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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)

KRISHNA KUMAR S V 10 years 9 months ago

1.yes I agree consumers shouldn't be charged for call drop instead the service providers should pay the consumers double the amount for call drop. 2.In monetary terms. 3.Due to the poor network of BSNL in Kerala,I have to carry an extra AIRTEL sim with me everywher.Even after paying 150 rs per month for internet we cannot avail the service due to poor internet connectivity.there is no use of complaining as they take no action on complaints.BSNL should be made responsible for their poor service

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Abhishek Patra_1 10 years 9 months ago

For Each call dropped, two units should be deducted from the bill

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CHITRA PILLAI 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 bad network. 2.Credit of talk time in monetary terms 4.BSNL provides the worst network and internet services in Kerala.Forget about 3G, 2G services are not available.Even after complaining no action has been taken by them.It looks as BSNL service providers are intentionally doing this to support private players.

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Priyam Gupta 10 years 9 months ago

A4: There is one issue that must be addressed by TRAI about the call quality and signal interference in the cities as the call will not and you will be charged but still no one on either side of the call can communicate the voice quality is so poor that no person can correctly hear and interpret the message hence. "Hence person will be charged and call will not be dropped but none can talk."

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ABDUL SALAM_1 10 years 9 months ago

We are using mobile not for jocking. when connection dropped in the event of talking business proposals of huge deals that incurred a huge loss for us.So it should be adequately compensated.....

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Pranav Shetty 10 years 9 months ago

i do have one suggestion though..why consider only the first 5 seconds??Once a call is placed it should not drop unless and until we have finished talking and we ourselves drop the call..just charging the telecos for the first 5 seconds is not going to make any diff.. hats off to TRAI for atleast trying and bringing the erring mobile service providers in line with customer need.. Companies like Airtel do not value any of the customer complaints and dont even bother to look into the complaints..

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Priyam Gupta 10 years 9 months ago

A3: There should be only one limit in crediting process that if the call drops more than 2% for any user his/her account must be credited by same amount he/she has been charged for dropped calls not more not less.

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Priyam Gupta 10 years 9 months ago

A2: Yes I agree that consumer should be compensated as he is facing the loses of the bad services of the TSP. it should be compensated in "Credit of talk-time in monetary terms". Because the credited the talk time in his TSP account for utilizing the service and it he/she will be paid in form of money it is of no use to him as he/she have to re-credit the balance. Also in that way peoples will not make it a trick to earn money by finding the bad network service area.

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Priyam Gupta 10 years 9 months ago

A1: Yes I agree with the proposal that calls should not be charged if it is dropped within 5 seconds and the last minute/sec of the dropped call.

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Aneesh K 10 years 9 months ago

1: No charge below 5 sec. If it above 5 sec then 60 sec divided into 4 and charge appropriately. Eg: If charge is 1 Rupee/min. If call drop in first 15 sec after 5 sec then charge 25 paise, if call drop in 15 sec-30 sec then charge 50 paisa, 30 sec-45 sec-75 paisa, 45 sec-60 sec-1 rupee. 2:Use the method mentioned in 1 or Credit of talktime in min/sec 3: Impliment a monitoring scheme on voice/ data charges.

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