The Minister for Communication, Digital Technology and Innovations, Mr. Samuel Nartey George, has cautioned the telecommunication companies in Ghana about impending fines and sanctions if they fail to enhance their quality of service by the end of 2025.
During a meeting with CEOs of MTN, Telecel, and AT, the Minister emphasized that despite the visible infrastructure investments, customers continue to experience poor service quality, particularly in urban areas and key regional towns.
He noted that a recent assessment by the National Communications Authority (NCA) revealed inconsistencies in service delivery across all three telecom operators.
Mr. George announced that a nationwide service quality test would be conducted in every district capital, with operators expected to demonstrate substantial improvements by the end of December.
The Minister indicated that regulatory action would be taken against any telecom provider that fails to meet these expectations.
“Fines would be imposed on defaulting companies, with 40% of those fines returned to affected consumers in the form of bonus data or call time,” he stated.
The telecom companies have outlined measures to enhance service quality and customer satisfaction, including investments in network infrastructure and IT systems.
The CEO of MTN Ghana, Stephen Blewett, announced a $230 million investment in 2024 to improve network infrastructure and IT systems, with additional capital expenditure pending approval.
He also revealed plans to open 300 new franchise stores, particularly in underserved areas.
Telecel Ghana’s Chief Operating Officer, Mohamad Ghaddar, highlighted ongoing network optimization efforts, stating that the network is being optimized around the clock. He stressed the need for more spectrum acquisition to meet the growing demand.
AT’s CEO, Leo Skarlatos, assured stakeholders that significant progress would be made in key performance areas by the first quarter of next year.
