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Flash Eurobarometer 389
CONSUMERS’ RIGHTS IN CROATIA
REPORT
Fieldwork: December 2013
Publication: October 2014
This survey has been requested by the European Commission, Directorate-General for Health and
Consumers and co-ordinated by the Directorate-General for Communication.
This document does not represent the point of view of the European Commission. The interpretations and opinions contained in it are solely those of the authors.
Flash Eurobarometer 389 - TNS Political & Social
Flash Eurobarometer 389
Consumers’ rights in Croatia
Conducted by TNS Political & Social at the request of
the European Commission, Directorate-General for Health and Consumers (DG SANCO)
Survey co-ordinated by the European Commission, Directorate-General for Communication
(DG COMM “Strategy, Corporate Communication Actions and Eurobarometer” Unit)
Project title Flash Eurobarometer 389 “Consumers’ rights in Croatia”
Linguistic Version EN
Catalogue Number ND-04-14-398-EN-N
ISBN 978-92-79-37427-2
DOI 10.2772/20444
© European Union, 2014
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
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TABLE OF CONTENTS
INTRODUCTION .................................................................................................. 2
EXECUTIVE SUMMARY ........................................................................................ 3
I. CONSUMER BEHAVIOUR IN CROATIA ........................................................... 5
1. Consumer experiences .............................................................................. 5
2. Problems encountered .............................................................................. 9
3. Actions taken in the event of a problem .................................................. 11
4. Preferred actors to reach for solving a problem ...................................... 13
5. Experience of unfair commercial practices .............................................. 15
II. AWARENESS OF CONSUMER RIGHTS IN CROATIA ...................................... 17
1. Level of information about consumer rights ............................................ 17
2. Interest in receiving more information about consumer rights in specific
situations ...................................................................................................... 20
3. Exposure to information about consumer rights ...................................... 21
III. PERCEIVED RESPECT OF CONSUMER RIGHTS IN CROATIA ...................... 26
1. Compliance by sellers and service providers ........................................... 26
2. Efficiency of the Croatian justice system in enforcing consumer protection
................................................................................................................ 29
IV. INFORMATION SOURCES ABOUT CONSUMER RIGHTS IN CROATIA ......... 31
1. Awareness of institutions/organizations dealing with protection of
consumer rights ............................................................................................ 31
2. Trusted sources of information about consumer rights ........................... 37
3. Ways of access to the internet ................................................................ 40
ANNEXES
Technical specifications
Questionnaire
Tables
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
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INTRODUCTION
This Flash Eurobarometer survey is the first of a series of three surveys amongst
Croatians aged 21-45 years related to an information campaign on consumer rights in
Croatia.
This report presents the results of the first wave that serves as a benchmark for the
campaign preparations. It aims to measure consumer problems in some specific sectors,
perceived knowledge and interest in consumer rights, as well as familiarity with sources
of information on consumer rights, previous consumer rights campaigns and trust in
consumer associations and institutions.
This survey was carried out by TNS Political & Social network in Croatia between the 9th
and 20th of December 2013. A representative sample of 1.005 respondents aged between
21 and 45 years old were interviewed via telephone (landline and mobile phone) in their
mother tongue on behalf of the European Commission, DG SANCO. The methodology
used is that of Eurobarometer surveys as carried out by the Directorate-General for
Communication (“Strategy, Corporate Communication Actions and Eurobarometer”
Unit)1..
A technical note on the manner in which interviews were conducted by the Institutes
within the TNS Political & Social network is appended as an annex to this report. Also
included are the interview methods and confidence intervals2.
Note: In this report, countries are referred to by their official abbreviation. The
abbreviations used in this report correspond to:
ABBREVIATIONS HR Croatia
* * * * *
We wish to thank the people throughout Croatia who have given their time to take part
in this survey. Without their active participation, this study would not have been possible.
1 http://ec.europa.eu/public_opinion/index_en.htm 2 The results tables are included in the annex. It should be noted that the total of the percentages in the tables of this report may exceed 100% when the respondent has the possibility of giving several answers to the question.
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EXECUTIVE SUMMARY
Consumer behaviour in Croatia
Respondents were asked if they have bought certain products or services within
the last two years. The use of mobile phone services is almost universal, at 94%.
Six out of ten (62%) bought a computer, DVD player or other electronic or
household appliance and nearly half of the respondents (49%) bought something
on the internet.
Around a third of respondents (34%) who have used the services of a mobile
phone company over the past two years have had problems with telephone
and/or mobile phone companies over the same period of time.
A large majority of respondents complained to the seller or service provider upon
experiencing a problem regarding their consumer experience (68%), although a
sizeable minority did not do anything (17%).
Most consumers (46%) would ask shopkeepers, sellers or service providers for
information or advice on their rights if they experienced a problem.
More than one in five respondents (21%) feel they have been victim of unfair
commercial practices or misleading advertising over the past two years.
Awareness of consumer rights in Croatia
A majority of respondents said they do not know their rights when they do not
like what they have bought on the internet (50%), in case they are confronted
with unexpected fees and charges to pay for a credit (58%), in case a package
holiday turns out to be different from the one the brochure promised (60%), and
when a flight is delayed or cancelled (62%).
There is a high level of interest in learning more about consumer rights; at least
eight in ten respondents would like to know more on this in connection to several
specific shopping experiences.
Two-thirds of people noticed information on consumer rights during the previous
two years. However, less than a quarter (24%) of these people were familiar with
the Ministry helpline for consumers.
Perceived respect of consumer rights in Croatia
Mobile phone and telecom companies, and banks or other credit providers are the
businesses most distrusted by respondents in regard to the respect of consumer
rights and protection rules.
More than eight in ten respondents (84%) think that the Croatian justice system
is not effective when it comes to punishing businesses that mislead or cheat
consumers.
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Information sources about consumer rights in Croatia
A considerable proportion of respondents (43%) could not name any organization
dealing with protection of consumer rights. Most of the respondents who were
able to name at least one, know about the non-governmental organisation
“Potrošač“ - Društvo za zaštitu potrošača Hrvatske”.
Respondents who were unable to spontaneously name organizations that deal
with the protection of consumer rights were then prompted with a few of them.
Around eight out of ten people (81%) have heard of the TV programme
“Consumer Code”, while around seven out of ten (71%) were familiar with
“Potrošač“ - Društvo za zaštitu potrošača Hrvatske”. Slightly more than one in ten
respondents (13%) have heard about the European Consumer Centre in Croatia.
Around a tenth of the respondents (9%) who know or have heard of at least one
of the organizations dealing with protection of consumer rights have also asked
one of them for information or help.
Non-governmental consumer associations are by far the most trusted sources of
information and advice on consumers’ rights (60%). Around three out of ten
respondents trust the TV programme “Consumer Code” (30%) or their family and
relatives (27%).
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I. CONSUMER BEHAVIOUR IN CROATIA
This chapter sets out some elements of consumer behaviour of 21-45 year olds in Croatia
over the past two years with regard to specific purchases, how often they encounter
problems, how they handle problems and the extent to which they feel they are subject
to unfair commercial practices.
1. CONSUMER EXPERIENCES
– A majority of respondents used a mobile phone service and bought an
electronic device or household appliance within the last two years –
Respondents 21-45 years in Croatia were asked if they have bought certain products or
services within the last two years. The use of mobile phone services is almost universal,
at 94%.
Six out of ten people (62%) say they bought a computer, DVD player or other electronic
or household appliance over the past two years, and nearly half of the respondents
(49%) say that they bought something on the internet.
During this period 16% of Croatians between 21 and 45 years took out a credit to buy a
product, 18% bought a package holiday, and 16% bought a ticket for a regular or
charter flight.
According to the socio-demographic data, men are somewhat more likely than women
(65% vs. 59%) to have bought a computer, DVD player or other electronic or household
appliance over the past two years, whereas women are more likely to have bought a
package holiday (21% vs. 15%).
Younger adults buy more frequently on line (56% of 21-30 year-olds bought something
online within the last two years) but a solid 45% of 31-45 year-olds is also active in on-
line purchasing. In larger cities 59% bought on-line, but even in rural villages 42% made
internet purchases over the past two years.
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Education had a significant impact on travel purchasing behaviour: respondents with a
higher level of education (27% of people who finished their education aged 20 or over,
and 24% of those still studying) bought a travel package or a ticket for a regular or
charter flight, compared with just 3 and 4% of people who left school aged 15 or under.
Urban populations were clearly more active in this area than residents in rural areas
(27% and 25% as opposed to 9 and 10%).
Education appears to have a clear impact on internet buying behaviour: only 11% of
people who ended their education at age 15 or earlier bought something on line,
compared to 60% of those who ended education age 20 or later and 73% of those still
studying. People without internet access are significantly less active buyers of electronic
devices and household appliances (33% vs. country average of 62%) and airline tickets
(4% vs. average of 16%), and virtually inactive with respect to holiday packages and on-
line purchases.
Compared to the previously discussed products and services, socio-demographic
differences in the behaviour over the past two years with regard to taking out credit
show different purchasing habits: there is little difference between urban and rural
populations, and there are only minor differences between male and female, or between
21-30 and 31-45 year olds; education levels also have a different impact, showing that
respondents who finished education at age 16-19 (19%) are more likely to have taken
out a credit than those who finished education at a different age (12%-14%) or who are
students (4%).
Differences in results according to respondents’ occupation show that self-employed and
employees are more likely than manual workers and unemployed to have bought any of
the products or services discussed, except in the case of credit. In this case, manual
workers are more likely than self-employed and employees to have taken out a credit to
buy a product (28% vs. 23% and 20%).
Unemployed respondents are the least likely to have bought any of the products or
services discussed, except for buying online and buying a package holiday or flight ticket.
Respondents who feel that they have a high level of awareness about their consumer
rights are more likely to say that they bought most types of products under discussion.
For example, 61-62% of people who say they have a very high or high level of
awareness about consumer rights bought something on the internet, compared with 37%
of people who claim to have a very low level of awareness. The results are somewhat
different, however, when it comes to the level of interest expressed by respondents in
getting more information about consumer rights. Nobody with a low or very low interest
in getting more information bought a product over the internet, for example, whereas
there is no clear pattern among people who bought a computer, DVD player or other
electronic device.
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People who access the internet at home are less likely to have used some of the services
in question. For example, 54% of people who use the internet at home bought something
on the internet, compared with 73% who use it at university. Similarly, 20% of people
who use the internet at home bought a package holiday, as opposed to 29% who use it
in cyber cafes.
Regionally, the data show that respondents in some parts of Croatia were more likely to
have bought certain products or services. The proportion of people who bought a
package holiday ranged from 26% in Istra, Rijeka and Gorski Kotar to 12% in Slavonia,
for example, while the proportion who bought a product via the internet ranged from
58% in Dalmatia to 40% in both North Croatia and Slavonia.
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2. PROBLEMS ENCOUNTERED
– The highest proportion of respondents have experienced problems with
telephone and/or mobile phone companies –
Respondents were next asked if over the past two years they have had problems with
the sellers of any of the products and services discussed in the previous section.
The results to this question are analysed below by looking only at the respondents who
had the relevant consumer experience discussed.
Around a third of respondents (34%) who have used the services of a mobile phone
company over the past two years have had problems with telephone and/or mobile
phone companies over the same period of time.
Almost two out of ten respondents (19%) who have taken out a credit to buy a product
experienced problems with banks or other credit providers.
More than one out of ten respondents (13%) who have bought a household appliance
have had problems with shops selling these types of products.
One out of ten respondents (10%) who shopped online have had a problem during this
consumer experience and a similar proportion of respondents (9%) who have bought a
flight ticket have had problems with airlines or charter flight companies.
Fewer than one in ten respondents (5%) who have bought a package holiday have had
problems with tour operators or travel agencies.
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Base size for the items discussed is represented by the following:
“Telephone and/or mobile phone companies”: Respondents who have used the services of a mobile phone
company over the past two years (N= 940)
“Banks or other credit providers”: Respondents who have taken out a credit to buy a product (car, kitchen,
computer or other) over the past two years (N= 159)
“Shops selling household or electronic devices (washing machine, computers, etc.)”: Respondents who have
bought a computer, DVD player or other electronic or household appliance over the past two years (N= 623)
“Buying on the internet”: Respondents who have bought something on the internet over the past two years
(N= 494)
“Airlines or charter flight companies”: Respondents who have bought a ticket for a regular or charter flight over
the past two years (N= 164)
“Tour operators/ Travel agencies”: Respondents who have bought a package holiday over the past two
years (N= 179)
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3. ACTIONS TAKEN IN THE EVENT OF A PROBLEM
– A large majority of respondents complained to the seller or service provider
upon experiencing a problem, although a sizeable minority did not do anything–
People who reported experiencing a problem when buying a product or service were then
asked what they did when it happened.
Complaining to the seller or service provider was by far the most common response:
68% of people who experienced a problem did this. A sixth of respondents (17%) said
spontaneously that they did nothing.
Others reacted by seeking information about their rights (7%); asking advice from
friends and/or family (3%); asking for help from a non-governmental consumer
association (3%); consulting a lawyer (2%); asking for help from a government
consumer authority (1%); filing an official complaint (1%); or taking some other course
of action (6%).
(DO NOT READ OUT – MULTIPLE ANSWERS POSSIBLE)
Base: respondents who have had at least one consumer problem (N= 460)
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The socio-demographic results suggest that people with a higher level of education
are more likely to complain to the seller or service provider: 65% of people who finished
their education aged 20 or over did this upon experiencing a problem, whereas only 46%
of people who left school aged 15 or under did so, and more than a third (34%) of those
with a lower level of education did nothing.
People who are not working (71%), employees (70%) and self-employed people (61%)
were all much more likely to complain to the seller/service provider than manual workers
(29%). A majority of manual workers (54%) did not react to their problem.
Respondents with a very high level of awareness about consumer rights (80%) were
more likely to complain to the seller/service provider than those with a low or very low
level of awareness (63-64%).
People with no internet access (45%) are much less likely than those who access the
internet (70-75%) to have made a complaint to their seller/service provider.
Inhabitants of Lika/Banovina are more likely than those of other regions to have
searched for information about their rights (14% a vs. 0%-9%).
Base: respondents who have had at least one consumer problem (N= 460)
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4. PREFERRED ACTORS TO REACH FOR SOLVING A PROBLEM
–Respondents most often ask shopkeepers, sellers or service providers for
information or advice if they experience a problem with a product –
Asked where they go for information about their consumer rights in the event of a
problem with a product, service or seller, nearly half of the respondents (46%) said they
would seek information from shopkeepers, sellers or service providers. Almost a sixth of
people said that they would go to a non-governmental consumer association (18%) or
that they would search the internet (17%).
A tenth of people (10%) didn’t know where to go to find information about their
consumer rights.
Very few people would try to find out from friends or relatives and virtually none would
spontaneously turn to a public authority or the European Consumer Centre in Zagreb.
(DO NOT READ OUT)
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According to the socio-demographic data, respondents with a higher level of education
were more likely to seek information on the internet or via a non-governmental
consumer association. People who left school at 15 years or earlier were more likely than
those who left aged 20 or later to approach shopkeepers, sellers or service providers
(53% vs. 42%).
Similarly, urban respondents were more likely to say that they would seek information on
the internet or via a non-governmental consumer association compared to rural
respondents, who were more inclined to ask shopkeepers, sellers or service providers for
information than urban respondents.
Individuals with no internet access (57%) are more likely than those who access the
internet in any of the other ways mentioned (38%-46%) to ask shopkeepers, sellers or
service providers for information or advice about their consumer rights. On the other
hand, they are less likely to reach NGOs or search the internet.
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5. EXPERIENCE OF UNFAIR COMMERCIAL PRACTICES
–More than one in five respondents feel they have been victim of unfair
commercial practices or misleading advertising–
More than a fifth of respondents (21%) felt they have been the victim of a misleading
advertising or of a commercial practice which they considered to be unfair within the last
two years.
The socio-demographic data show that men were somewhat more likely than women
(24% vs. 18%) to consider that they have been the victim of a misleading advertising or
of an unfair commercial practice. People who live in towns (23-24%) were also more
likely to give this answer than people who live in rural villages (17%).
In terms of the respondents’ occupations, self-employed people (37%) and manual
workers (35%) were more likely to say they have been the victim of a misleading
advertising or of an unfair commercial practice than employees (20%) or people who are
not working (19%).
Respondents with no internet access (11%) are less likely to say they have been the
victim of a misleading advertising or of an unfair commercial practice than those who do
access the internet (21-24%).
At a regional level, respondents in Lika & Banovina (27%) are more likely to say they
have experienced problems with misleading advertising or unfair commercial practices,
than those in North Croatia (17%).
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II. AWARENESS OF CONSUMER RIGHTS IN CROATIA
This part focuses on the awareness of consumer rights, interest in more information
about consumer rights and information received about consumer rights over the past two
years.
1. LEVEL OF INFORMATION ABOUT CONSUMER RIGHTS
A majority (50%) said they do not know their rights when they do not like what they
have bought on the internet: 21% felt they did not know their rights well enough, and
29% did not know them at all. Over four out of ten respondents (43%) said they knew
their rights - 18% said they knew them very well, and 25% knew them well enough.
58% of people did not know their rights in case they are confronted with unexpected fees
and charges to pay for a credit, with 30% not knowing them well enough and 28% not
knowing them at all.
Over a third of respondents (36%) said they know their consumer rights, with 15% being
very well aware of their rights and 21% knowing their rights well enough.
In case a package holiday turns out to be different from the one the brochure promised,
60% said they did not know their rights: 29% did not know them well enough and 31%
did not know them at all. Less than a third of respondents (32%) said they knew their
rights with respect to package holidays, with 13% knowing them very well, and 19%
knowing them well enough.
Over six out of ten respondents (62%) were not feeling informed about their consumer
rights when a flight is delayed or cancelled with 24% feeling not well enough informed
and 38% not at all informed. Only 29% of respondents said they knew their rights (11%
were well aware of their rights and 18% were well enough informed).
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On the contrary, a majority of respondents in Croatia (70%) said they are aware of their
rights in case an electronic or household device they just bought does not work properly,
with 29% saying they are very well informed about their rights and 41% well enough
informed. Around three out of ten people (29%) felt that they were not well informed:
20% said they were not well enough informed, and 9% said they did not know about
their rights at all.
According to the socio-demographic results, women were slightly more likely than
men to know about their consumer rights, especially when it comes to a package holiday
that is different from the one the brochure promised (36% vs. 30%).
Respondents aged 21-30 were more likely than 31-45 years olds to say they are aware
of their rights in most areas, such as internet purchases (52% vs. 38%). The one
exception is unexpected charges on credit payments: here, 31-45 year-olds are more
likely to say they know their rights (38% vs. 31%).
Impact of education level and internet access appear to be the most significant. In all
five cases people with a higher level of education were more inclined to say they knew
about their consumer rights. For instance, respondents who finished education at 20
years or later (74%) are more likely than those who finished at 15 years or earlier (37%)
to know their consumer rights in case an electronic or household device they just bought
does not work properly.
Respondents with internet access are more likely than those without to know their
consumer rights in all cases discussed. However, in the situation when the credit
payments include unexpected charges, respondents with no internet access are as likely
to know their rights as those who have internet access at university (33%).
Respondents who said they have noticed information on their consumer rights in the last
two years were also more likely to say that they knew about their consumer rights in all
areas.
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2. INTEREST IN RECEIVING MORE INFORMATION ABOUT CONSUMER
RIGHTS IN SPECIFIC SITUATIONS
–There is a high level of interest in learning more about consumer rights –
The level of interest in learning more about consumer rights was consistently high. 85%
of respondents said they would like to know more about their rights when payments on
credit include unexpected fees and charges, and in the event that they buy an electronic
or household device that did not work properly. 81% said they were interested to get
information about their rights when internet purchases and package holidays turn out to
be different than what was expected. Almost eight in ten people (79%) said they would
like to know more about their rights when their flight is delayed or cancelled.
According to the socio-demographic results, women were more likely than men to
want to know more about their consumer rights in all five situations: for example, 87%
of women would like to know more about their rights if they do not like something they
have ordered via the internet, whereas 75% of men said the same thing.
Younger respondents were somewhat more inclined to want more information about their
rights in most cases, such as ordering via the internet (85% for 21-30 year-olds vs. 79%
for 31-45 year-olds). More highly educated respondents were also more likely to want to
know more about their rights. But people who left school aged 15 or under were the
most interested respondents to get more information about their rights (90% vs. 84-
85%) in the case of faulty electronic goods or electrical appliances.
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3. EXPOSURE TO INFORMATION ABOUT CONSUMER RIGHTS
– Two-thirds of people noticed information about consumer rights during the
past two years –
When asked whether they have noticed any information about consumer rights over the
last two years, two-thirds of respondents (66%) said that they had seen some
information.
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Respondents with no internet access (39%) were much less likely than those with access
(68-74%) to have noticed information on consumer rights.
The socio-demographic results further suggest that women were somewhat more
likely than men to have noticed information on consumer rights (69% vs. 63%). People
in the 31-45 age group (70%) were more likely to have noticed information than those in
the 21-30 bracket (60%), and urban respondents are also more likely to have done so
than rural respondents (72% vs. 60%).
Education is also an important factor in this question, showing that respondents who are
either still studying or who finished studies at the age of 20 or later are more likely to
have noticed information on consumer rights in the last 2 years compared to the other
educational cohorts (65%-79% vs. 37%-60%).
Regionally, people in Slavonia (68%) were the most likely to have seen some
information, while those in North Croatia (61%) were the least likely to have done so.
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Those individuals who said that they have noticed some consumer rights information
over the last two years were then asked whether they have heard of the Ministry helpline
for consumers. Almost a quarter of these respondents (24%) have heard of it, while
three quarters (75%) had not.
Base: respondents who have noticed any information on
consumer rights in the last 2 years (N=661)
According to the socio-demographic results, people aged 31-45 were somewhat more
likely to have heard of the helpline than those aged 21-30 (26% vs. 21%). Respondents
with a lower level of education were also more likely to have heard about it: 38% of
people who left school aged 15 or under have heard about it, compared with 22% of
people who finished their education aged 20 or above.
Rural respondents were also more likely to have heard of the helpline than urban
respondents (31% vs. 15%), while in terms of the respondents’ occupations, manual
workers (41%) were significantly more likely to have heard of it than people in other
occupational groups (24-26%).
People with no internet access (51%) were much more likely to have heard about the
helpline than those with access (15-23%).
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
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Base: respondents who have noticed any information on
consumer rights in the last 2 years (N=661)
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
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III. PERCEIVED RESPECT OF CONSUMER RIGHTS IN CROATIA
1. COMPLIANCE BY SELLERS AND SERVICE PROVIDERS
– Mobile phone and telecom companies, and banks or other credit providers
are the businesses most distrusted by respondents in regard to the respect
of consumer rights and protection rules -
Respondents were asked whether they think certain product or service providers respect
consumers’ rights and protection rules. Mobile phone and telecom companies (50%) and
banks or other credit providers (41%) are those towards which consumers aged 21-45
years show most distrust relating to respect of consumer rights.
A majority of respondents (50%) think that mobile phone and telecom companies do
not respect consumers’ rights, with 31% saying they do not really respect them, and
19% saying they definitely do not respect them. 11% think that they definitely respect
them, and 37% think that they respect them to some extent.
Four out of ten people (41%) say that banks or other credit providers do not respect
consumers’ rights, with 25% saying they do not really respect them, and 16% saying
they definitely do not respect them. Only 12% say that they definitely respect them, and
42% say that they respect them to some extent.
Nearly a fifth (18%) of respondents do not know whether companies selling via the
internet respect consumers’ rights. Almost four in ten respondents (38%) feel they do
not respect consumers’ rights (27% ‘not really’, 11% ‘definitely not’) and a slightly
higher proportion (44%) trust them (9% ‘definitely’, 35% ‘to some extent’).
A third of respondents (33%) said that shops selling household or electronic
devices do not respect consumers’ rights, with 25% saying they do not really respect
them, and 8% saying they definitely do not respect them. Only 11% say that they
definitely respect them, and 51% think that they respect them to some extent.
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
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A quarter (25%) of respondents feel that tour operators/travel agencies do not
respect consumers’ rights (19% ‘not really’, 6% ‘definitely not’), and a relatively high
proportion – around a quarter (23%) – do not know if they respect consumer rights and
protection rules. A majority (52%) think they respect consumers’ rights, with 9% saying
that they definitely respect them and 43% saying that they respect them to some extent.
More than three in ten respondents (32%) say they do not know if airlines of charter
flight companies respect consumers’ rights. More than one in ten respondents (15%)
say that airlines or charter flight companies do not respect consumers’ rights (11% ‘not
really’, and 4% ‘definitely not’).A majority of people (53%) feel that airlines or charter
flight companies respect consumers’ rights: 17% think that they definitely respect them,
and 36% think that they respect them to some extent.
Looking only at respondents who gave a valid answer to this question (excluding those
who answered ‘Don’t know’) the results are as follows: more than two in ten respondents
(23%) do not trust airlines of charter flight companies to respect consumers’ rights
(16% ‘not really’ and 7% ‘definitely not’). A majority of respondents (77%) trust these
businesses with their consumer rights (24% ‘definitely’ and 53% ‘to some extent’).
The socio demographic data show that men are more likely than women to not trust
any of the businesses considered in this question. This is the case especially with regards
to banks or other credit providers (44% vs. 37%).
Differences in results by age do not provide a clear pattern across all items. For instance,
older respondents, aged 31-45 years, are more likely to distrust banks or other credit
providers than younger respondents, aged 21-30 years (46% vs. 32%), but are less
likely feel the same about companies selling online (36% vs. 41%).
Respondents who finished education aged 15 or earlier are more likely than those who
finished at 20 years or later to not trust any of the businesses considered. This is the
case especially with regards to shops selling household devices (55% vs. 29%).
Respondents living in rural areas are more likely than those in large towns to not trust
companies selling online (41% vs. 33%) and tour operators/travel agencies (26% vs.
21%). However, this is not the case regarding banks or other credit providers, which are
rather distrusted by large towns (39% vs. 45%).
Manual workers are more likely than employees to distrust mobile phone and telecom
companies, companies selling online and shops selling household appliances. Self-
employed respondents are the most likely to distrust banks or other credit providers,
tour operators/travel agencies and flight companies.
Individuals who access the internet at university are the least likely to distrust almost all
of the businesses with respect of consumers’ rights.
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
28
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
29
2. EFFICIENCY OF THE CROATIAN JUSTICE SYSTEM IN ENFORCING
CONSUMER PROTECTION
– 84% persons think that the Croatian justice system is not effective when it
comes to punishing businesses that mislead or cheat consumers–
Only 12% of respondents feel that the Croatian justice system is efficient in punishing
businesses that mislead or cheat consumers; an overwhelming majority of 84% of
respondents consider that this is not the case.
The socio-demographic data show that the 31-45 age group is more critical of the
justice system (87%) than the 21-30 age group (80%).
Manual workers (25%) and respondents with no internet access (23%) are more likely to
believe that the justice system is efficient in punishing businesses that mislead or cheat
consumers than employees (10%).
While just 9% of people who noticed information about consumers’ rights think the
system is efficient, 18% of respondents who did not notice any information think that it
is efficient.
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
30
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
31
IV. INFORMATION SOURCES ABOUT CONSUMER RIGHTS IN
CROATIA
1. AWARENESS OF INSTITUTIONS/ORGANIZATIONS DEALING WITH
PROTECTION OF CONSUMER RIGHTS
– Four organizations dealing with consumer rights were spontaneously
named by at least a tenth of respondents–
Respondents were first asked if they knew any institutions and organizations/associations
that deal with the protection of consumers’ rights spontaneously.
A considerable proportion of respondents (43%) could not name any organization dealing
with protection of consumer rights.
Roughly four out of ten respondents (39%) said that they knew Potrošač“ - Društvo za
zaštitu potrošača Hrvatske3, while a quarter (25%) knew at least one consumer TV
programme. One person in six (16%) knew of Drzavni Inspektorat4, and over a tenth of
the respondents (11%) knew HAKOM5.
Less than a tenth of people were familiar with Ministartsvo Gospodarstva the Ministry of
Economy Consumer Protection Department6 (9%), Savez udruga za zaštitu potrošača
(SUZP)7 (8%), Centar za edukaciju i informiranje potrošača8 (4%), and Europski
potrošački centar Hrvatska9 (3%).
3 This represents a non-governmental organisation. More information about it can be found at http://www.potrosac.hr. 4 This represents a governmental institution. More information about it can be found at http://www.inspektorat.hr. 5 This represents a public authority - the Croatian Post and Electronic Communications Agency. More information about it can be found at http://www.hakom.hr. 6 This represents a governmental institution. More information about it can be found at http://potrosac.mingorp.hr/en/potrosac/. 7 This represents an alliance of consumer protection associations. More information about it can be found at http://zastita-potrosaca.org/. 8 This represents a non-governmental organisation. More information about it can be found at http://www.ceip.hr/. 9 This represents the European Consumer Centre in Croatia, part of the ECC network. More information about it can be found at http://ecc-croatia.hr/.
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
32
(DO NOT READ OUT – MULTIPLE ANSWERS POSSIBLE)
The socio-demographic data suggest that men are slightly more likely than women to
know these organizations, especially Potrošač“ - Društvo za zaštitu potrošača Hrvatske
(42% vs. 36%). People aged 31-45 are also more likely to have heard of this
organization (44% vs. 32% in 21-30 age group).
There is a strong link between the respondent’s level of education and his or her
awareness of Potrošač“ - Društvo za zaštitu potrošača Hrvatske: 52% of people who
finished their education aged 20 or over know about it, whereas only 12% of those who
left school aged 15 or under do so. Familiarity with this group is also highest among
employees (45%) and self-employed people (43%), and lowest among people who are
not working (32%) and manual workers (28%).
Individuals who access the internet at work (49%) are the most likely to have heard of
Potrošač“ - Društvo za zaštitu potrošača Hrvatske; those with no access (29%) are the
least likely.
People who have noticed some information about consumer rights within the last two
years are more likely to know Potrošač“ - Društvo za zaštitu potrošača Hrvatske than
those who did not see any such information (45% vs. 27%).
Regionally, people in Slavonia (42%) were the most likely to know Potrošač“ - Društvo za
zaštitu potrošača Hrvatske, while those in Istra, Rijeka and Gorski Kotar (34%) were the
least likely.
Awareness of Drzavni Inspektorat was highest in Istra, Rijeka and Gorski Kotar (23%)
and lowest in Zagreb (13%),
People with no internet access (31%) and residents of Lika & Banovina (33%) are the
most likely to know consumer TV programmes.
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
33
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
34
Respondents who were unable to spontaneously name organizations dealing with
protection of consumer rights were then prompted regarding a part of them.
Around eight out of ten people (81%) said they have heard of the TV programme
‘Consumer Code’, while around seven out of ten (71%) were familiar with Potrošač“ -
Društvo za zaštitu potrošača Hrvatske. A narrow majority of respondents heard of
Ministartsvo Gospodarstva Consumer Protection Department (50% vs. 49% who have
not heard of it).
A sizable minority of respondents (42%) said they have heard of Savez udruga za zaštitu
potrošača (SUZP) and
13% of people said they had heard about the Europski potrošački centar Hrvatska.
Base: respondents who have not mentioned spontaneously these organizations
(N= between 614 and 980)
According to the socio-demographic results, women were more likely than men to
have heard of two of these organizations: Potrošač“ - Društvo za zaštitu potrošača
Hrvatske (76% vs. 66%), and Savez udruga za zaštitu potrošača (SUZP) (46% vs.
38%). People in the 31-45 age bracket were also more likely to mention these two
groups (78% vs. 62% in the case of Potrošač“ - Društvo za zaštitu potrošača Hrvatske,
and 45% vs. 38% in the case of Savez udruga za zaštitu potrošača (SUZP). However,
younger respondents were more likely to mention Ministartsvo Gospodarstva Consumer
Protection Department (55% vs. 46%).
Respondents with a higher level of education were more likely to mention ‘Consumer
Code’ (89% vs. 68%) and Potrošač“ - Društvo za zaštitu potrošača Hrvatske (78% vs.
60%), although education makes less of a difference when it comes to the other sources
of information.
People who noticed information about consumer rights within the last two years were
more likely to mention all five sources than those who have not noticed any information.
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
35
Base: respondents who have not mentioned spontaneously these organizations
(N= between 614 and 980)
Around a tenth of the respondents (9%) who know or have heard of at least one of the
organizations dealing with protection of consumer rights said they have asked one of
them for information or help. However, the vast majority of people (91%) who have
heard about these groups have never approached them for help.
Base: respondents who know or have heard of at least one of the
organizations / associations mentioned in questions Q8 and Q9 (N=983)
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
36
The socio-demographic results show that people with a higher level of education are
more likely to have sought help: 13% of people who left education aged 20 or over
asked one of these groups for information or help, compared with just 3% of people who
left school aged 15 or below.
Self-employed people (19%) were by far the most likely to have sought help, with
employees (10%) being the second most likely. However, relatively few people who are
not working (6%) and virtually no manual workers (0%) have approached any of the
organizations dealing with protection of consumer rights. People who noticed some
information about consumer rights within the last two years were also more likely to
have sought assistance (11% vs. 5%).
Base: respondents who know or have heard of at least one of the
organizations / associations mentioned in questions Q8 and Q9 (N=983)
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
37
2. TRUSTED SOURCES OF INFORMATION ABOUT CONSUMER RIGHTS
– Non-governmental consumer associations are the most trusted sources of
information –
Having established which sources of information they know, respondents were then
asked which sources they trust. Multiple answers were allowed, and they were asked
which source they would trust first and which second.
Over four out of ten people (43%) said they would trust a non-governmental consumer
association first – this was by far the most popular answer. Just over a tenth of
respondents (11%) said they would trust friends and relatives first.
Less than a tenth said they would first trust lawyers (8%), the TV show ‘Consumer Code’
(8%), the TV show ‘Checked Out’ (8%), the government or other public authorities
(7%), or shopkeepers and other sellers (7%).
Now combining the respondents’ first and second choices, the data show that six out of
ten people (60%) said they would trust a non-governmental consumer association, while
three out of ten (30%) would trust the TV programme ‘Consumer Code’. Around a
quarter would trust family and relatives (27%) or the TV programme ‘Checked Out’
(24%), while over a fifth would trust lawyers (22%).
Relatively few people consider shopkeepers, sellers or service providers (16%) or the
government or other public authorities (15%) to be among the two most trustworthy
sources of information.
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
38
(MULTIPLE ANSWERS POSSIBLE)
Looking now at the socio-demographic for first and second choices combined, we can
see that women are more likely to place their trust in most of the sources of information,
and especially in non-governmental consumer associations (63% vs. 56%). The one
exception is friends and relatives, which male respondents are more likely to trust (29%
vs. 25%).
People in the 21-30 age group are more likely to trust friends and relatives (30% vs.
25%) and the government (18% vs. 13%).
Respondents with a higher level of education are much more likely to trust non-
governmental consumer associations (68% vs. 35%) than people who left school aged
15 or below and who are more likely to trust the TV programme “Checked Out” (41% vs.
21%) and friends and relatives (31% vs. 25%).
People who live in large towns are more likely to trust non-governmental consumer
associations than those in rural villages (68% vs. 53%), whereas rural respondents are
more inclined to trust shopkeepers or service providers (19% vs. 12%).
Regionally, respondents in Istra, Rijeka and Gorski Kotar (67%) are the most likely to
trust non-governmental consumer associations, while those in Lika & Banovina (51%)
are the least likely to do so.
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
39
(MULTIPLE ANSWERS POSSIBLE)
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
40
3. WAYS OF ACCESS TO THE INTERNET
– A majority of people access the internet at home and via mobile phone,
smartphone or tablet –
Nearly nine out of ten people (88%) access the internet at home, while more than five in
ten people (56%) access it by phone, smartphone or tablet, and just under half access it
at work (47%).
A fifth of respondents (19%) access the internet in cyber-cafes, while slightly over a
tenth (12%) do so at school or university. Less than one in ten respondents (7%) say
spontaneously that they do not use the internet, or have no internet access.
(MULTIPLE ANSWERS POSSIBLE)
The socio-demographic data show that there are some differences in usage patterns
between men and women. In particular, men are somewhat more likely to access the
internet at work (50% vs. 43%) and in cyber-cafes (23% vs. 15%).
Internet usage among 21-30 year-olds is more common to happen at home (93% vs.
85%), at university (24% vs. 5%), via mobile phones, smartphones or tablets (72% vs.
46%) and in cyber-cafes (28% vs. 13%). However, 31-45 year-olds are more likely to
access the internet at work (49% vs. 42%).
Respondents with a higher level of education are more likely to access the internet in all
these contexts, as are urban respondents. Employees and self-employed people are also
more likely to access the internet in all five contexts than manual workers and people
who are not working.
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
41
Respondents who finished education at the age of 15 years or earlier are the most likely
to have no internet access (54% vs. 0-8%).
ANNEXES
TECHNICAL SPECIFICATIONS
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
FLASH EUROBAROMETER 389
“Consumers’ rights in Croatia”
TECHNICAL SPECIFICATIONS
Between the 9th and 20th of December 2013, TNS Political & Social, a consortium created between TNS political &
social, TNS UK and TNS opinion, carried out the survey FLASH EUROBAROMETER 389 about “Consumers’ rights in
Croatia”.
This survey has been requested by the EUROPEAN COMMISSION, Directorate-General for Health and Consumers.
It is a general public survey co-ordinated by the Directorate-General for Communication (DG COMM “Strategy,
Corporate Communication Actions and Eurobarometer” Unit).
The FLASH EUROBAROMETER 389 covers the national population of citizens aged 21-45 years residents in Croatia
as well as the population of citizens aged 21-45 years of all the European Union Member States that are residents
in Croatia and have a sufficient command of the national language to answer the questionnaire.
All interviews were carried using the TNS e-Call centre (our centralized CATI system). Respondents were called
both on fixed lines and mobile phones. The basic sample design applied is multi-stage random (probability). In
each household, the respondent was drawn at random following the "last birthday rule".
TNS has developed their own RDD sample generation capabilities based on using contact telephone numbers from
responders to random probability or random location face to face surveys, such as Eurobarometer, as seed
numbers. The approach works because the seed number identifies a working block of telephone numbers and
reduces the volume of numbers generated that will be ineffective.
The seed numbers are stratified by NUTS2 region and urbanisation to approximate a geographically representative
sample. From each seed number the required sample of numbers are generated by randomly replacing the last
two digits. The sample is then screened against business databases in order to exclude as many of these numbers
as possible before going into field.
TS1
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
Readers are reminded that survey results are estimations, the accuracy of which, everything being equal, rests
upon the sample size and upon the observed percentage. With samples of about 1,000 interviews, the real
percentages vary within the following confidence limits:
various sample sizes are in rows various observed results are in columns
5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
95% 90% 85% 80% 75% 70% 65% 60% 55% 50%
N=50 6,0 8,3 9,9 11,1 12,0 12,7 13,2 13,6 13,8 13,9 N=50
N=500 1,9 2,6 3,1 3,5 3,8 4,0 4,2 4,3 4,4 4,4 N=500
N=1000 1,4 1,9 2,2 2,5 2,7 2,8 3,0 3,0 3,1 3,1 N=1000
N=1500 1,1 1,5 1,8 2,0 2,2 2,3 2,4 2,5 2,5 2,5 N=1500
N=2000 1,0 1,3 1,6 1,8 1,9 2,0 2,1 2,1 2,2 2,2 N=2000
N=3000 0,8 1,1 1,3 1,4 1,5 1,6 1,7 1,8 1,8 1,8 N=3000
N=4000 0,7 0,9 1,1 1,2 1,3 1,4 1,5 1,5 1,5 1,5 N=4000
N=5000 0,6 0,8 1,0 1,1 1,2 1,3 1,3 1,4 1,4 1,4 N=5000
N=6000 0,6 0,8 0,9 1,0 1,1 1,2 1,2 1,2 1,3 1,3 N=6000
N=7000 0,5 0,7 0,8 0,9 1,0 1,1 1,1 1,1 1,2 1,2 N=7000
N=7500 0,5 0,7 0,8 0,9 1,0 1,0 1,1 1,1 1,1 1,1 N=7500
N=8000 0,5 0,7 0,8 0,9 0,9 1,0 1,0 1,1 1,1 1,1 N=8000
N=9000 0,5 0,6 0,7 0,8 0,9 0,9 1,0 1,0 1,0 1,0 N=9000
N=10000 0,4 0,6 0,7 0,8 0,8 0,9 0,9 1,0 1,0 1,0 N=10000
N=11000 0,4 0,6 0,7 0,7 0,8 0,9 0,9 0,9 0,9 0,9 N=11000
N=12000 0,4 0,5 0,6 0,7 0,8 0,8 0,9 0,9 0,9 0,9 N=12000
N=13000 0,4 0,5 0,6 0,7 0,7 0,8 0,8 0,8 0,9 0,9 N=13000
N=14000 0,4 0,5 0,6 0,7 0,7 0,8 0,8 0,8 0,8 0,8 N=14000
N=15000 0,3 0,5 0,6 0,6 0,7 0,7 0,8 0,8 0,8 0,8 N=15000
5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
95% 90% 85% 80% 75% 70% 65% 60% 55% 50%
Statistical Margins due to the sampling process
(at the 95% level of confidence)
ABBR. COUNTRIES INSTITUTES N°
INTERVIEWS
FIELDWORK
DATES
POPULATION
21-45 YEARS
HR Croatia HENDAL 1.005 09/12/2013 20/12/2013 1.428.949
TS2
QUESTIONNAIRE
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
Q1
1,2,3,4,5,6,7,
Q2
1
23456 Taken out a credit to buy a product (car, kitchen,
computer or other)1 2 3
NEW
Bought something on the internet 1 2 3Used the services of a mobile phone company 1 2 3
Bought a package holiday 1 2 3Bought a ticket for a regular or charter flight 1 2 3
Yes No DK/NA (DO NOT
READ OUT)
NEW
Have you over the past two years …
(READ OUT - ONE ANSWER ONLY)
By mobile phone / smartphone / tablet
ASK ALL
Consumers' rights in Croatia - Wave 1, December 2013
At homeAt workAt school / universityIn Cyber-cafè
Could you tell me if you use the internet…
(READ OUT – MULTIPLE ANSWERS POSSIBLE)
No, I do not use internet / No internet access (DO NOT READ OUT)Other (DO NOT READ OUT)
Bought a computer, DVD player or other electronic or household appliance
1 2 3
Q1: 'No, I do not use internet / No internet access', CODE 7 - SINGLE CODE
Q1
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
Q3
1
23456
Q4
1,2,3,4,5,6,7,8,9,
10,
Q5
123DK/NA (DO NOT READ OUT)
NEW
ASK ALL
Have you over the past two years been victim of a misleading advertising or a commercial practice that you considered to be unfair?
YesNo
Other (DO NOT READ OUT)Nothing (DO NOT READ OUT)DK/NA (DO NOT READ OUT)
NEW
I sought information about my rightsI asked help from a non-governmental consumer associationI asked help from a government consumer authorityI asked advice from friends and/or familyI consulted a lawyerI filed an official complaint (court, authorities)
Buying on the internetTelephone and/or mobile phone companies Banks or other credit providers
Have you over the past two years had any problems with …
(READ OUT - ONE ANSWER ONLY)
Yes No DK/NA (DO NOT
READ OUT)
Shops selling household or electronic devices (washing machine, computers, etc.)Tour operators/ Travel agencies Airlines or charter flight companies
NEW
1 2 31
2 3
2 3
1 2 31 2 3
ASK Q4 if at least one “Yes”, CODE 1 IN Q3 – OTHERS GO TO Q5
If yes, what did you do when this happened to you?
(DO NOT READ OUT – MULTIPLE ANSWERS POSSIBLE)
I complained to the seller or service provider
1 2 3
1
Q4: 'Nothing', CODE 9 and 'DK/NA', CODE 10 - SINGLE CODES
Q2
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
Q6A
1
2
3
4
5
Q6B
1
2
3
45
2 3
2 3
1 2 3
1 2 3
2 3
NEW
When an electronic or household device you just bought does not work properlyWhen the payments on the credit you took include unexpected fees and chargesWhen your package holiday is different from what the brochure promisedWhen your flight is delayed or cancelledWhen you don’t like what you ordered via the Internet
1
1
1
For each the following situations, please tell me if you would be interested to get more information about your rights:
(READ OUT - ONE ANSWER ONLY)
Yes No DK/NA (DO NOT
READ OUT)
NEW
3 4 5
When you don’t like what you ordered via the Internet
1 2 3 4 5
When your package holiday is different from what the brochure promised
1 2 3 4 5
When your flight is delayed or cancelled
1 2
When the payments on the credit you took include unexpected fees and charges
1 2 3 4 5
When an electronic or household device you just bought does not work properly
1 2 3 4 5
For each of the following situations, please tell me if you know your rights as a consumer:
(READ OUT - ONE ANSWER ONLY)
Yes, very well
Yes, well enough
No, not well
enough
No, not at all
DK/NA (DO NOT
READ OUT)
Q3
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
Q7
12345
6789
10
Q8
1,2,3,4,5,6,7,
8,9,
10,11,
Other (DO NOT READ OUT)None (DO NOT READ OUT)DK/NA (DO NOT READ OUT)
NEW
Where would you go for information or advice about your consumer rights if you have a problem with a product, a service or a seller?
(DO NOT READ OUT – ONE ANSWER POSSIBLE)
Government, Ministry, Public Authority
LawyersConsumer TV programmes ('Consumer Code' HRT, 'Checked Out' TV NOVA)
Non-governmental consumer associationShopkeepers, sellers or service providersFriends and relatives
DK/NA (DO NOT READ OUT)
NEW
Q8: 'None', CODE 10 and 'DK/NA', CODE 11 - SINGLE CODES
The European Consumer Centre in ZagrebSearch the internet Other (DO NOT READ OUT)
HAKOMMinistartsvo Gospodarstva Consumer Protection DepartmentSavez udruga za zaštitu potrošača (SUZP)Centar za edukaciju i informiranje potrošačaEuropski potrošački centar Hrvatska
What institutions and organizations/associations dealing with protection of consumers’ rights do you know?
(DO NOT READ OUT – MULTIPLE ANSWERS POSSIBLE)
Potrošač“ - Društvo za zaštitu potrošača Hrvatske
Drzavni Inspektorat Consumer TV programmes ('Consumer Code' HRT, 'Checked Out' TV NOVA)
Q4
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
Q9
1
2345
Q10
123
Q11a
123456789DK/NA (DO NOT READ OUT)
NEW
TV programme 'Checked Out'Other (DO NOT READ OUT)
Shopkeepers, sellers or service providersFriends and relativesLawyersTV programme 'Consumer Code'
ASK ALL
Who would you trust most to give you correct information and advice on your consumer rights, firstly?
(READ OUT - ONE ANSWER ONLY)
Government, Ministry, Public AuthorityA non-governmental consumer association
Have you ever asked this or any of these organisations for information or help?
YesNoDK/NA (DO NOT READ OUT)
NEW
ASK Q10 if at least one organization / association chosen in Q8 OR if at least one CODE 1 in Q9 – OTHERS GO TO Q11a
Ministartsvo Gospodarstva Consumer Protection Department
1 2 3
NEW
Consumer Code' TV programme 1 2 3Savez udruga za zaštitu potrošača (SUZP) 1 2 3
Potrošač“ - Društvo za zaštitu potrošača Hrvatske 1 2 3
Europski potrošački centar Hrvatska 1 2 3
Have you ever heard of:
(READ OUT - ONE ANSWER ONLY)
Yes No DK/NA (DO NOT
READ OUT)
ASK Q9 only for organizations/associations which were NOT mentioned in Q8 – OTHERS GO TO Q10
Q5
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
Q11b
1,2,3,4,5,6,7,8,9,
Q12
123
Q13
123
Have you in last 2 years noticed any information regarding consumer rights?
YesNoDK/NA (DO NOT READ OUT)
NEW
ASK Q13 if ‘Yes’, CODE 1 in Q12 – OTHERS GO TO Q14
Have you heard of the 0800 400 408 helpline for consumers of Ministartsvo?
YesNoDK/NA (DO NOT READ OUT)
NEW
And then secondly?
(READ OUT - MULTIPLE ANSWERS POSSIBLE)
Government, Ministry, Public AuthorityA non-governmental consumer associationShopkeepers, sellers or service providersFriends and relativesLawyersTV programme “Consumer Code”TV programme “Checked Out”Other (DO NOT READ OUT)DK/NA (DO NOT READ OUT)
NEW
Q11b: 'DK/NA', CODE 9 - SINGLE CODE
Q11b: EXCLUDE THE ANSWER GIVEN IN Q11a FROM THE LIST OF ANSWERS FOR Q11b, BUT KEEP 'OTHER', CODE 8
DO NOT ASK Q11b IF ANSWER 'DK/NA', CODE 9 IN Q11a
Q6
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
Q14
1
2
3
4
5
6
Q15
123
ASK ALL
Do you think the following sellers and service providers in Croatia respect consumer rights and protection rules?
(READ OUT - ONE ANSWER ONLY)
Yes, definitely
Yes, to some extent
No, not really
No, definitely
not
DK/NA (DO NOT
READ OUT)
Shops selling household or electronic devices (washing machine, computers, etc.)
1 2 3 4 5
Tour operators/ Travel agencies
1 2 3 4 5
Airlines or charter flight companies
1 2 3 4 5
Companies selling via the Internet
1 2 3 4 5
Mobile phone and telecom companies
1 2 3 4 5
Banks or other credit providers
1 2 3 4 5
NEW
In general, would you say that the Croatian justice system is efficient in punishing businesses that mislead or cheat consumers?
YesNoDK/NA (DO NOT READ OUT)
NEW
Q7
TABLES
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Kod kuće
At home
Flash EB
389
Q1 Možete li mi reći koristite li se internetom … (MOGUĆE JE VIŠE ODGOVORA)
Q1 Could you tell me if you use the internet… (MULTIPLE ANSWERS POSSIBLE)
U školi / na
fakultetu
At school /
university
Flash EB
389
Na poslu
At work
Flash EB
389
Putem
mobilnog
telefona /
pametnog
telefona /
tableta
By mobile
phone /
smartphone /
tablet
Flash EB
389
U
internetskom
kafiću
In Cyber-cafè
Flash EB
389
Ne, ne
koristim se
internetom /
Nemam
pristup
internetu (NE
ČITAJ)
No, I do not
use internet /
No internet
access (DO
NOT READ
OUT)
Flash EB
389
Nešto drugo
(NE ČITAJ)
Other (DO
NOT READ
OUT)
Flash EB
389
56 1 788 47 12 19
T1
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Q2.1 Jeste li tijekom prethodne dvije godine…
Kupili računalo, DVD player ili drugi elektronički ili kućanski uređaj
Q2.1 Have you over the past two years …
Bought a computer, DVD player or other electronic or household appliance
Ne
62 38 0
Yes
Flash EB
389
Flash EB
389
No
T2
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Q2.2 Jeste li tijekom prethodne dvije godine…
Kupili turistički aranžman/paket putovanje
Q2.2 Have you over the past two years …
Bought a package holiday
Ne
18 82 0
Yes
Flash EB
389
Flash EB
389
No
T3
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Q2.3 Jeste li tijekom prethodne dvije godine…
Kupili kartu za redovni ili čarter let
Q2.3 Have you over the past two years …
Bought a ticket for a regular or charter flight
Ne
16 84 0
Yes
Flash EB
389
Flash EB
389
No
T4
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Q2.4 Jeste li tijekom prethodne dvije godine…
Kupili nešto putem interneta
Q2.4 Have you over the past two years …
Bought something on the internet
Ne
49 51 0
Yes
Flash EB
389
Flash EB
389
No
T5
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Q2.5 Jeste li tijekom prethodne dvije godine…
Koristili usluge operatora pokretne telefonske mreže
Q2.5 Have you over the past two years …
Used the services of a mobile phone company
Ne
94 6 0
Yes
Flash EB
389
Flash EB
389
No
T6
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Q2.6 Jeste li tijekom prethodne dvije godine…
Uzeli kredit za kupovinu proizvoda (automobila, kuhinje, računala ili sličnog)
Q2.6 Have you over the past two years …
Taken out a credit to buy a product (car, kitchen, computer or other)
Ne
16 84 0
Yes
Flash EB
389
Flash EB
389
No
T7
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Q3.1 Jeste li tijekom prethodne dvije godine imali bilo kakvih problema s …
Trgovinama koje prodaju kućanske ili elektroničke uređaje (stroj za pranje rublja, računala itd.)
Q3.1 Have you over the past two years had any problems with …
Shops selling household or electronic devices (washing machine, computers, etc.)
Ne
11 89 0
Yes
Flash EB
389
Flash EB
389
No
T8
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Q3.2 Jeste li tijekom prethodne dvije godine imali bilo kakvih problema s …
Turoperatorima/ turističkim agencijama
Q3.2 Have you over the past two years had any problems with …
Tour operators/ Travel agencies
Ne
2 98 0
Yes
Flash EB
389
Flash EB
389
No
T9
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Q3.3 Jeste li tijekom prethodne dvije godine imali bilo kakvih problema s …
Zrakoplovnim ili čarter tvrtkama
Q3.3 Have you over the past two years had any problems with …
Airlines or charter flight companies
Ne
2 97 1
Yes
Flash EB
389
Flash EB
389
No
T10
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Q3.4 Jeste li tijekom prethodne dvije godine imali bilo kakvih problema s …
Kupovinom putem interneta
Q3.4 Have you over the past two years had any problems with …
Buying on the internet
Ne
6 94 0
Yes
Flash EB
389
Flash EB
389
No
T11
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Q3.5 Jeste li tijekom prethodne dvije godine imali bilo kakvih problema s …
Operatorima nepokretne i/li pokretne telefonske mreže
Q3.5 Have you over the past two years had any problems with …
Telephone and/or mobile phone companies
Ne
33 67 0
Yes
Flash EB
389
Flash EB
389
No
T12
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Q3.6 Jeste li tijekom prethodne dvije godine imali bilo kakvih problema s …
Bankama ili drugim kreditnim ustanovama
Q3.6 Have you over the past two years had any problems with …
Banks or other credit providers
Ne
11 89 0
Yes
Flash EB
389
Flash EB
389
No
T13
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Zatražio/la sam
pomoć državnog
tijela za zaštitu
potrošača
Zatražio/la sam
savjet prijatelja i/ili
obitelji
Flash EB
389
Flash EB
389
Flash EB
389
Flash EB
389
3
Q4 Ako je odgovor da, što ste učinili kada Vam se to dogodilo? (NE ČITAJ - MOGUĆE VIŠE ODGOVORA)
Q4 If yes, what did you do when this happened to you? (DO NOT READ OUT – MULTIPLE ANSWERS POSSIBLE)
Podnio/podnijela
sam prigovor
prodavaču ili
pružatelju usluge
Potražio/la sam
informacije o
svojim pravima
Zatražio/la sam
pomoć nevladine
udruge za zaštitu
potrošača
I asked advice from
friends and/or
family
I asked help from a
government
consumer authority
I asked help from a
non-governmental
consumer
association
I sought
information about
my rights
I complained to the
seller or service
provider
13768
Flash EB
389
T14
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Podnio/podnijela
sam službenu
pritužbu (sudu,
vlastima)
I filed an official
complaint (court,
authorities)
Flash EB
389
Obratio/la sam se
odvjetniku
I consulted a lawyer
Flash EB
389
Ništa od navedenog
(NE ČITAJ)
Nothing (DO NOT
READ OUT)
Flash EB
389
Nešto drugo (NE
ČITAJ)
Other (DO NOT
READ OUT)
Flash EB
389
Q4 Ako je odgovor da, što ste učinili kada Vam se to dogodilo? (NE ČITAJ - MOGUĆE VIŠE ODGOVORA)
Q4 If yes, what did you do when this happened to you? (DO NOT READ OUT – MULTIPLE ANSWERS POSSIBLE)
17 22 1 6
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO NOT
READ OUT)
Flash EB
389
T15
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR 21 78 1
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Ne
No
Flash EB
389
Da
Yes
Flash EB
389
Q5 Jeste li tijekom prethodne dvije godine bili žrtva obmanjujućeg oglašavanja ili trgovačke prakse koju smatrate
nepoštenom?
Q5 Have you over the past two years been victim of a misleading advertising or a commercial practice that you considered
to be unfair?
T16
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Ne zna/bez
odgovora (NE
ČITAJ)
Q6A.1 Za svaku od sljedećih situacija, molim Vas recite mi znate li koja su Vaša prava kao potrošača:
Ako elektronički ili kućanski uređaj koji ste upravo kupili ne radi pravilno
Q6A.1 For each of the following situations, please tell me if you know your rights as a consumer:
When an electronic or household device you just bought does not work properly
Ne, uopće ne Ukupno 'Da'
Flash EB
389
Yes, very
well
Flash EB
389
Da, prilično
dobro
Yes, well
enough
Flash EB
389
Da, vrlo
dobro
Ne, ne
naročito
DK/NA (DO
NOT READ
OUT)
Flash EB
389
29 41 20 9 1
No, not well
enough
Flash EB
389
No, not at all
70
Total 'Yes'
Flash EB
389
Ukupno 'Ne'
Total 'No'
Flash EB
389
29
T17
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Ne zna/bez
odgovora (NE
ČITAJ)
Q6A.2 Za svaku od sljedećih situacija, molim Vas recite mi znate li koja su Vaša prava kao potrošača:
Ako rate kredita koji ste uzeli uključuju neočekivane pristojbe i naknade
Q6A.2 For each of the following situations, please tell me if you know your rights as a consumer:
When the payments on the credit you took include unexpected fees and charges
Ne, uopće ne Ukupno 'Da'
Flash EB
389
Yes, very
well
Flash EB
389
Da, prilično
dobro
Yes, well
enough
Flash EB
389
Da, vrlo
dobro
Ne, ne
naročito
DK/NA (DO
NOT READ
OUT)
Flash EB
389
15 21 30 28 6
No, not well
enough
Flash EB
389
No, not at all
Ukupno 'Ne'
Total 'Yes' Total 'No'
Flash EB
389
Flash EB
389
36 58
T18
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Ne zna/bez
odgovora (NE
ČITAJ)
Q6A.3 Za svaku od sljedećih situacija, molim Vas recite mi znate li koja su Vaša prava kao potrošača:
Ako se Vaš turistički aranžman/paket putovanje razlikuje od onog što je navedeno u brošuri
Q6A.3 For each of the following situations, please tell me if you know your rights as a consumer:
When your package holiday is different from what the brochure promised
Ne, uopće ne Ukupno 'Da'
Flash EB
389
Yes, very
well
Flash EB
389
Da, prilično
dobro
Yes, well
enough
Flash EB
389
Da, vrlo
dobro
Ne, ne
naročito
DK/NA (DO
NOT READ
OUT)
Flash EB
389
13 19 29 31 8
No, not well
enough
Flash EB
389
No, not at all
Ukupno 'Ne'
Total 'Yes' Total 'No'
Flash EB
389
Flash EB
389
32 60
T19
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Ne zna/bez
odgovora (NE
ČITAJ)
Q6A.4 Za svaku od sljedećih situacija, molim Vas recite mi znate li koja su Vaša prava kao potrošača:
Ako Vaš let kasni ili je otkazan
Q6A.4 For each of the following situations, please tell me if you know your rights as a consumer:
When your flight is delayed or cancelled
Ne, uopće ne Ukupno 'Da'
Flash EB
389
Yes, very
well
Flash EB
389
Da, prilično
dobro
Yes, well
enough
Flash EB
389
Da, vrlo
dobro
Ne, ne
naročito
DK/NA (DO
NOT READ
OUT)
Flash EB
389
11 18 24 38 9
No, not well
enough
Flash EB
389
No, not at all
Ukupno 'Ne'
Total 'Yes' Total 'No'
Flash EB
389
Flash EB
389
29 62
T20
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Ne zna/bez
odgovora (NE
ČITAJ)
Q6A.5 Za svaku od sljedećih situacija, molim Vas recite mi znate li koja su Vaša prava kao potrošača:
Ako Vam se ne sviđa ono što ste naručili putem interneta
Q6A.5 For each of the following situations, please tell me if you know your rights as a consumer:
When you don’t like what you ordered via the Internet
Ne, uopće ne Ukupno 'Da'
Flash EB
389
Yes, very
well
Flash EB
389
Da, prilično
dobro
Yes, well
enough
Flash EB
389
Da, vrlo
dobro
Ne, ne
naročito
DK/NA (DO
NOT READ
OUT)
Flash EB
389
18 25 21 29 7
No, not well
enough
Flash EB
389
No, not at all
Ukupno 'Ne'
Total 'Yes' Total 'No'
Flash EB
389
Flash EB
389
43 50
T21
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
No
Da
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Ne
Q6B.1 Za svaku od sljedećih situacija, molim Vas recite mi bi li Vas zanimalo da dobijete više informacija o svojim pravima:
Ako elektronički ili kućanski uređaj koji ste upravo kupili ne radi pravilno
Q6B.1 For each the following situations, please tell me if you would be interested to get more information about your
rights:
When an electronic or household device you just bought does not work properly
85 15 0
Yes
Flash EB
389
Flash EB
389
T22
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
No
Da
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Ne
Q6B.2 Za svaku od sljedećih situacija, molim Vas recite mi bi li Vas zanimalo da dobijete više informacija o svojim pravima:
Ako rate kredita koji ste uzeli uključuju neočekivane pristojbe i naknade
Q6B.2 For each the following situations, please tell me if you would be interested to get more information about your
rights:
When the payments on the credit you took include unexpected fees and charges
85 14 1
Yes
Flash EB
389
Flash EB
389
T23
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
No
Da
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Ne
Q6B.3 Za svaku od sljedećih situacija, molim Vas recite mi bi li Vas zanimalo da dobijete više informacija o svojim pravima:
Ako se Vaš turistički aranžman/paket putovanje razlikuje od onog što je navedeno u brošuri
Q6B.3 For each the following situations, please tell me if you would be interested to get more information about your
rights:
When your package holiday is different from what the brochure promised
81 18 1
Yes
Flash EB
389
Flash EB
389
T24
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
No
Da
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Ne
Q6B.4 Za svaku od sljedećih situacija, molim Vas recite mi bi li Vas zanimalo da dobijete više informacija o svojim pravima:
Ako Vaš let kasni ili je otkazan
Q6B.4 For each the following situations, please tell me if you would be interested to get more information about your
rights:
When your flight is delayed or cancelled
79 19 2
Yes
Flash EB
389
Flash EB
389
T25
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
No
Da
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Ne
Q6B.5 Za svaku od sljedećih situacija, molim Vas recite mi bi li Vas zanimalo da dobijete više informacija o svojim pravima:
Ako Vam se ne sviđa ono što ste naručili putem interneta
Q6B.5 For each the following situations, please tell me if you would be interested to get more information about your
rights:
When you don’t like what you ordered via the Internet
81 17 2
Yes
Flash EB
389
Flash EB
389
T26
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Q7 Kamo biste otišli po informaciju ili savjet o svojim pravima kao potrošača ako imate problema s proizvodom,
uslugom ili prodavačem? (NE ČITAJ)
Q7 Where would you go for information or advice about your consumer rights if you have a problem with a product, a
service or a seller? (DO NOT READ OUT)
Nevladinoj udruzi
za zaštitu potrošača
Non-governmental
consumer
association
Flash EB
389
Vladi, Ministarstvu,
javnoj vlasti
Government,
Ministry, Public
Authority
Flash EB
389
Prijateljima i rodbini
Friends and
relatives
Flash EB
389
Vlasnicima
trgovina,
prodavačima ili
pružateljima usluga
Shopkeepers,
sellers or service
providers
Flash EB
389
Odvjetnicima
Lawyers
20 18 46 2
Flash EB
389
T27
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Obratili biste se TV
programima o
zaštiti potrošača
("Potrošački kod"
HRT-a, "Provjereno"
NOVE TV)
U Europski
potrošački centar u
Zagrebu
Search the internet Other (DO NOT
READ OUT)
DK/NA (DO NOT
READ OUT)
Flash EB
389
Flash EB
389
Pretraživali biste
internet
Nešto drugo (NE
ČITAJ)
Ne zna/bez
odgovora (NE
ČITAJ)
Consumer TV
programmes
('Consumer Code'
HRT, 'Checked Out'
TV NOVA)
The European
Consumer Centre in
Zagreb
17 3 10
Q7 Kamo biste otišli po informaciju ili savjet o svojim pravima kao potrošača ako imate problema s proizvodom,
uslugom ili prodavačem? (NE ČITAJ)
Q7 Where would you go for information or advice about your consumer rights if you have a problem with a product, a
service or a seller? (DO NOT READ OUT)
Flash EB
389
Flash EB
389
Flash EB
389
2 0
T28
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
HAKOM -
Hrvatska
agencija za
poštu i
elektroničke
komunikacije
Flash EB
389
"Potrošač" -
Društvo za
zaštitu potrošača
Hrvatske
Potrošač“ -
Društvo za
zaštitu potrošača
Hrvatske
Flash EB
389
Q8 Koje su Vam ustanove i organizacije/udruge koje se bave zaštitom prava potrošača poznate? (NE ČITAJ - MOGUĆE
VIŠE ODGOVORA)
Q8 What institutions and organizations/associations dealing with protection of consumers’ rights do you know? (DO NOT
READ OUT – MULTIPLE ANSWERS POSSIBLE)
Odjel za zaštitu
potrošača pri
Ministarstvu
gospodarstva
Ministartsvo
Gospodarstva
Consumer
Protection
Department
Flash EB
389
Europski
potrošački
centar Hrvatska
Europski
potrošački
centar Hrvatska
Flash EB
389
HAKOM
Flash EB
389
Centar za
edukaciju i
informiranje
potrošača
Centar za
edukaciju i
informiranje
potrošača
Flash EB
389
Savez udruga za
zaštitu potrošača
(SUZP)
Savez udruga za
zaštitu potrošača
(SUZP)
4 339 11 9 8
T29
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Državni
inspektorat
Drzavni
Inspektorat
Consumer TV
programmes
('Consumer
Code' HRT,
'Checked Out' TV
NOVA)
Other (DO NOT
READ OUT)
None (DO NOT
READ OUT)
DK/NA (DO NOT
READ OUT)
TV programi o
zaštiti potrošača
("Potrošački
kod" HRT-a,
"Provjereno"
NOVE TV)
Nešto drugo (NE
ČITAJ)
Ništa od
navedenog (NE
ČITAJ)
Ne zna/bez
odgovora (NE
ČITAJ)
Flash EB
389
Flash EB
389
Flash EB
389
Flash EB
389
Flash EB
389
Q8 Koje su Vam ustanove i organizacije/udruge koje se bave zaštitom prava potrošača poznate? (NE ČITAJ - MOGUĆE
VIŠE ODGOVORA)
Q8 What institutions and organizations/associations dealing with protection of consumers’ rights do you know? (DO NOT
READ OUT – MULTIPLE ANSWERS POSSIBLE)
16 25 2 12 31
T30
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Q9.1 Jeste li ikada čuli za:
"Potrošač" - Društvo za zaštitu potrošača Hrvatske
Q9.1 Have you ever heard of:
Potrošač“ - Društvo za zaštitu potrošača Hrvatske
Ne
71 28 1
Yes
Flash EB
389
Flash EB
389
No
T31
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Q9.2 Jeste li ikada čuli za:
Europski potrošački centar Hrvatska
Q9.2 Have you ever heard of:
Europski potrošački centar Hrvatska
Ne
13 86 1
Yes
Flash EB
389
Flash EB
389
No
T32
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Q9.3 Jeste li ikada čuli za:
TV program "Potrošački kod"
Q9.3 Have you ever heard of:
Consumer Code' TV programme
Ne
81 19 0
Yes
Flash EB
389
Flash EB
389
No
T33
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Q9.4 Jeste li ikada čuli za:
Savez udruga za zaštitu potrošača (SUZP)
Q9.4 Have you ever heard of:
Savez udruga za zaštitu potrošača (SUZP)
Ne
42 57 1
Yes
Flash EB
389
Flash EB
389
No
T34
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Q9.5 Jeste li ikada čuli za:
Odjel za zaštitu potrošača pri Ministarstvu gospodarstva
Q9.5 Have you ever heard of:
Ministartsvo Gospodarstva Consumer Protection Department
Ne
50 49 1
Yes
Flash EB
389
Flash EB
389
No
T35
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR 9 91 0
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Ne
No
Flash EB
389
Da
Yes
Flash EB
389
Q10 Jeste li ikad zatražili informaciju ili pomoć od ove ili bilo koje od ovih organizacija?
Q10 Have you ever asked this or any of these organisations for information or help?
T36
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Vladi, Ministarstvu,
javnoj vlasti
Government,
Ministry, Public
Authority
Flash EB
389
Q11a Komu biste prvenstveno najviše vjerovali da će Vam dati točnu informaciju i točan savjet o Vašim pravima kao
potrošača?
Q11a Who would you trust most to give you correct information and advice on your consumer rights, firstly?
Vlasnicima
trgovina,
prodavačima ili
pružateljima usluga
Shopkeepers,
sellers or service
providers
Flash EB
389
Nevladinoj udruzi
za zaštitu potrošačaOdvjetnicima
Lawyers
Flash EB
389
Prijateljima i rodbini
Friends and
relatives
Flash EB
389
87 43 7 11
A non-
governmental
consumer
association
Flash EB
389
T37
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
TV programu
"Potrošački kod"
TV programu
"Provjereno"
Flash EB
389
Nešto drugo (NE
ČITAJ)
Ne zna/bez
odgovora (NE
ČITAJ)
TV programme
'Consumer Code'
TV programme
'Checked Out'
Other (DO NOT
READ OUT)
8 2 6
Q11a Komu biste prvenstveno najviše vjerovali da će Vam dati točnu informaciju i točan savjet o Vašim pravima kao
potrošača?
Q11a Who would you trust most to give you correct information and advice on your consumer rights, firstly?
8
DK/NA (DO NOT
READ OUT)
Flash EB
389
Flash EB
389
Flash EB
389
T38
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Vladi, Ministarstvu,
javnoj vlasti
Government,
Ministry, Public
Authority
Flash EB
389
Q11b A zatim? (MOGUĆE VIŠE ODGOVORA)
Q11b And then secondly? (MULTIPLE ANSWERS POSSIBLE)
Vlasnicima
trgovina,
prodavačima ili
pružateljima usluga
Shopkeepers,
sellers or service
providers
Flash EB
389
Nevladinoj udruzi
za zaštitu potrošačaOdvjetnicima
Lawyers
Flash EB
389
Prijateljima i rodbini
Friends and
relatives
Flash EB
389
159 18 9 17
A non-
governmental
consumer
association
Flash EB
389
T39
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
TV programu
"Potrošački kod"
TV programu
"Provjereno"
Flash EB
389
Nešto drugo (NE
ČITAJ)
Ne zna/bez
odgovora (NE
ČITAJ)
TV programme
“Consumer Code”
TV programme
“Checked Out”
Other (DO NOT
READ OUT)
17 4 9
Q11b A zatim? (MOGUĆE VIŠE ODGOVORA)
Q11b And then secondly? (MULTIPLE ANSWERS POSSIBLE)
23
DK/NA (DO NOT
READ OUT)
Flash EB
389
Flash EB
389
Flash EB
389
T40
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Vladi, Ministarstvu,
javnoj vlasti
Government,
Ministry, Public
Authority
Flash EB
389
Q11T - Komu biste prvenstveno najviše vjerovali da će Vam dati točnu informaciju i točan savjet o Vašim pravima kao
potrošača? A zatim?
Q11T - Who would you trust most to give you correct information and advice on your consumer rights, firstly? And then
secondly?
Vlasnicima
trgovina,
prodavačima ili
pružateljima usluga
Shopkeepers,
sellers or service
providers
Flash EB
389
Nevladinoj udruzi
za zaštitu potrošačaOdvjetnicima
Lawyers
Flash EB
389
Prijateljima i rodbini
Friends and
relatives
Flash EB
389
2227166015
A non-
governmental
consumer
association
Flash EB
389
T41
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Flash EB
389
Nešto drugo (NE
ČITAJ)
Ne zna/bez
odgovora (NE
ČITAJ)
TV programme
“Consumer Code”
TV programme
“Checked Out”
Other (DO NOT
READ OUT)
TV programu
"Potrošački kod"
TV programu
"Provjereno"
24 5 7
Q11T - Komu biste prvenstveno najviše vjerovali da će Vam dati točnu informaciju i točan savjet o Vašim pravima kao
potrošača? A zatim?
Q11T - Who would you trust most to give you correct information and advice on your consumer rights, firstly? And then
secondly?
30
DK/NA (DO NOT
READ OUT)
Flash EB
389
Flash EB
389
Flash EB
389
T42
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR 66 34 0
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Ne
No
Flash EB
389
Da
Yes
Flash EB
389
Q12 Jeste li u prethodne dvije godine uočili bilo kakve informacije o pravima potrošača?
Q12 Have you in last 2 years noticed any information regarding consumer rights?
T43
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR 24 75 1
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Ne
No
Flash EB
389
Da
Yes
Flash EB
389
Q13 Jeste li čuli za besplatni telefon Ministarstva 0800 400 408 za potrošače?
Q13 Have you heard of the 0800 400 408 helpline for consumers of Ministartsvo?
T44
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da, sigurnoNe, ne
naročito
Ne zna/bez
odgovora (NE
ČITAJ)
Q14.1 Po Vašem mišljenju, poštuju li sljedeći prodavači i pružatelji usluga u Hrvatskoj prava potrošača i pravila o
zaštiti potrošača?
Trgovine koje prodaju kućanske ili elektroničke uređaje (stroj za pranje rublja, računala itd.)
Q14.1 Do you think the following sellers and service providers in Croatia respect consumer rights and protection
rules?
Shops selling household or electronic devices (washing machine, computers, etc.)
Ne, sigurno
neUkupno 'Da'
Flash EB
389
Yes,
definitely
Flash EB
389
Da, donekle
Yes, to some
extent
Flash EB
389
DK/NA (DO
NOT READ
OUT)
Flash EB
389
11 51 25 8 5
No, not really
Flash EB
389
No, definitely
not
Ukupno 'Ne'
Total 'Yes' Total 'No'
Flash EB
389
Flash EB
389
62 33
T45
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da, sigurnoNe, ne
naročito
Ne zna/bez
odgovora (NE
ČITAJ)
Q14.2 Po Vašem mišljenju, poštuju li sljedeći prodavači i pružatelji usluga u Hrvatskoj prava potrošača i pravila o
zaštiti potrošača?
Turoperatori/ turističke agencije
Q14.2 Do you think the following sellers and service providers in Croatia respect consumer rights and protection
rules?
Tour operators/ Travel agencies
Ne, sigurno
neUkupno 'Da'
Flash EB
389
Yes,
definitely
Flash EB
389
Da, donekle
Yes, to some
extent
Flash EB
389
DK/NA (DO
NOT READ
OUT)
Flash EB
389
9 43 19 6 23
No, not really
Flash EB
389
No, definitely
not
Ukupno 'Ne'
Total 'Yes' Total 'No'
Flash EB
389
Flash EB
389
52 25
T46
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da, sigurnoNe, ne
naročito
Ne zna/bez
odgovora (NE
ČITAJ)
Q14.3 Po Vašem mišljenju, poštuju li sljedeći prodavači i pružatelji usluga u Hrvatskoj prava potrošača i pravila o
zaštiti potrošača?
Zrakoplovne ili čarter tvrtke
Q14.3 Do you think the following sellers and service providers in Croatia respect consumer rights and protection
rules?
Airlines or charter flight companies
Ne, sigurno
neUkupno 'Da'
Flash EB
389
Yes,
definitely
Flash EB
389
Da, donekle
Yes, to some
extent
Flash EB
389
DK/NA (DO
NOT READ
OUT)
Flash EB
389
17 36 11 4 32
No, not really
Flash EB
389
No, definitely
not
Ukupno 'Ne'
Total 'Yes' Total 'No'
Flash EB
389
Flash EB
389
53 15
T47
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da, sigurnoNe, ne
naročito
Ne zna/bez
odgovora (NE
ČITAJ)
Q14.4 Po Vašem mišljenju, poštuju li sljedeći prodavači i pružatelji usluga u Hrvatskoj prava potrošača i pravila o
zaštiti potrošača?
Tvrtke koje prodaju putem interneta
Q14.4 Do you think the following sellers and service providers in Croatia respect consumer rights and protection
rules?
Companies selling via the Internet
Ne, sigurno
neUkupno 'Da'
Flash EB
389
Yes,
definitely
Flash EB
389
Da, donekle
Yes, to some
extent
Flash EB
389
DK/NA (DO
NOT READ
OUT)
Flash EB
389
9 35 27 11 18
No, not really
Flash EB
389
No, definitely
not
Ukupno 'Ne'
Total 'Yes' Total 'No'
Flash EB
389
Flash EB
389
44 38
T48
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da, sigurnoNe, ne
naročito
Ne zna/bez
odgovora (NE
ČITAJ)
Q14.5 Po Vašem mišljenju, poštuju li sljedeći prodavači i pružatelji usluga u Hrvatskoj prava potrošača i pravila o
zaštiti potrošača?
Operatori pokretne telefonske mreže i telekomunikacijske tvrtke
Q14.5 Do you think the following sellers and service providers in Croatia respect consumer rights and protection
rules?
Mobile phone and telecom companies
Ne, sigurno
neUkupno 'Da'
Flash EB
389
Yes,
definitely
Flash EB
389
Da, donekle
Yes, to some
extent
Flash EB
389
DK/NA (DO
NOT READ
OUT)
Flash EB
389
11 37 31 19 2
No, not really
Flash EB
389
No, definitely
not
Ukupno 'Ne'
Total 'Yes' Total 'No'
Flash EB
389
Flash EB
389
48 50
T49
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR
Da, sigurnoNe, ne
naročito
Ne zna/bez
odgovora (NE
ČITAJ)
Q14.6 Po Vašem mišljenju, poštuju li sljedeći prodavači i pružatelji usluga u Hrvatskoj prava potrošača i pravila o
zaštiti potrošača?
Banke ili druge kreditne ustanove
Q14.6 Do you think the following sellers and service providers in Croatia respect consumer rights and protection
rules?
Banks or other credit providers
Ne, sigurno
neUkupno 'Da'
Flash EB
389
Yes,
definitely
Flash EB
389
Da, donekle
Yes, to some
extent
Flash EB
389
DK/NA (DO
NOT READ
OUT)
Flash EB
389
12 42 25 16 5
No, not really
Flash EB
389
No, definitely
not
Ukupno 'Ne'
Total 'Yes' Total 'No'
Flash EB
389
Flash EB
389
54 41
T50
FLASH EUROBAROMETER 389 “Consumers’ rights in Croatia”
%
HR 12 84 4
Ne zna/bez
odgovora (NE
ČITAJ)
DK/NA (DO
NOT READ
OUT)
Flash EB
389
Ne
No
Flash EB
389
Da
Yes
Flash EB
389
Q15 Općenito govoreći, biste li rekli da je hrvatski pravosudni sustav učinkovit u smislu kažnjavanja tvrtki koje obmanjuju
ili varaju potrošače?
Q15 In general, would you say that the Croatian justice system is efficient in punishing businesses that mislead or cheat
consumers?
T51
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