Compensation for Dropped calls

Call On Compensate

Question: TRAI (Telecom Regulatory Authority of India) mandates mobile operators to compensate the consumer in the event of dropped calls, it will be with effect from-

(a) 01 November 2015
(b) 01 December 2015
(c) 01 January 2015
(d) 01 April 2015

Ans (c)

Related Facts:

  • TRAI has set the standard limit of maximum 2% for call drop.
  • In practice this standard being violated by many companies due to which consumers has to face inconvenience.
  • To protect the interests of consumers, Under TRAI Telecom Regulatory Authority of India Act, 1997 section 11 subsection 1 of clause (b) of clause (i) and (v) under Section 36  issued ninth amendment to the Telecom Consumer Protection Regulations, 2012.
  • These Regulations shall apply from January 1, 2016.
  • Under this regulation telecom operators will compensate consumers by one rupee for call dropsinto customer Balance (Account).
  • The compensation will be limited to three dropped calls in a particular day(from 00:00:00-23:59:59)
  • TRAI mandates telecom operator to send a message through SMS or USSD to the calling customer within four hours of the occurrence of call drop and the details of amount credited in his account.
  • In case of post-paid consumers the detail of the credit will be provided in the next bill.
  • TRAI will monitor the steps taken by telecom operators to minimize the call drop and if founds necessary it will review after 6 months.

Protest and argument by Service providers:

  • Service providers are opposing this regulation, saying root cause for call drop is not economic and technical but it is due to political / administrative factors.
  • They find following factors being responsible for call drop:
  • Sealing the existing sites by corporation authorities
  • Concerns of consumers regarding harmful effect of electromagnetic radiation led to difficulty in getting the towers to new places and Spectrum related issues.
  • The companies believe that financial compensation would be futile and led to economic loss because the major portion of the call drop is out of their control.
  • Call drop can occur due to problem in mobile of customer or it may takes place due to the flaws in either of sending and receiving network. However, the payment will be made by service provider which will be prejudicial to his business interests.
  • Companies are concern about the fact that for economic benefits consumer may deliberately execute call drop.
  • For solving the problem of call drop companies are stressing on requirement of the solid and sustainable support from central and state government.
  • They are demanding declaration such as allowing telecom towers on government buildings, administrative transparency and technical cooperation.

Reference:

http://www.trai.gov.in/WriteReadData/PressRealease/Document/PR-591610_2015.pdf