The National Communications Authority(NCA) has announced sweeping amendments to its Quality of Service (QoS) Key Performance Indicators (KPIs) for mobile telecommunications providers, introducing stricter and enforceable standards aimed at improving service delivery across Ghana.
The new framework, which takes immediate effect, revises performance thresholds for voice, data, and messaging services across all Metropolitan, Municipal and District Assemblies (MMDAs). According to the Authority, the updated standards replace certain parameters that have been in place since 2004 and align regulatory expectations with modern technology, evolving consumer usage patterns, and national digital transformation goals.
Tougher Standards for Voice Services
The NCA has significantly tightened performance benchmarks for voice services:
- Call Drop Rate (CDR): The maximum allowable rate has been reduced from ≤3% to less than 1%, a move aimed at drastically improving call stability.
- Call Connection Success Rate (CCSR): A new mandatory benchmark requires more than 95% of attempted calls to successfully connect in over 90% of operational cells within any MMDA.
- Voice Quality (Mean Opinion Score – MOS): A minimum average MOS of greater than 3.0 for 2G services has been introduced to enhance perceived call clarity.
These adjustments are expected to directly impact user experience, particularly in areas where dropped calls and unstable connections have been persistent complaints.
Improved Data and Messaging Requirements
For data services, the NCA has raised the bar on minimum internet speeds:
- 3G Data Download Speed: Operators must now deliver average throughput exceeding 1 Mbps, replacing the previous session-based minimum of 256 kbps.
Messaging services have also been strengthened:
- SMS/MMS Delivery Success Rate: A minimum 98% delivery success rate is now required.
- SMS/MMS Delivery Time: Messages must be delivered within five seconds.
The Authority says these changes reflect the growing reliance on digital communication for business, financial transactions, education, and public services.
Mandatory Network Expansion Across All Towns
Beyond service quality thresholds, the revised framework introduces a major structural obligation: mobile network operators (MNOs) must now extend coverage to all constituent towns within every MMDA.
Previously, operators were encouraged, but not compelled, to expand coverage beyond district capitals. The new requirement makes full territorial coverage enforceable under license conditions, marking a significant shift toward universal access.
Enforcement and Compliance
The NCA has indicated that it will intensify monitoring through field measurements and performance audits. Operators that fail to meet the revised KPIs will face regulatory sanctions in accordance with their license conditions and applicable laws.
As the statutory regulator established under the (Act 769), the Authority is mandated to protect consumer interests and ensure reliable, efficient telecommunications services nationwide.
Consumer Complaints Channels
Consumers experiencing persistent poor service can report issues through:
- Toll-Free: 0800 30 30 30
- Email: complaints@nca.org.gh
- Social Media:
- Facebook & LinkedIn – National Communications Authority Ghana
- TikTok & X – NCAGhana
- Instagram & Threads – National Comm. Authority
- In-Person: Any NCA office nationwide
A Signal to the Industry
The amendments represent one of the most significant regulatory tightening measures in Ghana’s telecom sector in over two decades. With mobile connectivity central to economic activity, digital finance, and national development, the NCA’s move sends a clear signal: service quality is no longer negotiable.
Industry analysts expect mobile network operators to accelerate infrastructure upgrades, expand rural coverage, and improve network optimization strategies to comply with the new benchmarks.
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