with subtitles.
2. Press <MUTE> key to turn the audio off. A mute icon is displayed when the channel is on
mute. In order to reactive the sound press mute key again or press.
Screen Saver
1. The screen saver appears after time out. Screen is disappeared until any key is
pressed from the screen saver.
1. Pressing<GUIDE> key displays the "Programme Guide" screen and full screen video will
tune quarter screen. By default current event is highlighted and respective synopsis is
displayed at the bottom of the screen.
2. You can select programmes as per genres & upon selecting<OK> key programming guide
is displayed.
3. Pressing <FAVOURITES> key will tune to the first favourite channel. Using FAV key will
tune to next favorite channels available if any.
• The channel event listing is listed below under the channel name.
For detailed operation of DEN Set Top Box, kindly refer to your User Handbook or DEN User
Manual available on website.
VI. 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.
The obligations of DEN Networks Limited (DEN) and its associated Linked Cable Operators (LCOs) are
given below:
3. DEN or its LCOs should give a prior notice of 15 days to the consumers if it takes off
the air or discontinue exhibition of any channel on its network. However, no notice is
required if the discontinuation happens because of any natural calamities or reasons
beyond the control of DEN.
4. DEN or its LCOs should give a prior notice of 3 days to the consumers if any facilitative
maintenance work is carried out which cause disruption in signals up to 24 hours or a
prior notice of 15 days if such disruption is likely to last more than 24 hours.
5. DEN should provide a Manual of Practice and Consumer Charter to the consumers at
the time of subscription of service.
6. DEN should give a prior notice of 15 days to the consumers if it takes off the air or
discontinue exhibition of any channel on its network. However, DEN shall not be
required to give any notice if the discontinuation happens because of any natural
calamities or reasons beyond the control of DEN.
7. DEN should redress the complaints of consumers within the time limits and manner
as defined in the regulations issued by Telecom Authority of India in this regard.
Further, DEN should appoint a Nodal Officer for every State wherein the services are
present in conformity with the provisions of law.
8. DEN should provide a customer care facility to the consumers to readdress complaints
along with Web Based Complaint Monitoring System.
9. DEN should offer minimum 100 Free-To-Air channels in the form of Basic Service Tier
package to the consumers as required under the relevant regulations.
The subscribers/ consumers are entitled to the following rights as specified under the
relevant regulations issued by Telecom Regulatory Authority of India and other rights as may
be available to them:
1. The Consumers are entitled to subscribe to the Basic Service Tier (a package
composed of minimum 100 Free-To-Air channels) and/ or any other package/
bouquet as may be offered by DEN from time to time. Further, the Consumers can
subscribe the channels from DEN on a-la-carte basis.
2. Consumers who have submitted complete applications to DEN or its LCOs are
entitled to receive the cable services from DEN provided there is not any technical,
operational limitation and the consumers satisfy and adhere to the terms &
conditions, requirements etc laid down by DEN and its LCOs for providing cable
services.
5. Consumers are entitled to receive a prior notice of 15 days if DEN takes off the air
or discontinue exhibition of any channel on its network. However, DEN shall not be
required to give any notice if any discontinuation happens because of any natural
calamities or reasons beyond the control of DEN.
6. Consumers are entitled to approach the customer care team of DEN and its LCOs for
redressal of complaints. The complaints should be readdressed by the said team
within the time limits and manner as defined in the regulations issued by Authority
in this regard. Additionally, consumers can approach the Nodal Officers appointed
by DEN for every State where services are present in case the consumers are not
satisfied with the solution provided by customer care team.
7. Consumers can opt for any of the Standard Tariff Package Scheme prescribed under
the regulations/ orders issued by Authority and any other scheme/ tariff package
framed by the DEN.