NCA Cuts Allowable Call Drop Rate to Below 1% Under Revised Mobile Service Rules
The National Communications Authority (NCA) has tightened Ghana’s Quality of Service (QoS) rules for mobile network operators, cutting the maximum allowable call drop rate from 3 per cent to less than 1 per cent under a revised framework that takes immediate effect.
In a press release dated Sunday, February 15, 2026, the regulator said it has amended the QoS Key Performance Indicators (KPIs) for mobile telecommunications services, introducing what it described as “more stringent, measurable and enforceable performance thresholds” for voice, data and messaging services across all Metropolitan, Municipal and District Assemblies (MMDAs).
According to the Authority, the revised standards update QoS parameters that have been in place since 2004 and are intended to reflect technological advancements, evolving consumer usage patterns and national policy objectives.
“As the statutory regulator of the communications sector, the NCA is mandated to protect consumer interests and ensure the provision of reliable, efficient and high-quality telecommunications services,” the Authority said.
It added that the new KPIs form part of its ongoing regulatory interventions to improve service delivery and strengthen compliance by mobile network operators (MNOs).
Under the amended voice service standards, the NCA said the maximum allowable call drop rate has been reduced from not more than 3 per cent to less than 1 per cent, a move aimed at improving call stability nationwide.
The regulator has also introduced a mandatory Call Connection Success Rate (CCSR) requirement, under which more than 95 per cent of attempted calls must successfully connect in over 90 per cent of operational cells within any MMDA.
To enhance call clarity and user experience, the NCA has further set a minimum average Mean Opinion Score (MOS) of above 3.0 for 2G services, describing the measure as necessary to improve perceived call quality.
For data services, the Authority has revised the 3G data download speed benchmark, with the new KPI requiring an average throughput of at least 1 megabit per second (Mbps), replacing the previous session-based threshold of 256 kilobits per second (kbps).
Messaging service standards have also been tightened, with operators now required to achieve a minimum SMS and MMS delivery success rate of 98 per cent, while delivery times must not exceed five seconds.
Beyond performance benchmarks, the NCA said the amended framework introduces expanded and enforceable coverage obligations, requiring MNOs to extend network coverage to all constituent towns within each MMDA.
The regulator noted that under the previous regime, operators were encouraged, but not required, to extend coverage beyond district capitals. Under the new framework, the requirement is now enforceable as a licence condition.
The NCA said it will intensify monitoring through field measurements and performance assessments to ensure compliance, warning that operators that fail to meet the approved thresholds will face regulatory sanctions in line with licence conditions and applicable laws.
Consumers experiencing persistent poor mobile service quality were encouraged to lodge complaints through the NCA’s toll-free line, 0800 30 30 30, via email at complaints@nca.org.gh, on social media platforms, or by visiting any of the Authority’s offices nationwide.
