The National Communications Authority has directed mobile network operators to extend telecommunications coverage to all towns within every Metropolitan, Municipal and District Assembly (MMDA) as part of new amendments to the Quality of Service (QoS) Key Performance Indicators (KPIs).
In a statement issued on February 15, 2026, the Authority said the revised KPIs take immediate effect and apply to all mobile network operators nationwide. Under the amended framework, operators are now mandatorily required to expand network coverage beyond district capitals to all constituent towns within each MMDA, a requirement that is now enforceable under licence conditions. Previously, such coverage extensions were encouraged but not compulsory.
The updated framework replaces several parameters that had remained unchanged since 2004, aligning regulatory standards with current technology, modern usage patterns and national policy objectives. According to the Authority, the amendments are intended to strengthen consumer protection while ensuring the delivery of reliable, efficient and high-quality telecommunications services across the country.
Under the revised voice service KPIs, the maximum allowable Call Drop Rate has been reduced from three percent to below one percent to improve call stability. A new Call Connection Success Rate benchmark now requires more than 95 percent of attempted calls to successfully connect in over 90 percent of operational cells within any MMDA. In addition, a minimum Mean Opinion Score above 3.0 has been introduced for 2G voice services to enhance perceived call quality.
For data services, the 3G download speed requirement has been increased to an average throughput exceeding 1 Mbps, replacing the previous session-based threshold of 256 kbps. Messaging services have also been tightened, with operators now required to achieve a minimum SMS and MMS delivery success rate of 98 percent, while delivery times must not exceed five seconds.
The Authority said it will intensify monitoring, field measurements and performance assessments to ensure compliance with the revised KPIs. Mobile network operators that fail to meet the approved thresholds risk regulatory sanctions in line with their licence conditions and applicable laws.
Consumers experiencing persistent poor quality of mobile telecommunications services have been encouraged to lodge complaints through the Authority’s established reporting channels as part of efforts to improve accountability and service delivery.
