The National Communications Authority (NCA) has introduced stricter quality of service standards for mobile network operators, including a requirement that all SMS and MMS messages must be delivered within five seconds.
In a press release issued on Sunday, February 15, 2026, the regulator announced amendments to its Quality of Service (QoS) Key Performance Indicators (KPIs), describing the revised framework as more “stringent, measurable and enforceable” across all Metropolitan, Municipal and District Assemblies in Ghana.
The Authority said the updated standards take immediate effect and replace several benchmarks that have remained unchanged since 2004, aligning them with current technological developments, evolving consumer usage patterns and national digital policy priorities.
Under the new messaging requirements, operators must achieve a minimum delivery success rate of 98% for SMS and MMS services, with delivery times not exceeding five seconds.
Voice service standards have also been tightened. The maximum allowable call drop rate has been reduced from 3% to below 1%, while operators must now ensure that more than 95% of attempted calls successfully connect in at least 90% of operational cells within each district.
To further enhance call experience, the NCA introduced a minimum Mean Opinion Score (MOS) of above 3.0 for 2G voice services, establishing a baseline for acceptable voice clarity.
Data performance benchmarks have also been revised, with the minimum average 3G download speed increased to over 1 Mbps, replacing the previous threshold of 256 kbps.
In addition, the regulator has made network expansion mandatory. Mobile operators are now required to extend service coverage to all towns within each district, shifting from the previous system where expansion beyond district capitals was encouraged but not compulsory.
The NCA said it will intensify monitoring and field assessments to ensure compliance, warning that operators who fail to meet the new thresholds will face sanctions in accordance with their licence conditions and applicable laws.
The Authority also urged consumers experiencing persistent service quality issues to report them through its toll-free line, email, social media platforms or by visiting any NCA office nationwide.
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