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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)
Suneel P Chaturvedi
Suneel P Chaturvedi 10 years 9 months ago
Firstly the mobile companies should integrate their network n do tower sharing. Till then they should create a easy access complaint portal for call drops n refund the amount to the customer
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LOVEDEEP_1
LOVEDEEP_1 10 years 9 months ago
Telom should pay compensation for it. Compensation amount should be four times cost of the dropped call. Out of which half amount should be credited into government's account which would be treated as fine penalty. And remaining half amount should be credited to consumer's mobile account balance.
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PRADEEP H
PRADEEP H 10 years 9 months ago
Last 8 years i am using BSNL services and sevearlly facing call drop even in 10-20 seconds after getting the call connected.Warm welcome to Govt of India for seeking such opinion and discussion.
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SANJU S_1
SANJU S_1 10 years 9 months ago
I had faced call drop problem from Airtel and Bsnl. If the call has been dropped before 5 sec the customer should not be charged and after 5 sec, if dropped it should be better to charge rate 10 second before the call drop. The calling consumer should also be compensated for call drops. The other issues: 1) Overrate of Data charge imposed when there is no Data plan activated.(victim as an Airtel customer) 2) Even if in range circle,not able to call or receive any call(Victim using Bsnl)
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Sudharsan R
Sudharsan R 10 years 9 months ago
Not just call drops but worst data drop every minute and they name it unlimited internet with FUP with huge data tariffs one cannot afford with worst speed then what they market, TRAI has become a sick and Disease regulator in India, In this case it is funny to watch Prime Minister and Telecom Minister scream for Digital India with World's worst mobile operators who are only money making by cheating the public.
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Comments (1)
Subin Krishnan
Subin Krishnan 10 years 9 months ago
I am using Airtel from last 7 years. Till now I have registered more than 2 dozen complaints about call drop. If I use 2G network the problem continues. They are not giving 3G network with out doing 3G plans. In 3G network I dont have the problem. But I have to recharge with 3G plans every 3 days. If the data expires they are automatically disconnecting the 3G network. Because of that i am forced to t charge if data expires. Wh the roaming symbol in 3G network? Are they using a forbidden network
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MOHAMMED RAFI_1
MOHAMMED RAFI_1 10 years 9 months ago
Last 10 years i am using airtel prepaid number. last one year i have lots of problems call drop and so many times if any one call to my number my number showing out of area. i cant received many urgent calls about this problem. service provider have to answer for this and pay for this.
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Jayasree P K
Jayasree P K 10 years 9 months ago
Ans1: Yes 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. Ans 2: Yes the calling consumer should be compensated for call drops by the access service providers by crediting the call to the talktime.
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