NCA Amends Quality of Service Key Performance Indicators for Telco Services

The National Communications Authority (NCA) says more stringent, measurable and enforceable performance thresholds for voice, data and messaging services have been introduced in an amended Quality of Service (QoS) Key Performance Indicators (KPls) applicable to mobile telecommunications services in Ghana.

These amendments take immediate effect to update QoS parameters that have been in effect since 2004, reflecting the current technological advancements, consumer usage patterns and national policy objectives.

In a statement, the Authority said the amendment forms part of the Authority’s ongoing regulatory interventions to improve service delivery and strengthen compliance by mobile network operators (MNOs).

“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.”

In addition to the revised KPls, the NCA said the amended framework introduces a mandatory requirement for MNOs to extend network coverage to all constituent towns within every Metropolitan, Municipal and District Assembly (MMDA).

This requirement is now enforceable under licence conditions.

“Previously, operators were encouraged but not obligated to extend coverage beyond district capitals.”

To ensure compliance, the Authority said it would intensify monitoring, field measurements and performance assessments.

It warned that MNOs that fail to meet the approved thresholds shall be subject to regulatory sanctions in accordance with their licence conditions and applicable laws.

Meanwhile, it encouraged consumers to experience persistent poor quality of mobile telecommunications services to lodge complaints via 0800 30 30 30; Email: complaints@nca.org.gh; Facebook and LinkedIn- National Communications Authority Ghana; TikTok and X- NCAGhana; * Instagram and Thread – National Comm. Authority; and In-person: Visit any NCA office nationwide.

Below are the updated KPI:
VOICE SERVICES
* Call Drop Rate (CDR):
The maximum allowable call drop rate has been reduced from ≤3% to less than 1%, ensuring greater call stability.
* Call Connection Success Rate (CCSR):
A new mandatory threshold has been introduced, requiring more than 95% of attempted calls to successfully connect in over 90% of operational cells within any MMDA.
* Voice Quality (Mean Opinion Score – MOS):
A minimum average MOS of greater than 3.0 for 2G services has been established to improve perceived call quality.
DATA SERVICES
3G Data Download Speed:
The revised KPI requires an average data throughput exceeding 1 Mbps, replacing the previous session-based threshold of 256 kbps.

MESSAGING SERVICES
* SMS/MMS Delivery Success Rate:
Operators are now required to achieve a minimum delivery success rate of 98%.
* SMS/MMS Delivery Time:
Delivery time must not exceed five (5) seconds.

Story by Hajara Fuseini

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