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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)

SAURABH KUMAR GHOSH 10 years 7 months ago

#TRAI, #Calldrops, these days call drop and escaping of tower are major problems in Airtel services. Which is not beneficial to the consumers. The Net data pack reduces each and every time after tower escaping. Consumers are facing a lot of problems in that case. Airtel service providers must ensure to vanish this problems to facilitate the users.

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SAURABH KUMAR GHOSH 10 years 7 months ago

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Reshma.P.V 10 years 7 months ago

Call drop and data connection fail are the major issues in mobile sector.So customer should not charge only for call drop but also for data connection fail.We are consumers we have the right for better service.

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parikshit_5 10 years 7 months ago

If the call gets dropped then it should not be charged to customer. However, compensation is not the only solution. Because in case of important call gets dropped it cannot be compensated by money. Hence, government should allow more mobile towers after proper checks on its environmental effects. Because operators cannot provide proper network strength in absence of required no. of mobile towers. If other developed countries can allow required no. of mobile tower, why can we not do it?

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V K SUGATHAN 10 years 7 months ago

Call drops should not be charged from the consumer.In addition the same duration should be credited to the consumer as penalty against the service provider. similarly break in data and reduction in speed also to be compensated to the consumer.

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kiran kumari_2 10 years 7 months ago

I observe some old people( age above 75) are living in extremely poor condition in Bihar, and they have no BPL Card & they not got any old age pension facility. It my suggestion to our Govt. that give old age pension & other facilities through bank Saving Account (open with JANDHAN YOJNA),because MUKHIYA of their mohalla not co-operate them, you do something for him for better INDIA. kiran kumari my mail ID subhsri.ngo@gmail.com

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Satya Bhushan Sarna 10 years 7 months ago

Customer must be fully compensated automatically for call drops, loss in data services. It is not just the call but also the opportunity loss. Computerised System has to take care. Customer Care employees hv no sensitivity, since they are neither connected with the company nor with the customers. There are vary many customers disheartened by the services provided by the customer care since there sole aim is earn & not serve & service providers are silent spectators to this, since it suits them.

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PRANAV_PRADEEP 10 years 7 months ago

Since I couldn't open a new post in this forum.I would really like to mention something different but related to cellular connections.I wish to say that in India the Internet should be given free or atleast in low cost. We all know the advantages of internet.The networking or the communication possiblity that internet can provide is enormous.Everybody need internet, it is more a sort of basic neccesity like water,food shelter etc. but still we pay a chunk of money into it.

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Satya Bhushan Sarna 10 years 7 months ago

Fully agree that customers must be adequately compensated for not only the call drops, data lines ie frequently internet disconnections, slowin down of data rate and harassment from customer care of major service providers. There is no system by customer is protected. Customer pays money and ends with defective service. On numerous times Airtel& Relance credited to my account the balance after the customer care are confronted. It is not a fair trade practice there are many poor customers.

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P T Thomas 10 years 7 months ago

Call drop is a major issue at many locations. Customer should be compensated with price discounts rather than providing extra talk time.There are lot of areas TSPs are exploiting consumers in many ways. I have noticed that some TSPs are switching the consumer's opted monthly plan to higher priced plans without customer's consent or approval.This is really unfair practice and need to be addressed. We welcome TRAI's initiative to know consumers concerns,views and suggestions through this media.

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