Mobile network operators in Ghana risk sanctions under stricter service quality standards introduced by the National Communications Authority, which says consumers should report persistent poor network experiences to aid enforcement.
In a statement dated February 15, 2026, the NCA announced revised Quality of Service Key Performance Indicators aimed at improving call stability, data performance and messaging reliability across the country.
The Authority said the new standards take immediate effect and are meant to align telecom service delivery with changing user demand and technological developments.
According to the statement, operators that fail to meet the revised standards risk regulatory sanctions under their licence conditions and applicable laws.
The Authority said the maximum allowable call drop rate has been reduced from three per cent to below one per cent. Operators must also maintain a call connection success rate above 95 per cent in at least 90 per cent of operational cells within each Metropolitan, Municipal and District Assembly. In addition, operators must maintain a minimum average Mean Opinion Score above 3.0 for 2G voice services to improve call quality.
For data services, the Authority revised the 3G data download speed benchmark to an average throughput exceeding one megabit per second, replacing the previous session-based threshold of 256 kilobits per second.
The Authority said mobile operators must also achieve a minimum SMS and MMS delivery success rate of 98 per cent, with delivery times not exceeding five seconds.
The statement introduced a mandatory requirement for operators to extend network coverage to all constituency towns within each Metropolitan, Municipal and District Assembly. The Authority explained that while expansion beyond district capitals had previously been encouraged, the requirement is now enforceable under licence conditions.
The Authority urged consumers experiencing persistent poor network quality to submit complaints through its designated channels, including toll free lines, email, social media platforms and visits to its offices. According to the statement, consumer feedback will aid ongoing monitoring and enforcement of the revised service standards.
The Authority said it will intensify field measurements and performance assessments to evaluate compliance with the new indicators. Established under the National Communications Authority Act, 2008 (Act 769), the regulator oversees electronic communications services in Ghana and requires operators to provide efficient and reliable services to the public.
Below is a copy of the statement:
