ADR (Rights and conciliation)
For the resolution of problems regarding their supply contracts, customers can avail of extrajudicial dispute resolution tools known as ADR (Alternative Dispute Resolution). The Italian Regulatory Authority for Electricity Gas and Water with Resolution 620/2015 / E / com, established the list of ADR entities pursuant to art. 141-decies of the Consumer Code. This updated list is available on the site http://www.autorita.energia.it/it/inglese/index.htm. ADR tools are procedures envisaged by law and industry regulations through which customers can find a common solution with their service provider, with no need for recourse to ordinary courts. There has been a great increase in the use of ADR in recent decades because it has proven a fast and effective means to resolve conflicts between customers and suppliers. It is one of the least expensive tools available to consumers and at times the procedures are free. Legislative Decree 130/2015 came into force on 3 September 2015. It implements Directive 2013/11/EU on the alternative resolution of consumers’ disputes, laying down a comprehensive framework governing ADR.
On 5 May 2016, the Authority for Electricity, Gas and the Water System adopted the Integrated Text on extra-judicial dispute resolution procedures between customers or end users and operators or service providers in the sectors regulated by the Authority for Electricity, Gas and the Water system - Integrated Text on Conciliation (TICO).
This provision governs the procedure for the mandatory attempt at settlement of disputes between end customers of low and/or medium voltage electricity, end customers of low pressure gas, prosumers or end users and operators or service providers.
Therefore, end customers who remain dissatisfied with the handling of their complaints or have received no reply are required - from 1 January 2017 - to make an attempt with an ADR tool before resorting to the ordinary courts.
Enel plays an active role in ADR procedures, such as the Energy Customer Conciliation Service AU and Joint Negotiation (in the light of the regulatory protocol with the consumer associations). Enel has also made a significant contribution for the purposes of the mandatory attempt at settlement, required after the entry into force of the provisions contained in the TICO (1 January 2017).
Enel also participates in the Assisted Negotiation procedure according to the requirements contained in the legal text establishing it, in observance of the provisions of the Authority for Electricity, Gas and the Water System and in accordance with the requirements of the coordination documents (consolidated acts, codes, decrees and ministerial circulars) that will regulate the establishment of mandatory attempts at settlement.
Some useful links and addresses:
For information and access to the Energy Conciliation Service introduced by the Authority with Resolution260/2012/E/com visit our website at https://www.arera.it/it/consumatori/conciliazione.htm
For information on the Joint Negotiation procedure between Enel and the consumer associations visit the website at: www.pariteticaenel-associazioni.it
To forward invitations to the Assisted Negotiation procedure:
PO Box 1100 - 85100 Potenza
European Commission ODR
If you have a problem with goods or services you purchased online, you can use this platform to make a complaint and have it resolved by an independent dispute resolution body https://webgate.ec.europa.eu/odr/main/?event=main.home.show&lng=EN
The Sale Code
Consumer protection is vital for Enel Energia: we firmly believe in the principles of fairness, transparency and accountability. We therefore decided to issue our own Sales Code, as a voluntary self-regulation procedure. This tool is intended to provide you with a close-up view of how Enel Energia operates, and present you with a set of rules and dedicated services, together with advice and interesting facts. We want consumers' consent to the conclusion of electricity and gas supply contracts to be the result of awareness and based on clear and complete information. The decision to choose Enel Energia must always be made freely and without constraints.
The energy market and customers'rights
Enel Energia protects the rights of its customers with the resolutions of the Authority for Electricity, Gas and the Water System, which define the company's behaviour and the amount of automatic compensation for customers.
The end customer is also protected by the code of business conduct for the sale of electricity and natural gas.
The code of business conduct, introduced by ARERA (Resolution ARG/com 104/10 Annex A), lays down:
- the rules governing the relationship between electricity suppliers and end customers, with particular reference to the sales proposal and the content of the contract presented to the customer
- the requirement to provide transparent and complete information on contract deals
- the requirement to use the most effective means to meet customers' needs for information and assistance when evaluating deals
- the requirement to provide an address that the customer can use to send all forms and business communications.
Need to make a complaint?
Form for complaints to Enel Energia about your electricity supply.
Statement of data processing
All Enel Energia customers of can take advantage of the insurance contract drawn up by the Italian Gas Committee (IGC).
The contract covers:
- accidents, including those involving family household members and dependents
- fires and the civil liability arising from the use of the gas supplied by a distribution system, traced to downstream of the delivery point.
- For more information on the contract call us toll-free on CRN (contract reference no.) 800 93 92 74.
Need to make a complaint?
Form for complaints to Enel Energia about your gas supply.
To promote competition in the liberalised energy markets, the distributor must communicate some basic data on its customers to the electricity vendors operating on the open market (if requested, in accordance with Resolution No. 157/07 by ARERA).
The data that electricity vendors on the free market can request include:
- name and surname
- address of the delivery point
- type of meter installed
- total annual consumption in kWh
- power capacity in kW.
This data can only be used by electricity vendors on the free market to formulate business proposals and may not be used:
- for contacts via telephone or online
- for promotions related to other purposes
- for communications to third parties.