The National Communications Authority (NCA) has announced sweeping amendments to its Quality of Service (QoS) Key Performance Indicators (KPIs), introducing stricter benchmarks for mobile network operators, including a reduction in the allowable call drop rate from 3 per cent to less than 1 per cent and a new minimum 3G data throughput of over 1Mbps.
In a press release issued in Accra on February 15, 2026, the Authority said the revised KPIs, which take immediate effect, apply to voice, data and messaging services across all Metropolitan, Municipal and District Assemblies (MMDAs).
“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 NCA stated.
Under the new framework, the maximum allowable Call Drop Rate (CDR) has been reduced from ≤3% to less than 1%, a move the Authority said is aimed at “ensuring greater call stability.”
Additionally, a mandatory Call Connection Success Rate (CCSR) threshold has been introduced, requiring “more than 95% of attempted calls to successfully connect in over 90% of operational cells within any MMDA.”
On voice quality, the NCA has set a minimum average Mean Opinion Score (MOS) of greater than 3.0 for 2G services to improve users’ perceived call quality.
For data services, the revised KPI replaces the previous session-based threshold of 256 kbps with a requirement for average 3G data throughput exceeding 1Mbps.
“These amendments, which take immediate effect, update certain QoS parameters that have been in effect since 2004 and reflect current technological advancements, consumer usage patterns and national policy objectives,” the Authority explained.
As the statutory regulator of the communications sector, the NCA noted that the reforms form part of ongoing regulatory interventions to protect consumer interests, improve service delivery and strengthen compliance by mobile network operators.
