The National Communications Authority (NCA) has introduced stricter, enforceable performance standards for mobile telecommunications services.
The regulator is tightening rules on call quality, internet speed, and messaging delivery across all Metropolitan, Municipal, and District Assemblies (MMDAs).
In a statement dated Sunday, February 15, 2026, the regulator said it has amended the Quality of Service (QoS) Key Performance Indicators (KPIs) applicable to mobile services in Ghana, describing the new thresholds as “more stringent, measurable and enforceable.”
The NCA said the revised framework applies nationwide and covers voice, data, and messaging services, effective immediately.
According to the Authority, the amendments update certain QoS parameters that have been in place since 2004 and are intended to reflect “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 statement said.
The NCA said the move forms part of its ongoing regulatory interventions to improve service delivery and strengthen compliance by mobile network operators (MNOs).
Under the new voice service standards, the maximum allowable call drop rate has been reduced from “≤3% to less than 1%,” a change the regulator says is aimed at improving call stability.
The NCA has also introduced a new mandatory Call Connection Success Rate threshold, requiring “more than 95% of attempted calls” to successfully connect in “over 90% of operational cells within any MMDA.”
In addition, the regulator has established a minimum Voice Quality standard for 2G services, setting a Mean Opinion Score (MOS) of “greater than 3.0” to improve perceived call quality.
For data services, the NCA said the revised KPI for 3G data download speed now requires an average throughput “exceeding 1 Mbps,” replacing the previous session-based threshold of “256 kbps.”
Messaging services have also been tightened, with operators now required to achieve a minimum SMS/MMS delivery success rate of “98%,” while delivery time “must not exceed five (5) seconds.”
Beyond service quality, the NCA said the amended framework introduces expanded coverage obligations, requiring MNOs to extend network coverage to “all constituent towns within every MMDA.”
The statement noted that operators were previously encouraged, but not required, to extend coverage beyond district capitals. Under the new rules, the requirement is now enforceable as a licence condition.
The NCA said it will intensify monitoring through field measurements and performance assessments, warning that operators who fail to meet the approved thresholds will face regulatory sanctions in line with their licence conditions and applicable laws.
Consumers experiencing persistent poor mobile service quality were encouraged to lodge complaints via the NCA’s toll-free line, email, social media, or by visiting any NCA office nationwide.
