TRAI revamps MyCall app to strengthen telecom service feedback

The upgraded MyCall app introduces real-time call ratings, automatic feedback prompts and coverage testing, enabling consumers to share service quality insights while helping telecom operators optimise networks and improve the overall calling experience.

The Telecom Regulatory Authority of India (TRAI) has launched a significantly upgraded version of its MyCall mobile application, introducing new tools that allow users to provide real-time feedback on the quality of voice calls and mobile network performance. The revamped app is designed to strengthen consumer participation in assessing telecom services while offering operators valuable insights to improve network quality.

Among the key additions is a five-star rating system that enables users to evaluate voice calls immediately after they end. Consumers can also report call drops, poor call quality and other service-related issues directly through the application. In addition, the app now generates automatic post-call feedback prompts, making it easier for subscribers to share their experiences without navigating through multiple screens.

The latest version also expands its scope beyond conventional quality-of-service monitoring by capturing information related to users' quality of experience. Initially available for Android users, the application marks the first major overhaul of the MyCall platform since its launch in 2018.

Speaking on the launch, TRAI Chairman Anil Kumar Lahoti said the information collected through the app would provide regulators and telecom operators with valuable real-world insights into network performance. He noted that consumer feedback would complement existing service quality monitoring mechanisms and support efforts to enhance the overall calling experience.

Consumer inputs to support network optimisation

A notable enhancement in the upgraded application is the ability for users to review their previous feedback and conduct mobile coverage tests. These features are expected to help subscribers better understand network performance while enabling telecom service providers to identify areas requiring infrastructure improvements.

Unlike the earlier version, the revamped MyCall app will also share user feedback directly with telecom operators. According to TRAI, this information will help service providers detect network shortcomings, prioritise corrective action and optimise coverage based on actual consumer experiences.

The regulator clarified that the data gathered through the application will not be used to initiate punitive action against telecom companies. Instead, the objective is to create a collaborative mechanism through which operators can address service gaps and improve customer satisfaction.

Part of TRAI's broader digital consumer initiatives

The MyCall upgrade is part of TRAI's wider efforts to modernise its consumer-focused digital platforms. Earlier this year, the regulator introduced enhanced versions of its Do Not Disturb (DND) and MySpeed applications to strengthen spam reporting and improve network performance monitoring.

The upgraded DND app features a simplified user interface, multilingual support, easier complaint registration, improved management of communication preferences and better compatibility with dual-SIM devices. It also supports the implementation of the dedicated 1600 numbering series for financial institutions, allowing users to identify verified financial service callers more easily. Consumer complaints submitted through the application are transmitted directly to telecom operators using API integration, enabling faster resolution.

With the enhanced MyCall app, TRAI aims to build a more consumer-centric telecom ecosystem by combining regulatory oversight with real-time customer feedback. The initiative is expected to help operators make data-driven improvements to network performance while giving subscribers a more active role in shaping the quality of mobile services across the country.