The National Communications Authority has announced major amendments to its Quality of Service (QoS) Key Performance Indicators for mobile telecommunications operators, introducing stricter and more measurable performance standards for voice, data and messaging services across the country.
According to the regulator, the revised benchmarks take immediate effect and are designed to reflect current technological developments, consumer usage trends and national policy goals. The new framework applies to all Metropolitan, Municipal and District Assemblies (MMDAs) and replaces several parameters that have remained unchanged since 2004.
Under the updated guidelines, mobile network operators will now be required to meet tougher thresholds aimed at improving call stability, internet speed and message delivery efficiency.
For voice services, the maximum allowable call drop rate has been reduced from three percent to below one percent, while a new call connection success rate demands that more than 95 percent of attempted calls must connect successfully in over 90 percent of operational cells within any district.
The Authority has also introduced a minimum voice quality score for 2G services to enhance user experience.
On data services, the benchmark for average 3G download speed has been raised significantly, with operators now expected to deliver speeds exceeding one megabit per second, replacing the previous lower session-based threshold.
For messaging services, telecom companies must achieve at least a 98 percent delivery success rate for SMS and MMS, with delivery times not exceeding five seconds.
Beyond service quality, the amended policy introduces expanded coverage obligations, making it mandatory for operators to extend network access to all towns within each MMDA.
Previously, coverage expansion beyond district capitals was only encouraged and not enforceable.
The Authority says it will intensify monitoring and field performance assessments nationwide. Mobile network operators that fail to comply with the new standards risk regulatory sanctions in line with their licence conditions and relevant laws.
Consumers experiencing persistent poor network quality are encouraged to report their concerns through the Authority’s official complaint channels as part of efforts to strengthen accountability and improve overall telecommunications service delivery in Ghana.