The National Communications Authority (NCA) has announced major amendments to the Quality of Service (QoS) Key Performance Indicators (KPIs) for mobile telecommunications in Ghana, introducing tougher standards to ensure more reliable services for consumers.
According to the press statement issued on Sunday, effective immediately, the new framework establishes stricter thresholds for voice, data, and messaging services across all Metropolitan, Municipal, and District Assemblies (MMDAs).
The Authority emphasised that, under the revised rules, the maximum allowable call drop rate has been reduced from 3 per cent to less than 1 per cent. Operators must now achieve a call connection success rate of over 95 per cent in more than 90 per cent of operational cells.
“Voice quality has also been tightened, requiring a minimum average score greater than 3.0 for 2G services,” the press release stated.
The NCA noted that data services have been strengthened; the average 3G download speed must now exceed 1 Mbps, replacing the previous threshold of 256 kbps. Additionally, messaging services must meet new obligations, with operators required to deliver SMS and MMS messages with a success rate of at least 98 per cent and within five seconds.
Beyond service quality, the NCA has introduced enforceable coverage obligations, mandating mobile network operators to extend coverage to all towns within every MMDA, a departure from the earlier policy that only encouraged expansion beyond district capitals.
The Authority says it will intensify monitoring through field measurements and performance assessments, warning that operators who fail to meet the new standards will face sanctions under their license conditions and applicable laws. Consumers experiencing persistent poor service are being urged to lodge complaints through the NCA’s established channels.
According to the regulator, these amendments reflect technological advancements, evolving consumer usage patterns, and national policy objectives, forming part of ongoing efforts to strengthen compliance and improve service delivery nationwide.
Margaret Adjeley Sowah, ISD
