The Regulatory Agency for Communications (RAK) announced that, as of January 25, 2026, Rule 97/2024 on the conditions for providing public electronic communication services and on relations with end-users will be implemented in Bosnia and Herzegovina.
This new rule introduces additional rights for end-users, as well as new obligations for telecom operators. The most significant changes concern user information, internet speed measurement, contract summaries, and the conclusion and termination of contracts.
“Before concluding a contract, operators are obliged to provide the end-user, free of charge, with a summary of the contract containing all key information about the service being contracted, in order to facilitate easier choice and comparison of offers from different operators,” RAK stated.
The agency added that user contracts are generally concluded for an indefinite period, with the option of specifying a mandatory minimum duration. This mandatory period cannot exceed 24 months, while operators are also required to offer contracts with a 12-month duration period.
“In the event of changes in prices, or in general or special business conditions, operators must notify end-users at least 30 days before the changes take effect, either electronically or in writing. In such cases, users have the right to terminate the contract without paying early termination fees, and prepaid users have the right to a refund of any unused prepaid amounts,” the agency added.
Exceptions to this rule apply if the changes are the result of wholesale costs beyond the operator’s control, obligations imposed by regulatory authorities, or if the changes are beneficial to the end-user.
“For broadband internet access via fixed electronic communication networks, operators are required to define minimum, typically available, and maximum internet speeds. The minimum speed must be at least 70 percent of the contracted maximum speed,” RAK emphasized.
To measure internet speed, users can utilize the RAK NetTestapp, developed by the Regulatory Agency for Communications. The results of this app serve as valid evidence in the resolution of complaints related to internet speed.
“In the event of a complaint, end-users must provide operators with the results of at least three measurements conducted over five consecutive days, with a maximum of one measurement per 24-hour period. If the operator fails to provide the contracted minimum internet speed, they are obliged to offer the user the option to terminate the contract without early termination fees. If the user chooses not to terminate, the operator must either switch the user to a lower-speed package or adjust the monthly subscription fee, according to the user’s preference,” RAK concluded.
