The National Communications Authority (NCA) has strengthened Ghana’s Quality of Service (QoS) regulations for mobile operators, reducing the maximum permissible call drop rate from 3% to under 1% in a new framework that takes immediate effect. In a statement issued on Sunday, February 15, 2026, the regulator announced amendments to the QoS Key Performance Indicators (KPIs) for mobile services, introducing “stricter, measurable, and enforceable thresholds” for voice, data, and messaging across all Metropolitan, Municipal, and District Assemblies (MMDAs).
The NCA explained that the updated standards replace parameters in place since 2004, aligning them with technological progress, evolving consumer habits, and national policy goals. “As the statutory regulator of the communications sector, the NCA is mandated to safeguard consumer interests and ensure the delivery of reliable, efficient, and high-quality telecommunications services,” the Authority stated.
It added that the new KPIs form part of its ongoing interventions to improve service delivery and strengthen compliance by mobile network operators (MNOs). Under the amended voice service standards, the NCA said the maximum call drop rate has been reduced from ≤3% to less than 1%, a move aimed at ensuring greater call stability.
The regulator has also introduced a new mandatory Call Connection Success Rate (CCSR) threshold, requiring that more than 95% of attempted calls must successfully connect in over 90% of operational cells within any MMDA. To address call clarity and user experience, the NCA has further set a minimum average Mean Opinion Score (MOS) of greater than 3.0 for 2G services, describing it as a measure to improve perceived call quality.
On data services, the Authority has revised the 3G data download speed benchmark. The new KPI requires an average throughput of at least 1 Mbps, replacing the previous session-based threshold of 256 kbps. Messaging services have also been tightened. Operators are now required to achieve a minimum SMS/MMS delivery success rate of 98%, while delivery time must not exceed five seconds.
Beyond performance targets, the NCA said the amended framework introduces expanded coverage obligations, requiring MNOs to extend network coverage to all constituent towns within each MMDA. The regulator noted that under the previous regime, operators were encouraged but not obligated to extend coverage beyond district capitals.
The new requirement, it said, is now enforceable under licence conditions.
The NCA said it will intensify monitoring through field measurements and performance assessments to ensure compliance, warning that operators who fail to meet the approved thresholds will face regulatory sanctions in line with licence conditions and applicable laws.
The Authority also encouraged consumers experiencing persistent poor service to lodge complaints via its toll-free line 0800 30 30 30, email complaints@nca.org.gh, social media platforms, or by visiting any NCA office nationwide.
