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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)
Saurabh Sinha
Saurabh Sinha 10 years 9 months ago
#TRAI Call Drop: in case of prepaid number and deducting Rs 5 from the total bill amount each time a call is dropped if the consumer is having a post paid number. There should also be a cap on the total number of mobile connections in the name of one person and each operator should be directed not to give more than two connections to a person so as to limit the number of mobile connections which will also reduce additional burden on telecom operators. If a customer requires more than one
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Saurabh Sinha
Saurabh Sinha 10 years 9 months ago
#TRAI Call Drop: Call drop is a perennial problem which hampers flow of effective and important communication. To mitigate the problems of the consumers Telecom companies should upgrade their infrastructure and update the same on the respective websites. Till the time the problem is resolved completely telecom companies should compensate the consumers by not only not charging for the for call if it is dropped within ten seconds but also crediting Rs 5 in the customers balance in case of
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Dinkar Jain
Dinkar Jain 10 years 9 months ago
Q1. I am paying for a service and when the service is poor, it results in frustration. So the operator should be penalised for the entire call duration not just the pulse. Q2. Compensation should be in terms of talk time which should be credit to the user but it shouldn't have validity restrictions. Apart from this, TRAI should create a report based on the quality of service and should rate the telecom providers circle wise. So that consumers are able to take a decision based on it and make use of MNP. The scope of quality of service shouldn't be limited to the issue of call drops. It should also cover data services because it is essential for success of digital India initiative.
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Ganapathi_2
Ganapathi_2 10 years 9 months ago
All the providers must bare whatever charges made for that call.we pay money for their service & should be more than best.i raised multiple complains with Airtel for very poor network coverage in my area & all i get as response is,they are looking into it & never looked up for more than an year now.For call drops,these should be the strict rules-pay the money back to customers for both postpaid & prepaid connecttions;shutdown their services once and for all;heavy penalty for their worst services
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animesh samadder
animesh samadder 10 years 9 months ago
I was using bsnl data card for Internet but due to poor services I have written letter to local sdet and det for surrender of my connection three month back . I m still receiving Bill every month instead of settlement of my issue.
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DEBASHISH BHATTACHARYA
DEBASHISH BHATTACHARYA 10 years 9 months ago
If there is call drop at any point of time, the entire time and money charged for that call must be compensated. Also the operator must be penalised if this happens repeatedly every day for 7 days together, his licence must be revoked and his PBG must be encashed. We are paying for service and should have zero tolerance for bad/indifferent service. Once we build this ethos in the nation, we can then become a "zero defect society " like all developed countries.
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hitesh kumar_20
hitesh kumar_20 10 years 9 months ago
Drop call ki bate ho rahi hain aaj Digital India mein TRAI abhi tak theft mobile tak to black list karti nahi na hi IMEI Track kar pate hain police wale. PM sir please Implement this First before taking about call drop.Yes there is system in police to Trace IMEi but on gounde 10% mobile bhi recover nahi ho pate jabki aaj k digital India time mein mobile recover technecally very easy IF ground implementaion ho sahi call drop is good initiative but Buniyadi requirements to poori karo user ki.
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Angad Singh_13
Angad Singh_13 10 years 9 months ago
Everything on the internet should be treated equally, there should be no quotes in in internet and that i think is the true definition of Net Neutrality.. Net neutrality in its current format is anti innovation and anti citizens. Whatsapp and viber should not pay for licenses just because they have harnessed the capabilities to let consumers do free calls using the internet. They have innovated it and they should be allowed to continue for free.
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