In response to frequent media reports and numerous inquiries received from citizens regarding the package of free banking services that credit institutions are required to provide from 1 January 2026, the Ministry of Finance has published a press release with the aim of further clarifying certain ambiguities.

The Act on the Comparability of Fees, Switching Payment Accounts and Access to a Basic Account (Narodne novine, No. 105/25) prescribes new consumer rights in the area of the availability of basic payment services.

The legal obligation to pay income via bank accounts

In the Republic of Croatia, there is a legal obligation to pay salaries, pensions and other regular monetary income into a payment account opened with a credit institution. This obligation, defined by national regulations on labour, pension insurance and income tax, serves to ensure the transparency of cash flows and the effective supervision of public levies. As highlighted by the Ministry of Finance, credit institutions thereby have an exclusive role in receiving citizens’ regular income, thereby also enjoying a privileged position compared to other financial entities. Taking into account the multi-year trend of rising fees, it was assessed that it is necessary to introduce regulatory mechanisms that guarantee the availability of basic services without additional financial burden for consumers.

What exactly does the package of free services include?

In response to frequent inquiries from citizens, it has been explained in detail what exactly is covered by the package of free services linked to one account into which salaries, pensions, scholarships or similar regular inflows are received. The package, which the credit institution is obliged to provide to the consumer at their request, includes the following services free of charge:

1. Opening, maintaining and closing a payment account.
2. Internet or mobile banking service, whereby the credit institution may offer one of these options to a limited extent.
3. Depositing cash into a payment account at the counter or ATM, with the exception of coin processing.
4. Withdrawing cash at the counter or ATM of the credit institution that maintains the account.
5. Incoming national and cross-border payment transactions in euros.
6. Regular issuance of a debit card and its use, provided that the institution offers this service.
7. Execution of payments by debit card at physical points of sale.

Equal treatment of all service users

The Act clearly stipulates that users of this package must not be placed in a less favourable position compared to other clients. This means that banks must not limit the scope or availability of the listed services, nor in any way discourage citizens from using them. Users must be allowed unlimited execution of transactions, as well as account management in branches and through digital channels, under the same conditions as for all other payment account users.

Availability of overdrafts and the right to choose

The intention of this solution is to ensure a real and functional standard, therefore the use of the free package does not restrict consumers in contracting other products. Credit institutions must offer additional services outside the package at the same prices as for other accounts, and if the consumer meets the conditions, they must also be allowed to arrange an overdraft under the same protection rules. In response to frequent media reports and inquiries received, it is emphasized that the package is not introduced automatically so as to leave citizens the possibility of independently deciding which account suits them best.

Strict supervision and banks’ obligations towards consumers

The Ministry of Finance has already sent an official letter to the Croatian Banking Association, requesting clear and uniform public information. It was particularly emphasized that it is prohibited to dissuade consumers from exercising this right and that branch staff must be appropriately trained, especially for working with elderly persons and vulnerable groups. In cooperation with the Croatian National Bank, active monitoring of the implementation of the law will continue, along with taking measures in the event of any irregularities.