FAQ

 

Where can ETC device and ETC packages be purchased?

ETC devices can be purchased at all points of sale of Hrvatske Autoceste d.o.o. ( link to the POS http://www.hac.hr/cestarina/prodaja-i-nadoplata ). ETC packages can be purchased at all toll plazas of Hrvatske Autoceste d.o.o. 24/7.

How much does ETC device or ETC packages cost?
The price of an ETC device is HRK 122 (VAT included). The offer of Hrvatske Autoceste includes several ETC packages for all vehicle categories ( link to ETC packages http://www.hac.hr/cestarina/enc/enc-paketi)..
May one ETC device be used in several vehicles?

ETC device is not tied to a specific licence plate but to the category for which it has been registered while purchasing so that ETC device may be used in several vehicles of the suitable category.  The exception is ETC device (STANDING ORDER) for the III and IV category vehicles that can only be used with a specific vehicle, and are tied to a particular licence plate recorded in the delivery note at the time of purchase.

How to top up an ETC account

ETC devices can be topped up with cash or credit cards at points of sale during working hours or at the following toll plazas of Hrvatske Autoceste d.o.o. 24/7.  (Link to http://www.hac.hr/cestarina/prodaja-i-nadoplata)

In addition to this ETC accounts can be topped up by bank transfers, SMS vouchers, and via toll collection WEB portal by bank cards and e-banking.

Topping up of ETC account via e-banking is carried out in the following manner by payment to: IBAN: HR1523400091502010330 wherein in reference number the first 12 figures from the ETC device are entered SWIFT CODE: PBZG HR 2X by making an offer via web portal link https://prodaja.hac.hr/ with the visible reference number

Can an ETC device be used immediately upon payment?

In case of topping up at one of the points of sale of Hrvatske Autoceste, ETC device can be used as soon as within half an hour to an hour. In case of other payment (bank transfer) the device can be used the following day, i.e. on weekends and holidays two days after the made payment. Clarification: Bank excerpts are processed every morning (except on Sundays and holidays for the payments made the previous day).

How to top up an account with SMS vouchers?

Topping up with an SMS voucher can be done in two ways:

Via SMS messages 

In SMS message please enter 14-figure number from your SMS voucher After dash the first 12 figures from your ENC device should be copied (the number can be found on the left side of the device) A message for SMS voucher number 12345678901234 and ENC number 021098765432 should look like this:

 

Via toll collection WEB portal by logging on to the toll collection WEB portal, choosing the top up option, topping up with a voucher and by entering a 14-figure number from the SMS voucher and choosing execute top up.

SMS vouchers for topping up can be purchased at all toll plazas of HAC as well as at points of sale of TISAK, SLOBODNA DALMACIJA, ZAGREBAČKA BANKA, iNOVINE, INA, TIFON, CRODUX DERIVATI d.o.o. and PETROL.

Send a text message to number +385 91 2080 422 Soon after it has been sent you will receive a notification about successful topping up of your ENC account The users of ENC SMS service pay for the sent SMS message according to the standard price list of the Telecom operator whose service they use.

An example of message: 12345678901234-021098765432

 

Is there a time period during which the ETC balance has to be spent?

There are no time limits for spending the amounts paid to ETC device account.

What is the allowed overdraft on ETC account?

 

An overdraft on ETC device is not prescribed, but it is permitted in the amount of one transaction. The user is obligated to subsequently pay non-permitted overdraft within 30 days as of the day of overdraft; on the contrary the user is given a warning before raising an official claim and the procedure of collecting the claimed amount is initiated.
If the user has no proceeds on his ETC account, he can not use ETC lane for toll payment.

How can an account balance be checked?

The ENC device account balance can be verified in several ways: Via toll collection WEB portal    https://prodaja.hac.hr/ By calling INFO telephone 0800 - 0422 Personally at points of sale of Hrvatske Autoceste d.o.o Via mobile phone by sending an SMS message consisting of capital S, dash, first 12 figures from your ETC device (like this S-061098765432). The written text messages should be sent to +385 91 2080 422. The users of ETC SMS service pay for the sent message according to the standard price list of their Telecom service provider.

What is the purpose of the toll collection WEB portal?

Via WEB portal https://prodaja.hac.hr/ the users of ETC are enabled to top up their accounts by a credit card, SMS voucher, and to make an offer (independently created offer for transfer payment or e-banking), and to see their account balance and the list of transactions made per their ETC device

How is discount on ENC device calculated?

A discount on ETC is calculated during each payment to ETC account depending on the prepayment model and it includes different discounts.

What is the maximum allowed time one can stay on a motorway?

The maximum allowed time one can stay on a motorway is 24 hours.

When are liquidated damages charged?

Liquidate damages in the double amount of toll tariff for the longest distance and the corresponding vehicle category from the point of exit for the travelled route are charged to users if: They appear at the toll plaza exit without a recording on the transit medium If they appear at the toll plaza exit with a recording on the transit medium that is more than 24 hours old, and if there is no reason for exceeding the allowed time on the motorway If at the exit from toll plaza the data from the transit medium is not used

Where and how a complaint can be raised?

Users can make complaints (toll price, ETC ...) verbally over the free line 0800 0422, in writing to email: info-naplata@hac.hr and at every toll plaza.

What is the time frame for dealing with a complaint?

Complaints are resolved within 15 days from the day on which the complaint was received. If a complaint cannot be resolved within 15 days the user will be informed about the reasons of delay and a new date will be set.

How can R1 receipt be obtained?

R1 receipts can be obtained by sending original receipts from paid toll (that you received at toll booths) and by enclosing personal or company information (do not forget ID number) to the address: Hrvatske autoceste održavanje i naplata cestarine d.o.o., Koturaška 43, 10 000 Zagreb