Universal Services
In accordance with the Electronic Communications Act (Official Gazette No. 76/2022; hereinafter: ZEK), universal services in electronic communications represent the minimum set of electronic communications services of a specified quality that must be available to all end-users at an affordable price throughout the territory of the Republic of Croatia, based on a reasonable request, regardless of their geographical location, while respecting the principles of objectivity, transparency, proportionality, and non-discrimination, and with minimal disruption to market competition.
In other words, consumers in the Republic of Croatia must have access to affordable services of appropriate broadband internet (from 1 January 2025, the minimum speed must be 14 Mbit/s) and voice communication services, as well as the service of public telephone booths.
If the Agency determines that the retail prices of universal services are not affordable for socially sensitive groups of consumers, it will require the universal service operator to offer price-accessible tariff options or packages, at least for fixed-location services. Universal service operators must take special measures and provide appropriate support to consumers with disabilities, to ensure the availability and affordability of connected terminal equipment, as well as special equipment and services that enable these consumers to access universal services in the same way as other consumers. This, if necessary and applicable, may include complete conversation services and transmission services. According to Article 119, Paragraph 2 of the ZEK, it is stipulated that in the procedure for determining the need to designate a USO operator, HAKOM conducts an analysis of the quality of universal services (hereinafter: Quality Analysis, details available via the link), taking into account the results of the geographical review from Article 58 of the ZEK and, if necessary, any additional evidence that the availability of USO services cannot be ensured under usual market conditions or through other possible national public policy mechanisms. This procedure is applied in the same way for determining the affordability of USO services.The price of each universal service must be affordable and consistent across the entire area where the relevant operator provides that service. HAKOM monitors the retail market for services, tracking the development and level of retail prices for universal services in relation to consumer prices and income. Every three years, it conducts a process to determine the need for the designation of a universal service operator. Additionally, the Agency can designate one or more operators to provide universal services across the entire national territory and/or for covering different parts of the state territory of the Republic of Croatia through a decision by HAKOM.
Following an analysis and review of the need to provide individual services within the scope of universal service obligations (USO), HAKOM has assessed that the results of the Quality Analysis indicate a continued need to ensure at least the following USO services:
a) access to an available broadband internet service of appropriate quality and voice communication services at an affordable price, with service quality as defined by the relevant Ordinance;
b) installation of public telephone booths in or near locations of public interest; and
c) the provision of affordable tariff options or packages tailored to socially vulnerable consumer groups across the entire territory of the Republic of Croatia.
In the Republic of Croatia, by decision of HAKOM dated 17 October 2024, the following have been designated as universal service operators for a period of three (3) years starting from 1 December 2024, for the provision of universal service availability: Hrvatski Telekom d.d. - covering the entire territory of the Republic of Croatia, A1 Hrvatska - covering 19 geographical units/municipalities: Črnomerec, Donja Dubrava, Donji Grad, Gornja Dubrava, Novi Zagreb - East, Novi Zagreb - West, Peščenica-Žitnjak, Podsljeme, Podsused-Vrapče, Sesvete, Stenjevec, Trešnjevka - South, Trešnjevka - North, Trnje, Brela, Split, Tučepi, Brckovljani, and Dugo Selo, Telemach Hrvatska - covering 5 geographical units/municipalities: Novi Zagreb - East, Novi Zagreb - West, Stenjevec, Trešnjevka - South, and Trnje. All three operators have also been designated as universal service operators for affordability across the entire territory of the Republic of Croatia, effective from 1 December 2024. The right to apply for USO services tailored to socially vulnerable groups is granted to users who hold decisions or certificates issued by the relevant institutions (e.g. the Croatian Institute for Social Work according to place of residence, regional organisational units of the Croatian Pension Insurance Institute according to place of residence, administrative bodies in the county or the City of Zagreb—City Offices for Social Protection, Health, Veterans, and Persons with Disabilities), which serve as proof of eligibility. The right to a USO package for the socially vulnerable may be exercised by six categories of users: recipients of the guaranteed minimum benefit, recipients of the inclusive allowance at the first, second, or third level of support who are not provided with accommodation or organised housing, recipients of the national benefit for older persons, recipients of financial support for unemployed Croatian war veterans and their family members, recipients of financial support for civilian victims of the Homeland War, recipients of the right to compensation as vulnerable energy customers (this right may also apply to household members of the aforementioned categories), as defined in the conclusion of the Analysis of Quality document. Applications for social packages must be submitted in writing (including electronically), and the applicant must attach appropriate proof of entitlement to specific social assistance (a decision or certificate from the competent institution).
In other words, consumers in the Republic of Croatia must have access to affordable services of appropriate broadband internet (from 1 January 2025, the minimum speed must be 14 Mbit/s) and voice communication services, as well as the service of public telephone booths.
If the Agency determines that the retail prices of universal services are not affordable for socially sensitive groups of consumers, it will require the universal service operator to offer price-accessible tariff options or packages, at least for fixed-location services. Universal service operators must take special measures and provide appropriate support to consumers with disabilities, to ensure the availability and affordability of connected terminal equipment, as well as special equipment and services that enable these consumers to access universal services in the same way as other consumers. This, if necessary and applicable, may include complete conversation services and transmission services. According to Article 119, Paragraph 2 of the ZEK, it is stipulated that in the procedure for determining the need to designate a USO operator, HAKOM conducts an analysis of the quality of universal services (hereinafter: Quality Analysis, details available via the link), taking into account the results of the geographical review from Article 58 of the ZEK and, if necessary, any additional evidence that the availability of USO services cannot be ensured under usual market conditions or through other possible national public policy mechanisms. This procedure is applied in the same way for determining the affordability of USO services.The price of each universal service must be affordable and consistent across the entire area where the relevant operator provides that service. HAKOM monitors the retail market for services, tracking the development and level of retail prices for universal services in relation to consumer prices and income. Every three years, it conducts a process to determine the need for the designation of a universal service operator. Additionally, the Agency can designate one or more operators to provide universal services across the entire national territory and/or for covering different parts of the state territory of the Republic of Croatia through a decision by HAKOM.
Following an analysis and review of the need to provide individual services within the scope of universal service obligations (USO), HAKOM has assessed that the results of the Quality Analysis indicate a continued need to ensure at least the following USO services:
a) access to an available broadband internet service of appropriate quality and voice communication services at an affordable price, with service quality as defined by the relevant Ordinance;
b) installation of public telephone booths in or near locations of public interest; and
c) the provision of affordable tariff options or packages tailored to socially vulnerable consumer groups across the entire territory of the Republic of Croatia.
In the Republic of Croatia, by decision of HAKOM dated 17 October 2024, the following have been designated as universal service operators for a period of three (3) years starting from 1 December 2024, for the provision of universal service availability: Hrvatski Telekom d.d. - covering the entire territory of the Republic of Croatia, A1 Hrvatska - covering 19 geographical units/municipalities: Črnomerec, Donja Dubrava, Donji Grad, Gornja Dubrava, Novi Zagreb - East, Novi Zagreb - West, Peščenica-Žitnjak, Podsljeme, Podsused-Vrapče, Sesvete, Stenjevec, Trešnjevka - South, Trešnjevka - North, Trnje, Brela, Split, Tučepi, Brckovljani, and Dugo Selo, Telemach Hrvatska - covering 5 geographical units/municipalities: Novi Zagreb - East, Novi Zagreb - West, Stenjevec, Trešnjevka - South, and Trnje. All three operators have also been designated as universal service operators for affordability across the entire territory of the Republic of Croatia, effective from 1 December 2024. The right to apply for USO services tailored to socially vulnerable groups is granted to users who hold decisions or certificates issued by the relevant institutions (e.g. the Croatian Institute for Social Work according to place of residence, regional organisational units of the Croatian Pension Insurance Institute according to place of residence, administrative bodies in the county or the City of Zagreb—City Offices for Social Protection, Health, Veterans, and Persons with Disabilities), which serve as proof of eligibility. The right to a USO package for the socially vulnerable may be exercised by six categories of users: recipients of the guaranteed minimum benefit, recipients of the inclusive allowance at the first, second, or third level of support who are not provided with accommodation or organised housing, recipients of the national benefit for older persons, recipients of financial support for unemployed Croatian war veterans and their family members, recipients of financial support for civilian victims of the Homeland War, recipients of the right to compensation as vulnerable energy customers (this right may also apply to household members of the aforementioned categories), as defined in the conclusion of the Analysis of Quality document. Applications for social packages must be submitted in writing (including electronically), and the applicant must attach appropriate proof of entitlement to specific social assistance (a decision or certificate from the competent institution).