Accra: Fraud, hidden subscriptions, expensive internet services, and poor complaint resolution continue to frustrate telecom consumers in Ghana, according to a new nationwide consumer survey by CUTS International Accra. The report, titled "The State of the Ghanaian Consumer 2025," highlights the persistent concerns of consumers regarding fraudulent lottery messages, unsolicited text messages, hidden subscriptions, unexplained deductions from airtime balances, poor internet connectivity, poor call quality, and the high cost of data.
According to Ghana Web, the survey identified the sale of pre-registered SIM cards and activated SIMs as a significant consumer protection concern. Covering 1,795 consumers across eight sectors, the survey also raised issues about high mobile money transaction costs and fraud risks within the telecommunications sector.
CUTS noted that many consumers unknowingly subscribe to third-party services, leading to unauthorized deductions from their airtime. Additionally, consumers continue to receive unwanted promotional messages. Lengthy SIM registration processes also surfaced as a major issue, with some consumers reportedly spending an entire day at registration centers.
Beyond these service quality concerns, the report emphasized that consumer awareness of complaint and redress mechanisms remains low, leaving many users without effective avenues to seek resolution when their rights are violated. The survey calls for stronger regulatory enforcement, greater transparency in billing and subscriptions, improved network quality, and increased public education on consumer rights.