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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)

Srinivasan Mudaliar 10 years 10 months ago

1) the networks while travelling by train even in city is so stressful that it needs to be corrected first 2)try to get BSNL corrected first, sumtimes when even near the tower the calls drop 3)system should be introduced where in the top ups should be not in rupees but in minutes, BSNL has such one recharge where in you can top up minutes instead of rupees. so no blanace is cut from your account for VAS services which you do not desire 4)how to monitor call drops ?????????

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Aditya Raj Verma_1 10 years 10 months ago

1.Refund the amount of whole call .It means even call is drop on third minute,telco has to refund whole three minutes charges that all. 2.License should be cancel if telcos cross permissible limit of call drops.

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Akash_40 10 years 10 months ago

Dear TRAI,firstly we have to give it to you for this great interactive forum. NaMo is really a star in that sense. A1 yes. Penalize them A2 pay back in minutes or seconds A3 automatic balance update and use it in one day 24 hours. A4- pesky calls,SMS, and pls pls pls they are providing pathetic data service. It is clearly not 3G/4G but they do charge under the garb of providing it. Thanks

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Srinivas Tanubuddhi 10 years 10 months ago

A1: Yes. For any call drop no charges should be applied. A2: Credit of talk-time in monetary terms as we take the pain to reconnect the call. A3: It should be double the amount of charges taken by Provider. A4: Not only Call charges, We get charged for 3G service but will be provided 2G data connection most of the times.

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Akash_40 10 years 10 months ago

Dear TRAI, Airtel has been charging exuberant rates in postpaid.I shifted to pre paid.I get pesky calls,SMS & this shows Airtel has circulated my number. Call drop is a regular feature of Airtel in Delhi. You must ask them to compensate consumers. Also they are providing G in the name of 3G which is the biggest scam of the decade. Please kick them out of the service and bring in better competition because clearly these guys have become complacent in the abscence of state intervention.

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Sharad Daga 10 years 10 months ago

Along with call drops, calls which get cross connection and calls in which either party is not receiving voice should also be made accountable for the telcos..

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Sharad Daga 10 years 10 months ago

Let's be practical.. Each telecom provider should keep a call drop cell. A particular number should be generated by TRAI for sending a message in a particular format, where customers can text about particular call which has dropped. Now onus is on the telecom provider to verify it and once verified with in a given time frame.. say 24 hours.. credits should be given in terms of talktime to the customer as well as the receiver of the call, which should be equal to the last pulse of the call.

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sandeep_249 10 years 10 months ago

tari should strictly warn the service provider. as we r paying so it's deir responsibility to provide us good network service. I request tari to take action against dis happening

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shobhit joshi 10 years 10 months ago

A1: Yes. For any drop call no charges should be applied A2: (i) 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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Anupam Pawale 10 years 10 months ago

Before call drop, the MSP should focus on network connectivity. In large growing cities like Pune, Indore, Ahmedabad the population is growing and the mobile towers are not increasing by that pace. So that results more in network congestion and call drops. Also mobile network in high rise buildings is very bad, that also needs urgent attention. #CallDrops compensation should be there.

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