CONSUMER’S CHARTER

INDUSIND MEDIA & COMMUNICATIONS LIMITED

 CONSUMER’S CHARTER FOR DIGITAL ADDRESSABLE CABLE TV SYSTEMS

We thank you for the interest shown in availing Digital Cable TV services from IndusInd Media &
Communications Ltd.

In this charter , for the sake of convenience , IndusInd Media & Communications Ltd. shall be referred to
as “ We “ “ Us “ “Our “ or “ IMCL“ and the Consumer/customer shall be referred to as “ You “ or “
Subscriber “.

IMCL currently offers two types of services – Standard Definition (“SD “) and High Definition (“HD “ )
services. Currently SD services are available in all IMCL networks. HD services are available in the cities
of Mumbai & Delhi. Listed herein below, city wise are the areas that IMCL’s networks cover.

IMCL also offers Broadband Services and more details of same can be obtained by visiting
www.indigital.co.in. We have a centralised helpline no. 1800-266-6456 or 1800-103-4456 (toll free) to
assist you.

CITY AREA List of IMCL Offices / JV Offices Contact details

th
MUMBAI MUMBAI IN Centre, 49/50, 12 Road, MIDC, Mumbai – 022-28208585
400093.
DELHI DELHI 10-A, 2 ND FLOOR, SHIVAJI MARG, MOTI NAGAR, 011- 25459280
NEW DELHI -110015.
However since we are a cable network, the availability of services available will depend on the technical
and operational feasibility i.e. the reach of the network in your locality.

SD & HD service require different types of Set Top Boxes to be installed in your premises, so please read
through this charter carefully and decide.

Terms and conditions for the Set Top Boxes ( “ STB” ).

STBs are available under the following schemes: Standard Definition Set-Top Box

SD Hardware Amount Rental Taxes if any Refund

Scheme p.m.
One time Rs.1260.00 Nil Excluding On termination,
Activation Taxes STB Return Bonus
Rs.400/- 1st Year
Rs.100/- 2nd Year
Rental (3 yrs) Rs.500/- as Rs.40/- Excluding On termination,
Security for 40 Taxes Security Deposit less
Deposit months 20% Depreciation P.A
will be refunded
Hire Purchase Rs. 500/- as Rs.100/- Excluding On termination,
Security for 18 Taxes
Security Del Deposit less 20%
Deposit months Depreciation P.A
will be Refunded
Above rates are applicable for Standard Definition STBs only.
High Definition Set-Top Box

SD Hardware Amount Rental Taxes if any Refund

Scheme p.m.
One time Rs.1715.00 Nil Excluding NA
Activation Taxes

Above rate is applicable for High Definition (HD) STBs only.

Warranty on all STBs is twelve months. No repair and maintenance charges shall be payable by you
during the warranty period, provided STB has been used in normal working conditions and is not
tampered with. During the warranty period the STB will be repaired or replaced within 24 hours of
receipt of your complaint. After the warranty period expires, we shall charge you Rs.300/- towards
repair charges. Warranty after repairs will be valid for 90 days. Further details in this behalf are available
in the Terms and conditions Section.

All STBs are fully compliant with Indian Standards, set by the Bureau of Indian Standards as well as the
International Standard DVB(C)

To avail of a STB, kindly contact the IMCL Office nearest to you or your Local cable Operator. Fill up the
Customer Registration Form (CRF) with your personal details and the location where the service is to be
availed at. Choose the type of service required the STB scheme and pay the appropriate money.

Please carry and submit your address proof and photo identification. And ensure that you enroll one
mobile no. as a registered mobile number, so that you receive regular updates and payment reminders
and receipts of payments made. Email id will also facilitate better service standards.

Your Customer Registration Form (CRF) will have STB Serial Number & Smartcard Serial Number
mentioned which you should quote in all your communications to us whilst your application is under
process. If there is any deficiency in your CRF, such deficiency shall be made known to you by us in
writing, within two days from the receipt of your application by us. As already stated above, in case it is
not technically or operationally feasible for us to provide you with the connection we shall inform you of
the same indicating to you the reasons why, within two working days of the receipt of your CRF by us.
However if it is technically and operationally feasible for us to provide you with a connection, we shall
within two days of the receipt of your application (assuming that the CRF is correctly filled without any
deficiencies and that you have made the necessary payments) have the connection set up in your
premises. A duplicate copy of the CRF will be issued to you as an acknowledgement copy. Kindly quote
the Smartcard Serial Number in all future correspondence or follow ups. In the event, the STB is not
installed within 2 working days, a rebate of Rs.15/- per day for the first five days and Rs.10/- per day
thereafter will be given to the subscriber, subject to meeting feasibility and operational norms.
Selecting your Channels/packages

Now that the STB is installed, you need to choose the channels that you wish to view and accordingly
decide your monthly bill.

You have many choices to make here, so take your time and study what your family requirements are.
You can now choose to opt for the Basic Service Tier (BST) or create your own BST from the list of Free
To Air (FTA) channels. The total number of channels that you can avail of is one hundred channels of
which 18 + 5 are mandated Doordarshan channels. The BST is attractively priced at Rs.100/- per month
plus taxes.

You can choose only Pay channel packages offered by IMCL or along with the BST or choose one or more
of the Pay channels in a la carte mode or a combination of both at the prices indicated on the Package &
Channel Request Form (PCRF). All prices are exclusive of taxes.

Please note that if any channel which forms a part of the package that you have subscribed for becomes
unavailable on our network then your subscription charges for that package will be reduced by an
amount equivalent to the A la carte rate of that channel. Such reduction shall be effective from the date
of unavailability of such channel on our network.

We shall give you fifteen days prior notice (save and except in cases of natural calamities and reasons
beyond our control), before we take off of the air any channel or discontinue the exhibition of any
channel. The notice shall be published in the local newspaper and displayed through scrolls on your TV
screen.

You have to ensure that bills are paid within 15 days of the bill date. Failure to do so will attract a
penalty of 15% simple interest.

Our Prepaid will be offered shortly.

As per the choice of channels made, kindly pay the LCO/IMCL office and keep the STB in
Standby/Operational mode, so that the channels can be authorised on your STB.

Please read the STB manual which is inside the STB carton to familiarize yourself with its functions. Call
the Toll Free Helpline if you face any difficulties.

Happy Digital viewing.

Disconnection suspension and reconnection of Services

You can disconnect the services whenever you wish as long as the same is communicated to the
LCO/IMCL office/Customer Care No. in ADVANCE. In such instances;

- you will not be charged for any service charges other than charges for the STB, if any.

- and the period of suspension has to be a minimum one calendar month and cannot exceed
three calendar months.

- No suspension of services is possible if period is less than one month.

 Subscriber has to give at least 15 days notice in advance for suspension of any service/s.

If Services have been disconnected by IMCL or its LCO without intimation by the subscriber, no charges
will be payable by the subscriber including STB rentals, if any.

No reconnection charges will be levied upon resumption of services as long as the suspension period
falls within the limits mentioned above. One time reconnection charges of Rs.50/- will be levied if the
period exceeds three calendar months.

Your services also cannot be disconnected without a prior notice of 15 days.

Prior notice of 3 days will be given on screen if we are to shut down services for preventive maintenance
for a period of upto 24 hours and 15 days prior notice if the period is more than 24 hours.

Quality of signal at your location

We endeavour to deliver the signals to your location keeping the following technical parameters in
mind.

S No. Parameters Value

1 Maximum and Minimum Carrier 47 dB μV min. for 64 QAM
Levels 67 dB μV max. for 64 QAM
54 dB μV min. for 256 QAM
74 dB μV max. for 256 QAM

2 Signal to noise ratio 26 dB min for 64 QAM fall-off-the-cliff

32 dB min for 256 QAM fall-off- the-cliff.
3 Operating Margin (Noise Higher than 4 dB
Margin)
4 MER 30 dB (64 QAM) min.
34 dB (256 QAM) min.

These parameters are achieved by us on our trunk and distribution networks. Performance of these
parameters can vary from each STB location so much so that it can be different at two locations within
the same household due to the nature of the internal cabling within the household.

In such instances IMCL technician or its LCO will demonstrate the same at the tap off /splitter level that
feeds the particular household that the parameters are met and the subscriber will then have to replace
the internal cabling at his/her cost.

Redressal of Complaints

We have set up a centralised helpline no. 1800-266-6456 or 1800-103-4456 (toll free) to assist you
should the need arise. This service is available from 0800 hours to 00:00 hours every day. Executives
will be available to answer your queries in Hindi/English and the local language of the State.
In addition to the Toll Free no. Mumbai Customers can call us on 022- 66948993 & Delhi Customers can
call us on 011- 49587100. You can also log in complaints from your Registered Mobile No. or your
registered email id.

For each complaint you will be issued a Docket/ticket No.

In each of the service areas in which Imcl’s network operates through its Joint Venture’s and its
Distributors which are more particularly mentioned hereinabove a complaint centre has been
established for redressing your complaints and for addressing service requests by you . The Complaint
Centres shall be open and accessible to you between 08:00 hrs to 00:00 hrs on all days of the week.

Every Complaint Centre has a designated Complaint Officer whose name and contact details are
prominently displayed at the entrance to the Complaint Centre. On reaching the Complaint Centre
please ask for the Complaint Officer who shall attend to your complaint.

All complaints shall be responded to within eight hours of the receipt of your complaint by us.
Complaints received during the night shall be attended to the next day.

We have also appointed a Nodal Officer in every State in which we operate our network.

The names addresses and contact details of our Nodal Officers and the respective States which they
represent are as stated herein below:

LIST OF NODAL OFFICERS

INDUSIND MEDIA & COMMUNICATIONS LTD. - LIST OF NODAL OFFICERS

SR. NODAL
SATTE REGION EMAIL ID ADDRESS
NO OFFICER
.
10-A, 2 ND FLOOR, SHIVAJI
MR. MARG, MOTI NAGAR,
1 DELHI DELHI VAIBHAV VAIBHAV.SINGH@INCABLENET.NET NEW DELHI -110015. TEL.
SINGH NO. 011 49587100. M.
8588814848

10-A, 2 ND FLOOR, SHIVAJI

MR. MARG, MOTI NAGAR,
UTTAR
2 NOIDA VAIBHAV VAIBHAV.SINGH@INCABLENET.NET NEW DELHI -110015. TEL.
PRADESH
SINGH NO. 011 49587100. . M.
8588814848

10-A, 2 ND FLOOR, SHIVAJI

MR. MARG, MOTI NAGAR,
3 HARYANA FARIDABAD VAIBHAV VAIBHAV.SINGH@INCABLENET.NET NEW DELHI -110015. TEL.
SINGH NO. 011 49587100. . M.
8588814848

4 GHAZIABAD MR. VAIBHAV.SINGH@INCABLENET.NET 10-A, 2 ND FLOOR, SHIVAJI

UTTAR
VAIBHAV MARG, MOTI NAGAR,
 PRADESH SINGH NEW DELHI -110015. TEL.
NO. 011 49587100. . M.
8588814848

49/50, 'INCENTRE', 12TH

MR. ROAD, MIDC, ANDHERI
MAHARASHTRA MUMBAI SANJAY SANJAY.KAMAT@INCABLENET.NET EAST, MUMBAI - 400093.
5
KAMAT TEL. NO. 022-28208585.
M. 9870003992

SHREE DATTA MANGAL

BUNGLOW, BEHIND
MR. MONA APTS., PATIL WADI,
6 MAHARASHTRA THANE SANJAY SANJAY.KAMAT@INCABLENET.NET PANCHPAKADI, THANE
KAMAT (WEST) – 400601. TEL. NO.
25435844. M.
9870003992

SHOP NO.7 & 8, PLOT NO

1, YOGESH BLDG., SHREE
MR.
NAVI GANESH CHS., SECTOR-28,
7 MAHARASHTRA SANJAY SANJAY.KAMAT@INCABLENET.NET
MUMBAI NEAR NERUL GYM KHANA,
KAMAT
NERUL NAVI MUMBAI. M.
9870003992

B - 702, GOYAL PLAZA, N H

SCHOOL ROAD, OFF.
KASHIMIRA-BHAYANDER
MR. ROAD, OPP.SHIVAR
8 MAHARASHTRA MIRA ROAD SANJAY SANJAY.KAMAT@INCABLENET.NET GARDEN, MIRA ROAD
KAMAT (EAST), DIST. : THANE -
400107. TEL. NO.
28554020. M.
9870003992

101, SAIDHAM
BLDG.,KHAREGAON,
MR
KALWA-WEST, DIST.:
9 MAHARASHTRA KALWA RANJIT RANJIT.SALUNKE@INCABLENET.NET
THANE - 400605 . TEL.
SALUNKE
NO. 022-25400121. M.
9819993936

SARVODHAY MALL, 2ND

MR FLOOR, SHOP NO. 08,
10 MAHARASHTRA KALYAN RANJIT RANJIT.SALUNKE@INCABLENET.NET OPP. APMC MARKET,
SALUNKE KALYAN (WEST) - 421 301.
M. 9819993936

MR. 307, 3RD FLOOR, ORANGE

11 MAHARASHTRA NAGPUR MILAN MILAN.PATIL@INCABLENET.NET CITY TOWER, OPP.
PATIL PATRAKAR BHAVAN,
DHANTOLI, NAGPUR -
 440010. TEL. NO. 0712-
6613100 / 6613200. M.
9833960510

3RD FLOOR, MALPANI

PRIDE, BESIDE REYMOND
MR. SHOWROOM, OLD PANDIT
12 MAHARASHTRA NASHIK MILAN MILAN.PATIL@INCABLENET.NET COLONY,SHARANPUR
PATIL ROAD, NASHIK. TEL. NO.
0253- 3015902 /03/04. M.
9833960510

987, "C" WARD, 2ND

FLOOR, RAJESHWARI
MR.
APARTMENT, BHUI GALLI,
13 MAHARASHTRA KOLHAPUR MILAN MILAN.PATIL@INCABLENET.NET
LAXMIPURI, KOLHAPUR -
PATIL
416002. TEL. NO. 0251-
2642155. M. 9833960510

5TH FLOOR, VYANKATESH

MARKET, ABOVE
MR
PIMPRI - VEGETABLE MARKET,
14 MAHARASHTRA RANJIT RANJIT.SALUNKE@INCABLENET.NET
CHINCHWAD PIMPRI, PUNE – 411017.
SALUNKE
TEL. NO. 020-32414445 M.
9819993936

FLAT NO.301, 3RD FLOOR,

B WING, OM RESIDENCY,
MR
S.NO.265/2, OPP MAULI
15 MAHARASHTRA PUNE RANJIT RANJIT.SALUNKE@INCABLENET.NET
GARDEN, BANER ROAD,
SALUNKE
BANER, PUNE 411 045. M.
9819993936

SHOP NO.C-3, ARORA

ESTATE, OPP. ST.
MR.
MARGOA - JOAQUIM'S CHURCH,
16 GOA MILAN MILAN.PATIL@INCABLENET.NET
MADGAON BORDA, MARGOA -
PATIL
403802. TEL. NO. 0832-
2735536. M. 9833960510

PERREIRA CHAMBERS,
3RD FLOOR, OPP. VASCO
MR.
TOURIST HOTEL, VASCO-
17 GOA VASCO MILAN MILAN.PATIL@INCABLENET.NET
DE-GAMA, GOA - 403507.
PATIL
TEL. NO. 0832-2519612.
M. 9833960510

MR. 3RD FLOOR, SUBRIYA

18 GOA MAPUSA MILAN MILAN.PATIL@INCABLENET.NET CHAMBERS, KENI WADO,
PATIL MAPUSA, GOA - 403507.
TEL. NO. 0832-2250439 /
 2263787. M. 9833960510

301 TO 305, 3RD FLOOR,

SHANAY-2 COMPLEX, OPP.
SANYAS ASHRAM, BEHIND
MR.PANK LIC BLDG., ASHRAM ROAD,
19 GUJARAT AHMEDABAD PANKAJ.OZA@INCABLENET.NET
AJ OZA ELLIS BRIDGE,
AHMEDABAD 380006.
TEL. NO. 079-26574679-
81. M. 9825604155

E-WING, 4 & 5 FLOOR,

MR.
21ST CENTURY BUILDING,
BHAVESH
RING ROAD, SURAT
20 GUJARAT SURAT GORASIA BHAVESH.GORASIA@INCABLENET.NET
395002. TEL. NO. 0261-
3053210 / 08490926712.
M. 9727599099

A, WING, 801-805, 8TH

FLOOR, ALKAPURI
MR.
ARCADE, R C DUTT ROAD,
21 GUJARAT VADODARA PANKAJ PANKAJ.OZA@INCABLENET.NET
VADODARA-390006. TEL.
OZA
NO. 0265-6690601-602.
M. 9825604155

BEHIND AKASHWANI QUA,

NEW PARIMAL CHOWK,
MR. ABOVE HARIOM AUTO,
22 GUJARAT RAJKOT PANKAJ PANKAJ.OZA@INCABLENET.NET UNIVERSITY ROAD,
OZA RAJKOT - 360005. TEL.
NO. 09427222243. M.
9825604155

109,2ND FLOOR, KH
ROAD, BANGALORE-
MR. 560027. TEL. NO. 080-
23 KARNATAKA BANGALORE THARUN THARUN.RAI@INCABLENET.NET 40114205-9. M.
RAI 9833850508

21-A, 1ST FLOOR,

VISHWAMANAVA,
MR. DOUBLE ROAD,
24 KARNATAKA MYSORE THARUN THARUN.RAI@INCABLENET.NET SARASWATIPURAM,
RAI MYSORE - 570009. TEL.
NO. 0821-2541779. M.
9833850508

SANSUKHA COMPLEX,
25 KARNATAKA BELGAUM MR. THARUN.RAI@INCABLENET.NET
2ND FLOOR, KHADE
THARUN
BAZAR, BELGAUM 590002.
 RAI TEL. NO. 0831-2461456.
M. 9833850508

BANKIM KANAN, NEAR

ALL INDIA RADIO,
MR. SUJIT CHINCHURAH STATION
26 WEST BANGAL KOLKATA SUJITDAS2006@GMAIL.COM
DAS ROAD, CHINCHURAH R.S.
PINCODE. 712102. M.
9331197607

NO. 6-3-1090/1/1,4TH
FLOOR, UMA HYDERBAD
HOUSE, RAJ BHAVAN
MR. SRI
27 TELANGANA HYDERABAD SRIKUMAR.S@NXTDIGITAL.IN ROAD,SOMAJIGUDA,
KUMAR
HYDERABAD-500082. TEL.
NO. 040-23339777. M.
9959496789

47-10-6, FLAT NO. 19&20,

SRI PADA DIAMOND
TOWERS, NORTH BLOCK,
4TH FLOOR, NEAR
ANDHRA MR. SRI DIAMOND PARK,
28 VAIZAG SRIKUMAR.S@NXTDIGITAL.IN
PRADESH KUMAR DWARAKANAGAR,
VISHAKHAPATANAM
(VIZAG)- 530016. TEL. NO.
07416266667. M.
9959496789

MR. 49/50, 'INCENTRE', 12TH

SUBHASH ROAD, MIDC, ANDHERI
SUBHASHISH.MAZUMDAR@INCABLENE
29 ALL INDIA ALL INDIA ISH EAST, MUMBAI - 400093.
T.NET
MAZUMD TEL. NO. 022-28208585.
AR M. 9821069130

In case you are not satisfied with the redressal of your complaint by our Complaint Centre you may
approach the Nodal Officer appointed for the State in which you are being provided our service. You
may send your complaint to the relevant Nodal Officer by a letter in writing, or through telephone (
preferably the telephone number which you have registered with us ) or by Short Messaging Service ( “
SMS “ ) or through our web based online complaint filing system.

Our Nodal Officer shall issue an acknowledgement to you within two days of the receipt of your
complaint by us and give you a unique complaint number.

Our Nodal Officers shall resolve your complaint within ten working days from the receipt of your
complaint by us.

The Broad Terms and Conditions on which we shall offer you our services
Definitions and Interpretations
All the words and phrases used herein below shall have the same meaning and interpretation as that
which is assigned to them under the Cable Television Networks (Regulation) Act 1995 as amended and
the Regulations issued there under and the Cable Television Networks (Regulation) Rules 1994 as
amended.
Force Majeure:
If at anytime, during the continuance of the Cable Service, the Cable Service is interrupted,
discontinued either whole or in part, by reason of war, warlike situation, civil commotion, theft,
wilful destruction, terrorist attack, sabotage, fire, flood, earthquake, riots, explosion, epidemic,
quarantine, strikes, lock out, compliance with any acts or directions of any judicial, statutory or
regulatory authority or any other Acts of God, or if one or more Channels are discontinued due
to any technical or system failure at any stage or for any other reasons beyond the reasonable
control of the LCO or Imcl, the Subscriber will not have any claim for any loss or damages against
the LCO/ Imcl.
Disclaimer: The LCO/ IMCL will make reasonable efforts to render uninterrupted Cable Service
to the Subscriber and make no representation and warranty other than those set forth in this Charter
and hereby expressly disclaim all other warranties express or implied, including but not limited to any
implied warranty or merchantability or fitness for a particular purpose.

Limitation of Liability: LCO, Distributor and IMCL and the employees thereof shall be not liable
to the Subscriber or to any other person for all or any indirect, special, incidental or consequential
damage arising out of or in connection with the provision of the Cable Service or inability to provide the
same whether or not due to suspension, interruption or termination of the Cable Services or for any
inconvenience, disappointment due to deprival of any programme or information not attributable to
any negligent act or omission on the part of Imcl. Provided however the maximum liability of IMCL for
any actual or alleged breach shall not exceed the Subscription paid in advance to LCO for such duration
of Cable Service, for which the Subscriber had paid in advance but was deprived due to such breach.

Indemnity: The Subscriber will indemnify and hold harmless the LCO and IMCL from all loss, claims,
demands, suits, proceedings, damages, costs, expenses, liabilities (including, without limitation, legal
fees) or causes of , for the misuse of the Cable Service or for non-observance of the Terms by the
Subscriber.
 Jurisdiction: All disputes with respect to the Terms between the Subscriber and IMCL shall be
subject to Mumbai/Delhi/Kolkata jurisdiction, as the case may be.

Miscellaneous: Above terms are subject to any regulations, notification, tariff order, direction
issued by TRAI. If any of the provision of the Terms becomes or declared illegal, invalid or unenforceable
for any reason the same will be amended as per the new regulations, notification, tariff order, direction
issued by TRAI. Rest of the provisions shall remain in full force and effect and No failure or delay to
exercise any right or remedy hereunder shall be construed or operate as a waiver thereof.

N.B. Please Note that this Consumers Charter and the CRF issued to you shall be read as a whole whilst
resolving all disputes and differences that may arise between you and us.