The National Communications Authority (NCA) has announced sweeping amendments to its Quality of Service (QoS) performance standards for mobile telecommunications providers, introducing stricter and enforceable benchmarks aimed at improving call reliability, data speeds and messaging performance across Ghana.
In a press release issued on 15 February 2026, the regulator said the revised Key Performance Indicators (KPIs) take immediate effect and replace several parameters that have remained unchanged since 2004. Officials said the overhaul reflects technological progress, evolving consumer usage patterns and national policy goals focused on digital development.
The NCA, which is mandated to safeguard consumer interests and ensure high-quality communications services, said the new framework forms part of ongoing regulatory interventions designed to strengthen compliance among mobile network operators and enhance service delivery nationwide.
Among the most significant changes are stricter thresholds for voice services. The maximum allowable call drop rate has been reduced from three per cent to less than one per cent, a move intended to improve call stability. A new requirement also mandates that more than 95 per cent of attempted calls must connect successfully in at least 90 per cent of operational cells within any Metropolitan, Municipal or District Assembly. In addition, operators must now maintain an average Mean Opinion Score above 3.0 for 2G voice services, setting a minimum standard for perceived call quality.
Data performance requirements have also been tightened. The authority said the benchmark for average 3G download speeds has been raised to more than one megabit per second, replacing the previous session-based threshold of 256 kilobits per second. Regulators say the change aligns minimum expectations with contemporary data usage demands.
Messaging services are also subject to new standards. Operators must ensure a delivery success rate of at least 98 per cent for SMS and MMS messages, while delivery times must not exceed five seconds.
The updated framework further imposes expanded coverage obligations. Previously, telecom providers were encouraged but not required to extend service beyond district capitals. Under the new rules, operators must provide network coverage to all constituent towns within every district, with the requirement now enforceable under licensing conditions.
To ensure compliance, the NCA said it will intensify monitoring through field measurements, audits and performance assessments. Operators that fail to meet the approved thresholds risk regulatory sanctions in line with licence conditions and applicable laws.
The authority also urged consumers experiencing persistent poor service to file complaints through its toll-free hotline, email channels, social media platforms or by visiting NCA offices nationwide, emphasising that public feedback will support enforcement efforts.
Regulators say the revised standards signal a decisive step toward more reliable and equitable telecommunications services, underscoring the government’s broader push to strengthen digital infrastructure and accountability in the sector.