The main objective of the paper is to inform consumers about electronic communications services in the Republic of Croatia and provide them with guidance on how they can protect their user rights and how an administrative dispute is initiated before the competent court. This is important because consumers often use a variety of telecommunications services, including portable (mobile) devices, landlines, broadband Internet and television, and may encounter problems and ambiguities with their providers. Also, with this work I will analyze what are the obligations of the operator when providing services in electronic communications and I will explain the procedure for resolving complaints at HAKOM. Through my work I will define the role of HAKOM in relation to the most vulnerable groups of users, people with disabilities, children and elderly people. I will additionally interpret the implementation of important regulations implemented by the operator, education and informing users about their rights, obligations and characteristics of services. Electronic communications represent a very dynamic area, which is rapidly changing, i.e. complemented by new services and ways of using these services. With the advent of liberalization of the electronic communications market, more operators are emerging, and thus more choice options for consumers of their services. The European Union regulatory framework increasingly focuses on consumer protection, with transparency and providing users with all the information needed to use the products and services offered on the market successfully and safely.