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Ghana’s telecom operators must now keep call drop rates below 1% to ensure at least 95% call connection success and deliver average 3G download speeds above 1 megabit per second (Mbps) under sweeping new quality rules that take immediate effect.
The directives, announced by the National Communications Authority (NCA) on February 15, 2026, significantly tighten long-standing Quality of Service (QoS) Key Performance Indicators (KPIs) for mobile network operators (MNOs), replacing standards that have been in place since 2004.
Under the revised framework, the maximum allowable Call Drop Rate (CDR) has been slashed from ≤3 per cent to less than 1 per cent, a move aimed at drastically improving call stability nationwide.
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In addition, telcos must now achieve a Call Connection Success Rate (CCSR) of more than 95%, with successful connections required in over 90% of operational cells within any Metropolitan, Municipal and District Assembly (MMDA).
For voice quality, the regulator has introduced a minimum average Mean Opinion Score (MOS) of greater than 3.0 for 2G services, setting a measurable benchmark for call clarity.
On the data front, the changes are even more pronounced. The revised KPI mandates an average 3G data throughput exceeding 1Mbps, replacing the previous session-based threshold of 256kbps—effectively quadrupling the minimum performance expectation.
Messaging services are also under tighter scrutiny. Operators must now guarantee a minimum 98 per cent SMS/MMS delivery success rate, while delivery time must not exceed five seconds.
Beyond performance metrics, the NCA has introduced expanded coverage obligations. Mobile operators are now mandatorily required to extend network coverage to all constituent towns within every MMDA.
Previously, operators were encouraged, but not compelled, to expand beyond district capitals. The new requirement is enforceable under licence conditions.
The regulator says it will intensify monitoring through field measurements and performance assessments.
Operators that fail to meet the new thresholds risk regulatory sanctions in accordance with their licence conditions and applicable laws.
The Authority also urged consumers experiencing persistent poor service to formally lodge complaints to its outfit.
The NCA said the amendments reflect evolving technology, shifting consumer usage patterns, and national policy objectives, signalling a more aggressive regulatory stance aimed at strengthening compliance and improving service delivery across Ghana’s telecom sector.
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