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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”

1

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


2

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.

http://ec.europa.eu/public_opinion/index_en.htm


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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.


4

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.


6

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.


7

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.


10

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)


14

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).


18

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.


22

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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24

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%).


25

Base: respondents who have noticed any information on

consumer rights in the last 2 years (N=661)


26

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.


27

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.


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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.


30


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/.

http://www.potrosac.hr/

http://www.inspektorat.hr/

http://www.hakom.hr/

http://potrosac.mingorp.hr/en/potrosac/

http://zastita-potrosaca.org/

http://www.ceip.hr/

http://ecc-croatia.hr/


32


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.


33


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.


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)


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)


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.


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.


39



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.


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.


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”

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


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


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


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)

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?


I complained to the seller or service provider

1 2 3

1

Q4: 'Nothing', CODE 9 and 'DK/NA', CODE 10 - SINGLE CODES

Q2


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)

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:


Yes, very well

Yes, well enough

No, not well

enough

No, not at all

DK/NA (DO NOT

READ OUT)

Q3


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?


Potrošač“ - Društvo za zaštitu potrošača Hrvatske

Drzavni Inspektorat Consumer TV programmes ('Consumer Code' HRT, 'Checked Out' TV NOVA)

Q4


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?


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)

ASK Q9 only for organizations/associations which were NOT mentioned in Q8 – OTHERS GO TO Q10

Q5


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?


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?


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


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?


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?


NEW

Q7

TABLES


%

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


%

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


%

HR

Da

Ne zna/bez

odgovora (NE

ČITAJ)

DK/NA (DO

NOT READ

OUT)

Flash EB

389


Kupili turistički aranžman/paket putovanje


Bought a package holiday

Ne

18 82 0

Yes

Flash EB

389

Flash EB

389

No

T3


%

HR

Da

Ne zna/bez

odgovora (NE

ČITAJ)

DK/NA (DO

NOT READ

OUT)

Flash EB

389


Kupili kartu za redovni ili čarter let


Bought a ticket for a regular or charter flight

Ne

16 84 0

Yes

Flash EB

389

Flash EB

389

No

T4


%

HR

Da

Ne zna/bez

odgovora (NE

ČITAJ)

DK/NA (DO

NOT READ

OUT)

Flash EB

389


Kupili nešto putem interneta


Bought something on the internet

Ne

49 51 0

Yes

Flash EB

389

Flash EB

389

No

T5


%

HR

Da

Ne zna/bez

odgovora (NE

ČITAJ)

DK/NA (DO

NOT READ

OUT)

Flash EB

389


Koristili usluge operatora pokretne telefonske mreže


Used the services of a mobile phone company

Ne

94 6 0

Yes

Flash EB

389

Flash EB

389

No

T6


%

HR

Da

Ne zna/bez

odgovora (NE

ČITAJ)

DK/NA (DO

NOT READ

OUT)

Flash EB

389


Uzeli kredit za kupovinu proizvoda (automobila, kuhinje, računala ili sličnog)


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


%

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 …


Ne

11 89 0

Yes

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389

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389

No

T8


%

HR

Da

Ne zna/bez

odgovora (NE

ČITAJ)

DK/NA (DO

NOT READ

OUT)

Flash EB

389


Turoperatorima/ turističkim agencijama



Ne

2 98 0

Yes

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389

Flash EB

389

No

T9


%

HR

Da

Ne zna/bez

odgovora (NE

ČITAJ)

DK/NA (DO

NOT READ

OUT)

Flash EB

389


Zrakoplovnim ili čarter tvrtkama



Ne

2 97 1

Yes

Flash EB

389

Flash EB

389

No

T10


%

HR

Da

Ne zna/bez

odgovora (NE

ČITAJ)

DK/NA (DO

NOT READ

OUT)

Flash EB

389


Kupovinom putem interneta


Buying on the internet

Ne

6 94 0

Yes

Flash EB

389

Flash EB

389

No

T11


%

HR

Da

Ne zna/bez

odgovora (NE

ČITAJ)

DK/NA (DO

NOT READ

OUT)

Flash EB

389


Operatorima nepokretne i/li pokretne telefonske mreže


Telephone and/or mobile phone companies

Ne

33 67 0

Yes

Flash EB

389

Flash EB

389

No

T12


%

HR

Da

Ne zna/bez

odgovora (NE

ČITAJ)

DK/NA (DO

NOT READ

OUT)

Flash EB

389


Bankama ili drugim kreditnim ustanovama



Ne

11 89 0

Yes

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389

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389

No

T13


%

HR

Zatražio/la sam

pomoć državnog

tijela za zaštitu

potrošača

Zatražio/la sam

savjet prijatelja i/ili

obitelji

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389

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389

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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

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389

T14


%

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)

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389

T15


%

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

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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


%

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:


Ne, uopće ne Ukupno 'Da'

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389

Yes, very

well

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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

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389

No, not at all

70

Total 'Yes'

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389

Ukupno 'Ne'

Total 'No'

Flash EB

389

29

T17


%

HR

Ne zna/bez

odgovora (NE

ČITAJ)


Ako rate kredita koji ste uzeli uključuju neočekivane pristojbe i naknade




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


%

HR

Ne zna/bez

odgovora (NE

ČITAJ)


Ako se Vaš turistički aranžman/paket putovanje razlikuje od onog što je navedeno u brošuri




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'


Flash EB

389

Flash EB

389

32 60

T19


%

HR

Ne zna/bez

odgovora (NE

ČITAJ)


Ako Vaš let kasni ili je otkazan




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'


Flash EB

389

Flash EB

389

29 62

T20


%

HR

Ne zna/bez

odgovora (NE

ČITAJ)


Ako Vam se ne sviđa ono što ste naručili putem interneta




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'


Flash EB

389

Flash EB

389

43 50

T21


%

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:


85 15 0

Yes

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389

Flash EB

389

T22


%

HR

No

Da

Ne zna/bez

odgovora (NE

ČITAJ)

DK/NA (DO

NOT READ

OUT)

Flash EB

389

Ne


Ako rate kredita koji ste uzeli uključuju neočekivane pristojbe i naknade


rights:


85 14 1

Yes

Flash EB

389

Flash EB

389

T23


%

HR

No

Da

Ne zna/bez

odgovora (NE

ČITAJ)

DK/NA (DO

NOT READ

OUT)

Flash EB

389

Ne


Ako se Vaš turistički aranžman/paket putovanje razlikuje od onog što je navedeno u brošuri


rights:


81 18 1

Yes

Flash EB

389

Flash EB

389

T24


%

HR

No

Da

Ne zna/bez

odgovora (NE

ČITAJ)

DK/NA (DO

NOT READ

OUT)

Flash EB

389

Ne


Ako Vaš let kasni ili je otkazan


rights:


79 19 2

Yes

Flash EB

389

Flash EB

389

T25


%

HR

No

Da

Ne zna/bez

odgovora (NE

ČITAJ)

DK/NA (DO

NOT READ

OUT)

Flash EB

389

Ne


Ako Vam se ne sviđa ono što ste naručili putem interneta


rights:


81 17 2

Yes

Flash EB

389

Flash EB

389

T26


%

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

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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


%

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


%

HR

HAKOM -

Hrvatska

agencija za

poštu i

elektroničke

komunikacije

Flash EB

389

"Potrošač" -

Društvo za

zaštitu potrošača

Hrvatske

Potrošač“ -

Društvo za


Hrvatske

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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


(SUZP)

Savez udruga za


(SUZP)

4 339 11 9 8

T29


%

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


%

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


%

HR

Da

Ne zna/bez

odgovora (NE

ČITAJ)

DK/NA (DO

NOT READ

OUT)

Flash EB

389


Europski potrošački centar Hrvatska


Europski potrošački centar Hrvatska

Ne

13 86 1

Yes

Flash EB

389

Flash EB

389

No

T32


%

HR

Da

Ne zna/bez

odgovora (NE

ČITAJ)

DK/NA (DO

NOT READ

OUT)

Flash EB

389


TV program "Potrošački kod"


Consumer Code' TV programme

Ne

81 19 0

Yes

Flash EB

389

Flash EB

389

No

T33


%

HR

Da

Ne zna/bez

odgovora (NE

ČITAJ)

DK/NA (DO

NOT READ

OUT)

Flash EB

389


Savez udruga za zaštitu potrošača (SUZP)


Savez udruga za zaštitu potrošača (SUZP)

Ne

42 57 1

Yes

Flash EB

389

Flash EB

389

No

T34


%

HR

Da

Ne zna/bez

odgovora (NE

ČITAJ)

DK/NA (DO

NOT READ

OUT)

Flash EB

389


Odjel za zaštitu potrošača pri Ministarstvu gospodarstva


Ministartsvo Gospodarstva Consumer Protection Department

Ne

50 49 1

Yes

Flash EB

389

Flash EB

389

No

T35


%

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


%

HR


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


Shopkeepers,

sellers or service

providers

Flash EB

389

Nevladinoj udruzi

za zaštitu potrošačaOdvjetnicima

Lawyers

Flash EB

389


Friends and

relatives

Flash EB

389

87 43 7 11

A non-

governmental

consumer

association

Flash EB

389

T37


%

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


%

HR


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


Shopkeepers,

sellers or service

providers

Flash EB

389

Nevladinoj udruzi


Lawyers

Flash EB

389


Friends and

relatives

Flash EB

389

159 18 9 17

A non-

governmental

consumer

association

Flash EB

389

T39


%

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


%

HR


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


Shopkeepers,

sellers or service

providers

Flash EB

389

Nevladinoj udruzi


Lawyers

Flash EB

389


Friends and

relatives

Flash EB

389

2227166015

A non-

governmental

consumer

association

Flash EB

389

T41


%

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


%

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


%

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


%

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?


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'


Flash EB

389

Flash EB

389

62 33

T45


%

HR

Da, sigurnoNe, ne

naročito

Ne zna/bez

odgovora (NE

ČITAJ)



Turoperatori/ turističke agencije


rules?


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'


Flash EB

389

Flash EB

389

52 25

T46


%

HR

Da, sigurnoNe, ne

naročito

Ne zna/bez

odgovora (NE

ČITAJ)



Zrakoplovne ili čarter tvrtke


rules?


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'


Flash EB

389

Flash EB

389

53 15

T47


%

HR

Da, sigurnoNe, ne

naročito

Ne zna/bez

odgovora (NE

ČITAJ)



Tvrtke koje prodaju putem interneta


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'


Flash EB

389

Flash EB

389

44 38

T48


%

HR

Da, sigurnoNe, ne

naročito

Ne zna/bez

odgovora (NE

ČITAJ)



Operatori pokretne telefonske mreže i telekomunikacijske tvrtke


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'


Flash EB

389

Flash EB

389

48 50

T49


%

HR

Da, sigurnoNe, ne

naročito

Ne zna/bez

odgovora (NE

ČITAJ)



Banke ili druge kreditne ustanove


rules?


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'


Flash EB

389

Flash EB

389

54 41

T50


%

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

consumers’ rights in croatiaec.europa.eu/commfrontoffice/publicopinion/flash/fl_389_en.pdf · i....

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