HAKOM Adopts New Decisions on Universal Internet Access Service
What is the universal internet access service?
In short, it is an internet and voice communication service of a certain quality that MUST be available to every citizen of the Republic of Croatia at any reasonable location and at an affordable price. It also includes special offers with service prices tailored to the needs of socially vulnerable groups of citizens.
Why is it important and why does it exist?
Operators have their own commercial offers, which they provide where there is availability - that is, where they can install a connection and meet the speeds and other quality parameters agreed with the users. Some users live in areas where internet infrastructure is still based on copper lines, and the distance to their home is too long to support higher speeds or the required quality. If they try to sign up for an internet package with a minimum speed of 14 Mbit/s at all times, operators may not have the technical capability to provide the connection and may reject the request. In that case, the user can contact the operator designated as the provider of the universal internet access service and request the service from them, thereby obtaining an internet connection at their location. From 1 January 2025, the minimum speed for the universal service will be increased from 7 to 14 Mbit/s. The price of the "new" universal internet access service - with a minimum data allowance of 100 GB per month and an upload speed of at least 1 Mbit/s - should not exceed EUR 29.21 (VAT included).
At the same time, the universal service also implies affordability and social sensitivity, ensuring that everyone has the opportunity to use the internet daily for work, education, government online services such as e-Citizens, as well as everything else that has become essential or commonplace to carry out online. Therefore, certain categories of socially vulnerable citizens are entitled to a social package from universal service providers, regardless of where they live. The price of this social internet access package must not exceed EUR 6.77 (VAT included).
Which operators are designated as universal service providers?
As of 1 January 2025, when it comes to availability, Hrvatski Telekom will no longer be the only operator required to provide a universal internet access connection upon a user's request. In areas where A1 and Telemach have a certain level of network development and availability, they too will be obligated—alongside Hrvatski Telekom—to provide connections when requested by a user. All three operators are required to offer socially sensitive internet access packages on their own infrastructure across the entire territory of the Republic of Croatia.
How and within what timeframe is a universal internet access connection provided?
Upon receiving a user’s request, the universal service provider must establish the connection within a maximum of 30 days. The technical solution is at the discretion of the operator and may involve building entirely new infrastructure, upgrading existing systems, or providing the connection via wireless communications.
Who is eligible and how to apply for the socially sensitive internet access package?
As of January 1, 2025, the range of users from socially sensitive groups will be expanded. To exercise this right, a request must be submitted to the operator, and the user's status must be confirmed with a decision or certificate from the relevant institutions as proof of entitlement. In the coming year, the following socially sensitive groups will be eligible for the socially sensitive internet access package
In short, it is an internet and voice communication service of a certain quality that MUST be available to every citizen of the Republic of Croatia at any reasonable location and at an affordable price. It also includes special offers with service prices tailored to the needs of socially vulnerable groups of citizens.
Why is it important and why does it exist?
Operators have their own commercial offers, which they provide where there is availability - that is, where they can install a connection and meet the speeds and other quality parameters agreed with the users. Some users live in areas where internet infrastructure is still based on copper lines, and the distance to their home is too long to support higher speeds or the required quality. If they try to sign up for an internet package with a minimum speed of 14 Mbit/s at all times, operators may not have the technical capability to provide the connection and may reject the request. In that case, the user can contact the operator designated as the provider of the universal internet access service and request the service from them, thereby obtaining an internet connection at their location. From 1 January 2025, the minimum speed for the universal service will be increased from 7 to 14 Mbit/s. The price of the "new" universal internet access service - with a minimum data allowance of 100 GB per month and an upload speed of at least 1 Mbit/s - should not exceed EUR 29.21 (VAT included).
At the same time, the universal service also implies affordability and social sensitivity, ensuring that everyone has the opportunity to use the internet daily for work, education, government online services such as e-Citizens, as well as everything else that has become essential or commonplace to carry out online. Therefore, certain categories of socially vulnerable citizens are entitled to a social package from universal service providers, regardless of where they live. The price of this social internet access package must not exceed EUR 6.77 (VAT included).
Which operators are designated as universal service providers?
As of 1 January 2025, when it comes to availability, Hrvatski Telekom will no longer be the only operator required to provide a universal internet access connection upon a user's request. In areas where A1 and Telemach have a certain level of network development and availability, they too will be obligated—alongside Hrvatski Telekom—to provide connections when requested by a user. All three operators are required to offer socially sensitive internet access packages on their own infrastructure across the entire territory of the Republic of Croatia.
How and within what timeframe is a universal internet access connection provided?
Upon receiving a user’s request, the universal service provider must establish the connection within a maximum of 30 days. The technical solution is at the discretion of the operator and may involve building entirely new infrastructure, upgrading existing systems, or providing the connection via wireless communications.
Who is eligible and how to apply for the socially sensitive internet access package?
As of January 1, 2025, the range of users from socially sensitive groups will be expanded. To exercise this right, a request must be submitted to the operator, and the user's status must be confirmed with a decision or certificate from the relevant institutions as proof of entitlement. In the coming year, the following socially sensitive groups will be eligible for the socially sensitive internet access package
- Recipients of guaranteed minimum compensation,
- Recipients of the inclusive allowance at the first, second, or third level of support who are not provided with accommodation or organized housing services,
- Recipients of the national allowance for elderly persons,
- Recipients of financial aid for unemployed war veterans from the Homeland War and members of their families,
- Recipients of financial aid for civilian victims of the Homeland War,
- Recipients of compensation for vulnerable energy consumers (this right can also be exercised by household members of the previously mentioned categories).