The National Communciation Authority (NCA) has tightened quality-of-service standards for mobile network operators, cutting the maximum allowable call drop rate to below 1% and introducing new performance thresholds for voice, data and messaging services that take immediate effect.
The NCA said it has amended the Quality of Service key performance indicators that apply to mobile telecommunications services nationwide, replacing parameters that have largely been in place since 2004. The revised framework introduces “more stringent, measurable and enforceable” benchmarks across all Metropolitan, Municipal and District Assemblies.
The NCA said the changes reflect advances in technology, shifting consumer usage patterns and national policy objectives, and form part of its efforts to improve service delivery and strengthen compliance among operators.
Under the new voice service requirements, the NCA reduced the maximum allowable call drop rate from 3% to less than 1%, in a move aimed at improving call stability.
The regulator also introduced a mandatory call connection success rate threshold, requiring more than 95% of attempted calls to successfully connect in over 90% of operational cells within any MMDA.
In addition, operators must meet a minimum average Mean Opinion Score above 3.0 for 2G services, a metric used to assess perceived call quality.
For data services, the NCA revised the 3G download speed benchmark, requiring an average throughput exceeding 1 megabit per second, replacing the previous session-based threshold of 256 kilobits per second.
The regulator also introduced stricter requirements for SMS and MMS services, setting a minimum delivery success rate of 98% and requiring delivery times not to exceed five seconds.
Beyond performance indicators, the NCA said it has introduced an expanded coverage obligation that will require mobile network operators to extend network coverage to all constituent towns within every MMDA.
Previously, operators were encouraged, but not obligated, to expand coverage beyond district capitals. The NCA said the requirement is now enforceable under licence conditions.
It noted thtat it will intensify monitoring through field measurements and performance assessments. Operators that fail to meet the approved thresholds will face regulatory sanctions in line with licence conditions and applicable laws.
Consumers experiencing persistent poor service were encouraged to lodge complaints through the NCA’s toll-free line, email, social media channels or in person at any NCA office nationwide.
