Ghana’s NCA Updates Mobile Telecom KPIs to Reflect Modern Usage and 3G/2G Expectations
Key amendments to voice services include a reduction of the maximum allowable Call Drop Rate (CDR) from 3 percent to less than 1 percent, introducing a mandatory Call Connection Success Rate (CCSR) requiring more than 95 percent of attempted calls to connect in over 90 percent of operational cells within any MMDA, and a minimum Mean Opinion Score (MOS) of greater than 3.0 for 2G services to enhance perceived call quality.
The National Communications Authority (NCA) has announced amendments to the Quality of Service (QoS) Key Performance Indicators (KPIs) for mobile telecommunications services in Ghana. The updated KPIs, which take immediate effect, introduce more stringent, measurable, and enforceable performance thresholds for voice, data, and messaging services across all Metropolitan, Municipal, and District Assemblies (MMDAs). The revisions update parameters that had been in place since 2004, reflecting technological advancements, evolving consumer usage patterns, and national policy objectives.
As the statutory regulator of Ghana’s communications sector, the NCA is tasked with protecting consumer interests and ensuring the delivery of reliable, efficient, and high-quality telecom services. The amended QoS KPIs are part of the Authority’s ongoing regulatory interventions aimed at improving service delivery and strengthening compliance among mobile network operators (MNOs).
Key amendments to voice services include a reduction of the maximum allowable Call Drop Rate (CDR) from 3 percent to less than 1 percent, introducing a mandatory Call Connection Success Rate (CCSR) requiring more than 95 percent of attempted calls to connect in over 90 percent of operational cells within any MMDA, and a minimum Mean Opinion Score (MOS) of greater than 3.0 for 2G services to enhance perceived call quality. For data services, the revised 3G download speed KPI now requires an average throughput exceeding 1 Mbps, replacing the previous session-based threshold of 256 kbps.
Messaging services have also been tightened. Operators must now achieve a minimum SMS/MMS delivery success rate of 98 percent, with delivery times not exceeding five seconds. In addition, the amended framework imposes a mandatory requirement for MNOs to extend network coverage to all constituent towns within every MMDA, moving beyond the previous encouragement to cover areas beyond district capitals. This obligation is enforceable under operators’ licence conditions.
The NCA will intensify monitoring, field measurements, and performance assessments to ensure compliance with the revised KPIs. MNOs that fail to meet the approved thresholds will face regulatory sanctions under their licence conditions and applicable laws. Consumers experiencing persistent poor-quality mobile services are encouraged to lodge complaints through toll-free lines, email, social media platforms—including Facebook, LinkedIn, TikTok, X, Instagram, and Threads—or by visiting any NCA office nationwide.
