Lok Sabha Question No. 1717 (UNSTARRED), answered on 2020-09-21
Subject: Call Drops
Ministry: COMMUNICATIONS
Asked by: Harish Dwivedi

## GOVERNMENT OF INDIA MINISTRY OF COMMUNICATIONS DEPARTMENT OF TELECOMMUNICATIONS

## LOK  SABHA UNSTARRED QUESTION NO. 1717 TO BE ANSWERED ON 21 ST  SEPTEMBER, 2020

## CALL DROPS

## †1717. SHRI HARISH DWIVEDI:

Will the Minister of COMMUNICATIONS  pleased to state:

(a) whether  complaints  regarding  call  drops  are  being  received  from  the  customers  despite  guidelines repeatedly issued by the Government to the telecom companies and if so, the details thereof along with the number of such complaints received by the Government during the last three years, State/UT-wise; and

- (b) the action taken/being taken by the Government against the telecom companies in this regard?

## ANSWER

## MINISTER OF STATE FOR COMMUNICATIONS, EDUCATION AND ELECTRONICS & INFORMATION TECHNOLOGY (SHRI SANJAY DHOTRE)

(a) Number  of  complaints regarding Call Drops/ Improper Network  Coverage  reported through Centralised Public Grievance Redressal And Monitoring System (CPGRAMS) to Department of Telecommunications (DoT) for the last three  years  2017,  2018,  2019  & current  year (upto  15.09.2020) are 4534, 1678, 1162 and 162 respectively. State/UT-wise details in this regard are given at Annexure-I .

Moreover,  as  reported  and  received  by  Telecom  Regulatory  Authority  of  India  (TRAI),  number  of complaints regarding call drops during the last three years 2017, 2018, 2019 & current year (upto 31.08.2020) are 490, 1109, 490 and 390 respectively. Service Area wise details are given at Annexure-II .

(b) Telecom Regulatory Authority of India (TRAI) has been monitoring the performance of Telecom Service Providers (TSPs) against the benchmarks for various Quality of Service parameters laid down by TRAI by way of Quality of Service regulations issued from time to time, through Performance Monitoring Reports (PMRs). The performance is assessed quarterly for a License Service Area (LSA) as a whole.

However,  in  the  Quality  of  Service  Regulations  issued  by  TRAI,  provisions  have  been  made  for imposition of financial disincentives for non-compliance with the benchmarks for various quality of service parameters including call drop.

TRAI has issued  'The  Standards  for  Quality  of  Service  for  Basic  (Wireline)  and  Cellular  Mobile Telephone  Services  (Fifth  Amendment)  Regulations,  2017'  effective  from  1 st October  2017.  These Regulations have prescribed two revised parameters for assessing call drop in mobile network, viz. Drop Call Rate (DCR) spatial distribution measure (benchmark ≤ 2%) implies that at-least 90% of Cells in the network should  perform  better  than  specified  2%  benchmark  on  at-least  90%  of  days.  Similarly,  another  new parameter, DCR temporal distribution measure (benchmark ≤ 3%) will give confidence that on at-least 90% of Days, network performed better than specified 3% benchmark for at-least 97% of the Cells.

With effect from 1st October 2017, TRAI has also introduced a revised graded Financial Disincentives (FD) structure in case of consecutive repeat violations for DCR parameters, based on the extent to  which a TSP's performance deviates from the specified DCR benchmark.

Annexure referred to in reply of para (a) of Lok Sabha Unstarred Question No. 1717to be answered on 21st September, 2020 raised by Hon'ble Member of Parliament, Shri Harish Dwivedi, regarding 'Call Drops'

State/ UT-wise Number of Complaintsof Call Drops/ Improper Network Coverage (Through CPGRAMS)

| S. No.   | State/ UT Name              | Number of Complaints Received During Year   | Number of Complaints Received During Year   | Number of Complaints Received During Year   | Number of Complaints Received During Year   |
|----------|-----------------------------|---------------------------------------------|---------------------------------------------|---------------------------------------------|---------------------------------------------|
| S. No.   | State/ UT Name              | 2017                                        | 2018                                        | 2019                                        | 2020 (up to 15.09.2020)                     |
| 1        | Andaman And Nicobar Islands | 8                                           | 5                                           | 1                                           | 0                                           |
| 2        | Andhra Pradesh              | 58                                          | 23                                          | 14                                          | 3                                           |
| 3        | Arunachal Pradesh           | 11                                          | 2                                           | 3                                           | 0                                           |
| 4        | Assam                       | 93                                          | 27                                          | 17                                          | 3                                           |
| 5        | Bihar                       | 331                                         | 70                                          | 54                                          | 11                                          |
| 6        | Chandigarh                  | 71                                          | 7                                           | 13                                          | 4                                           |
| 7        | Chhattisgarh                | 91                                          | 29                                          | 8                                           | 0                                           |
| 8        | Dadra and Nagar Haveli      | 3                                           | 0                                           | 2                                           | 0                                           |
| 9        | Daman and Diu               | 0                                           | 0                                           | 0                                           | 0                                           |
| 10       | Delhi                       | 628                                         | 190                                         | 115                                         | 11                                          |
| 11       | Goa                         | 13                                          | 2                                           | 1                                           | 0                                           |
| 12       | Gujarat                     | 197                                         | 56                                          | 49                                          | 11                                          |
| 13       | Haryana                     | 230                                         | 91                                          | 41                                          | 5                                           |
| 14       | Himachal Pradesh            | 37                                          | 8                                           | 3                                           | 0                                           |
| 15       | Jammu And Kashmir           | 113                                         | 18                                          | 4                                           | 4                                           |
| 16       | Jharkhand                   | 105                                         | 31                                          | 13                                          | 2                                           |
| 17       | Karnataka                   | 146                                         | 137                                         | 83                                          | 5                                           |
| 18       | Kerala                      | 42                                          | 33                                          | 21                                          | 6                                           |
| 19       | Ladakh                      | -                                           | -                                           | -                                           | 0                                           |
| 20       | Lakshadweep                 | 0                                           | 0                                           | 0                                           | 0                                           |
| 21       | Madhya Pradesh              | 124                                         | 22                                          | 25                                          | 3                                           |
| 22       | Maharashtra                 | 513                                         | 177                                         | 125                                         | 19                                          |
| 23       | Manipur                     | 1                                           | 0                                           | 1                                           | 1                                           |
| 24       | Meghalaya                   | 8                                           | 2                                           | 0                                           | 0                                           |
| 25       | Mizoram                     | 5                                           | 1                                           | 1                                           | 0                                           |
| 26       | Nagaland                    | 1                                           | 0                                           | 0                                           | 0                                           |
| 27       | Odisha                      | 119                                         | 72                                          | 25                                          | 1                                           |
| 28       | Puducherry                  | 9                                           | 1                                           | 0                                           | 0                                           |
| 29       | Punjab                      | 65                                          | 41                                          | 39                                          | 6                                           |
| 30       | Rajasthan                   | 232                                         | 89                                          | 47                                          | 3                                           |
| 31       | Sikkim                      | 3                                           | 0                                           | 0                                           | 0                                           |
| 32       | Tamil Nadu                  | 161                                         | 73                                          | 183                                         | 6                                           |
| 33       | Telangana                   | 83                                          | 30                                          | 16                                          | 2                                           |
| 34       | Tripura                     | 23                                          | 2                                           | 2                                           | 0                                           |
| 35       | Uttar Pradesh               | 654                                         | 300                                         | 170                                         | 39                                          |
| 36       | Uttarakhand                 | 75                                          | 30                                          | 9                                           | 3                                           |
| 37       | West Bengal                 | 281                                         | 109                                         | 77                                          | 14                                          |
|          | Total                       | 4534                                        | 1678                                        | 1162                                        | 162                                         |

Annexure referred to in reply of para (a) of Lok Sabha Unstarred Question No. 1717to be answered on 21st September, 2020 raised by Hon'ble Member of Parliament,Shri Harish Dwivedi, regarding 'Call Drops'

2020

| Service Area-wise Number of Complaints received in TRAI regarding Call Drops during last three years and current year (upto 31.08.2020)   | Service Area-wise Number of Complaints received in TRAI regarding Call Drops during last three years and current year (upto 31.08.2020)   | Service Area-wise Number of Complaints received in TRAI regarding Call Drops during last three years and current year (upto 31.08.2020)   | Service Area-wise Number of Complaints received in TRAI regarding Call Drops during last three years and current year (upto 31.08.2020)   | Service Area-wise Number of Complaints received in TRAI regarding Call Drops during last three years and current year (upto 31.08.2020)   | Service Area-wise Number of Complaints received in TRAI regarding Call Drops during last three years and current year (upto 31.08.2020)   |
|-------------------------------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------------------|-------------------------------------------------------------------------------------------------------------------------------------------|
| S.No.                                                                                                                                     | Service Area                                                                                                                              | Year                                                                                                                                      | Year                                                                                                                                      | Year                                                                                                                                      | Year                                                                                                                                      |
| S.No.                                                                                                                                     | Service Area                                                                                                                              | 2017                                                                                                                                      | 2018                                                                                                                                      | 2019                                                                                                                                      | 2020 (up to 31.08.2020)                                                                                                                   |
| 1                                                                                                                                         | Andhra Pradesh                                                                                                                            | 16                                                                                                                                        | 40                                                                                                                                        | 18                                                                                                                                        | 13                                                                                                                                        |
| 2                                                                                                                                         | Punjab                                                                                                                                    | 16                                                                                                                                        | 30                                                                                                                                        | 9                                                                                                                                         | 14                                                                                                                                        |
| 3                                                                                                                                         | Bihar &Jharkhand                                                                                                                          | 18                                                                                                                                        | 32                                                                                                                                        | 21                                                                                                                                        | 24                                                                                                                                        |
| 4                                                                                                                                         | Delhi                                                                                                                                     | 117                                                                                                                                       | 231                                                                                                                                       | 67                                                                                                                                        | 53                                                                                                                                        |
| 5                                                                                                                                         | Uttar Pradesh-East                                                                                                                        | 18                                                                                                                                        | 39                                                                                                                                        | 39                                                                                                                                        | 20                                                                                                                                        |
| 6                                                                                                                                         | Gujarat                                                                                                                                   | 36                                                                                                                                        | 70                                                                                                                                        | 49                                                                                                                                        | 26                                                                                                                                        |
| 7                                                                                                                                         | Haryana                                                                                                                                   | 7                                                                                                                                         | 23                                                                                                                                        | 15                                                                                                                                        | 12                                                                                                                                        |
| 8                                                                                                                                         | Himachal Pradesh                                                                                                                          | 0                                                                                                                                         | 3                                                                                                                                         | 2                                                                                                                                         | 1                                                                                                                                         |
| 9                                                                                                                                         | Jammu &Kashmir                                                                                                                            | 2                                                                                                                                         | 1                                                                                                                                         | 1                                                                                                                                         | 1                                                                                                                                         |
| 10                                                                                                                                        | Kolkata                                                                                                                                   | 14                                                                                                                                        | 47                                                                                                                                        | 22                                                                                                                                        | 21                                                                                                                                        |
| 11                                                                                                                                        | Kerala                                                                                                                                    | 12                                                                                                                                        | 15                                                                                                                                        | 22                                                                                                                                        | 7                                                                                                                                         |
| 12                                                                                                                                        | Mumbai                                                                                                                                    | 54                                                                                                                                        | 166                                                                                                                                       | 40                                                                                                                                        | 38                                                                                                                                        |
| 13                                                                                                                                        | North East                                                                                                                                | 0                                                                                                                                         | 1                                                                                                                                         | 2                                                                                                                                         | 0                                                                                                                                         |
| 14                                                                                                                                        | Odisha                                                                                                                                    | 17                                                                                                                                        | 7                                                                                                                                         | 3                                                                                                                                         | 8                                                                                                                                         |
| 15                                                                                                                                        | Rajasthan                                                                                                                                 | 18                                                                                                                                        | 29                                                                                                                                        | 30                                                                                                                                        | 23                                                                                                                                        |
| 16                                                                                                                                        | Assam                                                                                                                                     | 3                                                                                                                                         | 13                                                                                                                                        | 4                                                                                                                                         | 1                                                                                                                                         |
| 17                                                                                                                                        | Tamil Nadu                                                                                                                                | 12                                                                                                                                        | 47                                                                                                                                        | 15                                                                                                                                        | 10                                                                                                                                        |
| 18                                                                                                                                        | West Bengal                                                                                                                               | 10                                                                                                                                        | 28                                                                                                                                        | 19                                                                                                                                        | 7                                                                                                                                         |
| 19                                                                                                                                        | Uttar Pradesh-West &Uttarakhand                                                                                                           | 10                                                                                                                                        | 30                                                                                                                                        | 17                                                                                                                                        | 19                                                                                                                                        |
| 20                                                                                                                                        | Karnataka                                                                                                                                 | 47                                                                                                                                        | 94                                                                                                                                        | 22                                                                                                                                        | 13                                                                                                                                        |
| 21                                                                                                                                        | Madhya Pradesh& Chhattisgarh                                                                                                              | 17                                                                                                                                        | 45                                                                                                                                        | 18                                                                                                                                        | 19                                                                                                                                        |
| 22                                                                                                                                        | Maharashtra                                                                                                                               | 42                                                                                                                                        | 107                                                                                                                                       | 51                                                                                                                                        | 49                                                                                                                                        |
| 23                                                                                                                                        | Chennai                                                                                                                                   | 4                                                                                                                                         | 10                                                                                                                                        | 3                                                                                                                                         | 7                                                                                                                                         |
| 24                                                                                                                                        | Service Area not mentioned                                                                                                                | 0                                                                                                                                         | 1                                                                                                                                         | 1                                                                                                                                         | 4                                                                                                                                         |
| Total                                                                                                                                     | Total                                                                                                                                     | 490                                                                                                                                       | 1109                                                                                                                                      | 490                                                                                                                                       | 390                                                                                                                                       |

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