The National Communications Authority (NCA) has ordered mobile network operators to extend coverage beyond district capitals to all constituent towns within every Metropolitan, Municipal and District Assembly (MMDA).
The directive forms part of the newly amended Quality of Service (QoS) Key Performance Indicators (KPIs) announced by the Authority on February 15, 2026.
The revised framework, which takes immediate effect, is aimed at improving service delivery and ensuring consumers across the country enjoy reliable telecommunications services.
Under the new rules, operators are no longer encouraged — but required — to extend network coverage beyond district capitals to all constituent towns within each MMDA. The NCA said the requirement is now enforceable and operators who fail to comply risk regulatory sanctions.
Beyond coverage expansion, the Authority has also tightened performance benchmarks for voice, data and messaging services.
The maximum allowable call drop rate has been reduced from 3 per cent to less than 1 per cent to improve call stability. Operators must also ensure that more than 95 per cent of attempted calls successfully connect in over 90 per cent of operational cells within any MMDA.
For data services, the revised standards require average 3G download speeds exceeding 1 megabit per second (Mbps), replacing the previous threshold of 256 kilobits per second (kbps).
In addition, mobile operators must now achieve a minimum SMS and MMS delivery success rate of 98 per cent, with delivery times not exceeding five seconds.
The NCA said it will intensify monitoring and field assessments to ensure compliance with the new standards. Operators that fail to meet the approved thresholds will face sanctions in line with their licence conditions and applicable laws.
Consumers experiencing persistent poor service have been encouraged to report complaints through the Authority’s toll-free line, email, social media platforms or by visiting any NCA office nationwide.
According to the regulator, the revised measures reflect technological advancements, evolving consumer usage patterns and the need to strengthen oversight in the telecommunications sector.
