The National Communications Authority (NCA) has announced a major overhaul of mobile service quality rules, raising the minimum performance standards for voice, data and messaging services across all Metropolitan, Municipal and District Assemblies (MMDAs).
In a press release dated Sunday, February 15, 2026, the regulator said it has amended the Quality of Service (QoS) Key Performance Indicators (KPIs) for mobile telecommunications services, introducing “more stringent, measurable and enforceable performance thresholds.”
The most significant change affects mobile internet speeds. Under the new framework, the minimum standard for 3G data download speed has been revised to an average throughput of at least 1 Mbps, replacing the previous session-based threshold of 256 kbps.
The NCA said the amendments take immediate effect and update certain QoS parameters that have been in place since 2004, in line with “current technological advancements, consumer usage patterns and national policy objectives.”
“As the statutory regulator of the communications sector, the NCA is mandated to protect consumer interests and ensure the provision of reliable, efficient and high-quality telecommunications services,” the Authority said.
It described the new KPI regime as part of its “ongoing regulatory interventions to improve service delivery and strengthen compliance” by mobile network operators (MNOs).
Beyond data, the regulator introduced tougher benchmarks for voice services. The maximum allowable call drop rate has been reduced from ≤3% to less than 1%, a move the Authority says will improve call stability.
The NCA also introduced a new mandatory Call Connection Success Rate (CCSR) threshold, requiring that more than 95% of attempted calls connect in over 90% of operational cells across any MMDA.
To improve perceived call quality, the regulator set a minimum Voice Quality Mean Opinion Score (MOS) of greater than 3.0 for 2G services.
Messaging services have also been tightened. Under the amended KPIs, operators must achieve an SMS/MMS delivery success rate of 98% and ensure delivery time does not exceed 5 seconds.
The revised framework goes further by imposing expanded coverage obligations. The NCA said mobile network operators must now extend network coverage to “all constituent towns within every MMDA.”
It noted that operators were previously encouraged, but not obligated, to extend coverage beyond district capitals. Under the new rules, the requirement is now enforceable as a licence condition.
The Authority said it will intensify monitoring, including field measurements and performance assessments, to ensure compliance. MNOs that fail to meet the approved thresholds will face regulatory sanctions in line with licence conditions and applicable laws.
The NCA also encouraged consumers who experience persistent poor service to file complaints via its toll-free line at 0800 30 30 30, email at complaints@nca.org.gh, social media channels, or by visiting any NCA office nationwide.
DISCLAIMER: The Views, Comments, Opinions, Contributions and Statements made by Readers and Contributors on this platform do not necessarily represent the views or policy of Multimedia Group Limited.
DISCLAIMER: The Views, Comments, Opinions, Contributions and Statements made by Readers and Contributors on this platform do not necessarily represent the views or policy of Multimedia Group Limited.
Source: www.myjoyonline.com