Hakom - Croatian Post and Electronic Communications Agency

ZAGREB, September 3, 2015 - Tomorrow, HAKOM’s Provision on Ordinance on the Manner and Conditions for the Provision of Electronic Communications Networks and Services enters into force, regarding the obligation of quoting the basic prices and all belonging fees, found in the application to close subscriber’s agreement for the service and tariff selected by the end-user according to the selected operator’s price list. In this way, without checking the price list, all end-users will be acquainted with total monthly fixed costs and tariff model which will be paid on a monthly account before signing thus confirming that they are familiar with the general terms and conditions, terms of use of the tariff model or package and with the price.
 
This measure was adopted due to the complaints of the end-users who believed that prices and service terms and conditions were not explained in a clear and transparent manner when contracting, in other words they were not provided with all necessary information. Therefore, HAKOM believes that these situations, where the customers were surprised by the total cost of their monthly bill, will be avoided. This measure prescribed by HAKOM is just a step further in protecting the end-users’ rights but the contracted papers should still be thoroughly examined. The signed application by the end-user, along with the terms and conditions, the terms of use of selected tariff and the price list are considered to be integral part of the contract signed between the operator and the end-user. Furthermore the users with their signature on the application, in other words, the contract, confirm that they are familiar with all terms and accept them.
 
The impact of this measure is expected in the sales of electronic communications services outside the operator’s business premises, the so-called "door to door" sale, where the biggest problems were noticed regarding the clear and unambiguous explanation of the service cost for the users. In the application, prior to signing the contract, the end-users are kindly requested to check whether the price verbally agreed is the one written in the agreement. However, all irregularities related to the Provisions carried out by the operator or their sales representatives should be reported to HAKOM.
 
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For additional information please contact:

Croatian Regulatory Authority for Network Industries (HAKOM)
Roberta Frangeša Mihanovića 9
10110 Zagreb, Croatia
Tel. + 385 (0) 1 700 70 07
Fax + 385 (0)1 700 70 70

Media inquiries can be submitted online using HAKOM’s official website: 
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