How to File a Complaint

Appeals Procedure

HAKOM resolves disputes between postal service providers and users solely after the completion of the procedure before the postal service provider, based on a written request for dispute resolution accompanied by the relevant documentation.

If, after the decision of the postal service provider (first instance) and that of its Consumer Complaints Commission (second instance), you still believe that your postal item has not been delivered to the addressee, has been delivered late, or has not been delivered in the condition in which it was handed over for transmission or despatch, or if you believe that your rights under the Postal Services Act have been violated, you may submit a request to HAKOM for dispute resolution. This request must be submitted within 30 days.

As a rule, HAKOM resolves disputes between postal service providers and users without holding an oral hearing, in a transparent, objective and non-discriminatory manner, based on the proposal of the Consumer Rights Protection Commission - an advisory body established within HAKOM pursuant to the special law governing consumer protection.  

Phase I - Complaint to the Postal Service Provider (first-instance procedure)
How?

By submitting a written complaint clearly stating the reasons for the complaint following an undesired event (loss of the postal item, damage or reduction of the contents of the postal item, exceeding the deadline for the transfer and delivery of the postal item, or in cases where the postal service provider has not performed the service or has not performed it in full), it is necessary to obtain from the postal service provider a written document (Claim Form, Report on the Defectiveness of the Item, Request for Refund of the Paid Postal Service Fee, or similar documentation) in which the postal service provider states in writing what they consider to have happened to your item - instructions are provided by each postal service provider.

To whom?

To the competent department of each postal service provider (post office, sorting centre, branch office, contact centre, customer service, or similar) - instructions are provided by each postal service provider.

When?

For all complaints related to the transfer of postal items (non-delivery of the item to the recipient, exceeding the deadline for transfer and delivery, refund of an overpaid postal service fee, etc.), the complaint must be submitted to the postal service provider within three months from the date the postal item was handed over in domestic traffic, or within six months from the date the postal item was handed over in international traffic. Exceptionally, the recipient or another authorised person must submit a complaint immediately upon receipt of a damaged postal item or an item with reduced contents; if this is not done for justified reasons, the complaint may be submitted after delivery only if the recipient provides evidence that the damage or reduction in contents did not occur after the item was delivered.

Resolution Deadline!

The postal service provider is obliged to deliver a written response to the user on the validity of the submitted complaint within a maximum of 30 days from the date of receipt of the complaint in domestic traffic, or within a maximum of 60 days from the date of receipt of the complaint in international traffic.

Phase II - Complaint to the Service Provider’s Consumer Complaints Commission (Second-Instance Procedure)

How?

If the user is not satisfied with the decision regarding their complaint in the first-instance procedure, they have the right to submit a complaint to the Consumer Complaints Commission of the postal service provider within 30 days from the date of receipt of the written reply.

To whom?

To the Consumer Complaints Commission of the postal service provider - instructions are provided by each postal service provider.

When?

Immediately upon receipt of the postal service provider’s written response (first-instance decision), but no later than within 30 days.

Resolution Deadline!

The Consumer Complaints Commission of the postal service provider must send a written reply to the user within 30 days of receiving the complaint.
 

Phase III - Procedure at the Croatian Regulatory Authority for Network Industries (HAKOM)

When?

If the user is not satisfied with the decision of the Consumer Complaints Commission at the postal service provider (the second-instance decision), they may submit a written request for dispute resolution to HAKOM within 30 days from the date of receiving the commission’s written response. The form for the Request for Dispute Resolution under Article 55 of the Postal Services Act is can be found here.

Along with the written request for dispute resolution, the user must enclose the following: a copy of the complaint submitted to the postal service provider together with the provider’s response, and a copy of the complaint lodged with the provider’s commission together with the commission’s response. In addition, the user must provide copies of any other available documentation (relevant evidence supporting the claim, such as the certificate of posting, claim form, report on irregularities concerning the postal item, request for a refund of postal service charges, and similar documents).

If the postal service user files a lawsuit with the competent court on the same factual and legal basis during the dispute resolution procedure, HAKOM will suspend the dispute resolution process.

To whom and how?

By post to the address:

By fax:

By email:

postanske-usluge@hakom.hr

Note: The dispute resolution request must include copies of the documentation specified above.

If needed, you may also contact us by telephone between 09:00 and 11:30, Monday to Friday, by calling +385 1 700 70 55.

Resolution Deadline!

HAKOM will issue a decision on the user’s submitted request for dispute resolution as soon as possible, and no later than four months from the date of submitting a complete request.