In a major shift toward consumer-first telecom regulation, Minister for Communication, Digital Technology and Innovations, Samuel Nartey George, has issued a firm ultimatum to Ghana’s mobile network operators: drastically improve service quality by December 31, 2025, or face stiff penalties — with a portion of those fines going directly to subscribers as compensation.
The bold directive came during a high-stakes meeting on May 30 with the CEOs and technical leaders of MTN, Telecel, and AT. The session followed mounting public frustration over frequent call drops, slow data speeds, and inconsistent 3G and 4G services across major towns and cities.
Sam George, who also serves as MP for Ningo-Prampram, made it clear that the era of leniency is over. “If service quality does not improve, telecom companies will not only pay fines — 40% of that will go back to the customers suffering poor service,” he declared.
A recent nationwide audit conducted by the National Communications Authority (NCA) uncovered performance shortfalls across 48 localities. Key metrics like call setup time, data throughput, and network coverage revealed widespread lapses, despite the operators’ claims of major investments.
In response to the findings, Sam George warned that if by December Ghanaians don’t feel tangible improvements, government will take “decisive action.” He gave operators until June 30 to fully accept and begin deploying newly allocated spectrum — with rollout results expected before year’s end.
Beyond connectivity concerns, the minister also addressed Ghana’s steep data prices. A special committee set up earlier this year is exploring ways to deliver better value to consumers without destabilizing the telecom market.
The telecom providers responded with pledges:
- MTN Ghana said it invested $230 million in 2024 to expand network reach and improve customer service systems.
- Telecel Ghana plans to increase its retail footprint and optimize customer experience.
- AT Ghana promised visible improvements by early 2026 and invited stakeholders to monitor their progress.
Sam George’s uncompromising approach marks a clear move to hold telcos accountable while ensuring Ghanaians receive fair treatment and better digital services in an increasingly connected economy.
