New Data Published on the Quality of Operator Services

The report on the quality of services in fixed and mobile networks is one of the methods used to monitor the standard of service provision.

Zagreb, 28 April 2025 - In accordance with the Ordinance on the Manner and Conditions for Performing Activities Related to Electronic Communications Networks and Services, operators with higher revenues are required to submit data on the quality of services provided in their networks every six months. Upon receiving the data, HAKOM analyses it and subsequently publishes the results.

The measured indicators include: the time taken to establish service at a fixed location, the fault ratio per access line, the time taken to repair faults on access lines, the response time of customer service, the response time for access to directory enquiry services, the frequency of complaints regarding billing accuracy, call setup time, the extent of issues related to the number portability process, the proportion of failed calls, and call signalling delay.

The results for the second half of the previous year indicate progress in certain areas, such as improved response times from customer support. However, challenges remain in the areas of service connection times and the average time required to resolve faults—though these still fall within the legally prescribed limits. This suggests a need for further optimisation of work processes related to new service connections. HAKOM welcomes the efforts made by operators to provide high-quality services to their users, but also encourages further commitment to improving customer satisfaction.

The quality of service provision is analysed at least twice a year in order to protect the interests of end users. Publishing the results ensures transparency regarding all data relevant to choosing an operator.

The full report can be found here.