By Nelson Ayivor
The National Communications Authority has announced sweeping amendments to the Quality of Service Key Performance Indicators governing mobile telecommunications services in Ghana, marking one of the most significant regulatory updates in nearly two decades.
The revised framework, which takes immediate effect, introduces stricter, measurable, and enforceable standards for voice, data, and messaging services across all Metropolitan, Municipal, and District Assemblies. According to the Authority, the amendments update performance benchmarks that have largely remained unchanged since 2004.
“As the statutory regulator of the communications sector, the NCA is mandated to protect consumer interests and ensure the provision of reliable, efficient and high-quality telecommunications services.”
The new standards reflect advances in telecommunications technology, evolving consumer usage patterns, and national policy objectives aimed at improving digital connectivity and protecting consumer interests.
The amendment of the QoS KPIs forms part of the Authority’s ongoing regulatory interventions to improve service delivery and strengthen compliance by mobile network operators (MNOs).
Voice and Data Benchmarks Raised
A major feature of the amended KPIs is the tightening of voice service performance thresholds. The maximum allowable call drop rate has been reduced to below one percent, a significant shift from the previous limit of under three percent.
This change is expected to improve call stability and reduce the frequency of interrupted conversations, which has been a longstanding complaint among subscribers.
In addition, the NCA has introduced a mandatory requirement for the call connection success rate. Under this rule, more than 95 percent of attempted calls must successfully connect in at least 90 percent of operational network cells within any MMDA.
The Authority also set a minimum average Mean Opinion Score above 3.0 for 2G voice services, a measure designed to enhance the perceived quality of calls, particularly in areas where newer network technologies are still limited.
Data services have also been brought under tighter scrutiny. The revised KPIs replace the previous session based 256 kilobits per second threshold for 3G data with a requirement for average download speeds exceeding one megabit per second.
The NCA said this adjustment aligns regulatory expectations with modern data usage demands, as mobile internet has become central to commerce, education, and public services.
Messaging Reliability and Faster Delivery
Messaging services have not been left out of the reforms. Mobile network operators are now required to achieve a minimum delivery success rate of 98 percent for SMS and MMS messages. Additionally, message delivery times must not exceed five seconds.
These standards are aimed at improving reliability for personal communication as well as critical services such as mobile banking alerts, security notifications, and emergency communications.
The Authority noted that delayed or undelivered messages undermine consumer trust and can have financial and safety implications. The NCA sets clear benchmarks to ensure messaging services meet users’ expectations in an increasingly digital economy.
Beyond performance quality, the amended framework introduces a major shift in coverage obligations. Mobile network operators are now required to extend network coverage to all constituent towns within every MMDA. Previously, operators were encouraged to go beyond district capitals, but the requirement was not enforceable.
Under the new rules, coverage expansion is now tied directly to licence conditions. The NCA explained that this measure is intended to close connectivity gaps between urban centres and underserved communities, supporting national goals of digital inclusion and equitable access to communication services.
Monitoring, Enforcement, and Consumer Role
To ensure compliance, the NCA said it will intensify monitoring activities through field measurements and regular performance assessments. Operators that fail to meet the approved thresholds will face regulatory sanctions in line with their licence conditions and applicable laws.
The Authority also encouraged consumers to actively report persistent poor service quality. Subscribers can lodge complaints through the NCA’s toll free line, via email, through its official social media platforms, or by visiting any NCA office nationwide.
According to the regulator, consumer feedback remains a critical tool in identifying problem areas and enforcing accountability among service providers.
Established by an Act of Parliament in 1996 and currently operating under the National Communications Authority Act, 2008, the NCA is mandated to license and regulate electronic communications activities in Ghana.
The latest amendments to the Quality of Service KPIs underscore the Authority’s renewed focus on accountability, consumer protection, and service excellence.
With mobile telecommunications now embedded in almost every aspect of economic and social life, the NCA said it expects the new standards to drive improved investment, better network performance, and greater confidence in Ghana’s communications sector.
The Authority emphasized that while the benchmarks are demanding, they are achievable and necessary to meet the expectations of consumers in a modern digital environment.