NCA Mandates Call Drops Below 1%: New QoS Rules for Ghana’s Telcos

The National Communications Authority (NCA) of Ghana has implemented a significant overhaul of the nation’s telecommunications Quality of Service (QoS) framework. In a decisive move to enhance consumer experience, the regulator has drastically reduced the permissible call drop rate from 3% to less than 1%. This new, stringent regulation, which took effect in February 2026, introduces a suite of measurable and enforceable Key Performance Indicators (KPIs) for voice, data, and messaging services across all Metropolitan, Municipal, and District Assemblies (MMDAs). This comprehensive guide breaks down what the new rules mean, why they were necessary, and how both consumers and telecom operators must adapt.

Introduction: A New Era of Service Accountability

For years, Ghanaian mobile phone users have grappled with inconsistent call quality and unexpected disconnections. The previous regulatory benchmark, allowing a call drop rate of up to 3%, was often cited by consumers as a threshold for frustration. Recognizing this gap between regulatory allowance and user expectation, the NCA has recalibrated its standards. The new QoS regulations for telcos in Ghana are not merely a numerical adjustment; they represent a fundamental shift towards holding mobile network operators (MNOs) to a globally competitive standard of service reliability. This policy change aims to transform the consumer experience from one of tolerance to one of assured quality, directly impacting the daily lives of millions and the operational strategies of every major carrier in the country.

Key Points of the Revised NCA QoS Framework

The amended regulations introduce a multi-faceted set of performance targets. The following are the core changes that telecom companies must now meet:

Voice Service Overhaul

• Call Drop Rate (CDR): Reduced from ≤3% to <1%. This is the headline change, directly targeting call stability.
• Call Connection Success Rate (CCSR): A new mandatory KPI. Over 95% of attempted calls must successfully connect in more than 90% of operational cells within any MMDA.
• Voice Quality (MOS): A minimum Mean Opinion Score (MOS) of >3.0 is now required for 2G services. MOS is a standardized measure of perceived audio clarity from a user’s perspective.

Data Service Enhancements

• 3G Download Throughput: The benchmark has been upgraded from a session-based 256 kbps to a median speed of at least 1 Mbps. This reflects the increased data usage for video streaming, social media, and remote work.

Messaging Service Standards

• SMS/MMS Delivery Success Rate: Must now meet a minimum of 98%.
• Delivery Time: The time for a message to be delivered must not exceed 5 seconds.

Universal Coverage Obligation

• Beyond performance metrics, MNOs are now legally required to expand network coverage to all constituent towns within every MMDA. This moves beyond the previous, non-binding encouragement to cover only district capitals.

Background: Why the NCA Raised the Bar

To understand the significance of this regulatory shift, one must look at the evolution of Ghana’s telecom landscape and the limitations of the old framework.

The Outdated 2004 Parameters

The previous QoS parameters had been in place since 2004. This was a era dominated by 2G (GSM) networks, where primary use cases were voice calls and basic SMS. Data services were nascent and slow. The 3% call drop allowance, while perhaps acceptable by the technology and user habits of that time, became increasingly misaligned with:

• Technological Advancement: The deployment of 3G, 4G/LTE, and now 5G networks has made high-reliability voice and data technically feasible.
• Consumer Behavior: Users now depend on networks for critical activities like mobile money transactions, video conferencing, online education, and business operations, where a dropped call can mean financial loss or missed opportunity.
• Global Benchmarks: Many countries with comparable economic profiles have stricter QoS standards, often targeting sub-1% drop rates.

The NCA’s Mandate and Consumer Pressure

The NCA, as Ghana’s statutory telecom regulator, is mandated by the Electronic Communications Act, 2008 (Act 775) to “protect the interest of consumers.” Persistent public complaints about poor service quality, coupled with the Authority’s own monitoring data showing widespread non-compliance with the old, lenient standards, created a clear case for regulatory intervention. The new framework is framed as a direct response to this consumer advocacy and a fulfillment of the NCA’s core duty.

Analysis: Implications of the New Standards

The revised QoS KPIs will create ripple effects across the entire telecommunications ecosystem in Ghana.

For Mobile Network Operators (MNOs): A Capital-Intensive Challenge

Achieving a sub-1% call drop rate uniformly across all MMDAs—including rural and remote areas—is a formidable engineering and financial challenge. It will require:

• Network Expansion & densification: Building more cell towers and small cells to reduce congestion and improve signal strength, especially in previously underserved towns.
• Infrastructure Upgrade: Modernizing legacy 2G/3G infrastructure and optimizing spectrum use for better efficiency.
• Operational Excellence: Implementing advanced network monitoring, predictive maintenance, and rapid fault resolution systems.

These investments will increase operational expenditures (OpEx) and capital expenditures (CapEx). While the cost may be passed on to consumers in the long term, the NCA’s threat of regulatory sanctions—which can include fines, license conditions, or other penalties under Act 775—creates a powerful compliance incentive. Operators will need to prioritize network quality as a core business metric, not just a regulatory checkbox.

For Consumers: The Promise of Reliable Service

The direct beneficiary is the Ghanaian public. The tangible benefits include:

• Greater Call Reliability: Fewer unexpected disconnections during important conversations.
• Improved Data Speeds: A median 3G speed of 1 Mbps, while still modest by global 4G/5G standards, is a significant improvement for basic browsing and standard-definition video.
• Enhanced Messaging: Near-universal and fast SMS/MMS delivery is crucial for alerts, notifications, and two-factor authentication.
• Expanded Coverage: The mandate to cover all towns means improved connectivity for rural communities, supporting digital inclusion and access to services like mobile money and e-learning.

For the National Economy and Digital Agenda

Reliable telecommunications are the backbone of a digital economy. By forcing a quality upgrade, the NCA’s rules support:

• Productivity: Businesses can operate more efficiently with dependable communication tools.
• Financial Inclusion: Stable networks are critical for the robust functioning of mobile money (e.g., MTN Mobile Money, AirtelTigo Money, Vodafone Cash), a cornerstone of Ghana’s financial sector.
• Government Services: Enables more effective delivery of e-government services.
• Competitiveness: Improves Ghana’s ranking in global ICT indices, potentially attracting foreign investment that relies on high-quality connectivity.

Practical Advice for Consumers and Businesses

The new rules are only as good as their enforcement and your ability to hold providers accountable.

How to Document and Report Poor Service

If you experience persistent issues that you believe violate the new KPIs, you must gather evidence:

1. Note Details: Record the date, time, exact location (town/area), your phone number, and the network you were using.
2. Describe the Issue: Was it a call drop? Failed connection? Extremely slow data? Specify the service (voice, 3G data, SMS).
3. Frequency: Is this a one-off or a recurring problem? Chronic issues are more compelling for enforcement.

Official Channels for Complaints

The NCA has established clear channels for lodging formal complaints. Do not rely solely on customer service centers of the telcos, as they may not have the regulatory authority to compel action.

• Toll-Free Line: Call 0800 30 30 30.
• Email: Send a detailed complaint to complaints@nca.org.gh. Include all documented evidence.
• Social Media: Engage with the official NCA Ghana handles on Twitter/X, Facebook, etc.
• In-Person: Visit any NCA office nationwide.

Pro Tip: When you contact the NCA, reference the specific new KPI you believe is being violated (e.g., “Call Drop Rate >1% in the Asokwa area, MMDA of Kumasi Metropolitan, on [Date]”).

What to Expect from Your Telco

Legally, your provider must now:

• Provide service that meets the new KPIs in your area.
• Be transparent about network status and any known issues.
• Respond to service degradation complaints with urgency.

While individual compensation for a single dropped call is not specified, systemic failure in an MMDA can trigger NCA sanctions against the operator’s license, which ultimately aims to improve service for all users.

Frequently Asked Questions (FAQ)

1. When did the new 1% call drop rule start?

The amended QoS framework was announced by the NCA in a press release on Sunday, February 15, 2026, and took effect immediately (speedy impact). Operators are expected to be in compliance from that date forward, with the NCA intensifying monitoring.

2. Does this rule apply to all areas in Ghana, including villages?

Yes. The KPIs, including the <1% call drop rate, apply uniformly across all Metropolitan, Municipal and District Assemblies (MMDAs). Furthermore, the new universal coverage obligation explicitly requires operators to extend network coverage to all constituent towns within each MMDA, addressing previous gaps in rural and semi-urban connectivity.

3. How will the NCA monitor and enforce these new standards?

The NCA has stated it will “intensify monitoring through independent measurements and drive tests.” This means the regulator will conduct its own technical tests (drive tests) across the country, in addition to analyzing data from operators and consumer complaints. Operators found to be in breach of the licensed thresholds will face regulatory sanctions as stipulated in their license agreements and the Electronic Communications Act.

4. What is a Mean Opinion Score (MOS) and why is 3.0 the target?

MOS is a subjective measure of voice quality, typically scored from 1 (bad) to 5 (excellent). It is derived from listening tests where users rate call clarity. A score of >3.0 is considered “fair” to “good” and indicates that background noise, distortion, and other audio impairments are minimized. Setting this target ensures that even on 2G networks, voice calls are intelligible and pleasant.

5. Will these changes make my mobile data more expensive?

The regulations do not directly control pricing. However, the significant capital investment required by telcos to meet these standards could potentially influence their financial models. The primary goal of the NCA is to improve service quality, not to mandate price changes. Any impact on tariffs would be a separate business decision by the operators, subject to its own regulatory considerations.

6. What happens if my network consistently fails these new standards?

You should document and report it to the NCA using the channels provided. The NCA’s enforcement action is against the operator’s license, not individual consumers. If the NCA’s independent monitoring confirms widespread non-compliance in a specific MMDA, it can impose fines, require corrective action plans, or take other sanctions as per the operator’s license. This collective pressure is designed to force the operator to upgrade its network in that area.

Conclusion: Striving for a World-Class Telecom Experience

The NCA’s revision of Ghana’s Quality of Service regulations marks a watershed moment for the country’s telecommunications sector. By lowering the acceptable call drop rate to under 1% and introducing comprehensive, measurable KPIs for data and messaging, the regulator has clearly signaled that the era of tolerating poor service is over. These changes align Ghana’s telecom quality expectations more closely with international best practices and the real demands of a digital society.

While the onus and cost of compliance fall heavily on the mobile network operators, the ultimate beneficiaries are the people and businesses of Ghana. The success of this framework hinges on the NCA’s unwavering commitment to rigorous, transparent enforcement and on consumers actively using their voice—and the official complaint channels—to report failures. If implemented effectively, these rules promise not just