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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)

Deepak Agarwal_17 10 years 7 months ago

cont1 - like waiver of a month charges. If the penalty be high then these operators will get the things working. Q2 :Frankly speaking i am totally not in favor of doing these compensation sort of stuff. It can used as a measure to make the consumer happy but this will raise certain dispute also related to whether mine was a call drop or deliberate disconnection like wise. Q4 : The other most important issue which is also related to the call drop only is that poor signal strength. continue :

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Deepak Agarwal_17 10 years 7 months ago

Q1 - Yes, Disconnection of call is violating the basic requirement of having a mobile connection, if that is not working how this can be charged. Beside this there should be 24*7 connectivity be available. The idea of waiving the charges can be implemented in many ways. But what i feel that this will not solve the problem. The details of disconnection should be furnished on a fortnightly/monthly basis. if the frequency of disconnection is more than 10 - 15 % then the company should be penalized

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Dhiraj Jaju 10 years 7 months ago

Yes. i do agree that calling consumers should not be charged for a call that got dropped within five seconds and we should get Credit of talk-time in monetary terms. I have used Airtel as well as BSNL telecom services and frustrated due to call dropping or call not sent. and getting charge in such instances. so please take appropriate action on the same.

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benjamin stanley_1 10 years 7 months ago

Q2- Credit of talktime per minute Q3- operator should pay give free full talktime for these call drops . postpaid certain % discount on bill amount. TRAI save the consumer from this horrible cheats and money minded operators

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Vimesh Shah 10 years 7 months ago

In case of call drop or low data connectivity, telecom company should give the monetary benefit to its customer in place of adding of minute or second to talk time as customer will be not able to moniter how much time he/she had call. Monetary compensation will be in mind of customer and can catch company if they fail to compansat customer on time.

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Shailesh Kumar Gupta_2 10 years 7 months ago

Q1 - Yes, Call dropping defeat the very purpose of having a mobile connection. It is a direct case of defective services. Hence there is no point of charging even though partially services provided, rather it amounts to penalty. Q2&Q3 - Yes, as per view point in Q1, it should be compensated. I propose to impose a discount in the ratio of % call dropped during billing period. Q4 - We need to monitor the Internet bandwidth "claimed Vs actual" provided by service providers. 3G work as 2G mostly.

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benjamin stanley_1 10 years 7 months ago

Its an everyday frustration of having calls goin unheard or getting cut by itself and still service operators charge for it. A cheating, horrible and cheap way to make money by telecom operators. talking about data usage , have to shell a bomb for the services operators provide . every month rate increases , usage decreases and so is validity. so to answer for TRAI quests , my suggestions are,: Q1-no charges to be applied for 1st 10sec of call usage as usually the calls goes on and nothng hpn

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Deepak Babani 10 years 7 months ago

A prescribed limit should be set, if call drops exceeds that limit then customer should get compensation in form of credit of talk time in monetary terms. The amount of reimbursement should double of the amount which charged for that call. They telecom companies should also be penalised as many times they don't provide promised bandwidth for data connectivity.

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Mukul Pandey_3 10 years 7 months ago

Yes compensation should be given to customer by telecom operator. If someone has an emergency, and he needs to call someone for help where can he calls because calls is not connectin. In my case I am fighting with Airtel for last three months and no action has been taken till today. Every time I complained to customer care they provide me new complaint number and the previous complaint they closed at their end so that if someone audit their complaint logs those complaints were closed by on time

mygov_144188359111954161.pdf

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NARESH BHADRECHA 10 years 7 months ago

My current operator is the leading service provider in the country yet many times call drops and I pay for 3G but never get even 2G staying in heart of the city. Considering that users are charged Rs.100 for late payments. I would request the same fine imposed for each call drop from the service provider. Another suggestion is that user has different plans. Based on the monthly rental user can be discounted 10% of the rent

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