Connection requirements
A building or part of a building (an independent use unit) can be connected to the gas distribution or transmission system, in accordance with the Network code for the gas distribution system or the Network code for the gas transmission system. The building or part of the building must meet the technical requirements prescribed by the Network code for the gas distribution system or the Network code for the gas transmission system.
The distribution system operator is responsible for connection to the distribution system (there are 27 of them in the Republic of Croatia), and the transmission system operator (PLINACRO Ltd.) is responsible for connection to the transmission system.
The connection fee is determined in accordance with the Decision on the fee for connection to the gas distribution or transmission system and for increases in connection capacity and the Methodology for calculating the fee for connection to the gas distribution or transmission system and for the connection of capacity increase, and the fee is borne by the investor of the connection or the building owner.
The investor of the connection or the building owner, depending on the system to which it is connected, enters into a Connection contract with the distribution system operator or with the transmission system operator.
Gas supply
In the Republic of Croatia, there are 39 energy entities currently holding a gas supply license, of which 13 are gas suppliers that provide gas supply with a public service obligation, in the period starting with October 1, 2024. The end customer enters into a Gas supply contract with the selected supplier in accordance with the General terms and conditions of gas supply and the gas supplier’s terms and conditions.
Change of ownership
When changing ownership of a building or part of a building (an independent use unit) that already has a gas connection, the new owner has the right to enter into a Gas supply contract in his own name with the gas supplier upon presentation of an appropriate change of ownership document. The previous and new owner of the building, or independent use unit, agree upon the delimitation of consumption, i.e. the reading of the gas meter, which is delivered to the gas supplier in accordance with the General terms and conditions of gas supply.
Temporary end customer (Transfer of gas supply contract to a third party)
In the case of renting a building or the independent use unit, the end customer may, for a certain period of time, with the consent of the gas supplier, transfer his/her gas supply contract to a third party in accordance with the General terms and conditions of gas supply.
Change of supplier
The end customer has the right to freely choose the gas supplier, including the right to change the gas supplier, at the end customer’s request, in accordance with the General terms and conditions of gas supply. The request to change the supplier is submitted by the end customer to the new supplier in a written or electronic form, using the prescribed form. The supplier change form can be downloaded from the Croatian Energy Market Operator’s website.
Comparison of suppliers
The Croatian Energy Regulatory Agency has, in accordance with the General terms and conditions of gas supply, established the Gas Price Comparison Tool, with the aim of encouraging effective market competition and strengthening the position of end customers and in order to facilitate end customers’ decision on gas supplier selection, facilitate gas price comparisons and gas supply conditions, and facilitate access to gas supplier contacts. The Gas Price Comparison Tool is available at the following website.
Quality of supply
Quality of gas supply encompasses reliability of delivery, gas quality and quality of service and it is monitored by applying the prescribed quality of supply standards and by realised quality of supply indicators.
At the request of a service user or the end customer, in case of failure to meet the guaranteed gas supply quality standard, the gas system operator or the gas supplier shall pay the compensation fee in accordance with the Table 2 from the Annex 2 of the General terms and conditions of gas supply.
Complaints and objections
The connection investor has the right to file a complaint to the Croatian Energy Regulatory Agency against an action of the distribution system operator and the transmission system operator, in accordance with the Network code of the gas distribution system and the Network code of the gas transmission system.
In accordance with the Gas Market Act and the General terms and conditions of gas supply the end customer dissatisfied with the provided service or with an action or failure to act by the gas supplier or the operator of the gas system the end customer is connected to, affecting the end customer’s rights, obligations or legal interests, which cannot be decided upon in the administrative procedure, or when there is a legally prescribed court or other legal protection, the end customer can object to the work of the gas supplier and to the operator of the gas system the end customer is connected to in writing, as long as the action or failure to act by the gas supplier or the operator of the gas system the end customer is connected to lasts. The objection is expressed to the gas supplier or the operator of the gas system the end customer is connected to. If the decision of the gas supplier or the operator of the gas system the end customer is connected to is not satisfying or the end customer still believes his or her rights or legal interests have been violated as a result of actions or failure to act by the gas supplier or the operator of the gas system the end customer is connected to, for protection of own legal rights the end customer can express objection to the Croatian Energy Regulatory Agency as long as the action or failure to act by the gas supplier or the operator of the gas system the end customer is connected to lasts.
Vulnerable Gas Customers
Customers from the household category with the right to be supplied within the universal service and who choose or use that supply category automatically and have obtained the vulnerable customer status from the relevant social welfare authority have the right to receive special protection in accordance with the Gas Market Act and other laws regulating the energy sector and the social welfare.
The Regulation on the criteria for obtaining the vulnerable energy customer status from the networked systems determines the criteria for obtaining the vulnerable energy customer status from the networked systems and the method of collecting resources to reduce energy poverty of vulnerable customers by means of social welfare.
The Regulation on the monthly amount of allowance for vulnerable energy customers, manner of participating in the payment of energy costs of the beneficiary of the allowance and the practice of the Croatian Social Work Institute prescribes the amount of allowance for the vulnerable energy customer, manner of participating in the payment of energy costs of the beneficiary of the allowance and practice of the Croatian Social Work Institute concerning recognizing the right to receive the allowance for vulnerable energy customer.
Disruptions on the local energy market
Regulation on removing disruptions on the local energy market regulates, due to the disruptions on the local energy market, special measures for gas trading, manner and conditions of formulating gas prices, provision of conditions for security of gas supply for certain gas customers’ categories and special conditions for carrying out energy activities concerning gas. Special measures are temporary and are prescribed for the period from April 1, 2023 until March, 31 2025.
Relevant authorities and regulations
Ulica grada Vukovara 78
10 000 Zagreb
+385 1 6106 111
Croatian Energy Regulatory Agency
Ulica grada Vukovara 14
10 000 Zagreb
+385 1 6323 700
PLINACRO Ltd. – Gas transmission system operator
Savska cesta 88A
10 000 Zagreb
+385 1 6301 777
List of all distribution system operators in Croatia
List of all gas suppliers in Croatia
Last updated on 12 December 2024