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Seeking comments on TRAI’s Consultation Paper on Compensation to the Consumers in the Event of Dropped Calls

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)
Vaibhav Chaturvedi_4
Vaibhav Chaturvedi_4 10 years 10 months ago
call drop is big issue in INDIA and it should be solved.....because we are paying but we are not getting those service for which we are eligible
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Nandish Chothani
Nandish Chothani 10 years 10 months ago
4) Some Service Providers are Starting VAS & other Service automatically and at its own option without customers letting know, Now Uneducated people are only knowing how to Dial Call and Receive and not knowing Reading Messages and all so, I feel that Companies are doing This thing intentionally so My Suggestion is that Before starting any new Service Company Must Call Consumer to avail Confirmation, also avail Confirmation from Existing users. #ConsultationPaper #MyGov
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Nandish Chothani
Nandish Chothani 10 years 10 months ago
.... Continuously for More than 2 to 3 Times (as sometime call center employee Disconnect call Between Conversion) So,It's not acceptable 3) Telecom Companies are earning huge & arbitrary & unethical Profit through charging high rates So, There should be Restriction Limit on % Profit as per taking Reasonable Variable Base (No. Of Active Customers) , So May be Due to that companies may charge Reasonable charges for their Services....... #ConsultationPaper, #MyGov
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Shekar Shetty
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_144187253526513.pdf
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Nandish Chothani
Nandish Chothani 10 years 10 months ago
A1: 100% agree, Call Dropped then should not charge whole call charges. A2: Refunding DOUBLE (as Penalty) Money or Minutes or Seconds A3: No Limit A4: 1) Now Days Company are providing Unlimited Internet Plan But, after Certain Usage Speed got Decreased, I feel that this is not acceptable thing as in USA AT&T Company Paid 100 Million Penalty for doing same things. 2) Some Service Providers are Block Customer Care No.(198)if we Dial.... #TRAI, #CallDrops, #ConsultationPaper, #MyGov
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Jayesh Kumar
Jayesh Kumar 10 years 10 months ago
In addition to call drop, there should also be penalty for deficiency in data services too. Most of them call their internet package 3G, but very rarely does one get such speed. At times, its just doesn't work even if the network says 3G. If a customer is not getting 3G service s/he should be charged for 2G rates then.
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Jayesh Kumar
Jayesh Kumar 10 years 10 months ago
Not just compensation for call drops, penalties too should be levied. It has to be in monetary terms, as post paid customers pay hefty monthly charges for lower call rates. Service provider shall pay not at the rate of twice the maximum call rate charged by them. Penalties levied must hurt them well enough, forcing them to make investments and improve service quality. They could be provided with some margin for incidental issues, say up to 5%.
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Soma Sekhar_2
Soma Sekhar_2 10 years 10 months ago
Yes. Consumers should be compensated for call drops by telcos. I 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. This is because, if it is charged, the telcos can utilize call drops as a way to increase their revenue.
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