The National Communications Authority (NCA) has issued new directives requiring all mobile network operators in Ghana to extend coverage to every town within each Metropolitan, Municipal, and District Assembly (MMDA). This expanded obligation is part of a comprehensive overhaul of Quality of Service (QoS) standards announced on February 15, 2026, and now in force. The revised framework introduces significantly stricter Key Performance Indicators (KPIs) for telecom providers, replacing standards that have been in place since 2004.
Previously, operators were encouraged—but not obligated—to expand services beyond district capitals. Under the new rules, however, coverage across all towns within every MMDA is now a binding licence condition. Beyond expanding coverage, operators must also meet stricter performance benchmarks. The maximum allowable Call Drop Rate (CDR) has been reduced from 3% to below 1%, while telcos are required to achieve a Call Connection Success Rate (CCSR) of more than 95%. Successful connections must be recorded in over 90% of operational cells within each MMDA.
Voice quality standards have also been strengthened, with a minimum average Mean Opinion Score (MOS) of above 3.0 set for 2G services to ensure clearer calls. On data services, the NCA has raised expectations substantially. Operators must now deliver average 3G download speeds exceeding 1 megabit per second (Mbps), replacing the previous 256 kilobits per second threshold—effectively quadrupling the minimum requirement.
Messaging services are also subject to the new rules. Telecom operators must now ensure a minimum SMS/MMS delivery success rate of 98%, with messages delivered within five seconds. The NCA has stated that compliance will be closely monitored through field checks and performance evaluations. Providers that fail to meet these standards face sanctions under their licence conditions and applicable laws.
The Authority further urged consumers experiencing persistent service issues to file formal complaints, emphasising that the reforms reflect technological progress, evolving user behaviour, and national policy objectives aimed at enhancing service quality across Ghana’s telecom sector.
Source: Juliana Odame Asare
