Ghana’s Minister Sets Deadline for Telcos to Boost Service Quality or Face Fines

The Minister for Communication, Digital Technology and Innovations, Hon. Samuel Nartey George, has issued a firm ultimatum to Ghana’s major telecom operators—MTN Ghana, Telecel Ghana, and AirtelTigo—to significantly improve their service quality by the end of 2025 or face regulatory sanctions and fines.

Speaking after a high-level meeting with the CEOs of the three companies, the Minister expressed dissatisfaction with the current state of telecom services, noting that despite widespread infrastructure, many customers, especially in urban and regional towns, continue to experience poor and inconsistent service.

A recent National Communications Authority (NCA) assessment confirmed these concerns, revealing uneven service delivery across all providers. To address this, the government will conduct a nationwide service quality audit in every district capital. Operators are expected to show measurable improvements linked to their newly allocated spectrum by December 2025.

Failure to meet these standards will result in financial penalties. Importantly, 40% of any fines collected will be returned directly to affected consumers as bonus data or call time, ensuring customers receive compensation for service lapses.

Telcos’ Commitments and Investments

MTN Ghana CEO, Stephen Blewett, announced a $230 million investment in network infrastructure and IT systems in 2024, with additional investments pending board approval. MTN also plans to open 300 new franchise stores, focusing on underserved communities.

Telecel Ghana’s COO, Mohamad Ghaddar, said the company is continuously optimizing its network and seeking more spectrum to meet growing demand. Meanwhile, AirtelTigo CEO, Leo Skarlatos, pledged significant progress in key performance areas by the first quarter of 2026.

Government’s Broader Digital Vision

The Minister indicated that the government is negotiating with strategic partners to revamp AirtelTigo, aiming for a full rollout of improved services by the end of the third quarter of 2025. Cabinet approval has been granted for spectrum allocation to Telecel and MTN to enhance service quality.

On data pricing, the government has set up a committee to develop a roadmap aimed at reducing data costs by the end of 2025. This will be done gradually to avoid disrupting the telecom ecosystem and investment viability.

Minister George emphasized the government’s commitment to resetting the sector by ensuring better price, value, and quality for consumers. He noted, “You will remain profitable for those who are profitable. For those who are loss-making, you will become profitable because when people get a better experience, they will spend more.”

What This Means for Consumers

• Expect nationwide audits of telecom service quality starting soon.
• Telcos must improve network performance and customer experience by December 2025.
• Consumers will receive bonus data or call time as compensation if fines are imposed.
• Data prices are expected to decrease gradually without disrupting service quality.
• The government aims to foster a competitive, consumer-friendly telecom sector.

The CEOs of MTN Ghana, Telecel Ghana, and AirtelTigo acknowledged the importance of the meeting and pledged to work diligently to meet the Ministry’s deadlines and improve service quality.

This move signals a tougher regulatory stance by the government as it pushes for improved digital services to support Ghana’s national development and consumer satisfaction.