Office Hours: Monday-Friday 08:30 – 16:30 CET
Horvaćanska cesta 17, HR-10000 Zagreb
Tel.: 01/33 75 546
IATA CODE 75-3 2127 1 | UHPA member
Office manager: Edo Vričić
Chairwoman and representative: Laura Popovac
LEGAL PROCEDURE OF FILING A COMPLAINT:
According to Paragraph 8 of the Code of Consumer Protection (Nar.nov.,br 79/07.,125/07.-isp.,79/09. i 89/09.-isp.), it is the vendor`s duty to allow customers the filing of a written complaint, be it inside the offices or by means of postal service, telefax or electronic mailing services, and is required to respond within 15 days upon receiving a complaint. Furthermore it is the vendor`s duty to file and keep the written complaints from customers for at least one year, counting from the receipt of the complaint. The form of filing of complaints is not fixed to a book of complaints or another form of filing, but the vendor is required to visibly advertise the means of filing customer complaints inside the vending offices.
A fine ranging from 10000 kuna to 100000 kuna will be charged on account of vendor if the procedure form par. 8 (i.e. not allowing complaints, not responding to complaints or not advising the way of filing of complaints). For the legal representative of vendor a fine ranging from 10000 to 15000 kuna is prescribed, for sales staff a fine of 5000 to 15000 kuna.
The advertisment of means of filing complaints may have the following wording:
ANNOUNCEMENT OF MEANS OF FILING CUSTOMER COMPLAINTS:
According to par.8 section 2 of Code of Consumer Protection (see above) we advise customer of the following possibilities of filing complaints regarding the quality of our services:
Horvaćanska cesta 17