Samuel Nartey George, Minister for Communication, Digital Technology, and Innovations, has issued an ultimatum to Ghana’s mobile network operators, warning them that they must significantly improve the quality of their services by December 31, 2025, or face severe financial penalties, some of which will be paid directly to affected customers.
The warning was issued during a high-level meeting on Friday, May 30, 2025, with the CEOs and technical teams of the country’s three major telecom companies — MTN, Telecel, and AT. Despite major infrastructure improvements, the minister lambasted customers for continuing to receive substandard service, particularly in expanded urban centres and crucial regional towns.
“We’re not doing sentiments. “We are doing engineering,” Sam George stated, adding, “If you have infrastructure in place but your service is poor, we must begin regulatory action.”
The meeting also included a presentation by the National Communications Authority (NCA) based on a performance assessment of 48 areas around the country. The study, prompted by mounting public concerns, assessed four important performance indicators: 3G coverage, call setup time (CST), mean opinion score (MOS) for call quality, and 3G data throughput. The studies revealed serious disparities in network performance across all three carriers.
Sam George, the MP for Ningo-Prampram, noted problematic locations such as Amasaman and East Legon, where service quality has declined despite increased network coverage. He stated that areas of Accra are witnessing network “blackouts” and subpar 4G service.
The NCA plans to undertake a nationwide service quality test, including all district capitals, in the third quarter of 2025. Based on its findings, the government will take “decisive action” if no major changes are observed.
In a significant policy shift, the minister said that 40% of any fines levied on non-compliant telecom companies will be distributed directly to impacted users, most likely through data or call-time compensation.
In the medium term, operators will have until June 30, 2025 to complete the acceptance procedure for newly allotted spectrum. They want to start deploying this spectrum immediately, with obvious improvements in service by the end of December.
“We understand that you cannot finish changes in three months, but we need to see that the process has begun. “The Ghanaian people must feel the effects of the spectrum rollout by the end of this year,” Sam George stated.
In response, telecom executives outlined their plans to resolve service quality concerns:
MTN Ghana CEO Stephen Blewett said that the business had invested $230 million in 2024 to improve its network and IT infrastructure. Plans include opening 300 new franchise locations, recruiting 400 new employees, and implementing secure self-service capabilities for SIM swaps and PIN resets.
Mohamad Ghaddar, COO of Telecel Ghana, stressed the importance of continuous network optimisation and customer service improvements. The company has over 400 retail locations and wants to open 100 more. Ghaddar also reiterated its support for customers with special needs and welcomed regulatory involvement.
AT CEO Leo Skarlatos stated that massive network enhancements are ongoing and will be “clearly visible” by the first quarter of 2026. He invited stakeholders to see the improvements early next year.
Beyond service delivery, the Minister addressed the problem of data pricing. He recalled the formation of a committee in February 2025 tasked with developing a strategy for gradually lowering data costs. To safeguard market stability and ongoing infrastructure expenditures, he stated that the emphasis would be on providing better value to consumers rather than quick price cuts.
The minister’s decree represents a bold new phase of regulatory control, aimed at ensuring that telecoms deliver reliable, high-quality services that match the demands of Ghana’s booming digital economy.
