The Director-General of the National Communications Authority, Edmund Yirenkyi Fianko, has issued a strong warning to telecom operators over persistent quality-of-service challenges, despite ongoing investments in network infrastructure.
Delivering remarks at an industry forum commemorating the NCA’s 30th anniversary and the 15th anniversary of the Ghana Chamber of Telecommunications, he said consumer experience remains inconsistent across the country.
“Our mobile networks today are under growing pressure from rapidly rising consumer expectations and surging data demand,” he observed.
While acknowledging significant capital investments in recent years, he noted that many Ghanaians continue to experience poor network quality in their daily interactions, describing the issue as no longer tolerable in an increasingly digital economy.
“These gaps can no longer be treated as isolated inconveniences,” he cautioned.
He revealed that Quality of Service (QoS) and Quality of Experience (QoE) have been elevated to the top of the regulator’s priorities for the year, with a commitment to ensuring measurable improvements for consumers.
To address the challenge, Fianko called for urgent action across multiple fronts, including the deployment of sustainable backup power systems, improved network redundancy, and expanded infrastructure in underserved areas.
He stressed that responsibility for resolving these issues lies with both regulators and operators.
“The Authority will set standards and enforce compliance, but industry must invest, innovate, and take ownership of the customer experience,” he said.
On competition, he defended the NCA’s Significant Market Power (SMP) framework introduced in 2020, explaining that its purpose is to sustain competition, drive pricing discipline, and encourage innovation rather than penalise market leaders.
However, he noted that regulatory measures alone are insufficient, urging telecom operators to compete more aggressively and invest strategically to improve service delivery.
“A healthy market requires both effective regulation and sustained commercial ambition,” he concluded, adding that collaboration remains key to achieving a more competitive and inclusive digital future for Ghana.
