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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)

Mahabaleshwar Sheregar 10 years 10 months ago

Calling consumer must be compensated by crediting 50% of the call cost so that it becomes a deterrent to the service provider and quality improves.

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Rishabh_63 10 years 10 months ago

A1. Yes I agree that there should be no charge on dropped calls. Not only is the consumer losing time and getting irritated, being charged for any poor service is not justified. A2. Credit of talk-time in monetary terms It will be clear that this much amount has been credit for dropped-calls. There will be no hidden terms and conditions that can be applied. A3. Full amount for that minute should be refunded. A4. The network quality is very poor. Much Scope of improvement & regular monitoring

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Abhishek Kumar Patel_2 10 years 10 months ago

1.Drop Call charges should not deduct for prepaid consumer. 2. If Charges deducted by error then it should be auto refunded within 5 minute so consumer can make call again ( might be case of emergency) 3. Frequent call drop happens where operator do not have towers . like government area colonies for this govt and local body need to take step and notify operator and offer them place. 4. Jammer used by Central Jail and other govt body should work within Required places.

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Nikhil kumar_50 10 years 10 months ago

Q1-if call drop before 5 sec then telecom should refund the balance that have been charged ,as well as if call drop after 5 sec then money charged for last minute should be refunded. Q2- credit of talk time in minute/sec

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Abhinanda 10 years 10 months ago

Service provider should not charge for the call drops and also they should give proper network availability for the customers. In Bengaluru also we face lot of network issues.

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Sarath Kumar Navarajan 10 years 10 months ago

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Deepak Agarwal_17 10 years 10 months ago

cont : I am chasing for this problem from last 2-3 months that on poor signal situation the company clears up themselves by saying "The site is not under current plan, will consider in future development". A basic connectivity is utmost requirement and if the company is not able to provide so they should be penalized or rather display on their form that we have no service in these these area's. I am attaching a complete mail related to this.

mygov_144188497911868451.pdf

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Roop Saini 10 years 10 months ago

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Ranjeet Singh 10 years 10 months ago

There is very simple law "You have some players to run and you want them to do their best. then what will you do?" Either you will set a reward for best performer or set a punishment for least performer(In both case you will create sense of competition in mind of players). Today all TOs have problem of call drop so they are not competing with each other. Just set a rule to suspend/cancel the license of least performer and see the magic. You will need not to spend a single paisa on this.

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manas arora 10 years 10 months ago

Q1- If a call is made between two people and it gets dropped, telec-op shouldn't charge for the entire call. You can't have the barriers of if and buts in the form of 5/10 sec, etc. Call is a paid service from the customer and from the govt(in form of spectrum) and it cannot be treated as a favour from the telec-op which happens currently in the country.

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