The Second Annual HAKOM “Postal Services Market Day” Held

The second annual HAKOM “Postal Services Market Day” took place in Zagreb and included expert presentations and a panel discussion on the theme: “How Users’ Expectations and Needs Shape Innovation, Quality and the Future of Postal Services.”

ZAGREB, 12 November 2025 - The Croatian Regulatory Authority for Network Industries (HAKOM) organised a conference entitled “The Postal Market of Tomorrow: Users - Technology - New Rules.” The conference, held in Zagreb, brought together key stakeholders in the postal services market in the Republic of Croatia (RC), including representatives of postal service providers, the Ministry of the Sea, Transport and Infrastructure, the Ministry of Economy, the Croatian Chamber of Commerce (HGK), consumer protection associations, the Croatian Competition Agency (AZTN), and the academic community. The aim of the conference was to exchange practical experiences and best practices in the Croatian postal services market, as well as to present trends and future developments in the common EU postal services market.

“The conference was opened by Marko Jukić, Member of the HAKOM Council, who emphasised that, despite structural and technological changes, widespread digitalisation, and forthcoming EU-level legislative and regulatory reforms, postal services continue to play a vital role not only for individual citizens and users but also for the broader economy and society.”

Moderated by Danijela Kodžoman, the conference featured a series of expert presentations. Stjepan Paler from HAKOM provided an overview of the postal services market in Croatia, placing it in the context of the European Union. Marija Šimić, also from HAKOM, presented the latest research on user satisfaction with postal services, while Iva Dvornik, Head of HAKOM’s Postal Services Sector, briefed participants on the European Commission’s initiative to draft a potential new regulatory framework for postal services in the EU (the EU Delivery Act).

In the second part of the conference, Mirta Kapural, President of the Competition Protection Council (AZTN), presented an overview of current EU practices in the parcel delivery and broader postal services sector. This was followed by a panel discussion entitled “How Users’ Expectations and Needs Shape Innovation, Quality, and the Future of Postal Services”, moderated by Andrej Sardelić from HAKOM. Panellists included Dijana Kladar, attorney; Marko Jukić, HAKOM Council; Mario Horak, Croatian Post; Mislav Jelavić, BOX NOW; and Josip Krznarić, Rhea.

During the discussion, organised around four thematic areas and including questions from the audience, key experiences, solutions, and innovations implemented by postal service providers in Croatia were examined. These reflected responses to the numerous customer demands encountered in the everyday provision of postal services, particularly those arising from e-commerce, with a special emphasis on consumer rights, obligations, and protection.

The panel concluded by emphasising the importance of the continuous adaptation of all stakeholders in the postal services market to new technologies and evolving user needs, highlighting the necessity of ongoing collaboration across the sector.