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TRAI made mandatory for telecom operators to compensate for call drops from 1 January 2016

It mandates the telcos to credit the account of the calling consumer by one rupee, however, such credit in the account of the calling consumer will be limited to three dropped calls in a day.

Oct 16, 2015 16:24 IST
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Telecom Regulatory Authority of Indian (TRAI) on 16 October 2015 made it mandatory for mobile service providers (MSPs) to compensate consumers call drops with effect from 1 January 2016.

The notification was issued by the TRAI as ninth amendment to the Telecom Consumer Protection Regulations, 2012.

What has been mandated to MSPs?
• Credit the account of the calling consumer by one rupee. However, such credit in the account of the calling consumer will be limited to three dropped calls in a day.
• Send a message through SMS/USSD to the calling consumer within four hours of the occurrence of call drop and details of the amount credited into his account.
• In case of post-paid consumers provide the detail of the credit in the next bill.

The implementation of the mandate will be closely watched by the TRAI which will also keep a watch on the measures being initiated by service providers to minimise the problem of dropped calls.
It will undertake a review of the mandate and its implementation after six months.

What is a call drop?
Call drop represents the service provider’s inability to maintain a call once it has been correctly established, that is, calls dropped or interrupted prior to their normal completion by the user, the cause of the early termination being with the service provider’s network.

In the past one year, the instances of call drops have increased too much causing too much problem to the consumers. As a result, TRAI had in June 2015 and July 2015 conducted drive tests in Mumbai and Delhi, which showed unsatisfactory network quality. TRAI than convened a meeting of all telecom operators to improve quality of network.

Off late, the call drop issue is starting to improve. Telecom operators like Airtel, Aircel, Idea, Vodafone and Tata Tele have been able to contain the problem and nearly half of the defective mobile sites have been fixed to address the menace.

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