My phone or internet is down: do I get compensation in Croatia?
Report a fixed-line fault by phone, post, email or in a shop. Within 3 days the operator must tell you when and how it will be fixed. If an unrepaired fault kept you offline beyond 24 hours, your monthly fee is cut for those days.
When your line is down, your provider has to repair it. In some countries you get compensation if a fault is not fixed in time; what applies in Croatia, and what it means for emergency calls, is below.
📜 The rules in Croatia
Compensation
€30 per started day of delay after the repair deadline (5 days for equipment, 15 days for other faults), for at most 15 days. Separately, a fault not fixed within 24 hours cuts your monthly fee for each day without service.
Emergency calls
Calls to 112 and to 192, 193, 194 and 195 are free from any phone. Even if your line is cut off for unpaid bills, emergency calls still work.
The details
- If the service is completely down: a fault on equipment the operator gave you, such as the modem, must be fixed within 5 days; other faults within 15 days. Otherwise you can cancel without an early-termination fee or claim compensation. (hakom.hr)
- Claim it with a written complaint about service quality, together with your request to cancel or to be paid. If the fault is still not fixed after 45 days, you can also cancel without a fee, even if you were compensated. (hakom.hr)
- No compensation is due if the delay was caused by force majeure, by you, or by a third party blocking access, provided the operator acted in time. (hakom.hr)
- You can follow the status of a reported fault at any time by phone or online, using its unique fault reference. (hakom.hr)
- Mobile networks: lower quality or no service where there is no coverage gives no right to a lower fee or a free exit. (hakom.hr)
- 112 is free from all public networks and every phone, including payphones. Other emergency numbers: 192 police, 193 fire brigade, 194 ambulance, 195 sea rescue. (hakom.hr)
- Even when your line is temporarily cut off for unpaid bills, you can still receive calls in Croatia and call emergency services and your operator's free customer service number. (narodne-novine.nn.hr)
Hrvatska regulatorna agencija za mrežne djelatnosti (HAKOM)
Telecom regulator: explains your rights on its user protection line (working days 9:00–11:30) and settles disputes with operators after the operator's two-stage complaint procedure.
🪜 Step by step
- Report the fault right awayCall or use the provider’s fault service, and note the date, time and reference number.
- Keep a recordWrite down how long the service is down and what you could not do.
- Ask for compensation or a refundIf the fault is not fixed in time, ask in writing for the compensation or price reduction that applies.
- Escalate if neededIf the provider refuses, complain in writing and then go to the dispute body.
📇 Who to contact
❓ Questions
Can I still call emergency services during an outage?
Emergency calls from a mobile phone usually go through any available network. If your phone cannot connect, ask someone nearby to call.
Is a short outage compensated?
Usually only longer faults or missed repair appointments are. The rule for Croatia, if there is one, is on this page.
What if the faults keep coming back?
Repeated faults can give you the right to a lower price or to end the contract. Ask the regulator or the dispute body.
📎 Sources
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