New Semi-Annual Data on the Quality of Electronic Communications Services Published

The report on service quality in mobile and fixed networks is prepared twice a year and represents one of the methods for monitoring the quality of services provided.

ZAGREB, 21 November - The Croatian Regulatory Authority for Network Industries (HAKOM) has published an analysis of indicators of the quality of public communications services in mobile and fixed electronic communications networks in the Republic of Croatia for the first half of 2025. In accordance with the Ordinance on the manner and conditions for carrying out activities relating to electronic communications networks and services, operators are required to submit data on the quality of the services they provide every six months. After receiving the data, HAKOM analyses it and subsequently publishes the results. The measured indicators in this report include data on the time taken to establish services at a fixed location, fault repair times, the average response time of customer services, the frequency of complaints regarding billing accuracy, the ratio of dropped calls, achieved data transmission speeds, and call signalling delays. A comparison of data for the previous three half-year periods has also been conducted.

Fixed Networks

In fixed networks, the average time required to establish services has increased from 25 to 33 days. HAKOM considers the increase in the average service establishment time compared with the previous year to be unacceptable, and additional efforts from operators are required in order to optimise and improve efficiency in this area of operations.

At the same time, fault repair times in the fixed network have improved, averaging 43.55 hours, with all operators rectifying faults significantly faster than the prescribed deadlines.

Regarding the performance of customer services, the average response time in the first six months of 2025 stands at 95.35 seconds, representing a positive trend, although the values remain relatively high. HAKOM encourages operators to undertake additional measures to reduce the time required to contact customer services.

In terms of achieved internet access speeds in fixed networks, FTTH optical technology continues to show very consistent and high results, with minimal deviations from the maximum theoretical speeds in both directions among all three operators. These results further confirm the justification for investment in optical infrastructure.
 
Mobile Networks

In mobile networks, the average response time of customer services has improved for the third consecutive period, while the frequency of complaints regarding billing accuracy has decreased and now stands at 0.17 per cent.

The indicator showing the ratio of unsuccessful or dropped calls has recorded a slight increase; however, values remain satisfactory for all operators.
 
Measurements in 4G and 5G networks show an increase in achieved data transmission speeds and confirm the advantages of 5G technology, which delivers more than twice the speeds of 4G in both directions. Nevertheless, overall latency measurements show that 4G technology cannot meet the requirements of the most demanding services, while results for 5G also remain above the thresholds needed for applications requiring very low response times.

HAKOM will continue the practice of analysing and publishing service quality indicators in order to ensure transparent information for end users and to encourage operators to further improve the quality of services provided.

Detailed indicators are available in the Report at the following link.