How to File a Complaint

Complaints Procedure

HAKOM considers passenger complaints once the procedure with the railway undertaking or station manager has been completed, based on a written complaint for dispute resolution accompanied by the relevant documentation.

If you are a passenger wishing to file a complaint against a decision made by a railway undertaking or station manager, you must follow the procedure set out in Regulation (EU) 2021/782 of the European Parliament and of the Council of 29 April 2021 on the rights and obligations of rail passengers (hereinafter “Regulation 2021/782”). In the event of an unfavourable decision by the railway undertaking or station manager, the passenger may submit a written complaint to HAKOM.

Passengers may submit a complaint to the railway undertaking or station manager in relation to matters falling within their respective areas of responsibility. Such a complaint must be submitted within three months of the incident to which it relates. Within one month of receiving the complaint, the recipient must provide a reasoned reply or, in duly justified cases, inform the passenger that a response will be provided within no more than three months from the date of receipt of the complaint.

PHASE 1 - PASSENGER COMPLAINT TO THE RAILWAY UNDERTAKING OR STATION MANAGER

How?

The complaint must be submitted in writing and must clearly state the reasons for the complaint.

To whom?

Railway Undertaking - HŽ Putnički prijevoz d.o.o., Zagreb, Strojarska cesta 11
Station Manager - HŽ Infrastruktura d.o.o., Zagreb, Mihanovićeva ulica 12

The complaint should be submitted to the appropriate body according to its area of responsibility, using one of the following methods:

By post to: HŽ Putnički prijevoz d.o.o., Strojarska cesta 11, Zagreb,or to the address of the competent Regional Office to which the complaint, remark, or suggestion relates.
(A list of complaint addresses is available via the “User Guide” link.)
By e-mail to: reklamacije@hzpp.hr
Via the Complaints Book (Form K-93) at official ticket offices where ticket sales are available
(A list of ticket offices handling complaints is available via the “User Guide” link)
By post to:HŽ Infrastruktura d.o.o., Zagreb, Mihanovićeva ulica 12
By e-mail to: infrastruktura.upiti@hzinfra.hr

When?

The passenger must submit a written complaint within three months from the date they became aware of the action, procedure, or omission which they believe infringes their rights under Regulation 2021/782.

Resolution Deadline!

The railway undertaking or station manager is obliged to provide a written, reasoned decision regarding the complaint within one month from the date of receipt of the complaint. In justified cases, the railway undertaking and the station manager shall inform the passenger within one month from the date of receipt of the complaint that a response will be provided within a maximum period of three months from the date of receipt of the complaint.

PHASE 2 - PASSANGER COMPLAINT TO HAKOM

When and to whom?

If the passenger is not satisfied with the response from the railway undertaking or station manager, they may submit a complaint to HAKOM within three months of receiving the information about the rejection of the original complaint.

If no response is received within three months of submitting the original complaint, the passenger has the right to submit a complaint to HAKOM.

How?

By written correspondence to the address: Ulica Roberta Frangeša-Mihanovića 9, 10 110 Zagreb
By electronic means - zeljeznica@hakom.hr
By fax: +385 (0)1 700 70 70

THE COMPLAINT MUST INCLUDE:

Passenger details (full name, personal identification number (OIB), and residential address) and the passenger’s signature
Subject of the complaint (a brief description and reasons for dissatisfaction with the response from the railway undertaking or station manager)
Evidence (travel ticket, copy of notification of delays, etc.)
Copy of the complaint submitted to the railway undertaking or station manager
Copy of the response from the railway undertaking or the station manager regarding the complaint
Any other documentation available that is relevant for resolving the complaint

Resolution Deadline!

HAKOM shall issue a decision as soon as possible, and no later than three months from the date the complaint file is established. In complex cases, this period may be extended to six months, with an obligation to inform the passenger of the reasons for the extension and the expected timeframe for concluding the procedure.

The railway undertaking and the station manager are obliged to comply with HAKOM’s decision.