Expresso barred from providing promotions after QoS breaches

14 May 2014

Ghanaian cellco Expresso (formerly Kasapa Telecom) has been banned from implementing sales or marketing promotions until the end of May 2014, after falling foul of the country’s Quality of Service (QoS) standards in the Northern, Eastern and Volta regions in February 2014. The key performance indicators measured by the regulator, the National Communication Authority (NCA), in 19 Ghanaian towns in that month included Stand-alone Dedicated Control Channel (SDCCH) Congestion Rate, Call Setup Time (CST), Call Congestion Rate (CCR) and Call Drop Rate (CDR). The regulator pointed out that Expresso’s network was not available for testing due to a ‘total outage of its systems serving the three regions’.

The NCA reported that five wireless operators – MTN Ghana, Airtel (formerly Zain/WESTEL), Vodafone Ghana (formerly Ghana Telecom), Millicom Ghana (Tigo) and Glo Mobile – met the SDCCH congestion rate threshold, while all of the cellcos had CST delays in certain locations. Tigo and Glo were also found to be in breach of their CCR obligations in the towns of Wa (Tigo) and Koforidua (Glo), while MTN did not meet the quality standard of less than 3% in call drop rates in Navrongo. The NCA said that it has informed the cellcos found to be in breach of QoS benchmarks, and it will impose sanctions on any company that does not improve its performance by the time a new analysis of the services in the three regions is undertaken. Expresso, meanwhile, has been directed to resolve its operational issues by the end of May 2014 in order to be in compliance with its licence obligations. The company is barred from providing any sales/marketing promotions within that period.