Les opérateurs mobiles mettront en œuvre de nouvelles règles pour une meilleure protection des consommateurs

Mobile operators in Croatia, telecommunications companies Hrvatski telekom (HT), Vipnet, and Tele2 Hrvatska, are aware of and will comply with the provisions of two regulations from the Croatian Regulatory Authority for Network Activities (HAKOM) that come into effect on May 1, aimed at better consumer protection in the segment of electronic communications usage, specifically regarding the duration of vouchers, number portability, and extension of the trial period for service usage.

All three mobile operator companies confirmed to Hina on Wednesday that they are ready to implement these new rules and HAKOM regulations from May 1, which pertain to the amended Regulation on the manner and conditions of conducting electronic communications networks and services, as well as the new Regulation on number portability adopted by HAKOM in February this year, which more clearly and in detail regulates the rights and obligations of users and operators in electronic communications than before.

The most important changes relate to the obligation of clarity in contract terms and service pricing, trial periods for services in mobile networks, minimum voucher duration, unlocking mobile devices during the contractual obligation period, and the number portability process.

Thus, from May 1, operators will have to state the basic price and all fees payable during the month at the request signed by the user, allowing the user to know in advance what their monthly fixed service cost will be. It is also mandated that the duration of the prepaid service account after topping up with any amount of voucher must be valid for at least three months from the top-up, or 90 days, regardless of the voucher amounts.

Considering the inconsistency in the required time for number portability of three days and device unlocking of 15 days, HAKOM has stipulated that any user with a contractual obligation can request their operator to unlock the device at any time, and a new user right is the extension of the trial period for service usage in mobile communication networks from two to five days.

HT, Vipnet, and Tele2 on the application of new rules

Emphasizing that they will continue to comply with the decisions of the competent regulatory authority, HT responded to inquiries about the application of new rules by stating that they will « align the validity of existing vouchers, which is currently less than 90 days, with the new rules, and as prescribed, from May 1, operators are obliged to enable the use of devices in other networks at the user’s request, free of charge within 15 days, and we will provide that. »

They emphasize, however, that there will be no changes related to the application of the regulations concerning paid options/tariffs of HT that have a specific validity period (for example, one day, seven days, 30 days).

Vipnet briefly stated in this regard that « the prescribed legal regulation will be fulfilled by the requested date, » and that « they offer the possibility of topping up with vouchers tailored to different user needs, allowing users to choose from various price ranges and voucher durations. »

Tele2 Hrvatska was no more verbose in their response to this question, stating only that they will « in any case act in accordance with the new rules on the mandatory duration of vouchers for mobile services of at least 90 days and that they are currently working on aligning with the new rules, about which they will timely inform Tele2 mobile service voucher users. »