New consumers’ rights in force as of tomorrow

• The operator must unlock a device at the request of the user free of charge, at any time if the user concluded the subscription contract. In case of the “prepaid” service, unlocking can be requested after service was used for one year with the presentation of the receipt for the purchase of the device. The period for unlocking of device is 15 days.
• The minimum period in which the user is able to use all the contracted services after the account renewal by a voucher is at least three months as of the renewal. The restrictions do not apply to the duration of a specific tariff or option and it implies that the user has enough money on the account after the account renewal for a specific service.
• At consumer’s request the operator must enable the use of a five-day trial period in the public mobile communications networks for public voice service (calls, SMS, MMS) and/or the access to the internet. During that period the user can see whether the service is in accordance with his/her needs and whether he/she will keep using the service or not. The user is entitled to pay only the actual costs excluding the payment of any penalties due to possible cancelation of the service.

At the beginning of September a new provision on the transparent information overview contained within the application to establish subscription contract enters into force, according to which, after the informatization of entire process is completed, the operators will be obliged to provide all necessary information about the fixed tariff and contracted package costs and not only the information about the tariff name and contract duration. Therefore, in this way it will be possible to avoid many cases when the users have complained that the costs of the services when being contracted were not communicated in an easily understandable and transparent way.

The amendment to the ordinances are available at the following link https://www.hakom.hr/default.aspx?id=3690
 
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For additional information please contact:

Croatian Regulatory Authority for Network Industries (HAKOM)
Roberta Frangeša Mihanovića 9
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: https://www.hakom.hr/
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