• NCA lowers dropped-call limit to under 1% and raises call success targets

• 3G download speed must exceed 1 Mbps; SMS delivery rate set at 98%

• Nationwide coverage across all districts now mandatory under license terms

Ghana’s telecom regulator announced on Sunday, February 15, revised key performance indicators (KPIs) for quality of service (QoS) applicable to mobile telecommunications services. Effective immediately, the updated standards introduce stricter, measurable and legally binding performance thresholds for voice, data and messaging services.

In a statement, the National Communications Authority (NCA) said the revisions update certain QoS parameters that have been in place since 2004. The changes reflect current technological advances, user consumption patterns and national policy objectives. The rules apply across all Metropolitan, Municipal and District Assemblies (MMDAs).

Higher technical requirements

For voice services, the maximum dropped-call rate has been reduced to below 1%, compared with 3% previously. More than 95% of attempted calls must now be successfully connected in at least 90% of operational cells in each MMDA. In addition, voice quality measured by the Mean Opinion Score (MOS) must exceed an average rating of 3 on 2G networks.

For data and messaging services, the average download speed on 3G networks must exceed 1 megabit per second (Mbps), replacing the previous session-based metric. Operators must also ensure a minimum 98% delivery success rate for SMS and MMS, with delivery times not exceeding five seconds.

Beyond technical standards, the new framework makes network coverage mandatory in all localities within each MMDA. Previously, operators were encouraged, but not required, to extend coverage beyond district capitals. This obligation is now enforceable under license conditions, the regulator said.

The NCA stated it will intensify monitoring, field testing and performance assessments to ensure compliance with the revised KPIs. Consumers experiencing persistent poor service quality can file complaints through dedicated channels. Operators that fail to meet approved thresholds face regulatory sanctions under license terms and the Electronic Communications Act.

Direct regulation under scrutiny

The move comes amid ongoing complaints from Ghanaian consumers about the quality of services provided by mobile operators. Similar concerns have been reported in several African countries as rapid digital transformation increases reliance on stable connectivity for remote work, online learning, telemedicine, streaming, gaming, the Internet of Things and artificial intelligence.

The GSMA, the global association of mobile operators, states that strong quality of service can improve the digital experience and create new opportunities for individuals and communities. In this context, sanctions imposed by African regulators aim to compel operators to comply with quality and coverage requirements.

However, questions remain over whether the regulatory approach adopted by authorities will deliver the expected results. In countries such as Chad, Cameroon and Mauritania, regulators have imposed repeated sanctions on non-compliant operators in recent years. Despite investment pledges, service quality challenges persist.

The GSMA describes this model as “direct regulation,” in which the authority sets parameters, targets and measurement criteria for QoS, then enforces compliance through sanctions.

The organization notes that the model has limits, including targets that may be complex or disproportionate, a high number of indicators, limited consideration of local constraints such as energy supply, fiber infrastructure, weather conditions and rural access, and the absence of fully standardized measurement methodologies. It also warns that recurring fines may reduce operators’ investment capacity, create uncertainty and become counterproductive when targets are technically difficult to achieve.

Isaac K. Kassouwi