NCA Tightens Telecom Service Standards; Sets Stricter Quality Benchmarks for Mobile Operators
The National Communications Authority (NCA) has announced major amendments to its Quality of Service (QoS) Key Performance Indicators (KPIs), introducing tougher performance standards for mobile network operators across Ghana.
The updated framework, which takes immediate effect, sets stricter and enforceable benchmarks for voice, data, and messaging services in all Metropolitan, Municipal and District Assemblies (MMDAs).
According to the NCA, the changes update QoS parameters that have been in place since 2004 and align regulatory standards with technological advancements, evolving consumer usage patterns, and national digital policy goals.
“ These amendments, which take immediate effect, update certain QoS parameters that have been in effect since 2004 and reflect current technological advancements, consumer usage patterns and national policy objectives.”
What are the Key Amendments to QoS KPIs?
Voice Services
Under the new guidelines:
• Call Drop Rate (CDR) has been reduced from a maximum of 3% to less than 1%, meaning fewer interrupted calls.
• A new Call Connection Success Rate (CCSR) benchmark requires that more than 95% of attempted calls must successfully connect in at least 90% of operational cells within any MMDA.
• For 2G services, a minimum Mean Opinion Score (MOS) above 3.0 has been introduced to improve overall call clarity and user experience.
Data Services
For 3G services, the average data download speed must now exceed 1 Mbps, replacing the previous threshold of 256 kbps.
This adjustment reflects increased reliance on mobile internet for streaming, digital payments, education, and remote work.
Messaging Services
• SMS and MMS delivery success rates must reach at least 98%.
• Delivery time must not exceed five seconds.
Mandatory Coverage Expansion
Beyond service quality improvements, the NCA has also introduced a binding obligation requiring mobile network operators to extend coverage to all constituent towns within every MMDA.
Previously, operators were encouraged but not compelled to extend coverage beyond district capitals. The new requirement is now enforceable under licence conditions.
The NCA says it will intensify monitoring, field measurements, and performance assessments nationwide to ensure compliance.
Operators that fail to meet the new thresholds risk regulatory sanctions under their licence conditions and applicable laws.
The NCA says the revised framework is part of broader efforts to protect consumer interests and ensure reliable, efficient, and high-quality telecommunications services in Ghana.
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