Consumers

You can submit a dispute resolution request to HAKOM after you have previously gone through the two-stage procedures with your operator, which consists of submitting a complaint to the operator and a complaint (reclamation) to the Consumer Complaints Commission at the operator.
 
HAKOM settles disputes between users and operators by issuing a decision based on the opinion of the, Commission for the Protection of Users' Rights which includes experts from HAKOM, and representatives of consumer protection associations. The decision of HAKOM is binding for both the user and the operator, and it's possible to initiate an administrative dispute against the decision.
 
You can contact us on weekdays from 9:00 to 11:30 at the telephone number +385 (0)1 700 70 60 (User Protection Department).
 
Learn about your rights and obligations and the way services are used to prevent potential difficulties...