Ghana’s National Communications Authority (NCA) has drafted a new bill regulating the quality of services provided by telecoms operators. The ‘Quality of Service Act’ aims to establish a legal framework to ensure customer satisfaction and standardise and improve service quality in terms of network availability, accessibility, service retainability and integrity. The draft legislation includes proposals that network availability for calls should be 95 decibels per milliwatts (dBm) indoors, 85dBm inside vehicles and 75dBm outdoors in cities, while operators will need to ensure at least a 95% connection rate and reduce call drop rates from the current 3% to under 1%.
Director General of the NCA, Joe Anokye, explained that new laws had become necessary to correct some outmoded provisions in the Electronic Communications Act (2008) currently guiding the operations of the telecommunication service providers. The draft legislation is expected to be passed before the end of 2020.