Annual Report on Customer Disputes for 2024 Published
ZAGREB, February 27, 2025 - The Croatian Regulatory Authority for Network Industries (HAKOM) has published its Report on Customer Disputes with Electronic Communications Operators for 2024 on its official website. This report, which includes an analysis of resolved disputes, is primarily aimed at operators to enhance their practices in resolving disputes at the first and second levels.
The report highlights a slight increase in the number of disputes initiated under the Electronic Communications Act, which represents the third level in the process of resolving customer requests, after customers have exhausted their options for complaints and grievances with their operators. HAKOM regularly analyses resolved requests and publishes the results twice a year, aiming to encourage operators to resolve customer complaints as efficiently as possible.
More detailed information is available in the report at the link.
For additional information please contact:
Croatian Regulatory Authority for Network Industries (HAKOM)
- Roberta Frangeša-Mihanovića 9 Street
- 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: www.hakom.hr
About Hakom
HAKOM - 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 expertise in market regulation.