Customers to get compensated for call drops: TRAI

Telecom regulator TRAI has taken the final call on the much debated issue of call drops by making it necessary for telecom operators to compensate the customers for call drops. As per the latest amendment to Telecom Consumers Protection Regulations 2012 operators will have to pay consumer Re 1 for call drops but this compensation shall be limited to three call drops per day. Telco’s will be required to intimate customer through SMS or USSD within four hours of call drop regarding the credit of amount in their account. Postpaid customers shall be intimated about  the credit in their next bill. The process of compensation will be applicable from 1st Jan 2016. TRAI has mentioned that it will keep a close watch to ensure that cases of call drops are minimized and may review the scenario after six months. Telecom operators like Airtel and Idea Cellular had implemented initiatives such as shifting prepaid customers to per second billing for addressing this issue. Operators had expressed their reservations against compensating customers for call drops but TRAI decided to finally go ahead with this initiative so that operators pay serious attention to this burning issue and take necessary steps to make their network strong and bring rate of call drops under control.

In another initiative TRAI has made amendments to the regulation related to imposing financial penalties for non- compliance of benchmarks of quality of services in basic and mobile services. TRAI has enhanced the limit of financial penalties for not meeting quality parameters as present limit have not given expected results and there are repeated consecutive cases of non-compliance with benchmarks. Earlier telecom operators were penalized at the rate of fifty thousand for first instance and one lakh for subsequent instances per parameter for network related parameters and for non-compliance with customer related parameter the financial penalty was rupees fifty thousand per parameters.  But now with latest amendment TRAI has revised these financial disincentives for both customer related and network related parameters . These are the latest revised financial disincentives for not meeting benchmarks of quality of service parameters.


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Zainul lbad is a management graduate and tech enthusiast. He shares keen interest in exploring mobile gadgets, telecom technologies and applications.