Hakom - Croatian Post and Electronic Communications Agency
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How to complain to HAKOM
Guidance for the users of electronic communications services on how to complain on the charged amount or service quality – procedure before HAKOM
Croatian Post and Electronic Communications Agency resolves disputes between operators and users of electronic communications services upon completed procedure with the operator and on the basis of a written request for the resolution of the dispute.
The Agency resolves disputes and adopts decisions on the basis of the submitted documentation, it does not hold hearings or receive parties.
The Agency resolves disputes and adopts decisions on the basis of the submitted documentation, it does not hold hearings or receive parties.
In the procedure of resolution of disputes, HAKOM may adopt an appropriate decision, an opinion or a proposal, on the basis of an opinion of the Consumer Protection Commission, an advisory body within the Croatian Post and Electronic Communications Agency.
It is important to emphasise that while the decisions are binding for the operators, opinions and proposals represent only a general attitude on possible resolution of disputes, and are not binding for the operators. In that case, the user may request the dispute to be resolved at court.
You can check the status of your complaint on the Agency’s web page. This service shall be accessible to the registered user. (Link to e-Complaints)
The procedure with the Croatian Post and Electronic Communications Agency
In case of unfavourable answer from the operator’s Consumer Complaints Commission, you may file a written request to HAKOM for the resolution of the dispute, within 30 days from the date of the receipt of the Commission’s answer in the following manner:
A) Written request to the address:
Hrvatska agencija za poštu i elektroničke komunikacije
Roberta Frangeša Mihanovića 9
10 110 Zagreb
WHAT TO ENCLOSE:
- Request for resolution of dispute
- Copy of the disputed bill
- Copy of the list with dialed numbers
- Copy of the complaint to the operator
- Copy of the operator’s answer
- Copy of the complaint to the operator’s Commission
- Copy of the Commission’s answer
- Other available documentation (contract, conditions …)
B) By fax:
+385 1 700 70 70
The documentation as specified in A) must be enclosed
NOTE: The request shall be taken into consideration only after the receipt of the full documentation.
C) On-line form
The required scanned documentation must be enclosed.
NOTE: The request shall be taken into consideration only after the receipt of the full documentation.
You can check the status of your complaint on the Agency’s web page.
