Phone or internet contract — HAKOM · Croatia

Direct answer

Telecom providers have a legal complaints procedure with a deadline, and a regulator behind it. Complain to the provider in writing first — billing, speed far below the contract, a line down for days, a switch you never asked for. If they do not solve it within the deadline, HAKOM — rješavanje sporova (01 7007 007) — the telecom regulator or its dispute service for Croatia — decides for free, and providers follow. Državni inspektorat — tržišna inspekcija (01 2375 100) helps with contract terms; Centar za mirenje HGK / Sud časti HGK (hgk.hr) is the general dispute body if the case is about the sale rather than the service.

Call firstHAKOM — rješavanje sporova

Report toDržavni inspektorat — tržišna inspekcija

If that failsCentar za mirenje HGK / Sud časti HGK

🗣️ What to say

"Contract [number]. Since [date] [the line is down / the speed is [x] instead of [y] / the invoice charges [item] I never ordered]. I make a formal complaint and ask for [repair / correction / release from the contract] within the legal deadline. I pay the undisputed part meanwhile."

🪜 Step by step

Complain to the providerIn writing, "formal complaint", contract number. Note the date — the deadline starts here.
Measure and recordSpeed tests at different times, outage dates, screenshots of the contract's promised speed.
Know your exitsA line consistently far below the promised speed, or a price increase mid-term, lets you leave without penalty under EU telecom rules.
Escalate to HAKOM — rješavanje sporovaFree dispute resolution; the decision is usually binding on the provider.
Switch without a gapNumber portability is a right and takes one working day; the new provider handles it.

📇 All contacts

HAKOM — rješavanje sporovaDisputes with telecom operators, freeAfter complaining to the operator without a solution📞 01 7007 007 🔗 www.hakom.hr

Državni inspektorat — tržišna inspekcijaReports, inspections, fines for tradersWhen the shop refuses📞 01 2375 100 🔗 dirh.gov.hr/podnosenje-prijava/83

Centar za mirenje HGK / Sud časti HGKADR; the trader usually settlesAfter a written complaint without a solution🔗 www.hgk.hr/centar-za-mirenje

Europski potrošački centar HrvatskaFree help with sellers in other EU countriesSeller in another EU country, Norway or Iceland🔗 ecc-croatia.hr

❓ Frequently asked

They switched me to a new plan without asking

Not allowed. Demand the old plan back in writing and complain to HAKOM — rješavanje sporova; unrequested changes are a recurring enforcement topic.

Can I cancel because the speed is bad?

Yes, if there is a significant, continuous or regular discrepancy between the real and the contractual speed. Keep the measurements.

The outage lasted a week — compensation?

Many countries oblige a credit per day of outage after a report. Ask for it explicitly; providers rarely add it themselves.

📎 Sources

Last checked: 2026-09-26

🔎 Common searches

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“internet provider complaint Croatia”
“telecom regulator dispute Croatia”
“phone company overcharging complaint”
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