According to the NCA, the amendments are part of its statutory mandate to protect consumer interests and ensure the provision of reliable, efficient, and high-quality telecommunications services.
The National Communications Authority (NCA) has announced amendments to the Quality of Service (QoS) Key Performance Indicators (KPIs) for mobile telecommunications services in Ghana, introducing stricter, measurable, and enforceable standards across voice, data, and messaging services. The revised framework, which takes immediate effect, updates parameters that have largely remained unchanged since 2004 and aligns them with current technological developments, consumer usage patterns, and national policy objectives.
According to the NCA, the amendments are part of its statutory mandate to protect consumer interests and ensure the provision of reliable, efficient, and high-quality telecommunications services. The revised QoS KPIs form part of the Authority’s broader regulatory interventions aimed at improving service delivery and strengthening compliance by mobile network operators (MNOs) nationwide.
For voice services, the updated KPIs significantly tighten performance thresholds. The maximum allowable Call Drop Rate has been reduced from 3% to less than 1% to enhance call stability. A new mandatory Call Connection Success Rate has also been introduced, requiring more than 95% of attempted calls to successfully connect in over 90% of operational cells within any Metropolitan, Municipal and District Assembly (MMDA). In addition, a minimum average Mean Opinion Score of above 3.0 has been established for 2G services to improve perceived voice quality.
In the area of data services, the revised framework raises performance expectations by setting a new benchmark for 3G data download speeds. Operators are now required to deliver an average data throughput exceeding 1 Mbps, replacing the previous session-based threshold of 256 kbps, in response to growing demand for faster and more reliable data services.
Messaging services have also been strengthened under the amended KPIs. Mobile operators are now required to achieve a minimum SMS and MMS delivery success rate of 98%, while delivery times must not exceed five seconds, ensuring timely and reliable message transmission for consumers.
Beyond service performance, the amended framework introduces expanded coverage obligations. Mobile network operators are now mandated to extend network coverage to all constituent towns within every MMDA. Previously, operators were encouraged—but not legally required—to extend coverage beyond district capitals. Under the new regime, this obligation is enforceable through licence conditions.
The NCA stated that it will intensify monitoring activities, including field measurements and performance assessments, to ensure compliance with the revised QoS standards. Operators that fail to meet the approved thresholds will be subject to regulatory sanctions in line with their licence conditions and applicable laws.
Consumers experiencing persistent poor quality of mobile telecommunications services are encouraged to lodge complaints through the NCA’s toll-free line, email, social media platforms, or by visiting any NCA office nationwide. The Authority reaffirmed its commitment to promoting improved service quality and accountability across Ghana’s telecommunications sector.
