Mobile network operators urged to improve service quality
The acting Director-General of the National Communications Authority (NCA), Mr Joe Anokye, has charged Mobile Network Operators (MNOs) to work on improving their Quality of Service (QoS) and ensure that consumers are satisfied.
Advertisement
According to him, the authority’s attention had been drawn to the QoS challenges which ranged from call drops, poor quality of voice and slow internet services, among others, hence the MNOs must ensure that the challenges were addressed.
In a meeting with chief technical officers (CTOs) of the various MNOs in Accra, Mr Anokye said their first line of action should be to resolve the above-mentioned issues within the Accra-Tema Metropolitan area, following which these efforts would be extended across Ghana.
He said both the NCA and the MNOs had a shared responsibility to address these issues and ensure that consumers were satisfied with the level of service they received from their respective providers. He added that ensuring compliance with QoS obligations had always been one of the key challenges for the NCA and in addressing the issue, it was necessary to engage with the CTOs who were directly responsible for those issues within their respective networks.
Contributing to the discussion, the CTOs also informed the authority of the challenges they faced in delivering the expected QoS, citing site acquisition, especially in the high-end residential areas, as one of their main challenges. However, Mr Anokye encouraged the MNOs to find solutions to the problems as consumer satisfaction was key and required good faith effort.
All the MNOs were charged to present to the authority a road map to address the QoS issues within Accra and Tema in a month. They were also encouraged to seek the authority’s support in resolving peculiar challenges when necessary by ensuring teamwork with the NCA.
Representatives of the MNOs expressed their appreciation for the meeting and the NCA’s candid opinion and pledged to do their best to ensure consumer satisfaction.
Present at the meeting were representatives from MTN, Tigo, Vodafone, Airtel, Glo and Expresso. The purpose of the meeting was to discuss poor QoS being experienced by consumers.
