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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)
Prakash Tripathy
Prakash Tripathy 10 years 9 months ago
#TRAI: The truth is TSPs have inadequate infrastructure in relation to their consumer base. They should not charge for call drops before 5 sec as the caller has to start all over again. Subsequently it is immaterial whether the compensation is in the form of talk time or money. I suggest there may be a performance audit of TSPs by independent experts every 3 years & they may award a score out of 10. This may motivate the TSPs for better service & poor performers will lose consumers.
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Somen Ghatak
Somen Ghatak 10 years 9 months ago
Now call drop is a biggest issue in mobile sector . 20% call should cut during network problems . we must be relives from this .and the operator will pay for this
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paras gala
paras gala 10 years 9 months ago
CUSTOMER SHOULD NOT CHARGE NOT ONLY FOR CALL DROP BUT ALSO FOR DATA CONNECTION FAIL. SOME TIME I FOUND DATA CONNECTION IS FAIL FOR MOMENT WHEN WE TRY TO DOWNLOAD.
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BIDHAN NAYAK
BIDHAN NAYAK 10 years 9 months ago
Q1.Subscribers should not be charged FOR THE LAST PULSE if call is dropped.If the subscriber is ON PER MINUTE then he/she should not be charged if call is dropped within FIRST MINUTE OF CALLING.if ON PER SECOND PLAN then he/she should not be charged if call is dropped WITHIN FIRST 5 SEC. Q2. Yes.There must be compensation.Let individual subscribers choose the method of compensation by filling up choice once Q3. 1min for per min & 10sec for per sec plan Q4 Penalize operator with MAXIMUM DROPS
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sency sunny
sency sunny 10 years 9 months ago
1) YES - Because how about showing a video in theater without some frames? Does anyone pay for watching it? Then why would someone has to pay for a call drop? In 5 second if the call is dropped then of course the answer is YES. If its more than a 5 second call then last pulse (sec/min) looks ok to me but there must be some extra refund for the time and effort of another call. 2) YES - provide the refund as pulse ie sec or min. 3) If the refund is sec, it shd be 10 secs for the least case.
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Vishnu Prasad
Vishnu Prasad 10 years 9 months ago
1) YES - we are consumers we have the right for quality service. 2) YES - CREDIT TO A OFFLINE ACCOUNT. IF WE WANT TO CONVERT IT TO TALKTIME WE CAN IF WE NEED ANY OTHER TYPE OF SERVICE WE CAN USE THAT WITH THIS SAME MONEY. 4) WE ALSO VANT CONNECT THE CALL ON FIRST ATTEMPT PHONE SHOWS THE NETWORK IS BUSSY. BSNL ALWAYS PLAYS THIS LIKE GAMES IN KERALA REGION.
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Pradeep SIkhwal
Pradeep SIkhwal 10 years 9 months ago
1 Yes the customers should not be charged for the call drops 2 Yes compensation must be done by adding credit of talk time in seconds/ minutes 3 You can also compensate in by adding all value added services $ Call drops is the major one
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fsedu
fsedu 10 years 9 months ago
1.yes,customers must be compensated.2.yes,credit of talk times in monetary terms.3.talk times.The present services of IDEA is poor, now a days they are not connecting the phone calls, they are just sending msg... that you have a miss call and if you wand to know just spend amount for that.....
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Vivek Kumar_79
Vivek Kumar_79 10 years 9 months ago
1- Yes, consumer shouldn't be charged because as it depends on consumer either he is financially good or even though it is also possible on signal provided by companies as in some areas the service is not good, and this increase the dropping rates. Companies should have to take some loss for customers in case of the dropping calls. 2- The compensation should be done according to the (2) option. 3- There should limits according to the paisa/second. 4- Govt. have to focus on BSNL services.
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