The Minister of Communication, Digital Technology and Innovations, Samuel Nartey George, has delivered a clear ultimatum to Ghana’s major telecommunication companies: improve service quality significantly by the end of 2025—or face fines and sanctions.
Here are the key takeaways from his recent address and meeting with industry leaders:
1. Poor service despite widespread infrastructure
Despite telecom operators expanding their networks across Ghana, many customers—especially in growing urban centers like Amasaman and East Legon—continue to experience poor service. Mr George described this disconnect bluntly: “If you have infrastructure but your service is poor, we must begin to take regulatory action.”
2. Network performance assessment reveals troubling gaps
At a high-level meeting on May 30, 2025, in Accra, CEOs of MTN, Telecel, and AT, alongside their technical teams, reviewed findings from a National Communications Authority (NCA) study assessing 48 localities nationwide. The evaluation measured 3G coverage, call setup time, data throughput, and customer satisfaction scores. Results showed inconsistencies across all providers, signaling urgent need for improvement.
3. Spectrum rollout tied to service expectations
Operators were given new spectrum and a strict 30-day window to complete acceptance by June 30. The Minister warned that by year-end, tangible service improvements must be evident, driven by this new spectrum allocation. Failure to improve would trigger regulatory fines—with about 40% of those fines returned directly to consumers in bonuses like extra data or call time.
4. Nationwide quality tests planned
Looking ahead to the third quarter, Mr George plans to order a comprehensive test of network quality in every district capital. This nationwide check will be the basis for further regulatory actions if operators fail to meet required standards.
5. Commitment to gradual data cost reductions
Regarding data pricing, the Minister highlighted a committee set up earlier this year to design a strategic roadmap for reducing costs gradually. Rather than sudden price cuts that could destabilize the sector, the approach aims to increase value by offering more data for the same price, ensuring sustainability for operators and better affordability for consumers.
6. Operators outline plans to enhance services
The CEOs of Ghana’s top telecom firms presented their plans to meet these challenges:
- MTN Ghana’s CEO Stephen Blewett announced a $230 million investment in 2024 to upgrade network infrastructure and IT systems. He also committed to opening 300 new franchise stores, hiring 400 customer service staff, and introducing secure self-service options like SIM swaps and PIN resets.
- Telecel Ghana’s COO Mohamad Ghaddar reaffirmed ongoing network optimization efforts and called for more spectrum allocation to meet demand. Telecel operates over 400 shops and plans to open 100 more, while also improving support for persons with special needs.
- AT CEO Leo Skarlatos revealed significant network improvements underway, promising visible results by the first quarter of next year. He invited stakeholders to witness these advancements firsthand, emphasizing the company’s focus on the customer.
