NCA Introduces Stricter, Enforceable Quality Standards for Mobile Telecommunications Services
The National Communications Authority (NCA) has introduced stricter and enforceable performance standards for mobile telecommunications services, tightening regulatory oversight of call quality, data speeds and messaging delivery nationwide.
In a statement dated Sunday, February 15, 2026, the regulator announced amendments to the Quality of Service (QoS) Key Performance Indicators (KPIs) applicable to mobile services, describing the revised thresholds as “more stringent, measurable and enforceable.”
According to the Authority, the new framework applies across all Metropolitan, Municipal and District Assemblies (MMDAs) and covers voice, data and messaging services, with immediate effect.
The NCA explained that the amendments update QoS parameters that have largely remained unchanged since 2004 and are intended to reflect current technological developments, 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 statement said.
The regulator noted that the move forms part of its ongoing interventions to improve service delivery and strengthen compliance by mobile network operators (MNOs).
Under the revised voice service standards, the maximum allowable call drop rate has been reduced from not more than 3 per cent to less than 1 per cent, a measure aimed at improving call stability nationwide.
In addition, the NCA has introduced a mandatory Call Connection Success Rate threshold, requiring more than 95 per cent of attempted calls to connect successfully in over 90 per cent of operational cells within any MMDA.
The amended framework also establishes a minimum Voice Quality benchmark for 2G services, setting a Mean Opinion Score (MOS) of above 3.0 to enhance users’ perceived call quality.
For data services, the regulator said the revised KPI now requires average 3G data download speeds to exceed 1 megabit per second (Mbps), replacing the previous session-based benchmark of 256 kilobits per second (kbps).
Messaging services 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 service quality, the NCA said the amended framework introduces expanded and enforceable coverage obligations. Mobile network operators are now required, as a licence condition, to extend network coverage to all constituent towns within every MMDA.
The Authority noted that under previous arrangements, operators were only encouraged to expand coverage beyond district capitals. Under the revised rules, nationwide coverage is now a binding regulatory requirement.
The NCA said it will intensify monitoring through field measurements and performance assessments, warning that operators that fail to meet the approved thresholds will face regulatory sanctions in line with their licence conditions and applicable laws.
Consumers experiencing persistent poor mobile service quality were encouraged to lodge complaints through the NCA’s toll-free line, email, social media platforms or by visiting any of the Authority’s offices across the country.
