A new nationwide survey has highlighted mounting frustration among telecom users in Ghana, with issues such as fraud, high internet charges, hidden subscriptions, and unexplained deductions ranking among the most pressing concerns. The findings are detailed in The State of the Ghanaian Consumer 2025: Insights into Awareness, Satisfaction and Recommendations for Reform, a report published by CUTS International Accra based on responses from 1,795 consumers across the country.
According to the report, violations of consumer rights remain widespread in the telecommunications sector, demanding urgent intervention from both service providers and regulators. Recurring complaints include fraudulent lottery messages, the sale of pre‑registered SIM cards, unsolicited text messages, hidden subscriptions, deductions from airtime balances, high data costs, poor connectivity, and substandard call quality. The study also draws attention to frustrations over data bundle expirations and delays in SIM registration.
“Consumers in the telecommunication industry are faced with numerous right violation that needs immediate attention,” the report stated. One of the most troubling findings is the prevalence of fraudulent SMS messages claiming recipients have won lotteries. According to the report, these messages often instruct users to call a specified number, which can result in unauthorised deductions from their SIM card balances.
Consumers also complained about hidden subscriptions, which are sometimes embedded at the end of text messages or phone calls, leading users to unknowingly subscribe to third-party services. The report noted that charges for such services can range from 9 pesewas to 85 pesewas, leaving many consumers unaware that deductions are being made from their airtime or mobile money balances.
Other complaints include deductions from subscribers’ credit balances when receiving text messages and the widespread sale of pre-registered and activated SIM cards, practices that consumers say expose them to fraud and identity-related risks. Beyond fraud, the report identified the high cost of internet data as a major source of dissatisfaction among telecom consumers.
Users also cited poor connectivity, poor call quality, and frequent network disruptions as persistent problems affecting their daily communication and access to digital services. The report observed that internet access costs in Ghana remain relatively high compared to several African peers, despite the country’s growing digital economy and increasing reliance on mobile data services.
It noted that while Ghana performs relatively well within the region on some telecommunications indicators, consumers continue to feel burdened by the affordability of data and the quality of services received.
Another issue highlighted by the report is the lengthy SIM registration process.
Some consumers reported spending an entire day at registration centres, forcing them to abandon work and other productive activities in order to complete the process.
The report said these delays add to consumer frustration and undermine confidence in the efficiency of telecom service delivery.
CUTS International Accra said the findings point to the need for stronger regulatory enforcement and better consumer protection within the telecommunications sector.
The report noted that the National Communications Authority (NCA) is mandated to monitor service quality and address consumer complaints related to billing, network issues, and service delivery.
However, it argued that consumers still require clearer information, stronger safeguards against unauthorized deductions, and more effective mechanisms for resolving disputes.
Under existing regulations, telecom consumers can seek redress through the NCA or the Alternative Dispute Resolution (ADR) Centre when disputes with operators remain unresolved.
The report also stated that the NCA may appoint a mediator to facilitate resolution between operators and subscribers, while unresolved cases can be escalated to the ADR Centre for a final decision.
CUTS warned that the persistence of fraud, hidden charges and poor service quality could further erode consumer confidence in Ghana’s telecommunications sector.
It recommended stronger enforcement against fraudulent practices, greater transparency in subscriptions and billing, improved network quality, and enhanced consumer education on telecom rights and redress mechanisms.
The report forms part of a broader assessment of consumer rights and protection across eight key sectors in Ghana, including banking, electricity, water, road safety, e-commerce, waste management and aviation.
For telecom users, however, the findings suggest that fraud, expensive data, and hidden charges remain among the most immediate and pressing consumer concerns.
Source: William Narh
