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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)

arun kumar_187 10 years 9 months ago

DEAR GOV, OUR MONEY HAS ITS OWN VALUE.AND WE ARE STRUGGLING TO MAKE A GOOD FUTURE FOR OUR CHILDREN,SO PLEASE DONT LET THIS CORPORATES TO TAKE OUR MONEY IN FREE.NOT IN CASE OF MOBILE CALL DROP IN ALL SIDE THIS GOVERMENT PLEASE DO CARE OF THE CITIZEN.BECAUSE WE TRUSTING THIS GOV A LOT

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Sreekanth C Bose 10 years 9 months ago

1)Yes,Dropped calls should not be charged. 2)Yes,there should be compensation for all call drops. 3)Should be refunded as talk time. 4)Gov. should make sure that the quality of the internet services also fine and as per the plan,speed mentioned by service provider.

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Sangeetha Subbiah 10 years 9 months ago

#CallDrops Q1:Yes Q2:Yes (iii)Credit of talk time or the equivalent amount will be useful for the prepaid customers.Whereas call drops are faced by the post paid customers who uses the CUG also.So as a common practice concept of "CallDrop points" could be introduced (like reward points concept of banks debit card or online purchases).Each call drops should earn a specified points.The customer should be provided an option to either redeem the points as cash or talk time or any other new plans...

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vineeth kumar 10 years 9 months ago

should be punished network oprt.bcz we are paying on it.if we cant make more than a 5 sec call 1 rupees should be credited on our acc.i complained to vodafone lot of time about the network but no action against it.

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Abhijith K S 10 years 9 months ago

1)NO charges for any dropped calls 2)YES,In talk time should get a min speed for Internet in 3G at all time.

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SREEKANTH C G 10 years 9 months ago

Q1: Yes, Customer should not be charged for dropped call. Q2.Credit of talk time in minutes/seconds. Q3.Duration of talk time is to be ignored. Q4.Customer service of BSNL is very poor in kerala.The bsnl internet facility is also very poor.Most of the places have no internet coverage.

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o v gnana prakash 10 years 9 months ago

TRAI has to impose more and more regulations on the sector. As there are more and more towers coming left right and center, which is causing more harm to living birds and other creatures with huge environmental issues, they need to comeout with a plan of sharing one tower by maximum service providers. This results share on cost to the service provider, ultimately comes lesser tariff to the consumers. Also call's may not be disturbed or dropped due to this. As mentioned all points are fine.

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Govindan K 10 years 9 months ago

I am using Vodafone and Idea but Iam sorry to inform that last few months calls are dropping and range problem. Mobile companies should compensate such occures by cash or withdraw charges and improve broadcasting range.

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Sooruj 10 years 9 months ago

Make it simple - - Providers to be charged Rs.1 per call drop. - Rs.1 per minute for service unavailability (voice and data) - Delay in addressing recorded customer complaint (with a tracking no:) on unavailability of data or voice to be charged Rs.1 per day till the issue gets resolved. - Providers to make provision for the customers to rate them on their quality of service and this data to be made public. TRAI to impose fine on providers that come low in customer satisfaction.

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