Today, on the International Day of Persons with Disabilities, Enel confirms its commitment to vulnerable customers, not as an isolated project, but rather as an integral part of its daily journey: being close to people, simplifying daily living, and building confidence in the future.
Energy is an essential service and guaranteeing access to it for everyone, especially those in fragile situations, is a genuine responsibility. This is why Enel invests in inclusive solutions and communication tools capable of responding to specific needs: greater accessibility for channels and places, tailored support, dedicated technologies and tools for safeguarding and accompaniment.
In the energy market, a significant part of the population lives in vulnerable conditions that can make it difficult to manage essential services. We are talking about different situations: from people with sensory, motor or cognitive disabilities, to those living in economically fragile conditions, and not forgetting the growing population of senior citizens, particularly the over-75s.
The latter are an important part of the customer base, which is why Enel is constantly striving to achieve a detailed understanding of their needs, and to ensure targeted solutions that meet their requirements effectively.
For vulnerable customers, managing Power and Gas supplies is not a given: an unclear document, a physical barrier, or a complicated call can become real obstacles. Enel starts here: listening to these needs and transforming them into practical support, consisting of more usable and inclusive channels and dedicated services to simplify complex procedures as well as a network of people on the ground, trained to provide assistance to those in need.
In recent years, Enel has been committed to making the relationship with energy simpler and more accessible for those in fragile situations. Many of these initiatives have also been developed thanks to the direct contribution of Enel colleagues with vulnerabilities, making the most of their input when designing our services. How?
Enel spaces are designed to make each person feel welcome and independent, regardless of their needs. That is why our stores have been redesigned to be easier for everyone to experience, with:
Accessibility for people with motor disabilities in all direct stores;
Queue-jumping totem with simplified interfaces and dedicated button for vulnerable users with priority;
Simultaneous multilingual translation to facilitate non-native speakers;
To facilitate communication with deaf or hard-of-hearing customers and provide immediate assistance, Italian sign language interpretation (LIS) is available in the 100 Enel Direct Spaces. Launched in May 2025, it is a video-interpreting tool provided by the company Veasyt, via a tablet app available in the store.
The service is available during Enel store opening hours and no appointment is necessary. Customers can use the consultant at any time, finding the nearest Spazio Enel on the map accessible on the website or via the App.
Also for people with deafness, since 2018 Enel has also activated a telephone interpreting service via the Pedius App. Downloadable free of charge from the Play Store or App Store, it allows the user to call and receive assistance using speech recognition and text-to-speech technology. With the app, the user can commence a call and decide whether to use their voice or, alternatively, write a message that Pedius transcribes in real time, reading it to the other person. The platform thus transforms sounds into text, and vice versa, and plays back all written messages with an artificial voice.
Information must also be easy to find and understand, especially when it is really needed. Therefore, everyday tools and communications have been made more accessible, such as:
Simplified bills, redesigned to be clearer and easier to read;
The new Enel website has been designed to be navigable and usable by all visually impaired or blind people according to accessibility criteria;
Alongside the initiatives already in place, the journey continues through discussions with those representing consumers at international level. The collaboration with Consumers International, the largest global network of consumer protection associations, stems from the idea that essential services should be built by listening to real and diverse needs. The shared mission is to ensure that consumers are involved in a rapid, fair and responsible transition to clean energy. The collaboration, together with other utilities, aims to create a model for companies to develop inclusive and customised energy services that help vulnerable consumers access the energy they need to support their well-being.
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The Formidabile Luce offer includes a discount on the list price of the energy component for customers switching from the Servizio di Maggior Tutela.
Locked for the first 12 months
Commercialization and Sales Fee
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