USER CHARTER

WHO WE ARE

Rijeka-Zagreb Motorway (Autocesta Rijeka-Zagreb d.d.) is a concession company for construction and operation of the motorway and is 100% owned by the Republic of Croatia. The company was established by the Croatian Government within the framework of restructuring the road network in Republic of Croatia at the end of 1997. The concession Agreement signed in 1998 between the Republic of Croatia and Autocesta Rijeka-Zagreb is the basis of the Company's work, according to which the company is obliged to construct a safe and modern toll motorway, and to maintain and operate the toll motorway during the concession term.

The company's concession area today includes the motorway section from Zagreb (the Lučko interchange) to the City of Rijeka (the Orehovica interchange), motorway section from the Orehovica interchange to the border crossing Rupa and from the Orehovica interchange to the Križišće interchange, including the access road from the Draga interchange to the City of Rijeka and the access road from the Križišće interchange to the Krk Bridge and the Krk Bridge itself.

Organization and Seat of the Company:

• The company's Managing Board, with corporate functions and the sector in charge of construction with a seat registered in Zagreb, Koturaška cesta 43,
• Subsidiary for motorway maintenance with a seat registered in Zagreb, Jadranska avenija 6, and 6 maintenance units at different locations of the motorway,
• Toll collection subsidiary registered in Zagreb, Jadranska avenija 6, with 12 toll stations.

Mission:

TO CONSTRUCT the motorway and service facilities along the road, and OPERATE APPLYING GOOD BUSINESS PRACTICES, ensuring a safe, well maintained and free-flowing motorway.

Vision:

We are a learning organization, acting in accordance with professional and ethical values, cooperating with others and growing in line with development needs. We choose a path of growth, but our growth should not endanger human lives, flora and fauna, and the landscape through which the road passes. We are taking this into account in all aspects of our work. We demonstrate our commitment to sustainable development by systematic review of human and ecological aspects of business activity.

As a company, we want to be a synonym of considerate and responsible attitude towards our users, the community, the employees and the environment, and at the same time we want the motorway we operate to be a synonym for the safest, the highest quality and the most beautiful road in Croatia and the region.

Quality and Environmental Protection Policy

In Autocesta Rijeka-Zagreb, quality is a permanent commitment and a precondition of business success and user satisfaction, founded on efficacy and vitality of our mission in the long term.

The Company introduced a quality management system to ISO 9001:2000 and an environmental management system to ISO 14001:2004, and integrated them into a single management system aimed at raising the level of quality and environmental protection in its overall activities and organization.

Through preventive environmental protection measures and optimum resource usage in constructing and operating the motorway, and waste management practices (avoidance, reduction, separation, and final disposal), we aspire to set an example and show social responsibility awareness and the need for sustainable development. Open communication and partnership with the community and all stakeholders, primarily in connection with environmental protection and user and employee safety, are some of the Company's priorities.

OPERATION AND MAINTENANCE

Autocesta Rijeka-Zagreb is guided by modern business standards in operation of motorways within its competence. The motorways are maintained regularly, meeting high modern motorway maintenance requirements. Our road patrol workers are continuously present on the road to control and take proper care in dealing with possible drawbacks.

High standard video surveillance system, variable traffic signs and timely information on traffic conditions provide the users with correct and quick information, so they may adjust the driving to conditions on the road making their journey as safe as possible.

We want to accommodate our users with modern methods of toll collection, so that they are able to use the travel benefits of our motorway more easily.

Through construction of numerous service road facilities, Autocesta Rijeka-Zagreb wants to enable its users to enjoy a safe and pleasant journey.

CONSTRUCTION

We are building for you - Please be patient. The road operated by the Company was partially constructed as a semi-profile motorway and is being upgraded to full profile. New service road facilities are also being constructed. The shortest acceptable completion deadlines are contracted, and safety measures of the traffic running simultaneously on the completed carriageway are rigorous, and compliance with these measures is strictly controlled. After completion of the construction, driving along the motorway will become a truly pleasant experience. Users will be able to arrive at their destination quickly, or rest at beautiful service road facilities offering various programs for all categories of travelers.

WHAT TO EXPECT FROM US

From ARZ you can expect courtesy and efficiency. If any problems should occur, we will solve them, mostly upon initial contact. We will admit every mistake we make, make sure every oversight is corrected and based on this introduce necessary improvements.

We will make an effort that buying, paying, and obtaining information about smart cards or ETC devices is a simple procedure at any given moment - we ensure numerous locations and methods of payment and information.

As a user you can expect clear and friendly communication which will help you understand your receipt, toll amount, or the like. For those who use our road for the first time, we provide adequate information on tourist information spots, and we always take care that our road is properly marked and does not cause confusion.

HELP US TO HELP YOU - WE KINDLY ASK YOU TO:

• Have all the necessary information with you when making an enquiry (numbers, data etc.)
• Tell us if you have any special requests
• Tell us when you are satisfied or dissatisfied with the service provided
• Be friendly and courteous to our staff and treat them with respect

This kind of behavior will help us provide a service which meets your needs and expectations, and also meets the set objectives for the service and reliability level.

GOOD SERVICE OBJECTIVES

Our objective is to provide to the users:

• Comprehensive and accurate information
• Efficient service which meets user needs and requirements
• Professional approach, along with consistent and high quality service
• Constant up-to-date information on traffic and road conditions, both on our web site and in the media.

In contacts with the users, we shall:

• Introduce ourselves
• Listen and focus to your needs
• Act fairly and treat users with respect
• Be courteous and helpful
• Ensure simple and clear communication

RELIABILITY

Our goal is to follow the highest standards and deliver good service

• we will reply to your e-mail within 3 working days
• if you send us a letter, we will reply within 5 working days
• if you call us we will answer within 30 seconds
• when you visit our sales department, you will be served immediately

HOW TO CONTACT US

If you would like to contact us, you can do one of the following:

• visit our web site www.arz.hr where you can at any time:
  • get information on traffic conditions or information on the company
  • submit your question or suggestion
  • fill out a satisfaction questionnaire
• send us an e-mail, our e- mail address: arz@arz.hr, info@arz.hr
• info telephone is at your disposal, number: 0800-0111
• you can send us a letter to the following address: Autocesta Rijeka-Zagreb d.d., Služba za upravljanje komunikacijama i sustavima, Koturaška cesta 43, 10000 Zagreb