The National Communications Authority (NCA) has directed mobile network operators to extend their services beyond district capitals to cover all constituent towns within every Metropolitan, Municipal and District Assembly (MMDA) across Ghana.
The directive forms part of a revised and more stringent Quality of Service (QoS) framework that takes immediate effect.
In a press release dated Sunday, February 15, 2026, the regulator announced amendments to its Key Performance Indicators (KPIs) for mobile telecommunications services. According to the NCA, the updated framework introduces stricter, measurable and enforceable performance thresholds for voice, data and messaging services nationwide.
The Authority explained that the previous parameters had largely remained unchanged since 2004. The review, it said, reflects current technological advancements, evolving consumer usage patterns and broader national policy objectives.
As the statutory body mandated to protect consumer interests and ensure reliable telecommunications services, the NCA noted that the new framework is part of ongoing regulatory efforts to improve service delivery and strengthen compliance among mobile network operators.
Under the revised standards, the maximum allowable Call Drop Rate has been reduced from 3 percent to less than 1 percent, a move aimed at improving call stability.
Additionally, operators must now ensure that more than 95 percent of attempted calls successfully connect in over 90 percent of operational cells within any MMDA.
The NCA has also introduced a minimum average Voice Quality benchmark. For 2G services, operators are required to maintain a Mean Opinion Score (MOS) above 3.0 to enhance perceived call clarity and overall user experience.
For data services, the regulator has significantly raised expectations. The average download speed for 3G services must now exceed 1 megabit per second (Mbps), replacing the previous session-based threshold of 256 kilobits per second (kbps).
Messaging services have also been tightened. Operators are required to achieve a 98 percent success rate for SMS and MMS delivery, with delivery times not exceeding five seconds.
Beyond performance benchmarks, the amended framework introduces a compulsory coverage requirement. Mobile operators must now expand network coverage to all towns within every MMDA.
Previously, operators were encouraged—but not legally obligated—to extend services beyond district capitals. Under the new framework, the requirement is enforceable under licence conditions.
The NCA says it will intensify monitoring through field measurements and performance assessments to ensure compliance. Operators that fail to meet the approved thresholds risk facing regulatory sanctions in accordance with their licence conditions and applicable laws.
Consumers experiencing persistent poor service have been encouraged to report complaints through the NCA’s toll-free line (0800 30 30 30), via email at complaints@nca.org.gh, on the Authority’s social media platforms, or by visiting any NCA office nationwide.
