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Consumers

Railway Passenger Transport

Role of HAKOM

HAKOM provides passengers with clear information and guidance to help them understand the terms, conditions and procedures for the provision of rail passenger services, with particular focus on safeguarding passenger rights.

In addition, HAKOM investigates and resolves complaints between passengers and either the railway undertaking or the station manager, where the matter concerns the protection of the passenger’s legal rights.

HAKOM’s Responsibilities

HAKOM is authorised to consider and determine complaints involving passengers, railway undertakings or station managers where the issue relates to compliance with:
  • Regulation (EU) 2021/782 of the European Parliament and of the Council of 29 April 2021 on the rights and obligations of rail passengers
  • The Act on the Regulation of the Railway Services Market and the Protection of Passenger Rights in Rail Transport (Official Gazette, Nos. 104/17 and 31/25)
  • The General Conditions of Carriage for Passengers
  • The Railway Act (Official Gazette, Nos. 32/19; 20/21; 114/22)
  • Any other legislation governing passenger rights
Once a complaint has been examined by the railway undertaking or station manager, and following a recommendation from the Passenger Rights Protection Commission, HAKOM will issue a formal decision.

The Passenger Rights Protection Commission is an advisory body within HAKOM and includes appointed representatives from the Consumers’ Association Alliance.

HAKOM’s decision is legally binding on both the passenger and the railway undertaking or station manager. However, it is open to either party to challenge the decision by initiating administrative proceedings.