The National Communications Authority (NCA) has ordered Scancom PLC, operators of MTN Ghana, to among others compensate customers affected by the recent network challenges.

Customers of the telecommunications giant have recently complained about billing inaccuracies as regards purchased data.

Calls via the firm’s Customer Careline have been unsuccessful despite the company issuing a notice of assurance to all customers.

“We are working round the clock to resolve the issues as soon as possible,” MTN Ghana said in a notice on Monday, December 2.

But NCA accuses MTN Ghana of failing to notify it, as a regulatory body, of the challenges.

The Authority has therefore given the leading telecommunications firm 24 hours within which to submit a report on the issue.


“The report should include: an explanation why the Authority was not informed of this challenge; the full nature of the issue; the number of affected customers and the remedial measures taken; how the issue will be prevented from occurring again in future.”

In solving the issue immediately as ordered by NCA, MTN Ghana is also to refund accordingly all losses to affected customers.

They are also directed to compensate affected customers and “inform them of the compensation package”.

They are finally to make sure that 95 per cent of all calls to their call centres are successful “as required by your license”.