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The Report on User Dispute for 2021 has been published

The report on user disputes of the electronic communications of the first six months of 2021 refers to the resolved disputes with the service providers.

Zagreb, 29 October 2021 – The report regarding this year’s first sixth month was published referred to the resolved disputes between the users and providers in the electronic communications In addition to the analysis of resolved disputes at HAKOM, the report also includes a review of complaints to the service providers and recommendations for its improvements.

The recommendation to the providers and the resolution of user complaint committees is to continue to put the focus on HAKOM’s decisions in disputes acting more effectively in further similar or identical cases of user complaints. HAKOM's decisions should be the basis for changing the provider’s business activities in a part referred to transparency during the contracting but also for the conditions of use of services and price lists.

However, the report on resolved disputes represents an analysis of the resolved requests for dispute settlement between the electronic communications users and service providers at HAKOM with an overview of resolved complaints with the service providers and it is published twice a year. It is primarily intended for the service providers and external members of user protection committees in front of the service provider in order to improve the practise of the filed user complaints

The report is available on the following link.

For additional information please contact:

Croatian Regulatory Authority for Network Industries (HAKOM)

  • Roberta Frangeša-Mihanovića 9 Street
  • 10110 Zagreb, Croatia
  • Tel. + 385 (0) 1 700 70 07
  • Fax + 385 (0)1 700 70 70

Media inquiries can be submitted online using HAKOM’s official website:

About Hakom

HAKOM - Croatian Regulatory Authority for Network Industries – ensures preconditions for a fair market competition, stable growth and environment for innovations in the electronic communications and postal services market. HAKOM protects users’ interests and the possibility of choice among various communications and postal services at affordable prices, defines sustainable competitive conditions for operators and service providers under fair conditions for return on investment, and provides support to economic growth, public services and the quality of life in the Republic of Croatia by using modern technologies. HAKOM’ strategic goals are: to promote regulation of the electronic communications and postal services market, to support growth of investments and innovations in the electronic communications and postal services market, to provide efficient use of limited resources, to accelerate the growth of broadband products and services, to provide affordable offers of communications and postal services, to provide protection and informing of users, to build an efficient and comprehensive information system, to define and implement efficient processes, and to acquire multi-disciplinary expertise in market regulation.