The National Communications Authority (NCA) has ordered mobile network operators to extend coverage beyond district capitals to all constituent towns within every Metropolitan, Municipal and District Assembly (MMDA).
This is part of a tougher new Quality of Service framework that takes immediate effect.
In a press release dated Sunday, February 15, 2026, the NCA announced it has amended the Quality of Service (QoS) Key Performance Indicators (KPIs) for mobile telecommunications services in Ghana, introducing “more stringent, measurable and enforceable performance thresholds” for voice, data and messaging services across all MMDAs.
The regulator said the revised framework updates parameters that have been in place since 2004 and reflects “current technological advancements, consumer usage patterns and national policy objectives.”
The NCA said it is mandated to protect consumer interests and ensure the delivery of “reliable, efficient and high-quality telecommunications services,” noting that the amendment forms part of ongoing regulatory interventions to improve service delivery and strengthen compliance by mobile network operators.
Under the revised voice service standards, the NCA has reduced the maximum allowable Call Drop Rate from “≤3%” to “less than 1%,” a change the Authority says is intended to ensure greater call stability.
A new mandatory threshold has also been introduced for Call Connection Success Rate, requiring “more than 95%” of attempted calls to successfully connect in “over 90% of operational cells within any MMDA.”
The amended framework also introduces a minimum average Voice Quality score. The NCA said a Mean Opinion Score (MOS) of “greater than 3.0” has been established for 2G services to improve perceived call quality.
For data services, the NCA has revised the KPI for 3G download speed, requiring an average throughput “exceeding 1 Mbps,” replacing the previous session-based threshold of “256 kbps.”
Messaging services have also been tightened. Operators are now required to achieve an SMS/MMS delivery success rate of “98%,” while delivery time “must not exceed five (5) seconds.”
Beyond performance thresholds, the NCA said the amended framework introduces a mandatory coverage requirement for operators to extend network reach to all towns within every MMDA.
It noted that in the past, operators were “encouraged but not obligated” to expand coverage beyond district capitals, but the new requirement is now enforceable under licence conditions.
The NCA said it will intensify monitoring through field measurements and performance assessments to ensure compliance.
It warned that operators that fail to meet the approved thresholds will face regulatory sanctions in line with their licence conditions and applicable laws.
Consumers who experience persistent poor service are encouraged to lodge complaints via the NCA’s toll-free line at 0800 30 30 30, email complaints@nca.org.gh, social media channels, or by visiting any NCA office nationwide.
