Improve service quality by December or face heavy fines – Sam George warns Telcos

Minister for Communication, Digital Technology and Innovations, Samuel Nartey George, has issued ultimatum to Ghana’s mobile network operators, warning them to significantly improve the quality of their services by December 31, 2025, or face severe financial penalties — a portion of which will directly compensate affected customers.

The warning came during a high-level meeting held on Friday, May 30, 2025, with the chief executive officers and technical teams of the country’s major telecom providers — MTN, Telecel, and AT. The minister criticised the persistent poor service experienced by subscribers, particularly in expanding urban centres and key regional towns, despite significant infrastructure investments.

“We are not doing sentiments. We are doing engineering,” Sam George said, adding “If you have infrastructure in place but your service is poor, we must begin to take regulatory action.”

The meeting also featured a presentation by the National Communications Authority (NCA) based on a performance assessment in 48 localities across the country. The study, triggered by rising public complaints, measured four key performance indicators: 3G Coverage, Call Setup Time (CST), Mean Opinion Score (MOS) for call quality, and 3G Data Throughput. The findings highlighted worrying inconsistencies in network performance across all three operators.

Sam George, who is also the MP for Ningo-Prampram, cited problematic areas such as Amasaman and East Legon, where service quality has dropped despite wider network coverage. He noted that parts of Accra are experiencing network “blackouts” and substandard 4G performance.

A nationwide service quality test, covering all district capitals, is expected to be conducted by the NCA in the third quarter of 2025. Based on its findings, the government will take “decisive action” if no significant improvements are seen.

In a major policy shift, the minister announced that 40% of any fines imposed on non-compliant telecom companies will go directly to affected customers, likely through data or call-time bonuses.

In the short term, operators have until June 30, 2025, to complete the acceptance process for newly allocated spectrum. They are expected to begin deploying this spectrum immediately, with visible improvements in service by the end of December.

“We know you can’t complete upgrades in three months, but we must see that the process has begun. The Ghanaian people must feel the impact of the spectrum rollout by the end of this year,” Sam George said.

In response, telecom executives laid out their strategies to address service quality concerns:

• MTN Ghana CEO Stephen Blewett revealed that the company had invested $230 million in 2024 to strengthen its network and IT systems. Plans include launching 300 new franchise outlets, hiring 400 new staff, and rolling out secure self-service tools for SIM swaps and PIN resets.
• Telecel Ghana COO Mohamad Ghaddar emphasised continuous network optimisation and customer service improvements. The company has over 400 retail shops and plans to add 100 more. Ghaddar also reaffirmed support for customers with special needs and welcomed regulatory engagement.
• AT CEO Leo Skarlatos said significant network upgrades are underway and should be “clearly visible” by the first quarter of 2026. He invited stakeholders to witness the improvements early next year.

Beyond service delivery, the Minister also addressed the issue of data pricing. He recalled the formation of a committee in February 2025 tasked with crafting a strategy for gradual reductions in data costs. The focus, he explained, would be on offering more value to consumers rather than immediate price drops, in order to protect market stability and ongoing infrastructure investments.

The minister’s directive marks a bold new phase of regulatory oversight, aimed at ensuring that telcos deliver reliable, high-quality services that meet the demands of Ghana’s growing digital economy.