1. On Request Channel Ala carte

2. CHANGE AND COMMUNICATION Change Date:- 1 st Jan’14 Change Done:- 20 channels will be configured as “On request Ala carte” means channels will be taken out from all SD & HD packages and will be available for subscriber only on request. EXCEPTIONS/EXCLUSION FROM ORA CHANENLS POLICY:- complimentary & VIP connections ORA channels policy will not apply. Subs will continue to enjoy the channels as currently.

3. CHANNEL LIST

4. COMMUNICATION The communication for this process will be executed in 2 phases : - Scroll will run on the 36 “on request Ala carte” PHASE 1 :- 15th Nov’13-01st Dec’13 Scroll 1.1:- “This channel will soon be available only “ON REQUEST”. To continue enjoying this channel within your pack at no extra cost, SMS DISHTV REQ from RMN or DISHTV REQ from any other mobile number”. Scroll 1.2:- “If you choose not to request this channels, you will earn bonus points worth Rs 100 to watch free movies on MOD”. PHASE 2 :- 01st Dec’13-25th Dec’13 Scroll 2.1:- “W.e.f 01st Jan 2014, this channel will be available only “ON REQUEST”. To continue enjoying this channel within your pack at no extra cost there after, SMS DISHTV ADD to 57575 or give a missed call on … by 25th Dec 2013”. Scroll 1.2:- “If you choose not to request this channel, you will earn bonus points worth Rs 100 to watch free movies on MOD”.

5. MODES OF REQUESTING CHANNELS:- Can be activated free of cost basis. Available on SMS and Call in customer care. CALL CENTRE · If a customer calls up the CC to request for channel, the agent will have a utility to take advance request for the channels (SCREENSHOTS OF SAME WILL BE SHARED WHEN READY,DRAFT HAS BEEN SHARED) · No option will be there for selecting all channels. Every channel will have to be manually selected. · In case a CAS 5 customer calls the agent will educate the sub for replacing the card first and will take advance request for the ORA on same screen as CAS 5 under field ORA request, so that when card gets swapped and repaired, the channel requested will be switched on automatically.

6. SPECIAL CASES SPECIAL CASES :- Upgrade :- i. In case a customer upgrades his pack, CC will educate customer on ORA channels and if requested will activate all channels. ii. In case customer calls up and enquires about bonus points, we will credit the points for channels not requested. Downgrade :- In case a customer downgrades his pack, his bonus points will not lapse. However if he again upgrades to a higher pack the bonus points will not be again credited for unveiled channels. HD subs –ORA policy will be applicable Multi-TV connections - In case of multi connections (SD-SD) and (HD-SD) - if ORA channel is REQUESTED on parent, it will be automatically activated on child connection

7. SUBSCRIBER TREATMENT Every Subscriber has to call or SMS to dish TV to opt for these channel. Subscriber won’t be charge anything to opt for these channels. REQUESTING ORA are SMS or missed call (missed call numbers are yet to be configured).In this case CAS 5 customers will receive auto SMS after they request. The request for VC replacement and advance request for ORA will be taken in same way as explained above. BONUS POINTS FOR CHANNELS NOT REQUESTED:- Of the 20 ORA channels, customer will get 100 bonus points for every channel not requested. For eg: if a customer avails 18 out of 20 ORA channels in his package, 200 bonus points will be credited to his VC on 1st Jan’13. 100 bonus points per channel will be automatically credited to customers on 1st Jan’14 against channels not requested. These bonus points will be utilized as per existing policy and have a validity of 1 year. Bonus Point utilization report will be available on CRM for agents to see the points consumed by customer with date.

8. Requesting Channel after Bonus Points Redemption:- A If a sub has redeemed his bonus points and then requests for ORA – We will provide the channel but in future we will not credit the bonus points if he does not want the channel again. B- If subs redeem his/her bonus points partially and after redemption of partial bonus points again if He/She is asking for channels -We will provide the channel however if there is any bonus points are remaining in the customer account then we will deduct on the basis of first come first serve. Ex: Customer having 800 bonus points against 8 channels and he has used 400 bonus points. Now he came to us and asked to activate 6 ORA channels, we will provide him the channels and deduct 400 bonus points which remains unused in his account and in future we will not provide him the bonus points if he wants to remove the channel. TREATMENT OF BONUS POINTS

9. Treatment of subs re-requesting channel after Bonus Point Redemption:- · In case customer requests for channel after full redemption of his bonus points, we will provide the channel. However in future bonus points will not be credited if he wishes to stop the channel. · In case customer partially redeems points and re-requests for channel, we will provide him the channel and points WILL NOT BE DEDUTED, however in future bonus points will not be credited if he discontinues a channel. · If customer re-requests for channel and all his bonus points are unutilized, we will deduct all bonus points and issue the channel. If customer in future stops the channel we will credit the bonus points as he had not availed any benefit earlier. Also note the treatment of multi connection bonus points will be as below :- · In SD-SD multi connection case, if a channel is not requested then double bonus points ;ie: 200 per channel · In HD-SD case : a) If channel not requested is SD and is in both parent and child packs; double bonus points will be credited (200 per channel) b) If HD channel is not requested, then only 100 points per channel will be credit to the parent VC. TREATMENT OF BONUS POINTS

10. BONUS POINTS SCREENSHOT Advance Request Screen

11. BONUS POINTS SCREENSHOT Bonus Points Consumption Report

12. Screen after 1st Jan BONUS POINTS SCREENSHOT