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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)

Abhilasha Negi_1 10 years 10 months ago

Forget about enhancing data usage, the telcoms should 1st provide a decent network for making or receiving a phone call in metro cities like Mumbai. Like others, I have been complaining Vodafone about its horrible network for past 2 years but nothing has improved. Infact thanks to my router (and ofcourse my internet provider), I can have a clearer and longer conversation through whatsapp/skype/hangouts/viber than a normal GSM call

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Gautam Khurana_1 10 years 10 months ago

Raising complaints to airtel since Oct 2013. Still zero network at my hone in central Delhi.

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Anupreeta Chatterjee 10 years 10 months ago

Companies must recharge with the highest amount of the recharge plans they offer whenever the call drops takes place.

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indranil bhattacharji 10 years 10 months ago

q1) if call dropped compensation of deducted balance should be made. q2) the compensation should be made to the balance within a minute in the account. There is huge lack of cellular tower for Services and growing users need strong network invest on infrastructure and we pay a lot and being a user it really hurts!!!

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saurabh jadhav 10 years 10 months ago

we dont want net neutrality to be define by telecom companies...Indian constitution has given us a right to do whatever we want to speak,see.its our right, that we can access anything we want at any time. n for what reasons you have ban "porn"..if you have guts go n ban the politicians who have a criminal background,who do corruption...n please its India not a Pakistan to do such things....

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MANAN Bhatt_1 10 years 10 months ago

#OROP #EXSERVICEMEN #SEWADAR DEAR VETERANS LETS REMEMBER ALL OUR #BROTHERS WHO WORKED AS #SEWADAR IN! #HOUSEHOLDS PLEASE WRITE DOWN IN THE COMMENTS NAMES OF THE #SEWADARS WHO HAVE WASHED DIRTY LINEN AT YOUR #HOUSEHOLDS #SALUTE TO ALL OUR #BROTHERS FOR CORRECTLY AND EFFECTIVELY UTILISING #MILITARYMEN. BY MENTIONING YOUR SEWADAR'S NAME AND RANK IN COMMENTS TO THIS THREAD YOU WILL ALSO BE PAYING HIM TRIBUTES FOR HIS #SLAVERY oops #SERVICE TO THE #NATION oops #HOUSEHOLD the pm forgot to mention. #OROP is for house maids too. Thank you maj gen for OROP to ourselves. WE ALL ARE #EXSERVICEMEN. #UNITEDWESTAND WHEN IT COMES TO #OROP, #OFFICERS ARE ALSO #EXSERVICEMEN, OUR FELLOW #BROTHERS. AND #SLAVERY IS IN #INDIA BECAUSE OF THE #IAS LOBBY #BABUS. IT IS DUE TO #BABUS THAT OUR PAY PERKS PENSION ARE SO MEAGER THAT WE CAN ONLY PLAY #GOLF GO TO #CLUBS AND #PARTIES. #WIDOWS #PENSIONS WILL SEE STAGGERING RISE OF RS.1500/- FROM PREVIOUS HAFTY PENSION PAY CHEQUEOF RS. 3500/- POST #OROP #WIDOWS TOO WILL HAVE A BLAST IN THEIR LIVES. #GOLF #CLUB #PARTIES. HOWEVER OUR BROTHERN #OFFICERS WITH MEAGER PENSION RISE OF RS .20,000/- TO RS 40000/- WILL BE THE #BIGGEST LOSERS OF #OROP SO OUR #PROTEST AT JANTAR MANTARSTILL CONTINUES

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ABHISHEK TIWARI_37 10 years 10 months ago

1)Yes, call should be charged if it gets dropped before completion of pulse either a minute or second. Each Base station whose call dropping probability is less than TRAI standards should be splited to accommodate more calls with trade off of coverage area temporarily. In long term, operators should install new sites. 2)credit of talktime in pool balance with validity of minimum 30 days. 3) the validity must be 30 days and minutes/ seconds should be used for std/ local calls

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Anant Seth 10 years 10 months ago

Yes, call ought to be charged in the event that it gets dropped before finish of heartbeat either a moment or second. Every Base station whose call dropping likelihood is not exactly TRAI gauges ought to be splited to oblige more cancels with exchange of scope range briefly. In long haul, administrators ought to put in new locales. credit of talktime in pool parity with legitimacy of least 30 days. the validity must be 30 days and minutes/ seconds should be used for std/ local calls

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AMRITESH 10 years 10 months ago

The call drop problem is the serious issues with every service provider ranging from government player BSNL to Private players.In very precise i would like to suggest that TRAI should impose Credit penalty in case of call drop to the service providers by means of Credit of Double talk time in case of call drop taking place for 3 times in a day to the calling consumers .If call drop is more than 3 times then the service provider should be bound to pay the whole of the monthly tariff

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Aroon Kaliyur 10 years 10 months ago

A great way to compensate consumers whose calls get dropped is to introduce a system where the following happen: i) In case of prepaid subscribers, ₹5 is added to their mobile balance automatically. This is an amount that is adequate compensation in terms of fairness to the consumer as well as affordability to the TSP. ii) In case of postpaid, 10 minutes of calls and 5 SMSes are not charged subsequent to the call drop, in addition to the free-usage pack the consumer might have.

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