NatCA Commits to Addressing Quality of Service Complaints from Telecom Users

In a significant press conference at the National Communications Authority (NatCA) headquarters in Hill Station, Freetown, Ben Foday, Director of Public Affairs, provided a comprehensive overview of the current state of network connectivity across Sierra Leone. This announcement coincides with the nation’s efforts to enhance its telecommunications infrastructure while addressing consumer concerns about service quality.

Foday revealed a notable increase in voice and data services nationwide. “We are pleased to report that the coverage of 2G and 3G technologies has significantly improved, and we now have an impressive 75.3% coverage for 4G technology,” he stated. This development reflects the collective efforts of Mobile Network Operators (MNOs) in Sierra Leone, which currently operate 3,570 sites across the country.

The NatCA Director emphasized the importance of infrastructure sharing and colocation among MNOs, which have been crucial in expanding connectivity, especially in rural and underserved areas. Recently, NatCA granted a license to STAR LINK to provide internet services via satellite transmission. Foday noted the remarkable uptake of STAR LINK’s services, further bridging the connectivity gap for individuals and businesses in remote regions.

To enhance international connectivity, NatCA is nearing completion of regulatory frameworks for a terrestrial fiber optic backbone linking Guinea with Sierra Leone. Additionally, discussions are ongoing to land two new subsea cables: the AFRICA CABLE and the AMILCAR CABRAL CABLE, both expected to provide significant redundancy and improve internet connectivity in the country.

Despite these positive developments, the authority acknowledged numerous complaints from subscribers regarding inaccurate billing and overall Quality of Service (QoS) provided by MNOs. These issues have led to a poor Quality of Experience (QoE) for users of voice and data services, raising concerns about the reliability of the services being offered.

Foday addressed these complaints directly, stating, “We recognize the public’s frustrations regarding QoS from MNOs, and we are committed to ensuring that the situation improves to a satisfactory level.” He assured the public that MNOs are currently undergoing network upgrades, modernization, and optimization processes aimed at enhancing network accessibility, availability, and QoS.

“Our approach to resolving these service challenges is deeply rooted in our mission to foster fair competition among service providers, protect consumer rights, and enhance access to ubiquitous connectivity in Sierra Leone,” Foday emphasized.

The press conference served as a platform for NatCA to highlight advancements in Sierra Leone’s telecommunications landscape while reaffirming its commitment to addressing consumer challenges. With ongoing efforts to modernize and optimize network infrastructure, the authority remains optimistic that service quality will improve, supporting the socio-economic development of the country.

As Sierra Leone progresses in enhancing its network connectivity, the collective efforts of NatCA, MNOs, and the government will be crucial in ensuring that all citizens have access to reliable and affordable communication services. The commitment to improving QoS and addressing consumer grievances underscores the importance of transparency and accountability in the telecommunications sector, paving the way for a more connected future.