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The National Communications Authority (NCA) has introduced new quality targets for mobile network operators, including a strict requirement that SMS and MMS delivery time must not exceed five seconds.
In a press release dated Sunday, February 15, 2026, the regulator announced it has amended the Quality of Service (QoS) Key Performance Indicators (KPIs) for mobile telecommunications services in Ghana, describing the new standards as “more stringent, measurable and enforceable” across all Metropolitan, Municipal and District Assemblies (MMDAs).
The NCA said the amended framework takes immediate effect and updates some QoS parameters that have remained unchanged since 2004. It said the revisions reflect “current technological advancements, consumer usage patterns and national policy objectives.”
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“As the statutory regulator of the communications sector, the NCA is mandated to protect consumer interests and ensure the provision of reliable, efficient and high-quality telecommunications services,” the Authority stated.
The new messaging standards require operators to achieve a minimum SMS/MMS delivery success rate of 98%, while delivery time must not exceed five seconds.
For voice services, the NCA has tightened call stability rules by reducing the maximum allowable Call Drop Rate (CDR) from “≤3% to less than 1%”.
It also introduced a new mandatory Call Connection Success Rate (CCSR), requiring that more than 95% of attempted calls must successfully connect in over 90% of operational cells within any MMDA.
To improve call experience, the regulator set a minimum average voice quality benchmark for 2G services, establishing a Mean Opinion Score (MOS) of greater than 3.0.
For data services, the NCA revised the 3G data download speed requirement, setting a new benchmark: average throughput exceeding 1 Mbps. This replaces the previous session-based threshold of 256 kbps.
Beyond service quality, the regulator announced a major shift in coverage obligations. Under the amended framework, mobile network operators are now required to extend network coverage to all constituent towns within every MMDA.
The NCA said operators were previously encouraged, but not obligated, to extend coverage beyond district capitals; the new requirement is now enforceable under licence conditions.
To ensure compliance, the NCA said it will intensify monitoring, field measurements and performance assessments. Operators that fail to meet the approved thresholds will face regulatory sanctions in line with licence conditions and applicable laws.
The Authority also encouraged consumers who experience persistent poor quality of mobile telecommunications services to lodge complaints through its channels, including its toll-free line, 0800 30 30 30; email at complaints@nca.org.gh; social media platforms; or by visiting any NCA office nationwide.
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