The National Communications Authority (NCA) has directed all mobile network operators to expand network coverage beyond district capitals to every town within each Metropolitan, Municipal and District Assembly (MMDA), as part of sweeping new service quality regulations that take immediate effect.
In a statement dated February 15, 2026, the regulator announced a comprehensive overhaul of its Quality of Service (QoS) Key Performance Indicators (KPIs), introducing stricter, clearly measurable and enforceable standards for voice calls, mobile data and messaging services nationwide.
According to the NCA, the revised framework replaces benchmarks that have remained largely unchanged since 2004. The updated standards are designed to reflect modern technological advancements, evolving consumer usage behaviour and broader national digital policy goals.
The Authority emphasised that it is legally mandated to safeguard consumer interests and guarantee dependable, efficient and high-quality telecommunications services. It described the new measures as part of ongoing regulatory reforms aimed at improving service delivery and compelling stricter compliance from operators.
Under the new voice service requirements, the maximum allowable Call Drop Rate has been slashed from 3 percent to below 1 percent — a move intended to significantly reduce abruptly terminated calls. In addition, operators must now ensure that more than 95 percent of attempted calls successfully connect in at least 90 percent of operational cells within any MMDA.
The framework also introduces a minimum standard for voice clarity. For 2G networks, the NCA has set a Mean Opinion Score (MOS) above 3.0 to improve perceived call quality for users.
On the data front, the regulator has raised the bar for 3G performance. The new rules require average download speeds to exceed 1 Mbps, replacing the previous session-based benchmark of 256 kbps.
The NCA says it will step up field testing and performance audits across the country to ensure strict compliance. Operators that fail to meet the revised thresholds risk sanctions under their licence agreements and applicable telecommunications 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, through its social media platforms, or by visiting any of its offices nationwide.
Source: Wesleyannews.com
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