Ghana’s Minister for Communication, Digital Technology and Innovations, Hon. Samuel Nartey George (MP), has issued a strong warning to the country’s major telecom providers, demanding immediate improvements in service quality or face stiff regulatory penalties by the end of 2025.
Speaking during a high-level meeting with the Chief Executive Officers of MTN Ghana, Telecel Ghana, and AT (formerly AirtelTigo), the Minister expressed deep dissatisfaction with the persistent complaints of poor network quality despite widespread telecommunications infrastructure.
“Ghanaians deserve better. It is unacceptable that in 2025, people in major cities and regional capitals are still grappling with dropped calls, slow internet, and inconsistent service,” Hon. George said.
A recent nationwide assessment by the National Communications Authority (NCA) confirmed that all three telecom operators are delivering inconsistent and substandard service levels across various regions.
In response, the Minister announced a comprehensive quality of service testing programme set to be rolled out in every district capital across Ghana. The results, he said, would inform further action — including fines for defaulting telcos. Notably, 40% of any fines imposed will be returned to affected customers in the form of bonus data or airtime.
The warning comes amid growing public frustration over call drops, poor internet speeds, and billing anomalies.
Telcos Outline Improvement Plans
In response to the government’s ultimatum, the telecom operators have outlined their strategies to improve network performance and customer satisfaction.
MTN Ghana’s Chief Executive Officer, Stephen Blewett, announced a $230 million investment earmarked for 2024 to expand network infrastructure and upgrade IT systems. He also revealed plans to launch 300 new franchise outlets across underserved communities.
“We’re committed to bridging the digital divide and improving customer experience nationwide,” Blewett said, adding that further capital expenditure is pending regulatory approval.
Telecel Ghana’s Chief Operating Officer, Mohamad Ghaddar, acknowledged existing service challenges but noted ongoing efforts to optimize network performance.
“Our engineers are working around the clock. However, additional spectrum acquisition is critical if we are to meet the rising demand for data,” Ghaddar said.
AT’s CEO, Leo Skarlatos, was optimistic about the company’s trajectory, pledging substantial progress in key performance metrics by the first quarter of 2026.
Regulatory Resolve
Hon. George reiterated the government’s commitment to enforcing quality standards in the telecom sector, saying, “We will not hesitate to act in the interest of the Ghanaian consumer.”
He emphasized that the performance of the operators will be closely tied to their use of newly allocated spectrum, and any failure to meet the set benchmarks would trigger sanctions.
As Ghana positions itself as a regional leader in digital transformation, the quality of telecommunications infrastructure is viewed as a critical enabler of economic growth and inclusion. Whether the telcos can rise to the challenge remains to be seen.
