The main rules regulating consumer protection in the banking and financial sectors in the Republic of Croatia are set by laws. In some cases, detailed provisions of individual laws are elaborated by decisions and/or ordinances and if recommendations or examples of good practices relating to consumers are given, guidelines are also published.
For consumers, users of banking and financial services, the following laws, decisions and guidelines are particularly important:
- Consumer Protection Act, and in particular:
- the provisions regarding the right to file a complaint and the time limit for providing a response to a complaint (Article 10);
- the provisions on unfair business practice (Articles 30 to 38);
- the provisions on unfair contractual terms (Articles 49 to 56);
- the provisions on distance consumer contract concerning the sale of financial services (Articles 80 to 94); and
- the provisions on the right to collective protection (Articles 106 to 122).
- Consumer Credit Act,
- Credit Institutions Act
- the provisions on the sale of placements (Article 150, paragraph 5), and
- the provisions on consumer protection, including depositors in credit institutions (Articles 300 to 312c).
- Decision on the content of and the form in which consumers are provided information prior to contracting banking services;
- Decision on the effective interest rate of credit institutions and credit unions and on service contracts with consumers;
(unofficial consolidated version, OG 1/2009 and 41/2009)
- Guidelines for the publication of the General operating conditions and amendments to the General operating conditions of credit institutions as regards their operations with consumers; and
- Guidelines for handling customer complaints in credit institutions, credit unions, payment institutions and electronic money institutions.
- Payment System Act, and in particular:
- the provisions on the obligation to provide information to payment service users; the provisions on the rights and obligations in connection with the provision and use of payment services and the provisions on transaction accounts (Articles 8 to 60).
- Electronic Money Act