My phone or internet provider will not solve my complaint: where can I go for free in Croatia?
HAKOM settles disputes between consumers and operators about bills, service quality, contract breaches or open internet access, but only after a two-stage complaint at the operator: a written complaint, then a complaint to the operator's consumer complaints committee.
If your provider does not solve your complaint, an independent body can look at it, usually free of charge for you. You normally have to complain to the provider first; how to file in Croatia is below.
📜 The rules in Croatia
The details
- Complaint to the operator: within 30 days of the bill's due date (bills), 30 days of the service (quality) or 15 days of learning of the problem (contract or open internet). The operator must answer within 15 days. (hakom.hr)
- Committee: within 30 days of the operator's answer; it must reply within 30 days. HAKOM: within 30 days of the committee's answer. If you get no answer at either stage, continue to the next step anyway. (hakom.hr)
- Send HAKOM's dispute form with copies of your complaint, the committee complaint, both answers, the disputed bill and other evidence such as the contract or HAKOMetar results, by post or by email to OZK@hakom.hr. (hakom.hr)
- While the case runs, pay the undisputed part of the bill or your average of up to the last 3 months. If you keep paying undisputed bills, the operator may not cut you off, send reminders or start debt collection. (narodne-novine.nn.hr)
- HAKOM decides on the opinion of a user rights committee that includes consumer association representatives. The decision binds you and the operator; you can challenge it in an administrative dispute. (hakom.hr)
HAKOM – rješavanje sporova između krajnjih korisnika i operatora
Decides disputes between consumers and operators after the two-stage complaint at the operator; the decision binds both sides.
Free dispute resolution
HAKOM – rješavanje sporova između krajnjih korisnika i operatora
What to do first: First send a written complaint to your operator (within 30 days for a bill or service quality, otherwise 15 days). If you disagree with the answer, complain to the operator's consumer complaints committee within 30 days of receiving it.
Time limit: File the dispute request with HAKOM within 30 days of receiving the committee's answer. HAKOM decides as soon as possible, at the latest within 60 days of a complete request.
🪜 Step by step
- Complain to the provider firstWrite down what went wrong, what you want and by when. Keep the complaint reference.
- Wait for the answerGive the provider the time the rules allow. Keep all emails, letters and chat logs.
- File with the dispute bodyUse its online form or address, and attach your complaint and the provider’s answer.
- Decide on the outcomeCheck whether the result is binding. If it is not, you can usually still go to court.
📇 Who to contact
❓ Questions
Does it cost anything?
For consumers it is usually free. The details for Croatia are on this page.
Do I need a lawyer?
No. You can file yourself; the procedure is designed for consumers.
Does the provider have to take part?
That depends on the rules in Croatia. Check the dispute body’s own page, linked here.
📎 Sources
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