NCA Tightens Mobile Service Standards Nationwide
By: Maame Efua Kwaduah
The National Communications Authority (NCA) has announced new measures to tighten service standards in Ghana’s mobile telecommunications sector, introducing stricter and enforceable Quality of Service (QoS) benchmarks for operators nationwide.
The revised Key Performance Indicators (KPIs), which take immediate effect, apply to voice, data and messaging services across all Metropolitan, Municipal and District Assemblies (MMDAs).
According to the Authority, the changes represent the most significant update to mobile service regulations since 2004 and are intended to reflect technological advancements, evolving consumer usage patterns and national digital policy objectives.
In a statement the NCA said it is mandated to protect consumer interests and ensure the provision of reliable, efficient and high-quality telecommunications services, adding that the amendments form part of ongoing regulatory interventions to improve service delivery and strengthen compliance by mobile network operators (MNOs).
Under the new framework, the maximum allowable call drop rate has been reduced from 3% to below 1%, a move aimed at significantly improving call stability and reducing interrupted conversations.
In addition, operators must now ensure that more than 95% of attempted calls successfully connect in at least 90% of operational cells within any MMDA.
The Authority has also introduced a minimum Mean Opinion Score (MOS) of above 3.0 for 2G voice services to enhance perceived call quality, particularly in areas where newer network technologies remain limited.
Data service benchmarks have been raised substantially. The previous session-based threshold of 256 kilobits per second for 3G services has been replaced with a requirement for average download speeds exceeding 1 Mbps. The NCA noted that mobile internet has become central to commerce, education and public service delivery, necessitating higher regulatory standards aligned with current usage demands.
Messaging services are also subject to stricter requirements. Operators must achieve a minimum SMS and MMS delivery success rate of 98%, with delivery times not exceeding five seconds.
The Authority emphasised that delayed or undelivered messages undermine consumer confidence and can have financial and security implications, particularly for services such as mobile banking alerts and emergency notifications.
Beyond service performance, the revised framework introduces mandatory coverage expansion requirements. MNOs are now required to extend network coverage to all constituent towns within every MMDA. Previously, operators were encouraged but not compelled to go beyond district capitals. Under the new rules, coverage obligations are directly tied to licence conditions, making them enforceable.
The NCA indicated it will intensify monitoring through field measurements and periodic performance assessments, warning that operators that fail to meet the approved thresholds risk regulatory sanctions in accordance with their licence conditions and applicable laws.
Consumers experiencing persistent poor service quality have been encouraged to lodge complaints through the Authority’s toll-free line, email platforms, social media channels or by visiting any NCA office nationwide.
The Authority expressed confidence that although the new standards are demanding, they are achievable and necessary to meet the expectations of consumers in an increasingly digital economy.
