🩺 I depend on medical equipment or I am vulnerable: is there extra protection in Croatia?

Vulnerable and medical customers

Since 15 October 2026 the Electricity Market Act bans cutting off electricity to vulnerable customers (ugroženi kupci) and customers affected by energy poverty, and nobody may be disconnected over a bill they have complained about or taken to out-of-court dispute resolution. Vulnerable-customer status is granted through the Hrvatski zavod za socijalni rad and also brings 70 EUR a month towards energy bills until 31 March 2027.

• Suppliers and grid operators must offer ways to avoid a cut-off: flexible repayment plans, debt advice and, where available, financing, vouchers or subsidies (Art. 43.a). HERA must bring its general conditions and quality-of-supply rules into line within six months. (narodne-novine.nn.hr)
• Who counts as a vulnerable customer: low-income households, for example on the guaranteed minimum benefit or the national benefit for older people. Apply at your regional office of the Hrvatski zavod za socijalni rad; the 70 EUR monthly allowance for electricity, gas or heat runs until 31 March 2027. (gov.hr)
• Before any planned cut-off, the supplier must tell a household in good time about alternatives at no extra cost: sources of support, prepayment schemes, energy audits, energy advice, repayment plans, debt advice or a moratorium on the cut (Art. 20(15)). (narodne-novine.nn.hr)
• For everyone else: HEP ODS must warn you at least 48 hours before a cut, and a cut may not start on a Friday, Saturday, Sunday, a public holiday or the day before one (HERA general conditions NN 100/2022, Arts. 111–112). (narodne-novine.nn.hr)