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Department of Telecom

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Seeking comments on TRAI’s Consultation Paper on Compensation to the Consumers in the Event of Dropped Calls

Start Date :

Sep 09, 2015

Last Date :

Sep 22, 2015

00:00 AM IST (GMT +5.30 Hrs)

Submission Closed

In the past one year, consumers, at various fora, have raised the issue of call drops, complaining that their experience of making voice calls has deteriorated. In order to assess ...

In the past one year, consumers, at various fora, have raised the issue of call drops, complaining that their experience of making voice calls has deteriorated. In order to assess the problem, TRAI, in the months of June/ July, 2015, conducted special drive-tests on certain routes of Mumbai and Delhi, in which, it was found that Call Drop Rates of most of the telecom service providers (TSPs) were higher than the permissible limit of ≤2% set by the Authority. TRAI has prescribed financial disincentives on TSPs for failure to meet the quality of service benchmarks (including call drop).

TRAI is of the view that the problem of call drops needs to be examined in its entirety and requires adoption of a multi-pronged approach. It is also considering to make it mandatory for the TSPs to make periodic disclosures about (i) their network capacities and (ii) the steps taken to optimize their networks to address the problem of call drops. On the lines of drive tests undertaken in the cities of Mumbai and Delhi in June/July, 2015, the Authority would be conducting such drive tests across various cities in the country. While several steps are being contemplated, the Authority cannot remain a silent spectator to the problem of call drops encountered by the consumers.

In this background, TRAI has issued a consultation paper and has solicited comments with appropriate justification on the following issues:

Q1: Do you agree that calling consumers should not be charged for a call that got dropped within five seconds? In addition, if the call gets dropped any time after five seconds, the last pulse of the call (minute/second) which got dropped, should not be charged. Please support your viewpoint with reasons along with the methodologies for implementation.

Q2: Do you agree that calling consumer should also be compensated for call drops by the access service providers? If yes, which of the following methods would be appropriate for compensating the consumers upon call drop?

(i) Credit of talk-time in minutes/ seconds
(ii) Credit of talk-time in monetary terms
(iii) Any other method you may like to suggest.

Please support your viewpoint with reasons along with the methodologies for implementation.

Q3: If the answer to the Q2 is in the affirmative, suggest conditions/limits, if any, which should be imposed upon the provision of crediting talk-time upon call drop and usage thereof.

Q4: Is there any other relevant issue which should be considered in the present consultation on the issue of call drops?

Through this forum of My Gov, TRAI invites the comments of stakeholders on the above issues by 21st September, 2015.

Consultation Paper on Call Drops

Press Release regarding Consultation Paper on Call Drops

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Showing 508 Submission(s)

Sourish Ghosh_2 10 years 10 months ago

Providers charge you by minute or secs - if call is charged per minute and gets dropped then that minute's charge should not be made and one extra minute is to be added to the customer account, same goes for call unit as seconds.

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Pinaki Ghosh 10 years 10 months ago

Credit of talk time in minutes should be provided to the customer along with a 20% penalty for inconvenience caused. Example if the call gets dropped in 10 seconds he should get back 12 seconds of talk time. For post paid consumers, the bill should specify the seconds that is credited back.

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Shailendra Verma 10 years 10 months ago

I agree. The real issue is consumer shouldn't have to provide proof or calling Telco but compensation should be credited back to consumer with help of some audit software.

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Ashutosh_56 10 years 10 months ago

Call drops should be reimburse and credited to balance whenever call drops. Also 2G should be removed ( use less). Data plan should not be over charged. There should be a fixed monthly plan for unlimited data and voice call for all network operators.

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Dheeraj Agrawal 10 years 10 months ago

Yes customer should not be charged if the call is dropped due to network issue. After every call, reason for disconnection should be sent as soon flag to billing team. In case this situation is true, he should be reimbursed in monetary terms. Postpaid users will get money while prepaid can get minutes. There should be a limit of 100 Rs for the operator but if the limit is achieved more then twice in a given period of 6 months, it should provide additional compensation.

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Aadil Belim 10 years 10 months ago

In one of the episode of dna zee news on TRAI'S act was awesome. minimum internet speed should kept approx 100kbps. and all the greiviance should be rectified

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Tilok_3 10 years 10 months ago

Very good initiative, All Telcos in our country has taken subscribers on ride sofar, Moving out from one service provider to another but QoS remains same. I would request Govt to enforce all Telco to mark their CDR with an indicator if it was call dropped and that CDR should be charged with 0 Rs rated. In prepaid it should credit back for that call session charges. Penalizing Service provider will make then to improve their QoS. India is second largest subscriber base in world.

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P Sunil Dutt 10 years 10 months ago

Q1. The Calling customer should not be charged for a call that gets dropped. Q2. Credit of twice the talk time in monetary terms should be provided to the calling customer. Q4. Serious consideration should be given towards ensuring that defaulting Telcos do not add new customers, till such time they can provide decent levels of service to the existing customers. They should also submit reports of complaints received from customers in this regard to concerned authorities quarterly basis.

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anindya patra 10 years 10 months ago

#CallDrops During my commute from home to office regularly call drops at least 5 to 10 times.Even during night call drops from a static position like home.This is getting Horrible day by day.We are paying premium charges for availing services but those are absolutely not upto the mark.and call often drops while it is just start of the minute pulse. I am using a vodafone postpaid 8697742200 connection.And i want this to be dealt with stringent action be it penalty or punishment

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mohanraj_24 10 years 10 months ago

Govt should take serious action against this issue. Also the amount should be refunded to the struggled customer. 2G speed also be set to as it was actual...

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