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Eurofound's EU PolicyWatch collates information on the responses of government and social partners to the COVID-19 crisis, the war in Ukraine, rising inflation, as well as gathering examples of company practices aimed at mitigating the social and economic impacts.

Factsheet for measure HR-2020-14/779 Updated – measures in Croatia

New services of Croatian Post for elderly citizens

Nove usluge Hrvatske pošte

Country Croatia , applies nationwide
Time period Open ended, started on 02 April 2020
Context COVID-19
Type Company practices
Category Measures to prevent social hardship
– Provision of services in kind (e.g. food vouchers)
Author Predrag Bejakovic (IJF)
Measure added 24 April 2020 (updated 15 November 2021)

Background information

Many citizens of Zagreb were forced to leave their homes due to the earthquake, so for them it was difficult to receive their post and packages. Furthermore, in order to enable pensioners to receive their pensions more securely without leaving their homes, the customers who receive their pensions through the Croatian Postal Bank's current account can receive their funds through delivery by the Croatian Post at home, free of charge. The request can be served in several user-friendly ways.

Content of measure

In order to make it easier for recipients of packages who are currently unable to reside at their addresses, Croatian Post has provided a free redirection and package retention service. To use the service, the user just needs to fill in the form on the website.

Unlike the usual service which involves a fee, regardless of the commercial bank through which it is paid, there is a new Croatian Post service built with the Croatian Post Bank (CPB) on corporate solidarity with the elderly population: pension beneficiaries who otherwise receive their funds in a current account with CPB, if they choose to receive their funds more securely without leaving their homes, HP provided the option to receive at their home address, free of charge.


The following updates to this measure have been made after it came into effect.

13 July 2021

The previous measure by the Croatian Post was adjusted and broadened. Therefore, in the case that the customer in on vacation, he or she can hold shipments in the post office or in the sorting facility, or can request shipping to another address. If the customer is going on a trip or plan to be away from home for a while, and he or she would like your mail to be delivered to another address or to be delivered after his or her return - all he or she needs to do is fill out a form and arrange a forwarding service. The service of holding and forwarding shipments is intended for both natural and legal persons, and it enables shipments to be held in the post office/sorting facility or forwarded to another address. The customer can arrange the service for all sorts of shipments except for judicial documents and documents from administrative and fiscal procedures. After the customer has arranged the holding service, the time limit for collecting shipments is 30 days, while the time limit for forwarding is 90 days.

Use of measure

These are additional measures by which Croatian Post, during the coronavirus epidemic, ensures that consignments are delivered to recipients, wherever they are. Users may request that postal items be delivered to another address within the same county (the City of Zagreb and Zagreb County are now viewed as one entity) or be kept safe at the post office.

Croatian Post, in accordance with the instructions of the competent authorities, is adjusting its operations and taking all measures to reduce the possibility of the epidemic spreading and to ensure business continuity. They provide employees with protective and disinfectants, and the way postmen and post offices work has changed.


  • Health and safety
  • Other topics

Target groups

Workers Businesses Citizens
Does not apply to workers Does not apply to businesses Older citizens

Actors and funding

Actors Funding
Company / Companies
No special funding required

Social partners

Social partners' role in designing the measure and form of involvement:

Trade unions Employers' organisations
Role No involvement as case not in social partner domain No involvement as case not in social partner domain
Form Not applicable Not applicable

Social partners' role in the implementation, monitoring and assessment phase:

  • No involvement
  • Main level of involvement: Company level


Due to the nature of the measure social partners were not involved but they always support measures that provide better services to the companies and citizens.

Views and reactions

Regarding the measure, the involvement of social partners was not applicable.

Sectors and occupations

    • Economic area Sector (NACE level 2)
      H - Transportation And Storage H53 Postal and courier activities

This case is not occupation-specific.


  • 28 March 2020: Hrvatska pošta prilagođava poslovanje: Omogućeno preusmjeravanje i zadržavanje pošiljaka bez naknade (
  • 08 April 2020: Nova usluga Hrvatske pošte, produkt solidarnosti, za sad samo za umirovljenike koji su klijenti HPB-a (
  • 13 July 2021: An additional service by the Croatian Post (Dodatna usluga Hrvatske pošte) (


Eurofound (2020), New services of Croatian Post for elderly citizens, measure HR-2020-14/779 (measures in Croatia), EU PolicyWatch, Dublin,


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Disclaimer: This information has not been subject to the full Eurofound evaluation, editorial and publication process.