HAKOM: May 1, 2015. New consumers’ rights and enhanced supervision of the operators

PRESS RELEASE

On May 1, 2015. ,new consumer rights in electronic communications are coming into force, therefore HAKOM will enhance the supervision on the Croatian market ensuring that new regulations are being followed by the operators.

Zagreb, April 21, 2015.- Croatian Regulatory Authority for Network Industries (HAKOM) announces that, in ten days, i.e., on May 1, 2015. new consumers’ rights in electronic communications prescribed by the Ordinance on the Manner and Conditions for the Provision of Electronic Communications Networks and services are coming into force.

The most important news for consumers and users in electronic communications services are as follows:

The operator must unlock a device at the request of the user free of charge, at any time if the user contracted subscription previously. In case of the “pre-paid” service, unlocking can be requested after a year of service with the presentation of the bill for the purchase of the device. Time required to unlock device is up to 15 days.

The minimum period in which the user is able to use all the contracted services after the account renewal by a voucher is at least three months as of the renewal. The restriction does not apply to the duration of a specific tariff or option and it implies that the user has enough money on the account after the account renewal for a specific service.

The operator must enable the use of trial period within the five days in public mobile communications networks for public voice service (calls, SMS, MMS) and/or the access to the internet during which the operator see whether the service is in accordance with her/his needs and whether she/he continues to keep the service or not. The user shall be entitled to pay only the actual costs excluding the payment of any penalties due to possible cancelation of service.

By coming into force of new provisions, HAKOM will intensify the carryng out of inspections and monitoring market, ensuring that all operators follow the prescribed regulations. At the same time the users are free to report all irregularities regarding the implementation of new regulatory obligations in case they notice it, and HAKOM's inspectors will then adopt appropriate measures against the violators.

All irregularities related to the new regulatory obligations can be submitted to email address nova.prava@hakom.hr.

The Ordinance is available at : default.aspx?id=3690

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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.