The National Communications Authority (NCA) has directed mobile network operators to expand coverage beyond district capitals to all towns within every Metropolitan, Municipal, and District Assembly (MMDA), under a new and stricter Quality of Service (QoS) framework.
In a press release issued Sunday, the NCA said the updated framework introduces more stringent, measurable, and enforceable standards for voice, data, and messaging services. The changes, which replace standards in place since 2004, reflect technological advancements, evolving consumer usage patterns, and national policy objectives.
Key provisions of the revised framework include:
Voice Services:
Call Drop Rate reduced to less than 1% (previously ≤3%).
Call Connection Success Rate must exceed 95% in over 90% of operational cells within any MMDA.
2G voice calls must achieve a Mean Opinion Score (MOS) above 3.0, improving perceived call quality.
Data Services:
3G download speeds must average over 1 Mbps, replacing the previous session-based minimum of 256 kbps.
Messaging Services:
SMS/MMS delivery success rate set at 98%.
Messages must be delivered in no more than five seconds.
Network Coverage:
Telcos are now legally required to extend coverage to all towns within every MMDA, not just district capitals.
The NCA warned that non-compliant operators will face regulatory sanctions and said it will intensify monitoring through field measurements and performance assessments.
Consumers experiencing persistent service issues are encouraged to report complaints via the NCA’s toll-free line: 0800 30 30 30, email (complaints@nca.org.gh), social media channels, or by visiting any NCA office nationwide.
The regulator said the amended QoS framework is part of its ongoing effort to ensure reliable, efficient, and high-quality telecommunications services for all Ghanaians.
