Services

Energy Authority:
Rights and Protections by AEEGSI

ADR (rights and concilation)

For the resolution of problems regarding their supply contracts, customers can avail of extrajudicial dispute resolution tools known as ADR (Alternative Dispute Resolution). 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:
www.autorita.energia.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
 
The protection of your consumer rights and the solutions to any dispute.

VISIT THE AEEGSI WEBSITE TO LEARN MORE

Read more information on the free market.

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 AEEGSI (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?
The protection of your consumer rights and the solutions to any dispute.

VISIT THE AEEGSI WEBSITE TO LEARN MORE

Read more information on the free market.

STATEMENT ON 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.

 
The protection of your consumer rights and the solutions to any dispute.

VISIT THE AEEGSI WEBSITE TO LEARN MORE

Read more information on the free market.

STATEMENT ON DATA PROCESSING

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 AEEGSI).
 
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
The protection of your consumer rights and the solutions to any dispute.

VISIT THE AEEGSI WEBSITE TO LEARN MORE

Read more information on the free market.

THE SALES 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 protection of your consumer rights and the solutions to any dispute.

VISIT THE AEEGSI WEBSITE TO LEARN MORE

Read more information on the free market.
Hai bisogno di aiuto?
Entra in chat con un nostro esperto
Al momento non ci sono operatori disponibili, ti preghiamo di riprovare più tardi.
Sei in linea con un operatore
Agent
Lorem ipsum dolor sit amet, consectetur adipiscing elit.
Cliente
Aliquam nec molestie tellus, in molestie augue. Proin id cursus sem.
Agent
Etiam at nisi vitae eros finibus porttitor. Fusce dignissim condimentum magna vel congue. Morbi quis vehicula sem, a placerat eros.
Cliente
Nam faucibus aliquet lobortis. Mauris ornare porttitor scelerisque. Morbi vel tortor facilisis, sagittis nunc eget, hendrerit quam.
Connessione terminata
Ti preghiamo di selezionare di seguito il motivo per il quale ci stai contattando.
Bolletta
Info su voci in bolletta
Mancato recapito
Richiesta rettifica bolletta
Bolletta Web/Zoom
Canone Rai
Altro
Pagamenti
Modalita di pagamento
Richiesta rateizzazione
Richiesta rimborso
Stato Pagamento
Altro
Contratto
Dettagli offerta
Cambio offerta
Stato pratica/lavoro
Documentazione Piano Casa
Conferma
Altro
EnelPremia/EnelMia
Adesione
Accredito Punti
Richiesta premio
Accorpamento carte
Altro
Sito Web
Registrazione/Login
Servizi Area Clienti
Altro
Info Generiche
Altro
Ti preghiamo di attendere.
Un nostro esperto ti risponderà al più presto.

I contenuti di questa chat, nonchè le valutazioni facoltativamente espresse dal Cliente con la compilazione di un apposito questionario presente in area riservata, potranno essere trattati dagli incaricati di Enel Energia e conservati per quanto necessario ai fini del monitoraggio sulla qualità del nostro servizio e la correttezza delle informazioni offerte, nel rispetto della normativa sulla privacy.

Nel caso in cui dovesse richiedere il supporto dell'operatore per il compimento delle attività self care fruibili da web, i suoi dati personali saranno trattati e conservati dagli incaricati di Enel Energia a tal fine preposti, nel rispetto della normativa sulla privacy.