As from 12 March 2014 amendments to Croatia’s ‘Ordinance on the conditions and the provision of electronic communications networks and services’ came into force, regulator HAKOM announced in a press release. The amended rules are aimed at improving user rights and the transparency of service tariffs/terms, for instance updating operators’ obligations regarding notifications to the user on service consumption, the right of return of unconsumed volume (e.g. mobile data) when a pre-paid user changes operators, and changes to rules governing provision of services with special rates. Among other changes implemented, in cases where the user wishes to submit a complaint to an ISP alleging that the agreed minimum internet access speed is not being met, the procedure is now ‘simplified and accelerated’. Where a user wishes to change fixed network operators there is also now an accelerated procedure in place. If a new requested service is not implemented on schedule, levels of compensation are payable by the operator to the user, applicable per day of delay.
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