Ghana Telecom Operators face penalties for failing new call quality standards

Telecommunications companies in Ghana risk regulatory penalties if they fail to meet stricter call quality standards set by the National Communications Authority (NCA).

The regulator has reduced the acceptable call drop rate from three per cent to just one per cent, aiming to improve the quality of service for mobile phone users across the country.

Under the revised guidelines, network operators are expected to enhance their infrastructure and manage their systems more efficiently, ensuring that very few calls fail during communication.

“This shift reflects our focus moving from merely expanding access to ensuring subscribers enjoy reliable and high-quality network performance,” said Edmund Yirenkyi Fianko, Director-General of the NCA, in an interview with Accra-based Channel One TV.

As part of the new framework, telecom providers must properly provision and maintain their networks to meet the stricter requirement. Operators who fail to comply, particularly in areas with persistent call quality issues, could face sanctions.

Fianko explained that enforcement will be structured. Companies will first be notified of deficiencies and given the opportunity to fix them before penalties are applied. “In the past, up to 3% of call minutes dropping was acceptable. We have now tightened this to 1%, meaning the standard is significantly more stringent,” he said.

The NCA may also conduct repeated network tests over several days in locations with reported issues to determine if poor call quality is recurring. If operators fail to resolve the problems after notification, the regulator will enforce sanctions as outlined in their operating licences.