HAKOM Publishes the Report on End-User Disputes in Electronic Communications for 2025
During 2025, a total of 833 requests for dispute resolution were submitted to HAKOM, representing an increase of 118 compared with the previous year. The Report provides a comprehensive overview of the structure of the disputes, the most common grounds for initiating the proceedings, and an analysis of the decisions and rulings that were adopted.
Of the total number of requests received, 274 cases were concluded by the discontinuation or dismissal of the proceedings, or on the grounds of a lack of jurisdiction, while a decision on the merits was adopted in the remaining 559 cases. In 85 per cent of those cases, HAKOM upheld the decisions issued by the operators at the second instance, while in the remaining cases it reached a different conclusion within the scope of its statutory powers. The proportion of upheld decisions has shown a steady increase in recent years.
HAKOM regularly analyses the requests that are received and resolved, and publishes the reports in order to ensure transparency and to strengthen users’ confidence in the system for the protection of their rights. The Agency will continue to monitor the patterns of recurring grounds for disputes and, where necessary, take appropriate measures within the framework of its statutory powers.
The Report is available on the HAKOM website at the following 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.