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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)

Prashant Mathur_3 10 years 10 months ago

Data services should be added to this as they run on the same network and due to poor network customer don't get the service they pay for.

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vivek kumat 10 years 10 months ago

when call drops, it is not known by us by which side the call was dropped. So if a BSNL customer calls Airtel and call drops how to know this thing which network defaulted ? So the Network Provider Company should have an alert system through sms or something else by which they communicate to the customer that the cal/network was hindered on their part (in an appologising manner) and they should suitably credit call time/ data to the customer. In non-metro cities, data is often hindered.

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Rahul Galav 10 years 10 months ago

1. need to define criteria and spread awareness what is a call drop. 2. Compensation should directly be given to the customer. 3. In case of re-occurring call drops , there should be some penalty which also should be given to customer, so that way customers will also aware about the issue and the benefits what govt is providing to them after Telco's make some non-compliance in service .

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Senthi P 10 years 10 months ago

Substantial increase in demand is there in telecom sector; which they just can't manage mainly in cities. If you call up, many times it will say call is not reachable even then it is reached call drops occurs at frequent interval.

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Saurabh Rathore_3 10 years 10 months ago

A1: Yes. For any drop call no charges should be applied A2: Credit of talk-time in minutes/ seconds. A3: It should be double the amount of charges taken by Provider. A4: Rule should be implied for data charges as well. if 3G service taken and consumer get 2G service then no data charges should be implied and provider should compensate for bad service to consumer.

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Sumit Batish 10 years 10 months ago

Not even a single day passes when i don't experience a call drop. 1) TRAI should come up with some compensations for the user in form of reimbursement/free minutes for post paid/pre paid consumer. 2) Telecom operators should be made to provide total number of call drops a consumer had, mentioned on their bills/balance info every month. 3) After monitoring, if they are not able to rectify the problem even after having with the required infrastructure, TRAI should slap them with hefty fines.

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manish garg 10 years 10 months ago

Difficult to understand whether it was a call drop or call disconnected by user. However, if it is established that it was a call drop, then the consumer should not be charged for that pulse. In addition, a bigger problem is the paucity of the cell towers and multiple agencies demanding money to put in towers + local regulations. TRAI and DoT should work together to frame rule & guidelines for this - that should be honoured across India. Let DoT collect money and pass to local governments.

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Aanshul Bhojwani 10 years 10 months ago

I agree with the proposal for monetary compensation for all call drops (a) within 5 seconds of call - entire compensation (b) beyond 5 seconds of call - the last pulse of the call (minute/second) which got dropped. There should be auto credit of compensation as an obligation on telco service provider.

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Shekar Shetty 10 years 10 months ago

Mobile companies are cheating people to generate their income by backdoor practices here is two real example: Govt need to look in to this matter first, this is terrible than call drops. who will look into the poor people?.. i bet these problems faced by lacks of poor families.. please act on it

mygov_144188313826513.pdf

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DEVESH_14 10 years 10 months ago

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