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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)

Sivadarsh Sivadasan 10 years 7 months ago

Q1: Yes, Customer should not be charged for dropped call. Five seconds can be increased to 10 or 15 seconds. It doesnt make sense to have a 5 seconds calls. Q2: Customers can be compensated by giving extra talktime in case of pre-paid and by discounts in bills in case of Post Paid. There is also problem in connecting itself when a number is dialed. If it takes repeatitive attempts to connect, Mobile companies to be penalised for providing bad service.

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Parameswaran Nattukallingal 10 years 7 months ago

Customers calling others for urgent matters. Call Dropping discontinues talks and unable to solve problems due to lack of time. Hence compensation upto 30 minutes for each drops to ber given by the telecom service providers and also suitable penalty to be made for Govt. Dropped calls should not be charged. Compensation for all dropped calls to be provided by the TSP.The BSNL should provide compensation upto Rs.500 for non rectifying complaints within 3 days as presently they takes 1 month.

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PARMAR_1 10 years 7 months ago

Telecom companies which ensure best services for his customer , although such a problem arise then company must be pay some compensation either in minutes or in Rupee .

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JAYACHANDRAN_7 10 years 7 months ago

Q1.No amount should be charged in event of call drops irrespective of call duration Q2.Credit of talk time in minutes/seconds Q3.Duration of talk time is to be ignored Q4.Customer service of BSNL is very poor.At the out set it has to be set right and then proceed with corrective steps against call drops

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Tapoban Raha 10 years 7 months ago

I have a vodafone connection which I am using for the past 2 years. Recently, I am facing problems like call drops, low 3g internet speed.I immediately notified them about the problems that I am facing, still now there is no solution to it and it has been 5 days. This companies does not give importance or they feel as a customer I wont be able to take any action against them.It is high time that the government should take strict actions against this MNC's.

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T Gautaman 10 years 7 months ago

For call drops, create a helpline number which can be called or receive text messages, for giving call date, time, call from number and call to number. If the complaint is verified, then the telcom operator can be asked to reimburse the cost of the call. To avoid misuse of this mechanism, logs of those complain frequently must be maintained. This can be compared with logs of other subscribers in the area to see whether it is genuine or not.

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Prasanth K V 10 years 7 months ago

1. If call is dropping within 5 seconds after call got connected Service providers should not charge us 2. If call drop happens, we have to get the compensation in the form of talk time. 3. One more important thing is Quality of the service, most of the time voices are not clear during the call.

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PRAVEEN C 10 years 7 months ago

Calculate call drop monthly basis.First need an application which monitoring dropped calls and it will automatically generate monthly report and This application need a provision to register complained to TRAI and Vendor.The penalty is calculation should be number of call drop happens in a month.For Example If two or less than two call drop happens no amount pay to the users .3 to 5 drop in a month vendor should pay rupees 100 pm .6-10 drop rupees 1000 pm.More than 10 Fill cause against venor

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Ranjeet Singh 10 years 7 months ago

Most important thing is that what is the mechanism govt. have to determine that if any call is dropped or not. suppose i am taking with someone and suddenly my call is get dropped by Operator then how will compensate me???????? You just do set a rule to cancel/suspend the license of poorest(suppose any operator has given the worse service last year then he will be punished) operator. Or you can set a limit of call drop percentage to punish the operator.

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