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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)

Yuvaraj Kumar K 10 years 10 months ago

Quality lost by telecom providers now. Need to set some restrictions to them . I have faced lot of call drops. Put some strict condition that telecom providers need to know if call drops happen.

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Nirmal Thawani 10 years 10 months ago

1. Yes customer should not be charged for the call that got dropped whithin the 1st miniute. 2. if the call gets dropped , then for that minute the customer should not be charged. 4.Companies should provide the information about their call drop rates to the consumers

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Monica Bithar 10 years 10 months ago

The call Drops can be measured as follows: 1. No of call drops per consumer per day 2. The quality(static in the call, voice breaks etc) of the calls need to be taken into account, per day no of bad quality calls. The consumer should be compensated in monetary terms or talk-time depending on the type of connection they have pre paid or post paid. Apart from this a penalty needs to be levied on the service provider for failing to maintain/provide quality of service promised to the consumers

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Vinay Arya 10 years 10 months ago

The calling company only needs to be penalized by the government if a particular amount of call drop issues are found against them in a certain period of time, lets just say a month. It would be much beneficial in contrast to the compensation of 50 paise, 30 paise etc. to be provided to the customer. Being customers and the stakeholders for a particular mobile operator, I only feel that the most important thing is call quality without any interferences. No compensation, only penalty.

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Anandh Krishnamoorthy 10 years 10 months ago

I too agree. The telecom providers must be penalized for this lethargic error. They charge high amounts but when it comes to quality they stand at the last.

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Vandit_1 10 years 10 months ago

I have calls frequently dropped in just 1 or 2 seconds of call. Need a compensation for this. in 2 seconds they cant charge for 1 minute. This is like a LOOT. Simply wanting to fill their accounts they should be heavily penalized by TRAI so that they stay on the line or get out of the business.

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Abhishek Khetan_1 10 years 10 months ago

They should not charge for the call in which the call gets dropped at any point of time. And if number of call drops exceed a prescribed limit per customer he should be duly compensated in form of talktime in case of prepaid and dicount on bill in case of postpaid. Also telecom companies should be heavily penalised for charging customers for data connectivity if they dont provide with the promised bandwidth.

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Mahesh Pathak_1 10 years 10 months ago

1) when any personal call to another and call get drop with 10 sec,same number has been redial or to whom has call , dial to person from whom he or she received, consider as call drop, that call get not charge again, consider only one call. 2) Most of the customer are using the two SIM cards because of this issue,if service and network is improved this reduce the common man expenses and service provider is also benefit from it.

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Dhiraj Gaggar 10 years 10 months ago

1. It should be made mandatory for the comapnies to mention about the number of call drops in their #advertisements, websites and a board at all their offices. 2. Not charge for the entire call 3. If call is dropped twice in a row for the caller, the caller should get extra reimbursement at twice the rate being charged by the company

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MYNENI HITAL RAO 10 years 10 months ago

1)yes,consumer should not be charged for dropped calls,call for the same number for the next 120 sec should be made free. 2)credit should be in minutes 3)there should be disount on total bill for the month say 5%to 10%. 4)TRAI should not allow marketing calls on mobile network,they have to be banned totally on mobile network. 5)TRAI should not allow TELCOS to release new connections till the situation is improved to satisfactory level. 6)there should a mechanism wherein we can complain.

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