No more excuses: NCA rolls out stricter mobile service standards

Ghana’s mobile network operators must now keep call drop rates below one per cent, ensure at least 95 per cent call connection success, and deliver average 3G download speeds above 1 megabit per second (Mbps), under sweeping new quality standards that take immediate effect.

The National Communications Authority (NCA) announced the new directives on February 15, 2026, significantly tightening long-standing Quality of Service (QoS) Key Performance Indicators (KPIs) that have been in place since 2004.

Under the revised framework, the maximum allowable Call Drop Rate (CDR) has been reduced from three per cent to less than one per cent in a bid to improve call stability nationwide.

Telecom operators are also required to achieve a Call Connection Success Rate (CCSR) of more than 95 per cent. In addition, successful connections must be recorded in over 90 per cent of operational cells within any Metropolitan, Municipal and District Assembly (MMDA).

For voice clarity, the regulator has introduced a minimum average Mean Opinion Score (MOS) of greater than 3.0 for 2G services, setting a measurable benchmark for call quality.

On data performance, the NCA has raised the bar considerably. The revised KPI mandates an average 3G data throughput exceeding 1Mbps, replacing the previous session-based threshold of 256 kilobits per second (kbps), effectively quadrupling the minimum requirement.

Messaging services are also subject to stricter oversight. Operators must now guarantee at least a 98 per cent SMS and MMS delivery success rate, with delivery times not exceeding five seconds.

Beyond performance metrics, the Authority has introduced mandatory coverage requirements. Mobile operators are now required to extend network coverage to all constituent towns within every MMDA.

Previously, operators were encouraged but not compelled to expand coverage beyond district capitals. The new directive makes this obligation enforceable under existing licence conditions.

The NCA said it will intensify monitoring through field measurements and regular performance assessments. Operators that fail to meet the new standards risk regulatory sanctions in accordance with their licence conditions and applicable laws.

The Authority also urged consumers experiencing persistent poor service to formally lodge complaints.

According to the NCA, the revised standards reflect evolving technology, changing consumer usage
patterns and national policy objectives, signalling a firmer regulatory approach aimed at improving service delivery across Ghana’s telecommunications sector.