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

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 ...

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

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)
HIND's picture

HIND 1 year 10 months ago

Stakeholders are requested to furnish their written comments by
21st September, 2015 and counter-comments by 28th September,
2015 to Smt. Vinod Kotwal, Advisor (F&EA), TRAI. The comments
may also be sent by e-mail to advisorfea1@trai.gov.in. Comments
and counter-comments would be posted on TRAI’s website
www.trai.gov.in. For any clarification/information, Advisor (F&EA)
may be contacted at Tel. No. +91-11-23230752, Fax: +91-11-
23236650.

TRAI..Please don't give fake e-mail id. Thanks!

HIND's picture

HIND 1 year 10 months ago

MAILER-DAEMON@yahoo.com

Today at 8:11 PM

Hi. This is the qmail-send program at yahoo.com.
I'm afraid I wasn't able to deliver your message to the following addresses.
This is a permanent error; I've given up. Sorry it didn't work out.

:
164.100.2.6 does not like recipient.
Remote host said: 550 #5.1.0 Address rejected.
Giving up on 164.100.2.6.

When I send my comments to advisorfea1@trai.gov.in,I got failure report twice.Got fooled once again.Thanks!

HIND's picture

HIND 1 year 10 months ago

My answers to the 4 questions is included in the PDF file attached hereby due to comment box’s technical limitations.
To post this comment in mygov.in, it took almost 5 hours & 8 login attempts due to worse network and internet speed (of Tata Docomo). Once I thought I wouldn’t able to put this post and to upload my PDF file at all, due to these issues. Finally I gone to an internet cafe having Idea 3G.
When I send my comments to advisorfea1@trai.gov.in, I got failure report. Fooled once again

Mukesh Kapoor's picture

Mukesh Kapoor 1 year 10 months ago

This Small Amounts Will not hurt telecom Companies. They Can Expand their Networks but they are cost cutting on that Side. So Issue Big Amount of Fines and State Limits of Call Drop, With Increasing Amount of Fine on Every Stated Limit by TRAI.

We as a Consumers Dont want any Compensation, But We want Good Service for our Money. As a Call Drop is much Costlier then 1 Rupee charged by the company. As a Regulator TRAI must increase the Fines on this Situation and this Will Pressurise the comp.

jay patel's picture

jay patel 1 year 10 months ago

This is good stuff but what is going to be happen is when the company need to charge for the call drop they will start to increase the call rate or net pack rate.

Deep Agrawal_1's picture

Deep Agrawal_1 1 year 10 months ago

In reference with Q4:

As per my understanding call drops refer to phone calls which get disconnected abruptly due to network issues.

Even though we may be able to address the situation of call drops, statistically, we might ignore other network issues which are quite similar. Issues such as either or both parties not able to hear each other.

As per my experience, there has been a reduction in incidents of call drops, however incidents such as the one mentioned above have increased.

Dinesh Kumar's picture

Dinesh Kumar 1 year 10 months ago

1.) Call Drop should not be charged
2.) As multimedia contents on the website has increased, Minimum speed of Internet should also be fixed at certain level and this should be greater than 32 KB/Second. (Service Provider cheat customers by writing in b(Bit) where as customer thinks in terms of B(Byte)).