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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)

Karthik_171 10 years 9 months ago

#consultationpaper #mygov Recent days, no.of users of mobile network has been increased a lot, but nor the towers capacities neither numbers not increased in most places. Only very few service providers maintaining call quality. But we agree that call drops are increased mainly in evening time, service providers are turned money minded and their focus is only on earning money through 3G/4G. Basic of a network is to provide hassle free call quality and connectivity which they fails to meet.

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Rakesh Kumar Mahto_1 10 years 9 months ago

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Ankur Khandelwal 10 years 9 months ago

telecom company should pays the amount of next call we made after call drop.

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chander shekhar_8 10 years 9 months ago

After auction of spectrum, telecom industry has increased the cost of monthly rental by up to 20-30% but their services is just like irritating to people. They are only focus on high speed internet browsing but what about your investment in infrastructure(towers)? Is it capable for providing 3g or 4g speed? No, because thier towers are not capable for providing high speed internet,they are fraudulently charging money from us at 3g or 4g rate.

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chander shekhar_8 10 years 9 months ago

Call dropping, difficulties in interest access at 3g price, voice problem, etc. This is a new way to earns operating profit by telecom industry and misleading to people. In this situation our government should have to take help of proper audit by CAG and if any gain arising due to such forgery, then we should charged penalty on all income @ 300% and took action against such forgery as provided in law.

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Abhilash Krishnan_1 10 years 9 months ago

Telecom companies should not charge the customers if there is call drop due to Signal issue. Nowadays there are large number of malpractices by telecom companies to earn more money.

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SUCHITRA RAGHAVACHARI 10 years 9 months ago

Sir, 1.call drops due to poor signal intensity should not be charged 2.the service provider along with TRAI should decide the base time limit - 5 to 10 seconds to denote dropped calls 3.such designated calls can be compensated by adding the lost talk time depending on the area / type of usage 4.most often call drops are due to poor tower signals, not that there are few, but the telecom cos do not fully utilise their bandwidth. 5.Maintenance & tower sharing in congested areas should be advised.

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Sachin Mohan P 10 years 9 months ago

Q1. If call is dropped due to signal problem then the call should not be charged. Q2.Credit the talk time in minutes/seconds ,if call is dropped there should be some kind of reimbursement Q3. There should be reimbursement based on where call drop happened in local areas or in roaming areas Q4. Set a govt. That maintain and overview the standard of services.

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SHIVAM AMBASTHA 10 years 9 months ago

A1:Yes I do agree that with call drops telecom company is profiting, but not with how it should be compensated. A2&3:If a customer is using an unlimited talk time pack and the call gets dropped. He is not losing money because he has already paid that. What I would suggest that talk-time in monetary terms is better idea but it should be paid as the amount that would have cost during the whole conversation at the standard rate of the network with out any packs. A4:Check the data speed provided.

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Arunav Talukdar 10 years 9 months ago

This problem should be resolved or else, the Telcos should be fined heavily and made to compensate. If they can charge us 100 extra, for a days delay in paying our monthly bills, why shouldn't they be liable for their inaction's. Telcos should also be monitored closely, as discontinuing their connection is near to impossible. Their retention guys will try all their wits to delay the closure. This needlessly strains the consumers.

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