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Complaints Resolution Procedure

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1. Written Complaint to the Operator

  • REGARDING BILL AMOUNT submit within 30 days from the due date of the invoice
  • REGARDING SERVICE QUALITY submit within 30 days from the date of service provision
  • REGARDING BREACH OF CONTRACT TERMS OR VIOLATION OF RIGHTS RELATED TO OPEN INTERNET ACCESS within 15 days from the date of becoming aware of the operator''s action or omission
The Operator is obliged to respond within 15 days (30 days for services with special tariffs)
 
Make sure to pay the undisputed amount of the invoice or the average amount of the last three invoices!

2. Commission’s Appeal to the Consumer Complaints at the Operator

  • Submit within 30 days from the date of receiving the operator''s response
The Operator is obliged to respond within 30 days
 
If you have not received a response to your complaint or objection, proceed further according to the described procedure.

3. Request for Dispute Resolution to HAKOM

  • Submit within 30 days from the date of receiving the response from the operator''s commission
  • To enclose:
    • Request for dispute resolution
    • Copy of the complaint to the operator and the operator''s response
    • Copy of the complaint to the operator''s commission and the commission’s response
    • Copy of the disputed invoice
    • Copy of any other available documentation (contract, power of attorney if you are not the contract signatory, measurement results from HAKOMetar)
  • You can send by mail to the address:
    • Croatian Regulatory Authority for Network Industries
      Ulica Roberta Frangeša-Mihanovića 9, 10110 Zagreb
    • Via e-complaint application e-žalbe
HAKOM will make a decision or resolution within the shortest possible time, and no later than 60 days from the date of submitting a complete request for dispute resolution.