In the first six months of 2024, the Croatian Regulatory Agency for Network Activities (HAKOM) released a comprehensive report analyzing user disputes in the electronic communications sector. This report provides valuable insights into the nature of these disputes and highlights how different operators have managed customer complaints. croatia telekom complaints

As the regulatory body overseeing this crucial sector, HAKOM’s findings are critical for understanding the trends and areas where service providers need to improve.

The Dispute Resolution Process

HAKOM’s report outlines the three-tiered dispute resolution process that users must follow. Initially, users must address their complaints directly with the service provider. If unresolved, the complaint progresses to a second stage where it is reviewed by a special commission within the operator. Should the issue remain unresolved, the user can escalate the complaint to HAKOM, which then reviews the case in the third and final stage. HAKOM’s decisions in these matters are final, although there is an option to appeal to the Administrative Court.

Trends in Disputes: Analyzing the Data

The report shows that the first half of 2024 saw varying trends among the major operators—A1, HT (Hrvatski Telekom), Telemach, and Terrakom. Specifically:

• A1 and Terrakom experienced a decrease in the number of disputes in both the first and second stages compared to the last six months of 2023. This suggests that these operators may have improved their internal processes for handling customer complaints.
• In contrast, HT and Telemach saw an increase in disputes during the same period. This rise indicates potential areas where these providers need to enhance their customer service or address recurring issues more effectively.

Escalation to HAKOM croatia telekom complaints

Despite the internal dispute resolution efforts by operators, many complaints still escalated to HAKOM. In the first half of 2024, HAKOM handled 364 disputes, an increase from 328 in the latter half of 2023. This uptick reflects a growing trend of users seeking regulatory intervention when dissatisfied with the outcomes provided by their operators.

Interestingly, Terrakom stands out as an exception. The company not only reduced the number of disputes in the first two stages but also saw a significant decrease (over 33%) in cases escalated to HAKOM. This could be indicative of more effective dispute-resolution practices at Terrakom, which might serve as a model for other operators.

Outcomes and Operator Performance

Of the 364 cases handled by HAKOM, 124 were either dismissed or withdrawn, often because the operators resolved the issues after the user escalated them, or because the cases fell outside HAKOM’s jurisdiction. For the remaining 240 cases, HAKOM issued decisions, with a majority favoring the operators. This outcome suggests that, in many instances, operators’ decisions in the first and second stages were appropriate and compliant with regulatory standards.

However, the fact that a substantial number of cases were resolved in favor of the user after escalation indicates there is still room for improvement, particularly in the initial handling of complaints.

Common Dispute Causes

The most frequent reasons for disputes included issues related to billing, data usage, early contract termination, and breaches of contract terms. These issues are consistent with past trends and highlight areas where operators need to focus their attention to reduce the number of complaints.

Moving Forward: Lessons for Operators

The mid-year report by HAKOM is a crucial document for operators like A1, HT, Telemach, and Terrakom. It not only highlights where they stand in terms of dispute resolution but also provides a roadmap for improving customer satisfaction. By addressing the root causes of disputes and enhancing their internal complaint processes, operators can reduce the number of cases that escalate to regulatory bodies, thereby improving their relationship with users.

As the year progresses, it will be interesting to see how these trends evolve and whether the measures taken by the operators lead to better outcomes in the second half of 2024. For now, HAKOM’s report serves as a vital tool for both regulatory oversight and operator self-assessment in Croatia’s dynamic electronic communications landscape. croatia telekom complaints