Ghana’s Minister of Communication, Samuel Nartey George, mandates telecom companies to upgrade service quality by December 2025.
A high-level meeting was held with the chief executives of MTN Ghana, Telecel Ghana, and AT.
The Minister emphasized the need for significant improvements in service quality by December 31, 2025.
Failure to meet this deadline will result in regulatory sanctions and fines.
The directive follows a comprehensive assessment by the National Communications Authority (NCA).
It revealed inconsistent and poor-quality services across various regions, particularly in urban centers and regional towns.
To ensure accountability, a nationwide service quality audit will be conducted in every district capital.
Operators are expected to demonstrate measurable improvements, especially in areas tied to their newly allocated spectrum.
In a consumer-centric approach, the Minister announced that 40% of any fines imposed on telecom operators will be returned to affected consumers in the form of bonus data or call time.
This initiative aims to directly compensate users for service lapses and encourage operators to prioritize customer satisfaction.
Commitments from Telecom Operators:
- MTN Ghana: CEO Stephen Blewett disclosed plans for a $230 million investment in network infrastructure and IT systems in 2024. Aditionally, MTN intends to open 300 new franchise stores, focusing on underserved communities.
- Telecel Ghana: Chief Operating Officer Mohamad Ghaddar stated that the company is engaged in continuous network optimization and is seeking additional spectrum to meet growing demand.
- AT: CEO Leo Skarlatos pledged significant progress in key performance areas by the first quarter of 2026, aligning with the government’s expectations for improved service delivery.
This directive signifies a shift toward more aggressive regulation in Ghana’s telecom sector.
