The National Communications Authority (NCA) has announced amendments to the Quality of Service (QoS) Key Performance Indicators (KPIs) applicable to mobile telecommunications services in Ghana.
In a press release issued on Friday, the Authority said the revised QoS framework introduces more stringent, measurable, and enforceable performance thresholds for voice, data, and messaging services across all Metropolitan, Municipal and District Assemblies (MMDAs). The amendments take immediate effect and replace certain standards that have been in use since 2004.
According to the NCA, the changes reflect technological advancements, evolving consumer usage patterns, and national policy objectives, and form part of ongoing regulatory interventions to improve service delivery and strengthen compliance by Mobile Network Operators (MNOs).
Key Amendments to QoS Indicators
Under the revised framework, the maximum allowable Call Drop Rate (CDR) for voice services has been reduced from 3 per cent to less than 1 per cent, aimed at ensuring greater call stability. In addition, a new Call Connection Success Rate (CCSR) threshold requires that more than 95 per cent of attempted calls successfully connect in over 90 per cent of operational cells within any MMDA.
To improve call quality, the NCA has also introduced a minimum Mean Opinion Score (MOS) of above 3.0 for 2G voice services.
For data services, the revised KPIs now require 3G data download speeds to exceed an average throughput of 1 Mbps, replacing the previous session-based benchmark of 256 kbps.
Messaging services have also been tightened, with operators now required to achieve a minimum SMS and MMS delivery success rate of 98 per cent, while delivery time must not exceed five seconds.
Expanded Coverage Obligations
Beyond service quality, the amended framework introduces a mandatory coverage obligation requiring MNOs to extend network services to all constituent towns within every MMDA. Previously, such coverage beyond district capitals was encouraged but not enforceable.
The NCA said this requirement is now a binding licence condition.
Monitoring, Enforcement and Consumer Complaints
The Authority stated that it will intensify field monitoring and performance assessments to ensure compliance with the revised QoS KPIs. Mobile Network Operators that fail to meet the approved thresholds will be subject to regulatory sanctions in line with licence conditions and applicable laws.
Consumers experiencing persistent poor quality of service have been encouraged to lodge complaints through the NCA’s toll-free line 0800 30 30 30, via email at [email protected], on the Authority’s official social media platforms, or by visiting any NCA office nationwide.
The NCA reiterated its mandate to protect consumer interests and ensure the provision of reliable, efficient, and high-quality telecommunications services across the country.