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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)

Dr Kishan A Makwana 10 years 9 months ago

A simple suggestion is that the subscriber shouldn't be charged of the call is dropped within 5 seconds. And if the call is dropped after 5 seconds he/she should be compensated In terms of credits.

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Soumitra Saha 10 years 9 months ago

TRAI should ask for compensation from telcos for the call drops, as they give & every telco assures for good service & large network base, as per their adds (network follows whereever you goes), i am using AIRTEL sim & Vodafone both, & getting call drops in my own home Compensation suggestions: 1. Telco should charge NIL for the calls which are getting dropped,it may be dropped within 1 min or more than 1 min, they should compensate for 5 mins charge, so they take it seriously & enhance ntwr

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Poulomi Chakraborty 10 years 9 months ago

All Telecom companies and operators should have a limit on the number of subscribers they can add, and this should be based on the Infrastructure they have. Currently in India we have an infrastructure by each operator the Base Stations (Towers) and Core networks , which can support much less number of subscribers, than they are currently supporting. And this is creating call drop, call congestion. They should not be allowed to give unlimited mobile connections. There has to be a slab.

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narendra singh_46 10 years 9 months ago

SIR EK AAM ADAMI ITNA DUKHI H KI VO KHI JANE SE BHALA MARNA HI PASAND KRTA H HAMARE DESH MEH VEYVSTH ITNI KHARAB H KI KOI BHI APNA KAM KARNE SE KHUSH NHI H SABHI CHATHE H KI KUCH KRNA NA PADE OR SALARY GHAR PAR AA JAYE MEH BHI BHUJADA DUKHI HO GAYA HO ESIC HOSPITAL KI TARAF SE MERI WIFE JO KI KAREEB EK MONTH SE ESIC HOSPITAL KE CHAKAR KAT KAT KE DUKHI HO GAYE H MAGAR USKA ILAAZ NHI HO PAA RHA H NA TOH HOSPITAL MEH DAWA MILTI H OR NA HEE DOCTOR MIL TA HAI EK AAM ADAMI APNI SALARY INKE CHAKA

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Jairam 10 years 9 months ago

Q1: Calling consumer should never be charged for the entire call in case of a call drop. A consumer calls another person for some purpose. Without completing the call, how can you tell the consumer's purpose was met. So provider should suffer for the whole call. Q2: Whatever loss occured to consumer in terms of talk time should be credited, whether it is minutes/seconds or monetary loss as the case may be. Q3: Loss occured should be credited without any condition. Q4: Avoid call drops.

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Gangadhar_12 10 years 9 months ago

Q1. I agree that calling consumers should not be charged for a call that got dropped within five seconds and also it is much better within ten seconds. Q2.Credit of talk-time in minutes/ seconds Q3. They should refund the money back to mobile number. But the proper message should sent how much money has been refunded to the customer. Q4. Try to solve the range fluctuation issue between 2G and 3G .

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Mohith P 10 years 9 months ago

Q1. I agree that calling consumers should not be charged for a call that got dropped within five seconds and also it is much better within ten seconds. Q2.Credit of talk-time in monetary terms Q3. They should refund the money back to mobile number. But the proper message should sent how much money has been refunded to the customer. Q4. Try to solve the range fluctuation issue between 2G and 3G .

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Upendra Kumar Sharma 10 years 9 months ago

आदरणीय प्रधांनमंत्री जी, मै आपका ध्यान मराठवारा और विदर्भ की जल समस्याओं की ओर आकृष्ट करना चाहता हूँ! आप कच्छ के रन तक जब पानी पहुँचा सकते है तो विदर्भ और मराठवारा तक भी पहुँचा सकते है! ग़रीबी के कारण लोग मर रहे है! एक बच्ची की लाश मीडिया पर देख कर जब पूरा यूरोप हिल सकता है जब मराठवारा और विदर्भ मे माताएँ अपने बच्चो को भोजन ना देने के कारण आत्महत्या कर रही हो, तो क्या यह चिंता की बात नही है! आप एक कर्मठ और ईमानदार सोच के लोग है! आशा है आप मराठवारा व विदर्भ हेतु आवश्यक करवाई कर सकेंगे

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Johnson Joseph 10 years 9 months ago

Q1,Certainly, I agree. Q2,I don't agree, If call drop within 5 seconds due to technical error by the service provider then they have to suffer. Q4, Service provider should be make sure that how much connections they can tolerate, for instance,bsnl couldn't able to provide services to their customers during peak hours.

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SACHIN M N 10 years 9 months ago

Q1: YES, Call drops now are becoming frequent in the calls which lead to loss of money,time and the service providers are responsible for giving refunds Q2 :Yes, If these people are refunding money by crediting in mobile as minutes/seconds ,They should make sure the problem of call drop is been resolved.Otherwise there is no use in refund by this means Q3:Yes, If refunding in mobile balance ,the issue should be resolved. Q4 : internet facilities over charged compared to last year

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