The National Communications Authority (NCA) has reduced the maximum allowable Call Drop Rate (CDR) for mobile network operators from 3% to less than 1% as part of sweeping reforms to its Quality of Service (QoS) Key Performance Indicators (KPIs).
According to the Authority, the revised framework introduces stricter, measurable and enforceable standards for voice, data and messaging services across all Metropolitan, Municipal and District Assemblies (MMDAs).
In a statement issued on February 15, 2026, the NCA said, “The National Communications Authority (NCA) hereby informs the general public and other stakeholders that the Authority has amended the Quality of Service (QoS) Key Performance Indicators (KPIs) applicable to mobile telecommunications services in Ghana. The amended QoS KPIs introduce more stringent, measurable and enforceable performance thresholds for voice, data and messaging services across all Metropolitan, Municipal and District Assemblies (MMDAs).”
The Authority explained that the amendments update QoS parameters that have been in place since 2004, aligning them with current technological advancements, evolving consumer usage patterns and national policy objectives. It noted that the new standards take immediate effect.
Emphasising its mandate, the NCA stated, “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 amendment of the QoS KPIs forms part of the Authority’s ongoing regulatory interventions to improve service delivery and strengthen compliance by mobile network operators (MNOs).”
-Key changes under the revised KPIs
Voice services
The maximum Call Drop Rate has been reduced from 3% to less than 1% to improve call stability.
A new Call Connection Success Rate threshold requires more than 95% of attempted calls to successfully connect in over 90% of operational cells within any MMDA.
For 2G voice services, operators must maintain a minimum Mean Opinion Score (MOS) above 3.0 to enhance perceived call quality.
Data services
The minimum average 3G download speed must now exceed one megabit per second (1 Mbps), replacing the previous session-based benchmark of 256 kilobits per second (kbps).
Messaging services
SMS and MMS messages must achieve at least a 98 per cent delivery success rate.
Delivery time for such messages must not exceed five seconds.
Expanded coverage and enforcement
Beyond performance benchmarks, the amended framework now makes it mandatory for mobile network operators to extend network coverage to all towns within each MMDA. Previously, coverage obligations largely focused on district capitals.
The NCA further added that it will intensify monitoring, field measurements and performance assessments nationwide to ensure compliance. Operators that fail to meet the approved thresholds will face regulatory sanctions in line with their licence conditions and applicable laws.
The Authority also encouraged consumers who experience persistent poor-quality mobile services to lodge complaints through its toll-free line (0800 30 30 30), email (complaints@nca.org.gh), social media platforms or by visiting any of its offices nationwide.
The regulator indicated that the move is aimed at protecting consumer interests and ensuring the provision of reliable, efficient and high-quality telecommunications services across Ghana.
