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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)
SUNIL KUMAR_276
SUNIL KUMAR_276 9 years 3 months ago

my (our) area is Kalolipoyil,Chenoli road,Perambra,Kerala state, there is no sufficient net coverage in all service Providers like BSNL, IDEA, VODAFON, AIRTEL etc. Please increase mobile coverage and Tower power in our area. Now we cannot use internet, mobile phone properly. so humbly request you to increase mobile net work coverage & tower and establish Our honarable Prime ministers Digital India programme in our area.
Yours faith fully,

jainsachin32@gmail.com
Sachin Jain 9 years 3 months ago

As per my understandings, For Every Call Drop, Customer should be benefited with the entire talk time he spent during that call. Secondly, Service provider should be penalized for paying handsome amount in a Welfare account which could be used for Social Welfare Schemes. Additionally, Service Provider should be given a timeframe (max 30 days) to improve service in that location, failing which it should be penalized with hefty charges.

venugopal palakunta
venugopal palakunta 9 years 3 months ago

I am using Airtel Mobile Connection and data connection in Bangalore.
I am facing signal problem a lot addition to that call drops.
And i am not provided with the data offer what they have said to me at the time of connection.
I have raised almost 5 to 6 complaints for all these issues with Airtel.
But there is no response from Airtel even after 15 days for some complaints.
They will say that our executive will call you back, but we dont get any calls at all.

Shailesh Nandani
Shailesh Nandani 9 years 3 months ago

Sir,
Good Study by TRAI and good proposal by TRAI.
(1)Customer may not be charged for the dropped call. (whether the call is dropped within 5 second or after 5 second)
(2)Customer account may be credited by 1 minute talk time equivalent to local talk time.
(3)Service provider may be penalize by token amount and the same may be credited to customer welfare account.
Above suggestion may be evaluated based on practical implementation issues.

shruthyvs@gmail.com
shruthy v s 9 years 3 months ago

Sir Dropped calls occur when the network is weak.The service providers can give warning to the customers regarding weak network so that they can postpone important calls.The service providers now a days says that the person you are calling is switched off if the person is out of network coverage area and this creates confusion.Regarding compensation for dropped calls if the call drops before the receiver attends it and up to five seconds no compensation needed.but if the call drops after that

Abhilash V A
Abhilash V A 9 years 3 months ago

1.am agreeing with the idea
2.am agreeing d same.customersmust get compensated by giving credit in talk time in minutes/seconds
4.read in newspaper dat #Trai has canceled the charging for service providers in case of calls between customers ofservice providers. By that service providers can reduce the call charge& make a roaming free nation. But after dat service providers increased Call charge pet minute and only BSNL is providing free roaming.#MyGov must examine On this problem
trust in #My

Bibin George
Bibin George 9 years 3 months ago

Customers should be rewarded 5x for their loss.If customer is loosing Rs 1 for call drop means company has to compensate Rs 5 to the customer.

Another main looting by companies is in the data speed they are providing....Now a days all are offering 3g but actually the customer is not getting even 2g speed.I was using vodafone 3g and reliance 2g at a time.Most of the time reliance 2g is far better than vodafone 3g.