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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)

ABHIJITH VARMA RAJAGOPAL 10 years 9 months ago

4.actually i do not know what is happening...but i am sure that i experienced that while i am calling ,some other persons that i do not know will talk to me like thay are talking to their relatives.....why the connection is getting mixed,i dont know.....but are these service providers just made a decision to provide us only undervalued services for the money we are giving for them!!!!

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PRAVEEN JAYARAJ 10 years 9 months ago

1.Yes. The consumer shouldnot be charged. 2.Yes. Credit of talk time in seconds. 3.No limit. 4.No I have a suggestion for data packs also, i.e every network providers should maintain minimum speed for their customers whether they are using broadband,wimax,3g or 4g.India currently ranked 115th internationally in terms of average internet speed. So in my opinion both Voice and Data services should be improved.

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ABHIJITH VARMA RAJAGOPAL 10 years 9 months ago

3.actually i do not understand the question...but whatever it be ,,,please be with the people and make this greedy educated literated service providers understand a lesson........and ones again confirming that the government is with us!!!

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ABHIJITH VARMA RAJAGOPAL 10 years 9 months ago

all these days ,the problem is there...but when people started asking questions they came with a readymade answer that the facilities or spectrum whatever is lacking.....why they are not making it as an issue for all these days...... 2.it should be returned in terms of minutes / seconds for me.........if they can take from us the money we have been saving,,then they have the bloody right give us back what they unrightly taken from us!!!!!

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Saiprasad K 10 years 9 months ago

1.Yes, Should not be charged 2.Yes, Credit talk time in monetary terms 3.No limits 4.Lack of transparency in charges may prompt Service provider to compensate his losses , consumers always in the dark and deprived.

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ABHIJITH VARMA RAJAGOPAL 10 years 9 months ago

1.i agree with it.....i am a bsnl user and i experienced this irritating behaviour from the mobile connection lot of times a day....why should we pay even when we are not the cause of the call drop? if the service providers are doing this for a while,,,how much profit they has been made out of this and made us fool of each other? they should pay for their greediness from now on.......

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vineeth_15 10 years 9 months ago

1.Yes. no charge should be taken 2.Yes. Credit of talk time in seconds. 3.No limit. 4.Yes BSNL provider is so poor in their services.

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Shibukumar D 10 years 9 months ago

Q-1.Yes,Q-2.Yes.Q-3.Talk time,Q-4.Yes Ring back tone not try to use as way of service providers advertisement, through the expense of customer. Customer spent his money for ring back tone only not for the companies advertisement,For Ex.copy to this this music press star nine.

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Deepu Sridharan Nair 10 years 9 months ago

1. Yes, I agree on both counts. 2. Yes, I agree. They should ideally compensate the consumer in credit of talk-time in minutes/seconds. 3. There should be no limit to the creditable talk-time upon call drop and usage thereof. 4. The service provider should also be penalized by the Govt.

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Shibukumar D 10 years 9 months ago

If we activate dailer tone(ring back tone), the service provider make it as a way of advertisement, that is why some one call us, first up all provider give message that there is a chance to copy the dialer tone( ring back tone) and the way of activating the tone. The subscriber pay money for the ring back tone only not for advertisement. Thus the provider make the subscribers time and value for thie advertisement. So pls avoid this way of system

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