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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)

Deepak Maheshwari 10 years 10 months ago

The best method is to put all tariff plans in seconds, so that wherever/whenever the call drops it will be charged to actual use of seconds & not the per min. plan which causes hefty loss to subscribers. No penalty otherwise will ever be paid to the consumers from the operators as there will be many glitches in the system & operators will make merry with the Govt. officials as usual. As on today also the subscribers are overcharged in voice calls as well as Data services.

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Kulendra Singh Rathore 10 years 10 months ago

A1: Complete Agree with all point. there has been serious ignorance of regular TRAI warnings by telecom operator.... Also penalty should be such that, it does not effect customer. A2: Any Financial punishment can not be solution. Take some strict action. A3: Need experts views. A4: Yes, customer feels helpless to resolve their problems, if problems arises due to fault of these operators. always assistance is given for improvement but no

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Shashank M_1 10 years 10 months ago

Yes I agree that the call drops shouldn't be charged to the customers. In addition, I believe that a mechanism should be in place to ensure that call drops are penalized to the service provider through cumulative talktime (minutes/hours) which can be redeemed after a minimum accumulation (min 5 min). Talktime accumulation can also be taken as a measure by the regulator of the quality of service being provided by the provider. Maximum no of call drops by any provider can lead to a govt penalty.

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Ravin Kayasth 10 years 10 months ago

Ans1: Yes the customers shud b compensated. The earlier call as well as the dropped call be made free as compensated. Ans2: The compensation shud be in the terms of talktime adjustments. Also the fine / compensation shud b doubled if same consumer is affected again & again like the traffic fines. Ans3: As above Ans4: There shud be threshold limit for particular service provider say 1% of their service base if they report call drops to TRAI then that service provider shud b fined heavily

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Indira Gaekwad 10 years 10 months ago

The companies should be governed by strict rules and regulations and in no way consumers should be charged for which the services is not provided. Consumers should should get credit in monetary terms and at the same time the companies must be fined.Implementation of rules and regulations and check on the issue is important.

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Ravin Kayasth 10 years 10 months ago

Ans1: Yes the customers shud b compensated. The earlier call as well as the dropped call be made free as compensated. Ans2: The compensation shud be in the terms of talktime adjustments. Also the fine/compensation shud b doubled if same consumer is affected again and again like the traffic fines. Ans3: As above Ans4: There shud be threshold limit for particular service provider say 1% of their service base if they report call drops to TRAI then that service provider shud b fined heavily

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Neeraj Gupta_17 10 years 10 months ago

Government charging the telecom providers for call drop is absolutely correct for middle class people. Recently there is lot of calls drops and line disturbances, which does not improve in-spite of regular complains to service provider. Some strict action should be taken to resolve this problem.

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MAYURESH GANU 10 years 10 months ago

Completely agree with the aspect of punishment/penalty for the telecom operators. Recently, the voice quality of calls have dropped drastically and even after making several complains the the operators, they do not give a fair response,which is disappointing.

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Anibrata Hari 10 years 10 months ago

We want the actual net neutrality not the one which is defined by the telecom companies. I have the right to access what i want.

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Manish Chandra 10 years 10 months ago

A1: Complete Agree with all point. However, Their should be some strict punishment/penalty to operator for the ignorance of regular TRAI warnings. Also penalty should be such that, it does not effect customer. As financial penalty is easily recovered from customer. A2: Any Financial punishment can not be solution. Take some strict action. A3: Need experts views. A4: Yes, customer feels helpless to resolve their problems, if problems arises due to fault of these operators.

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