{"id":169439,"date":"2026-11-11T09:00:00","date_gmt":"2026-11-11T09:00:00","guid":{"rendered":"https:\/\/www.horvatingatlanok.com\/?p=169439"},"modified":"2026-11-11T10:01:28","modified_gmt":"2026-11-11T10:01:28","slug":"croatia-mobile-internet-contracts-consumer-rights-official-pages","status":"publish","type":"post","link":"https:\/\/www.horvatingatlanok.com\/en\/croatia-mobile-internet-contracts-consumer-rights-official-pages\/","title":{"rendered":"Mobile and internet contracts in Croatia: what the official pages say"},"content":{"rendered":"
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In short:<\/strong> according to the gov.hr and HAKOM (the Croatian regulatory authority for network industries) pages, mobile and internet providers must give transparent information about the contract, a contract must be terminable through the same channel it was concluded by, and a complaint follows three steps: the provider, the provider’s complaints committee, and then HAKOM. This article collects what the official pages state and flags what they leave out. One of the sources dates from 2020, so details may have changed.<\/p>\n<\/div>\n

Anyone staying in Croatia for longer or owning property there will sooner or later sign a mobile or internet contract. We only describe what appears on the official pages. We do not give legal advice, and in any specific case your actual contract, the provider’s general terms and the authority’s current information prevail.<\/p>\n

What must the provider ensure?<\/h2>\n

According to the gov.hr page on electronic communications services<\/a>, providers must give adequate information on contract terms and how the service is provided, protect users against misuse and fraud, issue transparent itemised bills, and warn users about unusually high consumption. The page says users can limit their future costs through simple requests.<\/p>\n

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Illustration. Photo: Kabiur Rahman Riyad \/ Unsplash<\/figcaption><\/figure>\n

Terminating the contract and withdrawal<\/h2>\n

According to HAKOM’s information on the new rights effective from 1 January 2020<\/a>, it must be possible to terminate a contract through the same channel it was concluded by, so if it was made electronically or by phone, termination must be possible that way too. The page says the notice period for mobile services remains one business day, while for fixed-line services it was reduced to a maximum of five business days. For early termination, the provider must state within two working days the amount owed, the calculation date, the start and end dates of the obligation, discounts and the remaining monthly fees.<\/p>\n

The page says a contract signed at business premises can be cancelled without a termination fee within three business days if the user was able to review the terms and then rejects them in writing, returning any device in its original packaging. For contracts concluded outside premises or remotely, the page mentions the 14-day withdrawal right under the Consumer Protection Act without explaining it. A contract transfer must be completed within three working days, and a temporary suspension within five business days unless the user asks for a later date.<\/p>\n

Repairs and compensation<\/h2>\n

The same page says the provider must repair a defect within its responsibility within 15 days of it being reported. If it fails to, and the fault was not caused by force majeure or the user, the user may terminate the contract or receive 240 kuna for each further day of delay. Croatia has since adopted the euro, so the amount on the page may need conversion. After a defect is reported, the provider must let the user check its status by phone and\/or electronically.<\/p>\n

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Illustration. Photo: Minh Pham \/ Unsplash<\/figcaption><\/figure>\n

How to complain<\/h2>\n

According to the gov.hr page, a complaint must be filed in writing and may concern the amount of a bill, service quality, a breach of the subscription contract or open internet access rights. The deadlines stated are: for billing complaints, 30 days from the bill’s due date; 30 days from the date the service was provided; otherwise 15 days from learning of the provider’s action or omission. While a bill is disputed, the undisputed part must be paid, and later undisputed bills must be paid on time to avoid suspension of the service.<\/p>\n

If the provider’s written reply is unsatisfactory, the page says the user can turn to the provider’s User Grievance Committee within 30 days of receiving the reply. After the committee’s written response, the user has a further 30 days to file a written dispute resolution application with HAKOM (in Zagreb). If still unsatisfied, the user can seek protection from the competent court.<\/p>\n

The page says that for a lost or stolen device the provider must be told immediately to avoid unwanted costs, and the police must be informed as well. For advice or an inspection, an online form of the central consumer protection information system can be used, which forwards the case to the Ministry of Economy and Sustainable Development or the State Inspectorate.<\/p>\n

What the official pages do not say<\/h2>\n