The National Communications Authority (NCA) has introduced stricter Quality of Service (QoS) standards for mobile network operators, reducing the maximum allowable call drop rate to less than one percent and imposing tougher performance benchmarks for voice, data and messaging services nationwide.
In a statement issued on February 15, 2026, the National Communications Authority announced sweeping amendments to its Quality of Service (QoS) Key Performance Indicators (KPIs) governing mobile telecommunications services across Ghana.
The revised framework introduces more stringent, measurable and enforceable performance thresholds for voice, data and messaging services across all Metropolitan, Municipal and District Assemblies (MMDAs). The changes take immediate effect.
According to the Authority, the updated KPIs replace certain parameters that have been in place since 2004, aligning them with technological advancements, evolving consumer usage patterns and national policy objectives.
As the statutory regulator of Ghana’s communications sector, the NCA says the amendments form part of ongoing regulatory interventions aimed at protecting consumer interests and ensuring reliable, efficient and high-quality telecommunications services.
The NCA noted that the maximum allowable Call Drop Rate (CDR) has been reduced from 3 percent to below 1 percent to improve call stability.
The Authority said operators must now ensure that more than 95 percent of attempted calls successfully connect in over 90 percent of operational cells within any MMDA. In addition, a minimum average Mean Opinion Score (MOS) of above 3.0 has been established for 2G services to enhance perceived call clarity.
The revised KPI for data services requires an average data throughput exceeding 1 Mbps, replacing the previous 256 kbps session-based threshold.
The release further stated that, for SMS/MMS delivery, operators must achieve at least a 98 percent delivery success rate, and messages must be delivered within five seconds.
The NCA says it will intensify monitoring, field measurements and performance assessments to ensure compliance.
Mobile network operators that fail to meet the revised QoS thresholds will face regulatory sanctions in accordance with their licence conditions and applicable laws.
The Authority maintains that the strengthened standards are designed to improve overall service delivery and enhance the quality of telecommunications services for consumers across Ghana.
By Coffie Mawuedem Noel
