Minister for Communication, Digital Technology and Innovations, Samuel Nartey George, has issued a stern ultimatum to Ghana’s mobile network operators, demanding significant improvements in service quality by December 31, 2025, or face substantial financial penalties, part of which will directly compensate affected customers.
Urgent Meeting with Telecom Executives
The warning was delivered during a high-level meeting on May 30, 2025, with the CEOs and technical teams of major telecom providers—MTN, Telecel, and AT. Minister George criticized the ongoing poor service experienced by subscribers, particularly in urban centers and key regional towns, despite significant investments in infrastructure.
“We are not doing sentiments. We are doing engineering,” he stated, emphasizing that regulatory action will be taken if service quality does not improve.
Performance Assessment Highlights Issues
The meeting included a presentation by the National Communications Authority (NCA), which evaluated service performance across 48 localities. The assessment, prompted by rising public complaints, focused on four key performance indicators: 3G Coverage, Call Setup Time (CST), Mean Opinion Score (MOS) for call quality, and 3G Data Throughput. The results revealed alarming inconsistencies in network performance among all three operators.
The Minister pointed to areas like Amasaman and East Legon, noting that despite wider network coverage, service quality had declined, with parts of Accra experiencing network “blackouts” and poor 4G performance.
Nationwide Service Quality Test Planned
A nationwide service quality test is set to take place in the third quarter of 2025, covering all district capitals. Should improvements not be evident, the government plans to take decisive regulatory action.
In a significant policy shift, the Minister announced that 40% of any fines imposed on non-compliant telecom companies will be allocated directly to affected customers, likely in the form of data or call-time bonuses.
Short-Term Expectations and Operator Strategies
Telecom operators have until June 30, 2025, to complete the acceptance process for newly allocated spectrum and are expected to begin immediate deployment, showing visible service improvements by the end of December.
MTN Ghana CEO Stephen Blewett reported a $230 million investment in 2024 to enhance network and IT systems, while Telecel Ghana COO Mohamad Ghaddar emphasized ongoing network optimization and customer service enhancements. AT CEO Leo Skarlatos assured stakeholders of significant network upgrades that should be visible by early 2026.
Addressing Data Pricing Concerns
Minister George also touched on data pricing, recalling a committee formed in February 2025 to develop strategies for gradual reductions in data costs. He stressed the importance of providing value to consumers while maintaining market stability.
This directive marks a new phase of regulatory oversight aimed at ensuring telecom companies deliver reliable, high-quality services that meet the demands of Ghana’s growing digital economy.
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