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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)

Alok Tripathi 10 years 9 months ago

1.Yes. The consumer should not be charged. 2.Yes. Credit of talk time in monetary terms. 3. No limit. 4. The service provider should also be penalized by the Govt.

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Hareesh M H 10 years 9 months ago

1.Yes.The consumers should not be charged for the call dropped.Instead action should be taken against service providers for worse network. 2.Yes.The service providers should give sufficient compensation for the customers for the dropped calls. 3.Credit of talk time. 4.In Kerala even 2G services of BSNL are not available.This problem has to be solved. Nowadays even a student has to search online for various studies and activities. Therefore, the internet charges have to be reduced.

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Manmohan_9 10 years 9 months ago

bsnl's service is the worst. I am staying in the town centre and my office is also in the heart of the town and at main road side. I have been using BSNL mobile for about 12 years now. Whenever I have to make a call or I have to attend a call, I have to come out of the building. Most of the time, I have to call 3 to 4 times to complete the call. BSNl has provided internet connectivity to me. But the connectivity is so slow that I have stopped using this feature.

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madhav bansal 10 years 9 months ago

Due to the increasing rate of call drop in these days the mobile company have charged with a discount in bill. Today we all are suffering from the problem of call dropping.

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Srinivas Keerthiprakasam 10 years 9 months ago

1.I agree should not charged if call is drop before 5 Seconds. After 5 seconds should charged like that particular customer plan. 2.(ii) Credit of talk-time in monetary terms 3.Call drop before 5 seconds, weak signals, etc... 4.Yes lot of relevance issues like this. if anyone cut the call like 0.59 seconds, but they mentioned 1.01 seconds and charged for extra 2 seconds.

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Ashutosh Jaiswal_2 10 years 9 months ago

An immediate action must be taken against the telecom companies. And at the least the entire call cost be refunded to the customer uinless the problem is resolved.

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Madhu krishnan 10 years 9 months ago

1) Yes. If the call gets dropped at any moment after 5 sec, The last pulse should not be charged 2)Yes. The most convenient way is credit of talk time in minutes/seconds 3)Every network should be included and the refund must be given within seconds 4)I see one more problem. That is poor clarity of calling. 90% of things said from the other end does not reaches here. It results in more time consumption and more bill. This problem should be included in the poor service by networks. Thank you

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Aneesh Melan 10 years 9 months ago

Call drop is an issue may be because of the Range also. I have a main point regarding the mobile data. Each time we activate some data plan and start browsing/downloading documents and when the proposed data plan time frame finishes it suddenly wash out our balance amount also in the phone(Large amount if it is 3G).Can mobile operators make a system which will cut the data automatically when the data plan ends so that there is no extra washout of our money.

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Sarthak Kanodia 10 years 9 months ago

The call drop issue is very severe and finds it happening every day, specially when it is really very necessary to call someone. The compenstion should be made on per minute basis. that is if the call drops before one minute full compensatio. If call drops after one minute, charge for one minute and compensate for remaining time. The call drops have become a way of extra income to the providers, since we have to call 3 to 4 times for just a small talk.

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Sebin 10 years 9 months ago

Yes the consumer should not be charged for the dropped calls.and also the consumer should be compensated for every dropped calls. why should only before five seconds? the customer should be compensated even the call has dropped after five seconds.. and should maintain calls quality.

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