Guides & Factsheet

Background
The National Communications Authority (NCA), was established by the National Communications Act of 1996, Act 524, now repealed and replaced by the National Communications Authority Act of 2008, Act 769, to regulate communications by wir e, cable, radio, television, satellite and similar means of technology for the orderly development and operation of efficient communications ser vices in Ghana.

Vision
To become the most for ward-looking and innovative Communications Regulatory Authority in the sub-r egion; by creating and maintaining an efficient, transparent and business friendly environment to enable Ghana become the premier destination of ICT investment in the sub-region.

Mission
To regulate the communications industry by setting and enfor cing high standards of competence and performance to enable it to contribute significantly and fairly to the nation's prosperity through the provision of efficient and competitive services

What We Do
Grant licenses and authorizations for operation of communication systems and services

NCA assigns, allocates and regulates the use of frequencies in conformity with policies and develops strategies for the communications industry (civil and security use).

These include:

  1. Radio communication Licences
  2. Aeronautical Service
  3. Land/Mobile Services
  4. Marine Services
  5. Trunk Radio Network
  6. Broadcasting Authorizations
  7. Radio Broadcasting Services
  8. Television Broadcasting Services
  9. Telecommunications Licences / Authorizations
  10. Mobile Cellular Operations
  11. Broadband Wireless Access Operations
  12. Submarine Cable Landing Licence
  13. Communications Tower Licence
  14. Internet Data/Public Data Services
  15. Value Added Services
  16. Private/Corporate Data Network
  17. Public Paging Services
  18. VSAT for Public Use
  19. VSAT for Private/Corporate Use
  20. VSAT Data Network (Direct-to-Home (DTH)
  21. VSAT for Carrier Network Licence
  22. Inmarsat Terminal (Terrestrial)
  23. Equipment Dealership Licences
  24. Equipment Type Approval

Ensure fair competition among licensees. 

The core responsibility of NCA is to promote and ensure fair competition in the telecommunications industry. These include implementing policies on competition within the remit of the Authority.


Establish and monitor quality of service indicators for operators and service providers.

The Authority routinely conducts network end-to-end quality of service monitoring exercises. This is done once every quarter in all Metropolises and twice a year in all Districts within the country. In addition NCA monitors the spectrum to ensure compliance and avoid interference.

Educate and Protect consumers.

The Authority ensures consumers are protected by providing safeguard mechanisms for seeking redress on communications issues. NCA encourages and seeks resolution of all disputes between subscribers, licensed operators and other entities in accordance with processes stipulated by the law.

Ensure Conformance to Standards Equipment standards and type approvals are technical requirements for vendors, manufactures, dealers and network service providers. NCA manages this activity to ensure that communication equipment that are sold and used by the public networks meet specific standards.

Collaborate With Other Countries For Effective International Frequency Management.

To ensure good quality of service for consumers, the Authority constantly engages in international frequency coordination with our neighboring countries particularly Burkina Faso, La Côte d'Ivoire and Togo. This is to ensure that telecommunications services and broadcasting services provided in our country do not interfere with emissions from these countries and vice-versa.

NCA is currently Engaged in

  • Digital Terrestrial Switchover Project: NCA will be embarking on the transition from analogue to digital broadcasting. This will ensure that television viewers receive better quality video and audio signals, more channels and greater interactivity. It will also result in the release of frequencies for other services such as mobile broadband.
    The NCA is working in accordance with the Geneva 2006 (Ge06) agreement of the International Telecommunications Union (ITU) to ensure that by 2015,terrestrial television stations: GTV, TV3, TV Africa, Crystal TV, Metro TV, Viasat1, Net-2 TV, e-TV Ghana, Coastal TV, GhOne, Top TV and all others with similar licenses migrate their transmissions from analogue to a digital platform.
  • SIM Card Identification: On July 1, 2010, Ghana embarked on a SIM card registration exercise which required users of mobile telephony services to identify with their phone chips or SIM cards.
  • Mobile Number Portability (MNP): Mobile number portability is now a reality in Ghana. That means consumers can move from one mobile network to another and still retain their existing telephone number. Ghana’s feat with MNP is achieving a port within less than five (5) minutes.
  • Broadband Wireless Access: In accordance with its mandate under the Electronic Communications Act, 2008, Act 775 and the National Telecommunications Policy 2005 (NTP'05), the Authority has awarded licenses for provision of Broadband Wireless Access (BWA) Licenses in the 2500 – 2690 MHz frequency band.
  • Decentralization: The Authority has embarked on decentralization to bring its services closer to consumers. To date NCA has 8 offices in 8 regional capitals to facilitate easy access to NCA services by stakeholders.


ACCRA, HEAD OFFICE
National Communications Authority
NCA Tower,No. 6 Airport City,
Kotoka International Airport,
P. O. Box CT 1568, Cantonments, Accra Tel: +233 (0) 302 776621, 771701

Fax: +233 (0) 302 763449 E-mail: info@nca.org.gh Complaints: +233 (0) 30 701 1419 complaints@nca.org.gh

Website: www.nca.org.gh

 

BOLGATANGA OFFICE
National Communications Authority
H/No ZB 70, Zorbisi Estates
Private Mail Bag, Bolgatanga, Upper East Region
Tel: +233 (0) 38 202 1141
E-mail: complaints.bolgatanga@nca.org.gh

 

HO OFFICE
National Communications Authority
H/No A6/29, Stadium Road
P. O. Box HP1576, Ho, Volta Region
Tel: +233 (0) 36 202 6375 / 202 6339
Email: complaints.ho@nca.org.gh

 

KOFORIDUA OFFICE
National Communications Authority
Nico Annan's Plaza
Private Mail Bag, Koforidua, Eastern Region
Tel: +233 (0) 34 202 8378 / 28380 / 28382
Email: complaints.koforidua@nca.org.gh

 

KUMASI OFFICE,
National Communications Authority
H/No 99, Adum
P. O. Box KS 10768, Kumasi, Ashanti Region, Ghana Tel: + 233 (0) 32 202 0014 / 32 202 0018 / 32 202 0019 Fax: (+233) 32 002 0064

E-Mail: complaints.kumasi@nca.org.gh

 

SUNYANI OFFICE,
National Communications Authority
Plot No 83/D Peakwase
P. O. Box SY125, Sunyani, Brong Ahafo Region
Tel: + 233 (0) 35 202 7564 E-Mail: complaints.sunyani@nca.org.gh

 

TAKORADI OFFICE,

National Communications Authority
Chapel Hill

P. O. Box SL 409, Sekondi, Western Region, Ghana Tel: +233 (0) 31 202 8073 / 31 202 8049

Fax: +233 (0) 31 202 8063 E-Mail: complaints.takoradi@nca.org.gh

 

TAMALE OFFICE,
National Communications Authority
Watherson Residential Area
P. O. Box TL 1590, Tamale, Northern Region, Ghana Tel: + 233 (0) 37 202 8105 / 37 020 8104

Fax: +233 (0) 37 202 8104 E-Mail: complaints.tamale@nca.org.gh

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Procedures For Lodging A Consumer Complaint

Consumers of telecom services - who are not satisfied with services rendered to them by their service providers, have the right to redress by lodging formal complaints.

Below are the procedures for lodging complaints. These procedures have been outlined in the form of frequently asked questions and answers.

 

What is the first thing I should do when I’m not satisfied with the services of my telecom service provider?

You should first contact the service provider whose services or products you are not happy or satisfied with.

Service Providers are mandated to have Complaints Forms which must be available to subscribers.

In a situation where the issue is not satisfactorily resolved by the service provider, you may call the Consumer & Corporate Affairs Division of the NCA to lodge your complaint.

 

What are the procedures involved in lodging a complaint with the NCA?

A dissatisfied consumer can lodge a complaint by: Completing a Consumer Complaint Form (CCF) which can be obtained from the NCA Website: www.nca.org.gh or from any of the NCA offices listed below. The CCF must be completed and sent to the Consumer & Corporate Affairs Division of the NCA.  Writing a letter to the NCA. This letter can either be handwritten or typed but must be legible, concise, not more than two (2) A4 pages and signed.
Calling the NCA Complaint and Enquiry Unit on (+233)0307-011419 to lodge your complaint.


Walking into any of the NCA offices to lodge your complaints.
You can file complaint through the web site athttp://nca.org.gh/40/125/Make-a-Complaint.html
Your complaint can also be sent to us through emailing at complaints@nca.org.gh

 

What information must be provided in my formal complaint?

You must state your name, address, phone number(s), fax, e-mail, name of Service Provider and the type of complaint. You must give a brief explanation of the circumstance that led to your complaint, stating the time and date you lodged your first complaint with the Service Provider. Copies of any relevant supporting documents such as service agreement, bills, contracts, promotional leaflets etc which would assist in our investigations should be provided.

 

What happens when a consumer's complaint is received by NCA?

The NCA analyses the complaint and starts investigations immediately. Where the Authority is satisfied that the service provider has breached the terms of its contract with the consumer, or contravened the provisions of the Electronic Communications Act, the Authority will file a formal complaint with the Service Provider and give feedback to the Consumer.

 

Will the NCA get back to the consumer on the outcome of the complaint?

Yes, where investigations are concluded in less than 48 hours, the dissatisfied consumer will be reached by phone or e-mail otherwise he/she will be communicated to in writing, on the outcome of the review.

 

Do I have to pay for this service?

NO! All services rendered by the Complaints Unit of the NCA are FREE OF CHARGE.

 

Can an aggrieved consumer sue the service provider in a law court over a breach of contract?

Yes, However, in line with the provision of the Electronic Communications Act 2008 Act 775 84 (1), a dissatisfied consumer should first seek redress with the Service Provider and if unresolved report to the NCA. A court action may be considered a last option.

Avoid being 'slammed' and ‘Crammed”
There are now lots of phone companies competing to offer telephony services to consumers. Competition has many benefits, including choice and ultimately lower prices. Companies use a variety of sales and marketing activities to gain customers and while the majority of these are carried out responsibly, some companies may attempt to gain customers through dishonest activities such as mis-selling. There are various forms of mis-selling, one of which is known as slamming which is where customers are switched from one company to another without their knowledge or consent.

 

What is slamming?
Slamming is where customers are switched from one company to another without their knowledge or consent. In some cases, customers only become aware of this when they receive a bill from a new company.

 

What is cramming?
Cramming is the illegal practice of adding charges to your telephone bill for services that you did not order.

 

What types of charges can be crammed onto my telephone bill?
Cramming may also include regulated local telephone service features such as call waiting or caller I.D., caller tones which are offered by operators, but that you did not consent to or were misled about their actual cost.

 

What can I do to avoid being slammed or crammed?
Here are some tips to help you avoid being slammed or crammed:

  • Become a careful consumer. Carefully review your monthly bill, and make sure you understand every charge.
  • Keep a note pad by the telephone and write down each phone service (e.g., voice mail) that you consent to, as well as any long distance calls and calls to informational services.
  • Carefully read all promotional items and printed literature-including the fine print-before signing up for telephone or any other services that will be billed to your phone.
  • Be careful of "activation codes" or answering "yes" to questions that may be intended to get you to authorize a service that you do not intend to authorize.
  • Be sure you know who has been using your telephone.
  • Ask telemarketers for written information about any service they offer you over the phone.
  • Make sure you know what service was provided, even for small charges.  Crammers often try to go undetected by submitting small charges to thousands of consumers.
  • Ask to see identification from doorstep or roadside sellers to check that they are representing the operator they say they are.
  • Don’t sign anything unless you have read it and are sure of what you’re signing up for.

 

What can I do if I discover that I have been slammed or crammed?
You should call your service provider where you have been crammed and file a complaint. You can also file a complaint to your service provider if you have been slammed.

 

Can NCA help me resolve a slamming or cramming complaint?
If you are unable to resolve your complaint with your service providers the NCA Consumer and Corporate Affairs Division can assist you in resolving your complaints.  You may call the numbers below or go to the Consumer Complaint (http://www.nca.org.gh/40/125/Make-a-Complaint.html) page on NCA website and follow the procedure for filing a complaint.  Please call us at the numbers below between the hours of 8:30 a.m. and 4:30 p.m.

HEAD OFFICE, ACCRA
Tel: 0302 776621/0302 2771701
Email: complaints@nca.org.gh

TAKORADI
Tel: (+233) 3120-28069/ (+233) 3120-28049
Fax:  (+233) 3120-28063
Email:  complaints.takoradi@nca.org.gh
       

TAMALE
Tel: (+233) 372028103-5
Fax: (+233) 372028102
Email: complaints.tamale@nca.org.gh
                                
KUMASI       
Tel: (+233) 3322-20014
(+233) 3322-20018
(+233) 3322-20019
Fax: (+233) 3220-20064
Email: complaints.kumasi@nca.org.gh

Be aware that the cost of small, incorrect or unauthorized charges for telephone related services adds up over time.  Make sure you know what service was provided for each charge on your bill.

How to Avoid Bill Shocks When Roaming

Keeping in touch with friends and family does not have to break the bank when you are abroad! The chances are that, if you don't plan ahead, tapping into local phone networks when you're on the road can cost you a bundle!

Be Aware Of Roaming Rate

  • Subscribers are advised to find out from their service providers the international roaming packages that are available for their needs – i.e. data, voice, and text messaging. This is important because, roaming charges varies from one country to country.
  • Subscribers should have in mind that they may be charged for receiving signaling messages (incoming calls and text messages) on their phones. This means that you don't have complete control over your roaming costs.
  • Ask how your unlimited plan translates overseas. You may be charged per minute, and fees vary, based on one country’s network to another. Don't forget to check with your operator to see how Internet usage comes into play.
  • Don't be afraid to ask questions if you do not understand something. Roaming can get complicated, and unanswered questions could mean huge phone bills.
  • Remember to put down the international customer care number of your service provider in case questions arise while traveling.

What Kinds Of Devices Attract Roaming Charges Without Your Knowledge?

The kind of devices that attract roaming charges without the subscribers knowledge includes the Blackberry, iPhone and other smart phone devices. These devices perform a Push-Pull continuous Research in Motion (RIM) looking for information. This action requires sending and receiving signal messages.

What Can I Do To Avoid Being Overcharged?

The safest way to avoid excessive roaming charges, is to configure your smart phone devices so that when it is roaming the data services are disabled.

This prevents your mail application from accessing the data service and racking up huge bills without you even knowing it is happening. Please stick to the following tips:

  • If you are using a smart phone, remember to turn off the applications, as active applications use up both roaming and fetch data since there is a high possibility that they will communicate with ANY available network.
  • Set your phone to airplane mode.
  • Switch your setting to MANUAL or PUSH, so you do not receive emails automatically.
  • Bundle up – if you have a rough idea how much data you are likely to need while away, ask your operators for fixed cost data bundle packages that can be purchased in advance.
  • Keep your phone safe – losing your phone can lead to others running up huge data roaming bills.