Telcos Face December Deadline or Heavy Fines as Minister Sam George Demands Better Service Quality

Ghana’s Minister for Communication, Digital Technology and Innovations, Samuel Nartey George, has issued a stern ultimatum to the country’s telecom giants MTN, Telecel, and AT, demanding significant improvements in service quality by December 31, 2025, or face steep financial penalties. 40% of any fines imposed will be redistributed directly to affected consumers.

The directive was delivered during a high-level meeting on May 30, 2025, involving telecom executives and technical teams, following growing public dissatisfaction with inconsistent network services across key urban and regional areas.

“We are not doing sentiments. We are doing engineering. If you have infrastructure in place but your service is poor, we must begin to take regulatory action.” The minister stated emphatically.

The warning comes on the heels of a comprehensive performance audit conducted by the National Communications Authority (NCA), which assessed service quality across 48 localities using four key metrics: 3G coverage, Call Setup Time (CST), Mean Opinion Score (MOS) for call quality, and 3G Data Throughput. The findings, driven by public complaints, revealed serious disparities in network performance across all major operators.

The minister pointed to trouble spots such as Amasaman and East Legon, where coverage is broad but service quality remains substandard. He further disclosed that some parts of Accra are experiencing network “blackouts” and below-par 4G connectivity.

In what marks a significant policy shift, the minister announced that from 2025 onward, 40% of penalties collected from underperforming telcos will be returned to consumers most likely through bonus data or airtime compensation.

“This is about ensuring accountability to the people who pay for these services. If the service is poor, the customer must benefit directly from the penalties,” Sam George declared.

The NCA is also preparing for a nationwide quality-of-service audit covering all district capitals in Q3 2025. This audit will inform any enforcement actions taken at year-end should service delivery fail to improve.

In the short term, telecom operators have until June 30, 2025, to finalize the acceptance of newly allocated spectrum. They are expected to commence its deployment immediately, with measurable improvements required by year-end.

“We know you can’t complete upgrades in three months, but we must see that the process has begun. The Ghanaian people must feel the impact of the spectrum rollout by the end of this year,” George added.

Telcos Respond with Investment Commitments

Telecom CEOs responded to the ultimatum with pledges to step up service quality initiatives.

Stephen Blewett, CEO of MTN Ghana, disclosed a $230 million investment made in 2024 to enhance infrastructure and IT systems. The company plans to open 300 new franchise outlets, onboard 400 additional staff, and introduce secure digital tools for SIM swaps and PIN resets.

Mohamad Ghaddar, COO of Telecel Ghana, emphasized ongoing network optimization and customer service enhancements. With over 400 retail shops already in operation and 100 more planned, Ghaddar also reaffirmed support for customers with special needs and welcomed deeper regulatory collaboration.

Leo Skarlatos, CEO of AT, reported ongoing network upgrades that he said would be “clearly visible” by Q1 2026. He extended an open invitation to stakeholders to observe the improvements early next year.

Reforms in Data Pricing

The meeting also touched on data pricing reforms. Sam George recalled the formation of a pricing strategy committee in February 2025, tasked with identifying ways to gradually reduce data costs without undermining infrastructure investments or destabilizing the market.

“The focus is not on immediate price drops, but on delivering more value to consumers in a way that protects market sustainability,” the minister explained.

The directive signals a decisive new chapter in regulatory oversight, underscoring the government‘s commitment to strengthening Ghana’s digital economy and ensuring telecom services keep pace with rising demand and public expectations.

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