NCA to Introduce Customer Compensation Framework for Network Outages

The Minister for Communications, Digital Technology and Innovations, Mr Samuel Nartey George, has announced that the National Communications Authority (NCA) will introduce a customer compensation framework to protect consumers affected by telecommunications service disruptions.

The new framework, he said, will require operators to provide appropriate remedies when customers lose access to voice or data services due to network failures.

Addressing the Government Accountability Series on Monday, Mr George said consumer protection would become a central pillar of the government’s digital sector reforms.

He explained that subscribers should not bear the cost of prolonged outages caused by service providers and that the proposed framework would establish clear standards for customer remediation.

The Minister also disclosed that government was strengthening measures to protect fibre-optic infrastructure, including the introduction of penalties for contractors and third parties whose construction activities damage critical telecommunications networks.

According to him, improving network reliability requires not only investment by operators but also stronger regulation and accountability across the communications sector.

Mr George said the reforms were intended to enhance public confidence in digital services while ensuring that consumers receive fair treatment whenever service delivery falls below acceptable standards.

Richard Aniagyei, ISD