The National Communications Authority (NCA) has introduced new quality-of-service benchmarks for mobile network operators, directing that all Short Message Service (SMS) transmissions must be delivered within five seconds.
The new requirement forms part of revised performance standards aimed at improving customer experience and ensuring greater reliability in mobile communication services across the country.
According to the Authority, the five-second delivery timeline applies under normal network conditions and is designed to enhance efficiency, particularly for time-sensitive communications such as financial transaction alerts, security codes, and emergency notifications.
The NCA stated that mobile network operators will be closely monitored to ensure strict compliance with the updated targets. It warned that failure to meet the prescribed standards could attract regulatory sanctions.
Beyond SMS delivery timelines, the revised service targets are expected to cover other key performance indicators, including call setup times, call drop rates, and data service reliability. The Authority emphasized that maintaining high-quality service standards is critical as digital transactions and mobile-based services continue to expand.
The regulator reiterated its commitment to protecting consumer interests and strengthening confidence in Ghana’s telecommunications sector, noting that improved service quality is essential to supporting the country’s broader digital transformation agenda.
Industry observers say the directive could push telecom operators to invest further in network optimization and infrastructure upgrades to meet the tightened performance requirements.
