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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)

Anway Surendra Kale 10 years 7 months ago

hi team, i have few solutions in mind, 1.Call dropped should not be charged, 2.In case if it is difficult to track dropped call then overall call tariff should be reduced, 3. Free internet data should be given whenever call gets dropped, 4. Discount on mobile bills in case if it is a post paid subscriber in case of prepaid additional talk time should be given. **And finally they should erect more towers to avoid this problem**.

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SARATH_13 10 years 7 months ago

Many calls are like emergency type so call drop make many serious problems and issue in relations so service provider not make any charge for such calls

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gj.nvs.162189 10 years 7 months ago

navi shixan niti vansiyatalav ta vansda dist navsari gujarat

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Hitesh singh 10 years 7 months ago

dear sir..... im from rishikesh job aap rishikesh aye to apke ane se phle sare rishikesh me gandagi fali hui thi or apke ane se 1k din phle hi prsasan alert ho gya.... warna koi bhi apni jimmadari ko ni nibha raha tha mera aap se vinamr agrh h ki kripya asa hemesa ho to kitna accha ho please please..........................namsty thanku (have green day)

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RAJESH C U 10 years 7 months ago

we want our money back if it breaks while calling.......

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George Joseph_2 10 years 7 months ago

Call drops cannot be compensated by giving extra talk time. The service provider should not take any call charge for the same. Being a BSNL customer, I often experience call drops. The concerned authority should give proper instruction to the service providers to improve the quality of their service. They are not giving anything free, but the customers are paid for it. So TRAI has to make sure that, all the service providers are following the guidelines given by it.

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peter_2 10 years 7 months ago

call drops will be causes the relationship with customers. many of them think we are deliberately closing the line. this cannot be compensate with mere call charges. please direct them to avoid overloaded the capacity of the lines/spectrum. peter joseph.m.

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Balan Nair 10 years 7 months ago

1. Yes, the calling consumer should not be charged as the consumer has to remake the call to complete the conversation which adds to his call cost, as the pulse rate changes. 2. i) Credit of talk-time in monetary terms will be useful as there are two categories in the mobile subscription. (1) Post paid and (2) the other Prepaid. To have uniform compensation, the monetary credit will be useful. 3. The entire value of call duration of dropped call should be compensated. 4. The loss of v

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sunil narayanan 10 years 7 months ago

Many calls as in emergency type and the call drops is affect seriously many times .so companies pay either cash or talk time to customers.

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Sivadarsh Sivadasan 10 years 7 months ago

Q3: There should be standards set for - Quality of call connectivity - Quality of voice clarity - Minimum coverage area - Coverage for mobile data connections like 2G/3G/4G if the company has license. -A TRAI callcentre can be set up for recieving complaints from Customers if feasible. There should be periodic surveys done by TRAI among customers of all service providers and action to be taken based on that. This will make sure that quality is maintained by all companies.

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