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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)

Bharath_62 9 years 3 months ago

Modi ji
Some villages dont even have mobile towers in this same era where we can interact with PM
People use rupee coins boxes and some villages dont even hav that facility sir so please look into the matter
Atleast they could call a ambulance in emergency

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Vikas Srivastava 9 years 3 months ago

Call drops and data connectivity is a big issue. It must be solved in a scientific way.
There are 2 aspect:
1. When call drop happen during a call,Teclo can not charge for this call and it must be free.
2. Data connectivity, when you are in 3G/4G Plan and you get only 2G connectivity, Telco need to compensate with Extra Top-up of 3G data for delay in service.
This can be done using Mobile Application. I hope this will force Telco for QOS adherence.

WHEN WE DONT PAY BILL TELCO BAR CALLS.

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vineet Kumar singh_6 9 years 3 months ago

Or train ki ve kami hai sir

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vineet Kumar singh_6 9 years 3 months ago

Sir I am vineet sir may aap say niwadan karna chahia ho ki aap bihar kay ak dist ka name sasaram hai waha pariytan kay lea bahut kuch hai agar aap us par dyan day dijy ga n to bhut logo ka ghar chalay gq or bihar ve smart ban jay ga

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RAN VIJAY SINGH_2 9 years 3 months ago

The consumer has paid for a service and the service provider gets paid for delivering the service. If the service has not been provided or not been completely provided, the promise of service has been broken and hence the service provider should not be paid for the broken promise. I have read that the Japanese Train Service refunds the cost of ticket if the train is even one min late. The Station Master reportedly himself refunds the amount at the platform. This is the way to keep one's promise.

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Aravind_62 9 years 3 months ago

1)Consumers should not be charged for the calls that are dropped in less than five seconds of connecting.
2)Consumers should be compensated for the STD calls that are dropped in terms of talktime without any restriction on using that talktime.#TRAI#CallDrops

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Yuvraj Ajatshatru 9 years 3 months ago

Please the attached pdf.
Bullet points:
1. Voice calls must be only in second pulses
2. limit the call drops per day per customer
3. Compensations in terms of second pulses only
4. Frequent drops (above a certain number) must lead to no calls charged during that calendar date
5. Poor connectivity also causes broken or scrambled voice. Consider this as well.

mygov_144215991256683.pdf

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