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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)

Karan Desai_2 10 years 9 months ago

Telcos hav been tormentin us (consumers) wid all sorts of ridiculously chrgs + dey increase d rates wenevr dey want. It's time 4 payback. Time 2 make dem taste deir own medicin. Y call drops? Jst 2 earn illegally in d name of netwrk issues In dese cases, telcos 2 be fined(refund) on double & triple d cost basis For eg: If call droppd under 1 min, refund triple 3 cost. Anytime abov 1 min, refund double d cost. Dey shud b slammd with dese chrgs lyk dey do it 2 us Won't tak long 2 dem on track

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Karan Desai_2 10 years 9 months ago

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Abhijit Samal 10 years 9 months ago

Call/Data price is increasing consistently, but consumer experience is deteriorating. Fluctuation of NW strength, Call Drop even on full NW, unavailability of internet are some of the major problems. > Mobile operators should be fined. > A consumer complain portal should be setup by the gov body. > This gov body should be given power to access the log details of a service provider. > Service providers should explain in their report about every call drop, network unavailability incidents.

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Syed Imran_1 10 years 9 months ago

I've had a harrowing experience with Vodafone in bengaluru. Every 2 minutes, the voice call drops. The call was Vodafone to Vodafone. Frustrating!! I demanded Vodafone to provide my call logs from 10-11 Sep 2015. They have not yet provided. They are allocating more spectrum to money spinner data. Ignoring voice. Suggestion: each time a telco drops a voice call they should credit Rs 10 each to caller and called party. #trai #calldrops #vodafone #bengaluru

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Jerin G Varghese 10 years 9 months ago

definitely if call drops within five seconds the call shud not be charged.. And the service provider shud credit the user in monetary terms itself.. Service in border areas also may be considered to make it better for the benefit of lakhs n lakhs of border guarding personnel who are far away from home n wanna talk to there near n dear ones.

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Shiyas Aliyar 10 years 9 months ago

1. I agree 2. Yes, if charged for calls, they should pay back for call drops within 5sec . It should be paid back. 3. Amount should be paid back as Talktime. 4. There should be a resolution for the speed fluctuations of 3g even after doing 3G offers. Most time customer gets only 2G speed.This problem should also be considered similar to call deterioration.

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Praveen Kumar Nambisan T M 10 years 9 months ago

Q1. Dropped calls should not be charged at all.There should be a time limit(First 30sec) within which calls should not be dropped in case if does, it must not be charged. Q2.Yes. Best way of crediting the dropped calls is by talktime in min/seconds. Credit in monetary terms is hectic way as it needs more time and resource. Q3.Talking time for dropped calls must be credited in terms of time,ie., seconds. Q4. Most of the network providers doesnt provide enough speed in both 2G as well as 3G

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nethaji_4 10 years 9 months ago

call drop issue was there in airtel so i migrated to vodafone. I've subscribed for 3G data but speed is similar to 2G only , when i called them, they are saying you are using 3G oly sir. Very horribile

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Venketesh A 10 years 9 months ago

call drop issue increasing day by day... Customers bleed each time after they make a call.. This should be avoided. Especially when we pay high tariff rates for the calls.. Even if the technology is advancing day by day there is no change in this area.. Another problem which soon will arise is Internet packages.. Hoping that necessary steps will be taken against the same.

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kunal mehta_5 10 years 9 months ago

My concern is my house/nearby houses don't even get network let alone call drops. My service provider is Airtel.They say it is due to lack of network towers in our area. And that is due to radiation concerns. If that's the case maybe the engineers can boost the frequency of the signal or even provide a network booster for the colony. Or maybe share the network with a tower which has a good frequency eg; with Vodafone or Idea!

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