Ghana’s National Communications Authority (NCA) has introduced revised quality of service (QoS) regulations for mobile operators, setting stricter and legally binding performance standards for voice, data, and messaging services. The updated key performance indicators replace benchmarks that have remained in place since 2004, aligning regulatory expectations with evolving technologies, increased data usage, and national digital policy objectives.
Under the new framework, voice service standards have been significantly tightened. The maximum allowable dropped call rate has been reduced to below 1 percent, compared to the previous threshold of 3 percent. In addition, more than 95 percent of attempted calls must now be successfully connected in at least 90 percent of operational cells across each Metropolitan, Municipal and District Assembly. Voice quality on 2G networks must also achieve a mean opinion score exceeding an average rating of three.
For data and messaging services, the revised rules introduce clearer performance metrics. Average download speeds on 3G networks must exceed one megabit per second, replacing earlier session-based measurements. Operators are also required to maintain a minimum 98 percent success rate for SMS and MMS delivery, with message delivery times not exceeding five seconds. Network coverage has also been made mandatory across all localities within each MMDA, reinforcing expectations around nationwide service availability.
The NCA stated that it will strengthen monitoring through expanded field testing and ongoing performance assessments to ensure operator compliance. Consumers experiencing persistent service issues will be able to raise complaints through designated channels, while operators failing to meet the updated standards may face regulatory sanctions.
The move reflects broader trends across African telecommunications markets, where rising data consumption and growing digital expectations have increased pressure on operators to improve service reliability. Regulators across the region have increasingly adopted stricter enforcement mechanisms, although challenges related to network investment, infrastructure expansion, and service quality continue to persist in several markets.
