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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)

George Thomas 10 years 3 months ago

call his current usage total and Rs charge for the call.If we make international call we will never get the usage charge by SMS.they are just bleeding the customer.Poor customer don't have any back up instant data to track his call log .This should be implemented immediately BY TRAI

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George Thomas 10 years 3 months ago

All the telecom companies send call charges details through a flash SMS which you can"t save and retrieve .These call usage charges SMS is not being currently send to POST PAID users by Vodafone. So they bleed the customer as he is unable to track his call charges.This should be made mandatory.Any product sold should have bill this should bill it should have bill no which can match with his consolidated detailed monthly bill using this SMS log.Each post paid customer should be provided with each

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Anto Varghese 10 years 3 months ago

1. Customers should be compensated 2. Compensation should be twice the pulses(min/sec) like a penalty to the TelCo to not to repeat as they waste consumer's time 3. Talk time credit can be one option for non-internet tariff users. For internet users, can be 100MB * number of call drops which will make TelCo to correct the issue 4. In the era of 4G, we get 2G speed with 3G. This also should be corrected

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akash_101 10 years 3 months ago

charge for dropping callas is not just the problem. they deducts main account balance also. i experienced this problem several times last 6 months..they refunded me. but what if we are in a critical situation, and they deduct balance and we cant contact anybody. some of the service providers dont even care customers and they say they are the best in business. CHARGING THE CALL DROPS 1 if the call drops in the first 30 seconds the they should pay us.

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Vijesh P k 10 years 3 months ago

It's better to implement such a regulation on mobile operators , but one and only one question from me towards TRAI , before enforcing new laws what about the old one......its very long before TRAI implemented rules on " ROAMING FREE INDIA " At this moment how many companies works on it where is " ROAMING FREE INDIA " , Do not waste money and time of our peoples, good bye.............

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rajeev_35 10 years 3 months ago

1. call should not be charged at all. pls dont use 5 sec criteria. it should be around 60 sec. as all postpaid plan comes with minute charges. 2. credit of talktime in monetary term is more useful for people. with this they can also keep a tab on whether money is credited to their statement or prepaid balance or not. Provision of penalty if call drop exceeds predefined nos. 3. Data connectivity should also be considered.frequent issues with data connectivity also. same provision like call sho

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Jobin A J 10 years 3 months ago

1. I agree 2. Yes, if charged for calls, they should pay back for call drops within 3sec . It should be paid back. 3.Amount should be paid back as Talktime. 4. There should be a resolution for the speed fluctuations of 3g even after doing 3G offers. Most time customer gets only 2G speed.This problem should also be considered similar to call deterioration.

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George Thomas 10 years 3 months ago

Also telcos should provide even for prepaid & post paid customers the usage time with charge for each call with called party number. With opening and closing balance after each call so can keep track of what is happening.This SMS message should be made available in separat folder in his phone.So he can cross check his call log with his bill.Each monthly bill cycle in case post paid customers can recheck with his bill.In case of post paid customer each info SMS should have his Cumlitive cha

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George Thomas 10 years 3 months ago

Easy way sort the call drop revenue loss is only allow companies to go for one second billing.So they don't get revenue for each minute without actually allowing customer to use it.TRAI should only allow TELECOM companies to declare traiff only on one second billing

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adbul jabbar vh 10 years 3 months ago

1. I agree that calling consumers should not be charged for a call that got dropped within five seconds 2..Credit of talk-time 10 times more within 1 hour 3. plz send on sms on idea net work 9 digit number there charge make that number wrong but 4 idea give one offer on Kerala onnam Rs 119 recharge get full take time and i to i calls .15 ps full talk time only 100 costumer the ivr voice 5 days fist call time i am recharge rs 119 offer not get and my cash now i dont now

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