• Right to access to basic telecommunication services
• Right to information
• Right to choose from a variety of telecom services provided
• Right to complain
• Right to opt out of unsolicited electronic messages
• Right to privacy of information

• Be well-informed of products and services
• Read terms and conditions before subscribing to products and services
• Update your personal information or records with your service provider
• Pay bills promptly to avoid disconnection
• Keep receipts, cancelled contracts, and bills

Consumers of telecom services who are not satisfied with services rendered to them by their service providers have the right to redress by lodging a formal complaint with the National Communications Authority (NCA).

• Dial *402*1# on your phone
• Enter your Ghana Card Number for verification (GHA**************)
• Enter your Date of Birth (DDMMYYYY) for verification
• Once verified, you will receive an SMS containing the list of mobile numbers linked to your Ghana Card, along with the corresponding networks.

• Visit your Service Provider with your Ghana card to report the issue
• Your Service Provider will take you through some KYC and other security checks before delinking the unknown number from your Ghana card
• The process of checking the numbers linked to your Ghana card may be repeated routinely for safety purposes

• List of Service Providers
  S/N	Network	Email
  1	MTN	customercare.gh@mtn.com
  2	TELECEL	redline@telecel.com.gh francisca.sosoo@telecel.com.gh
  3	AT	cxqualityassurance@ppl.net.gh sylvia.ashong@ppl.net.gh

A consumer complaint is a formal report made by a consumer when a service provider fails to deliver services as agreed or engages in unfair practices

You should complain when you are wrongly billed, subscribed to services without consent, experience persistent poor service, or when your issue is not resolved after contacting customer care.

Avoid submitting incomplete information, failing to contact your provider first, providing incorrect contact details, and waiting too long to report the issue.

No, the NCA does not handle first-level complaints. A consumer is required to first lodge the complaint with their Service Provider. If the consumer is unsatisfied with the resolution provided, they may then escalate the matter to the NCA for redress.

A consumer may submit a complaint by email, letter, telephone call, in person (walk-in), or through the Consumer Complaints Portal.

A consumer may contact the NCA Complaints Department via the toll-free numbers 0800303030 / 0800110622 or 0307011419.

The portal is an online platform provided by the National Communications Authority (NCA) to enable consumers formally lodge complaints against their service providers. It enables tracking, documentation, and regulatory intervention where necessary.

Any consumer in Ghana who has a complaint against a telecom service provider (e.g., MTN, Telecel, AirtelTigo, AT Ghana, Internet Service Providers, Pay TV providers) and has first reported the issue to the service provider without receiving a satisfactory resolution.

A consumer may submit complaints relating to any service provided by their Service Provider or network operator. When lodging a complaint through the Consumer Complaints Portal, the relevant type or nature of complaint can be selected during the submission process.

You should have your full name and contact details, your phone number, the name of the service provider, the complaint reference number from the provider, the date the issue occurred, a clear description of the complaint, and supporting evidence (screenshots, SMS, receipts, etc.) if applicable. Incomplete complaints may delay processing.

We are the National Communications Authority (NCA). We are located at No.6 Airport city close Marina Mall, Accra, Ghana. Our website address is https://nca.org.gh. You can contact us by post (P.O. Box CT 1568, Cantonments, Accra-Ghana), by e-mail at info@nca.org.gh or by telephone on +233 (0)302 771 701/776 621.

When you use our website (Service) and view the information we make available, we collect and use a number of information to allow the website to function and make your user experience better.
By using the Service, you agree to the collection and use of information in accordance with this policy. The terms used in this policy are defined below:

• Service: The https://nca.org.gh website operated by the NCA.
• Personal Data: It refers to data about a living individual who can be identified by those data (or from those and other information either in our possession or likely to come into our possession).
• Usage Data: Data collected automatically either generated by the use of the Service or from the Service infrastructure itself (for example, the duration of a page visit).
• Cookies: Small files stored on your device (computer or mobile device).

Types of Data Collected

1. Personal Data
   • While using our Service, we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you. Personally identifiable information may include, but is not limited to:
   • Email address
   • First name and last name
   • Phone number
2. Usage Data
   • We may also collect information on how the Service is accessed and used. This Usage Data may include information such as your computer's Internet Protocol address (e.g., IP address), browser type, browser version, the pages of our Service that you visit, the time and date of your visit, the time spent on those pages, unique device identifiers and other diagnostic data.

We use cookies and similar tracking technologies to track the activity on our Service.
Cookies are files with a small amount of data which may include an anonymous unique identifier. Cookies are sent to your browser from a website and stored on your device.
Other tracking technologies are also used such as beacons, tags and scripts to collect and track information and to improve and analyse our Service.
You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some portions of our Service. Examples of Cookies we use and their respective purposes are outlined below:

• Session Cookies: We use Session Cookies to operate our Service.
• Preference Cookies: We use Preference Cookies to remember your preferences and various settings.
• Security Cookies: We use Security Cookies for security purposes.

• To provide and maintain the Service
• To notify you about changes to our Service
• To allow you to participate in interactive features of our Service when you choose to do so
• To provide customer support
• To gather analysis or valuable information so that we can improve our Service
• To monitor the usage of our Service
• To detect, prevent and address technical issues

Your information, including Personal Data, may be transferred to — and maintained on — computers located outside of your state, province, country or other governmental jurisdiction where the data protection laws may differ from those of your jurisdiction.
If you are located outside Ghana and choose to provide information to us, please note that we transfer the data, including Personal Data, to Ghana and process it there.
Your consent to this Privacy Policy followed by your submission of such information represents your agreement to that transfer.

Legally, NCA may disclose your Personal Data in the good faith belief that such action is necessary to:

• To comply with a legal obligation
• To protect and defend the rights or property of the NCA
• To prevent or investigate possible wrongdoing in connection with the Service
• To protect the personal safety of users of the Service or the public
• To protect against legal liability

The security of your data is important to us, but remember that no method of transmission over the Internet, or method of electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your Personal Data, we cannot guarantee its absolute security.
You may reach out to the Data Protection Commission at https://www.dataprotection.org.gh/ if you feel your privacy rights have been violated.

NCA will determine the period for which it needs to keep your personal data taking into consideration the reasons and purposes for which it was collected.
If we have asked for your consent to process your personal data, you may withdraw that consent at any time.

We may employ third party companies and individuals to facilitate our Service (“Service Providers”), to provide the Service on our behalf, to perform maintenance activities or to assist us in analyzing how our Service is used.
These third parties will have access to your Personal Data only to perform these tasks on our behalf and are obligated not to disclose or use it for any other purpose. Be assured that these Service Providers will be subjected to compliance with the security measures specified under the Data Protection Act, 2012.

Our Service may contain links to other sites that are not operated by us. If you click a third party link, you will be directed to that third party’s site.
We strongly advise you to review the Privacy Policy of every site you visit as we have no control over and assume no responsibility for the content, privacy policies or practices of any third party sites or services.

Our Service does not address anyone under the age of 18 (“Children”).
We do not knowingly collect personally identifiable information from anyone under the age of 18. If you are a parent or guardian and you are aware that your Child has provided us with Personal Data, please contact us. If we become aware that we have collected Personal Data from children without verification of parental consent, we will take steps to remove that information from our servers.

We may update our Privacy Policy from time to time and will notify you of any changes by posting the new Privacy Policy on this page.
We will let you know via e-mail and/or a prominent notice on our Service, prior to the change becoming effective and update the “effective date” at the top of this Privacy Policy.
You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective when they are posted on this page.

If you have any questions about this Privacy Policy or any complaints/queries about how NCA is handling your personal data please contact us:

• By visiting this page on our website: https://complaints.nca.org.gh/
• By sending us an e-mail on info@nca.org.gh
• By calling us on 0302-771-701/0302 776-621