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New Consumer Rights in Force as of August 1
As of August 1, the operator is obliged to obtain the user's consent after the conclusion of the contract by telephone and his device can be reached at the operator’s point of sale except for his home address.ZAGREB, August 1, 2019 – As of August 1, part of the provisions will be applied in reference to the Ordinance on Amendments to the Ordinance on the Manner and Conditions for Provision of Electronic Communications Networks and Services, which are regulated in detail in the electronic communications services market. According to the provisions of the Ordinance, the user who accepts conditions by telephone on the contracted service must be notified of the contract concluded in a permanent medium, compliant to the consumer protection law. Furthermore, the user shall confirm his information after initially written consent upon receipt regarding the prepaid contract is concluded and how the user could provide confirmation. According to the amendments it is stipulated that the user may, without given reason, terminate the contract within 14 days from the day of consent confirmation, that is, within one year according to the appropriate legal decision that introduced consumer protection rights and official notification it is not closed.
Referring to the device when contracting, the operator is obliged to deliver a contract to the home address of the customer, the operator's sales location, or is head office address, branch office for customers who are legal entities. The notice, included with sent device must be delivered separately aside from the packaging in which the device is located or in a visible place on the packaging.
The Croatian Regulatory Authority for Network Industries (HAKOM) has directed part of its activities on informing and educating the users of electronic communications, and a video was published with the aim to inform end users about new user rights. We would kindly ask you to support us by mans of sharing the information in reference to the video or posting the video itself. The video is on HAKOM’s Youtube channel at the link
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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:
Registration required.
ABOUT HAKOM: HAKOM (www.hakom.hr) - Croatian Regulatory Authority for Network Industries – ensures preconditions for a fair market competition, stable growth and environment for innovations in the electronic communications and postal services market. HAKOM protects users’ interests and the possibility of choice among various communications and postal services at affordable prices, defines sustainable competitive conditions for operators and service providers under fair conditions for return on investment, and provides support to economic growth, public services and the quality of life in the Republic of Croatia by using modern technologies. HAKOM’ strategic goals are: to promote regulation of the electronic communications and postal services market, to support growth of investments and innovations in the electronic communications and postal services market, to provide efficient use of limited resources, to accelerate the growth of broadband products and services, to provide affordable offers of communications and postal services, to provide protection and informing of users, to build an efficient and comprehensive information system, to define and implement efficient processes, and to acquire multi-disciplinary competencies in market regulation.
