From Complaint to Crowdsource
For years, reporting a bad call felt like shouting into the void. While TRAI has always monitored telecom Quality of Service (QoS), these technical benchmarks often don't capture the real-world frustration of a call dropping mid-sentence. The MyCall app
was first launched in 2017 to bridge this gap, but a recent, major update aims to make consumer feedback more potent than ever. The revamped app, currently available for Android users, shifts from a simple complaint box to a dynamic, crowdsourced data platform. By enabling users to report their calling experience in real time, TRAI is creating a public-driven map of network performance, moving beyond technical stats to focus on the consumer's actual Quality of Experience (QoE).
The Power of Pinpoint Location
The most significant change in the MyCall app is the enhanced use of location data. When you rate a call, the app now logs relevant network parameters tied to where you are. Why is this a game-changer? A generic complaint about 'bad network' is difficult for a telecom operator to act on. But feedback linked to a specific location—say, a particular street, a residential building's basement, or a specific highway patch—provides actionable intelligence. This allows operators to identify black spots and problem areas with a precision that was previously only possible through expensive, large-scale 'drive tests'. The updated app features an interactive map where you can see your own feedback history, providing a visual log of where you consistently face issues.
How to Make Your Feedback Count
Using the revamped tool is straightforward. After a call, the app can automatically prompt you to provide a rating on a simple one-to-five-star scale. A one-star rating suggests a terrible experience, while five stars mean excellent quality. But to truly help, you should go a step further. The app allows you to report the specific nature of the problem. Did the call drop? Was there a persistent echo or a delay in the audio? Was there cross-connection, or could one party not hear the other? Selecting the correct issue provides operators with detailed diagnostic information. The key is to provide this feedback as soon as possible after the call ends, while the experience—and your location—are fresh. This ensures the data sent to the operator and TRAI is as accurate as possible.
What to Check: Indoor vs. Outdoor and More
When providing feedback, context is king. The app automatically captures network data, but your subjective experience is equally vital. Consider whether you were indoors or outdoors, as this has a massive impact on signal strength. A call dropping inside a concrete office building is a different problem from one dropping in an open field. Mentioning this in any open feedback field can be useful. The app also includes a 'Coverage Test' feature that lets you assess mobile signal strength at different locations, independent of a call. Using this can help you build a clearer picture of your network's performance in the places you frequent most, like your home and office. This data, combined with your call ratings, creates a comprehensive profile of your experience.
Your Data Is Anonymous and Actionable
Concerns about privacy are natural, but TRAI has clarified that all feedback submitted through the MyCall app is anonymised before being shared with the regulator and the telecom service providers. Your personal details are not attached to the complaint. The goal isn't to track individuals but to identify patterns of poor service. This aggregated, anonymous data helps operators perform targeted network optimisation. While the feedback will not be used for direct punitive action against carriers—penalties are still tied to technical audits—it creates public and regulatory pressure. It gives operators a clear, data-driven mandate to investigate and fix the real-world problems their customers are facing.
