Instructions for filing a written consumer complaint
In accordance with Article 10 of the Consumer Protection Act, all consumer complaints can be filed by post, fax or email, as well as personally in Galko’s offices/shops. In case the complaint is filed in the office/shop, the shop assistant is obliged to verify the customer’s copy in writing immediately.
Other ways to file a complaint:
To be able to confirm the receipt of your written complaint in accordance with the Article 10 Paragraph 5 of the Consumer Protection Act and to respond to it, please indicate the correct return address. We are obliged by law to provide a written reply no later than 15 days after receiving the written complaint. If we fail to do so, you can contact the competent Inspection in charge of consumer protection or the Consumer protection association.
Based on the Regulation of the European Commission No 524/2013 on online dispute resolution for consumer disputes, which came into force on 9 January 2016, the Platform for online resolution of consumer disputes (ODR Platform) was established.
The link to the ODR Platform: (link)
In case of dispute between the Buyer and the Seller, a complaint can be submitted to the Court of Honour with the Croatian Chamber of Economy. The proceedings of the Court of Honour are conducted in line with the Ordinance of the Court of Honour with the Croatian Chamber of Economy, which prescribes that the Council of the Court of Honour consists of independent legal experts, representatives of sellers, as well as representatives of consumers.