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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)
kshitiz_4
kshitiz_4 10 years 10 months ago
Yes punishment to telecom operators for call drops is necessary but there should be a able system to log the call drops so that operators cant fool the system. i think compensation is a good idea. but the cost of spectrum should also be decreased by govt in interest of consumers as the hefty price of spectrum is to be paid by end consumers and not the operators. #TRAI #calldrops
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kshitiz_4
kshitiz_4 10 years 10 months ago
Yes punishment to telecom operators for call drops is necessary but there should be a able system to log the call drops so that operators cant fool the system. i think compensation is a good idea. but the cost of spectrum should also be decreased by govt in interest of consumers as the hefty price of spectrum is to be paid by end consumers and not the operators. #TRAI #calldrops
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Ashish Gupta
Ashish Gupta 10 years 10 months ago
Q4: Customer should be able to notify TRAI of call drop with simple text toll-free SMS (say, "DROP dd/mm/yyy"). TRAI should compile this data by provider, circle, month and publish results publicly. This metric should be monitored and TRAI should expect to see gradual decline, failing which overall penalties may be imposed of significant amount.
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Ashish Gupta
Ashish Gupta 10 years 10 months ago
Q2 & Q3: If stringent limits are enforced for Q1, then customer needn't be compensated for all call drops. But companies should pay 2x the cost of 10 minutes talk-time in monetary terms for each and every call drop after first 2 in any calendar week and first 4 in any calendar month. This money shouldn't have restriction of usage within certain duration.
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Ashish Gupta
Ashish Gupta 10 years 10 months ago
Q1: Yes, and increase limit to first 15 seconds. Reason: It takes 5 seconds to even start communicating beyond hello and no information has been conveyed typically so far. Further, for drop after first 15 seconds, last pulse + 1 minute should not be charged. Reason: When repeat call is made to continue the conversation, background context of conversation is repeated which wastes time. It takes about 30-60 seconds to get into flow of things.
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Ramesh Babu
Ramesh Babu 10 years 10 months ago
BSNL wont change. Even they didnot respond for any query. First of all BSNL has to check for signals in all the places. They never bother to check. First change come from BSNL service provider. If there is no signal what is fun of drop signal
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anil kumar_270
anil kumar_270 10 years 10 months ago
Calling consumers should not be charged for call drops by TSP. Because incomplete conversation is miscommunication and more dangerous than non-communication. It creates stress/panic to communicator as well as receiver. Any method for crediting may be applied. However focus should be to ensure improvement in Quality of Service from the TSP. If number of more call drops in particular area and TSP not taking appropriate steps for improvement, it should be penalised by Govt.
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Astitv Gulati
Astitv Gulati 10 years 10 months ago
Also, Why not use the railway network around NCR and the country and the Delhi Metro to Stations to install light weight towers that can atleast assist in extending the network range if not at full capacity.
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Astitv Gulati
Astitv Gulati 10 years 10 months ago
A1. Yes. within 5 seconds should not be charged. above 5 seconds, the last pulse should be reimbursed in whatever manner suitable. A2. Yes. ii) credit is better than mins/sec during emergencies. A3. Whatever keeps the operators in check or else impose strict penalties. around the globe, govts have strict penalties in place which actually set the standard. why cant we do that ? penalise it. thats when we all will learn to respect the law. A4. Yes. despite DND, we get a lot of texts.
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