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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)
Sanjay Middha
Sanjay Middha 10 years 7 months ago
1) Yes, call drops must be compensated. It’s a paid service & consumer expects satisfaction from it. 2) A uniform way of discounting “IN THE NET PAYABLE AMOUNT AFTER EVERY EXISTING PLAN BASED CONSIDERATION” to customers for each call drop regardless of service provider being private/ Govt. 3) For 1st 3 call drop incident 10% discount penalty as per point no 2 above and from 4th call drop incident deduction penalty is to DOUBLE. 4) Please see Attachment. #TRAI, #CallDrops, #ConsultationPaper
mygov_144204604910299181.pdf
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G Sravan Kumar
G Sravan Kumar 10 years 7 months ago
1) Yes, the customer has to be compensated. They are not providing any free service, we are paying for it. 2) Compensation can be given in the form of discounts on bill, talk time credit by way of minutes/seconds depending on the customers plan. 3) They should not charge for the calls which have been disconnected due to call drop. 4) If there are more than 5-10 call drops in one bill cycle, customer should be given discount as a penalty to network. #TRAI #calldrops #mygov #ConsultationPaper
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George Joseph_2
George Joseph_2 10 years 7 months ago
TRAI officials may give kind attention to BSNL. Its service is becoming poor and poor day by day. Call drops are increasing and the network coverage is very poor. Due to this problem we are forced to change our Service Provider. Being a company in public sector, it has to improve the quality of service in Land line, mobile and internet sevices.
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SANJOG JAIN
SANJOG JAIN 10 years 7 months ago
From the last point 2. TRAI make Call Drop Statics in public domain and also make it display in their advertise in compulsory. It will make certainly impact. Because customer will start consider this factor before choosing telecom operator. 3 & 4. Strong ethical behaviour norms for telecom company is essential. In era of competition call drop in between commercial or important talk is like murder. TRAI and Government should take immediate action.
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SANJOG JAIN
SANJOG JAIN 10 years 7 months ago
1. Yes but it should not limit to 5 seconds because telecom company will allow this for 5 seconds and then drop the call. it is looking weird but it is true. They are doing intentionally. TRAI should design some software and scan this menace very minutely to stop such kind of malpractices. 2.Compensation should be to make telecom company better as customer wants to talk,compensation is not matter most to them. Instead of compensation TRAI make it compulsory to publish Call Drop Statics
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Shyam Murali
Shyam Murali 10 years 7 months ago
1) Yes, the customer has to be compensated. After all we only need to pay for the service what they are providing. So it shouldn't be biased. 2) Compensation should only be in terms of talk time credit by way of minutes/seconds which should depend on the customers plan. 3)As said in the above poll, last pulse, whether it is minute/second , must not be counted under chargeable service. 4) The above must be made applicable for both prepaid and postpaid users. #TRAI #calldrops #mygov
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Deepu_6
Deepu_6 10 years 7 months ago
Hello, As per my view point the first thing is that we need to cross check the reason behind the callsdrops ,a clear investigation directly by the officials ,now about call drop compensation,it should be given to customers in the form of talk time not as money and if the call drops at 5 seconds or below that then it should not be charged,In peak time we need to call several times,if connects then choppy or windy sound,with my last provider i used to face severe(irritating) range problems
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ARUN GOPI
ARUN GOPI 10 years 7 months ago
Ans1)Yes.Because,nothing can be communicated to a person than a 'hello' within 5secs. Ans2)Yes,I agree.I think option no.1 is appropriate method of compensation. Ans3)Credit talk time shall be to be extent of dropped calls. Ans4)No.
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