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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)

Ashish Keskar 10 years 9 months ago

Every call drop has to be compensated by the service provider. There has to be some check on this, and imposition of fine or compensation in terms of debiting the equivalent amount to the person's mobile should be the mode of compensation.

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Nikhil Kothawade_1 10 years 9 months ago

1)Rampant use of different SIM cards leads load on the network which is one of the prime cause erupting call drop menace so frequently.Proper policy to issue SIM card can help to reduce the number of SIM cards which are used just for the sake of using schemes which comes with it. Also automatic network selection 2)and improving the network infrastructure can resolve the menace. 3)Off course asking TSP to pay penalty after reaching certain limit can improve performance of TSP

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MURALI SANKAR 10 years 9 months ago

Irrespective of service providers, call drop is a universal menace in India. Why this is happening? 1. Consumers are taken for granted. 2. greed of the companies to earn more i.e. they give many more number of connections than they can afford. For each call dropped, that call shall be given free and additional talk time as penalty shall be given to the customer.

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sambhav jain_8 10 years 9 months ago

consumers should get compensated for atleast the amount charged by telcos for dropped call. Consumer should not be charged for faulty service by the telcos.

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Vishal Agarwal_11 10 years 9 months ago

Many times due to call drop we have to make multiple calls. The pulse of dropped call should be made free and reflect in the bill. If problem happens more than a limit then service provider should pay fine to consumer. We should also try to fix the issue as well.

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Sangeetha Subbiah 10 years 9 months ago

#TRAI If "TRAI" updates the location,number of users in that location for a particular TSP,and the call drop rates in gov sites frequently that would help the users to identify the service of particular TSP in their area.So that users will not be blinded by the advertisements and salespersons of the TSPs.

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Sangeetha Subbiah 10 years 9 months ago

#TRAI given "Consultation Paper on Call Drops" table 2.1 gives data about the call drop rates percentage against the Telecom Service Providers.TSP-5 has 17.29% of call drop rate.I think it is the basic right of the consumers to get to know the call drop rates of their Telecom service provider (TSP),better to state the name directly instead of marking them with numbering.More than the talk time and money back concepts,giving the option to select TSP based on the decent call drop rates will help.

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Suraj Prasad Singh 10 years 9 months ago

SIR, whatever resources n technology we have in railway we should utilize them perfectly n efficiently. Carelessness of railways employees should be minimized in respect of rail accidents. After independence whatever railways n its ministers r telling in respect of train accidents, you n your ministry is singing the same song to-day.So what is difference between the previous rail ministers n the present rail minister while your Govt.has promised to change the systems.s.p.Singh

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Suraj Prasad Singh 10 years 9 months ago

Respected Mr.Suresh Prabhu Ji, Sir, In every month one or two train accidents are happened all over the country.Your claims of safety of passengers are become only a delusion. Pls think that if in these train accidents,your relatives,your wife or son will get injured then how you will feel. I previously wrote to the Hon'ble Prime Minister n r again writing that do not show high dreams to the public in respect of railways i.e. bullet train n high speed train,but whatever systems you have ,

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Saurabh Sinha 10 years 9 months ago

#TRAI Call Drop: Correction from my earlier post: If a customer requires more than two mobile connections, it should become mandatory to state special reasons for it. Telecom companies should be directed to check the database of its customers having more than two connections in a single name. This provision should be implemented strictly and at the earliest.

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