Consumers
You can submit a dispute resolution request to HAKOM after you have previously gone through the two-stage procedures with your operator, which consists of submitting a complaint to the operator and a complaint (reclamation) to the Consumer Complaints Commission at the operator.
HAKOM settles disputes between users and operators by issuing a decision based on the opinion of the, Commission for the Protection of Users' Rights which includes experts from HAKOM, and representatives of consumer protection associations. The decision of HAKOM is binding for both the user and the operator, and it's possible to initiate an administrative dispute against the decision.
You can contact us on weekdays from 9:00 to 11:30 at the telephone number +385 (0)1 700 70 60 (User Protection Department).
Learn about your rights and obligations and the way services are used to prevent potential difficulties...
- Complaints Resolution Procedure
- Contract Formation
- Provision of services on fixed network
- Modification of Contractual Terms
- Contract Termination
- Universal Service
- Relocation of Service
- Change of Operator and Number Portability (Switching)
- Service Interruption (Fault) in Fixed Network
- The speed of internet access in a fixed network
- Service Quality in Mobile Networks
- Roaming in EU/EEA Countries
- International Calls and SMS to other EU/EEA Countries
- Services with Special Tariffs
- Malicious and Unwanted Electronic Communications (EC)
- Protection of Persons with Disabilities
- Child Protection on the Internet