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, The State of the Ghanaian Consumer 2025, found that consumers remain concerned about 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. It also identified the sale of pre-registered SIM cards and activated SIMs as a major consumer protection concern.

The survey, which covered 1,795 consumers across eight sectors, also highlighted concerns over high mobile money transaction costs and fraud risks within the telecommunications sector.

CUTS said many consumers unknowingly subscribe to third-party services, leading to deductions from their airtime, while others continue to receive promotional messages they did not request. The report also cited complaints about lengthy SIM registration processes, with some consumers spending an entire day at registration centres.

Beyond service quality concerns, the report said consumer awareness of complaint and redress mechanisms remains low, leaving many users without effective avenues to seek resolution when their rights are violated. It called for stronger regulatory enforcement, greater transparency in billing and subscriptions, improved network quality and increased public education on consumer rights.