Hakom - Croatian Post and Electronic Communications Agency
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Second-instance procedure
Stage I – resolution of complaints with the operator of electronic communications services in the fist-instance procedure
How?
- WRITTEN COMPLAINT:
In which you should describe the reason for your complaint and include the following information depending on whether your complaint refers to: a) charged amount, b) quality of services.
a)
Information on the subscriber: (name, surname, address, connection number…)
complaint to the bill for ……….. month of the year ………….
complaint to service provided ……………….. containing the description of the matter, the reason why the charged service is being disputed (e.g. charged traffic in the national network…….)
Date and signature
b)
Information on the subscriber (name, surname, address, connection number…..)
Date/time of occurrence ………….
Complaint to the service …………. describing the occurrence (e.g. Internet traffic rate....)
Date and signature
To whom?
- TO THE COMPETENT SERVICE OF THE OPERATOR – instructions given by the operator
The complaint has to be sent to the operator’ address in one of the ways prescribed by the operator
When?
Deadlines:
30 days from the due date of the bill or 30 days from the problem arising
Stage II – resolution of complaints with the operator in the second-instance procedure
If you are not satisfied with the resolution of your complaint in the fist-instance procedure, follow the instructions of the operator and file a written complaint to the Complaints Commission with your operator in which a representative of the consumer protection association takes part.
The complaint has to contain the description of the reason for the complaint, and list the following information, depending on whether the complaint refers to a) charged amount, b) quality of services.
a) and b)
Complaint to the decision on the resolution of the complaint no. ………. the answer of the operator usually has a register number or some other designation
a)
Information on the subscriber: (name, surname, address, connection number…)
complaint to the bill for ……….. month of the year ………….
complaint to provided service ……………….. (e.g. charged traffic in the national network…….)
Date and signature
b)
Information on the subscriber (name, surname, address, connection number…..)
Date/time of occurrence ………….
Complaint to the service …………. (e.g. Internet traffic rate....)
Date and signature
