The National Communications Authority (NCA) has announced stricter performance benchmarks for mobile network operators as part of measures to improve the quality of experience and overall service delivery for consumers.
In a statement dated Monday, February 16, 2025, the regulator said it has amended the Quality of Service Key Performance Indicators governing voice, data and messaging services in the country, describing the new standards as tougher, measurable and enforceable.
“The amended QoS KPIs introduce more stringent, measurable and enforceable performance thresholds for voice, data and messaging services across all Metropolitan, Municipal and District Assemblies (MMDAs). These amendments, which take immediate effect, update certain QoS parameters that have been in effect since 2004 and reflect current technological advancements, consumer usage patterns and national policy objectives.”
According to the NCA, the move is intended to address persistent consumer complaints about dropped calls, poor voice quality, slow internet speeds and delayed message delivery, while aligning network performance with current technological advancements and usage patterns.
On voice services, the Authority said it has significantly reduced the allowable call drop rate, insisting that operators must now ensure far greater call stability. It also introduced stricter thresholds for call connection success and minimum voice quality levels to improve how consumers perceive call clarity.
“The maximum allowable call drop rate has been reduced from ≤3% to less than 1%, ensuring greater call stability,” the regulator explained.
For data services, the NCA said it has raised minimum performance expectations, particularly for 3G services, noting that faster and more reliable internet access has become critical to daily life, business and public services.
Messaging services have also been tightened, with operators now required to deliver text and multimedia messages within a short, defined timeframe and with a higher success rate.
Beyond service quality, the Authority announced that mobile network operators are now under a mandatory obligation to extend coverage to all towns within every Metropolitan, Municipal and District Assembly, moving beyond the previous focus on district capitals.
The NCA made it clear that the new regime will be strictly enforced, warning that operators who fail to meet the new standards will face regulatory sanctions in line with their licence conditions and applicable laws.
“The NCA will intensify monitoring, field measurements and performance assessments to ensure compliance with the revised QoS KPIs. MNOs that fail to meet the approved thresholds shall be subject to regulatory sanctions in accordance with their licence conditions and applicable laws.”
The regulator stressed that the tougher approach is not punitive but aimed at compelling compliance and protecting consumers who rely on mobile networks for communication, work and essential services.
Consumers experiencing persistent poor network services have been encouraged to report directly to the Authority through its toll-free line, email and official social media channels, noting that complaints will inform enforcement actions.
“Consumers who experience persistent poor quality of mobile telecommunications services are encouraged to lodge complaints through any of the following channels:
-
Toll-Free: 0800 30 30 30
-
Email: complaints@nca.org.gh
-
Social media:
-
Facebook and LinkedIn – National Communications Authority, Ghana
-
TikTok and X – NCAGhana
-
Instagram and Thread – National Comm. Authority
-
-
In-person: Visit any NCA office nationwide.
By: Ekow Annan/newsalertgh.com
