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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)

Avinash Kuwade 10 years 10 months ago

MTNL sabse zayada call drop hote hai The consumer should get compensation in minutes or the consumer should get they money back of the time he/she has wasted due to call drop

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jishnu radhakrishnan 10 years 10 months ago

30% of my calls get dropped within few seconds. When I complaint to the Bsnl local authority they said my phone is having trouble, i charged my phone and still the problem occurred... now they are telling that my locality is having some trouble. I am getting a tower is 2.5 km away from my home, but not getting a tower within 1 km.. I am from Kerala. my number is 9497073888

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karan shah 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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Madhanraj M 10 years 10 months ago

I support net neutrality as its original definition not the definition as by telecos department. Freedom to access any the whole internet at any time without having to pay more is net neutrality.

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Rohit Balasubramanian 10 years 10 months ago

1) Calls shouldn't be charged if call drops occur within 5 seconds. 2)Compensation should be in form of Rs.1000 for prepaid customers and a free month for prepaid customers. New customers shouldn't be given a compensation of any form 3)the validity must be for a month and minutes/ seconds should be used for std/ local calls 4) Not that I can think of

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Amit Srivastava 10 years 10 months ago

Most of the telecom companies are providing 2G speed against the price of 3G. Amongst these telecom companies BSNL is on the top of the list.

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Pratik Mankar_2 10 years 10 months ago

I am Idea user. I am getting lots of problem during connecting internet and am trying to register my complaint but somehow its not possible. Also price of net pack and normal call rate also very high. So everyone knows as a student for study purpose Internet is neccessary. My point is simple that Net nutrility is important to us not only for using socialy but also study purpose. If this is not possible so reduce cost of netpacks.

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