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Seeking comments on TRAI’s Consultation Paper on Compensation to the Consumers in the Event of Dropped Calls

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)
girish vikraman
girish vikraman 10 years 9 months ago
Extra second billing refund can be considered for limited within 5 seconds, if disconnected by customer.And it customer follows on minute pulse. 4:As mentioned on first point , the case of voice breakage even when mobiles showing full coverage is a fraud need to be considered seriously.I am living in Kochi, using Idea connection, and I got this issue in most part of Kochi. Even my friends complaints having same issue in city itself.
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girish vikraman
girish vikraman 10 years 9 months ago
2,3: Consumers should be compensated for call drops and extra second billing. In case this is prepaid, can be refund back as talk time, and in case of post paid, this can be adjusted against bills, but need to be specifically mentioned detail in bills. Else this will result in another ga me.
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girish vikraman
girish vikraman 10 years 9 months ago
1: 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. Also I have noticed that even when my phone shows full network range, my voice is breaking and I may not hear sound from other side.I consider this as fraud intentionally doing by mobile operators.
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Biblesh meena
Biblesh meena 10 years 9 months ago
Reliance GSM is having the highest rates of call drop since past two years and in my opinion consumer should not be charged for the Dropped call or a call with no Audio Signals. These Telecom operators have made huge money out of this already and from here onwards they should credit a certain amount to the costumer as a compensatory bonus..
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Ramesh P_4
Ramesh P_4 10 years 9 months ago
Q1. Yes.Customer should not charged Q2. Yes. The network providers are deducting money for the calls which are dropped within no time Very difficult to continue the call but the message of dropped call charge will display at the moment itself 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. Mobile network is fluctuating regularly even the customer keep the phone in same place for 30 mins or more
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Sumeet K Sadanand
Sumeet K Sadanand 10 years 9 months ago
Q1. Yes I agree that the calling consumer should never be charged for call drop withing 5 secs. Call drops even after the 1st 5 secs should be considered seriously as a failure in meeting the service quality and the last pulse of the call should not be charged. Q2. Yes I agree that the Calling Consumer be compensated for the call drops by either method (i) or (ii). Q3. NIL. Q4. With regard to Mobile Data Usage TSPs are billing consumers for unused data. THIS NEEDS TO BE SERIOUSLY MONITORED.
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Babu Paramb
Babu Paramb 10 years 9 months ago
>> Consumers should not be charged for a call that got dropped >> Credit talk-time in minutes/seconds >> Data quality does not come at the agreed range especially when there are more number of users per cell. This is the case in most of the areas in city limits and crowded places. This issue needs to be addressed.
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Najeeb_1
Najeeb_1 10 years 9 months ago
Q1: Yes, Customer should not be charged for dropped call. Q2.(i) Credit of talk-time in minutes/ seconds Q4.Customer service of most of the service providers is very poor especially BSNL in kerala.The bsnl internet facility is also very poor.Most of the places have no internet coverage especially 3G. High internet rate (rate/KB) also a problem
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Ravindra Jain_2
Ravindra Jain_2 10 years 9 months ago
If call is dropped, then that call charges for that perticular minute when it got drop, should not be considered as billing it should be free of cost. As mobile company is charging per minute basis so lets say total call duration is 3 minutes whereas after 2 minutes in 3rd minute call got drop, then charges should be there for 2 minutes only. Or else Below comments are considerable: 1. There should be compensation for all call drops. 2. It should be refunded as talk time.
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