Ghana’s Minister Issues Deadline for Telcos to Improve Service Quality
Notably, 40% of any fines imposed will be returned to affected consumers in the form of bonus data or call time, offering a direct compensation model for service lapses.
The Minister for Communication, Digital Technology and Innovations, Hon. Samuel Nartey George (MP), has issued a stern warning to Ghana’s major telecom operators, cautioning them to significantly improve service quality by the end of 2025 or face regulatory sanctions and fines.
Speaking after a high-level meeting with the chief executives of MTN Ghana, Telecel Ghana , and AT , the Minister expressed dissatisfaction with the current state of telecom services across the country. Despite widespread infrastructure, he said, customers—especially in urban centres and regional towns—continue to suffer from inconsistent and poor-quality service.
A recent assessment conducted by the National Communications Authority (NCA ) confirmed these concerns, showing uneven service delivery across all three telecom providers. In response, the Minister announced that a nationwide service quality audit will be conducted in every district capital. Operators will be expected to demonstrate measurable improvements tied to their newly allocated spectrum by December 2025.
Failure to meet quality standards will result in financial penalties. Notably, 40% of any fines imposed will be returned to affected consumers in the form of bonus data or call time, offering a direct compensation model for service lapses.
The telecom companies have committed to a series of upgrades to address the quality issues. MTN Ghana CEO, Stephen Blewett, announced a $230 million investment earmarked for network infrastructure and IT systems in 2024, with further investments pending board approval. The company also plans to open 300 new franchise stores, prioritising underserved communities.
Telecel Ghana’s Chief Operating Officer, Mohamad Ghaddar, said the company is engaged in continuous network optimization and is seeking additional spectrum to handle growing demand. Meanwhile, AT CEO, Leo Skarlatos, pledged significant progress in key performance areas by Q1 2026.
The Minister’s ultimatum signals a shift toward more aggressive regulation in Ghana’s telecom sector as the government pushes for improved digital services to support national development and consumer satisfaction.
