Enel offers an equal-term and voluntary Alternative dispute resolution procedure for more than 28 million residential customers with all the Consumer Association recognised at a national level.
A quick, agile and completely free procedure that takes place on line and allows to resolve extra-judicially disputes regarding electricity and gas supply contracts that arise between customers and the Company.
The project, launched in 2004, became effective in 2006 with the signature of the Alternative dispute resolution Protocol and the Regulation that launched the procedure between Enel and the 17 Consumer Associations of the CNCU (National Council of Consumers and Users, an entity established at the Ministry of Economic Development). The alternative dispute resolution procedure had been tested for a year only in the region of Piedmont and in 2009 it was spread to the whole of Italy.
Since July 2009 more than 1,600 alternative dispute resolution procedures have been enacted.
On July 7, 2010 Enel signed the Protocol of Understanding and the Regulation for Alternative dispute resolution in an experimental phase in three Italian regions (Lombardy, Emilia Romagna and Puglia) with six of the most important Associations representing Small and Medium Italian Enterprises (Confartigianato, CNA, Confapi, Confagricoltura, Confcommercio, Confesercenti).
After this extension, alternative dispute resolution is also available to the over 2.5 million enterprises that are customers of Enel through the local offices of the Associations of Enterprises in which they are registered.
In 2010 Enel’s alternative dispute resolution project was chosen for its inclusion in the Enterprise 2020, a programme launched by CSR Europe, supported by the European Commission and by a growing number of European governments, aimed to
- Support companies in the creation of sustainable competitiveness, establishing a platform for innovation and knowledge sharing;
- encourage close cooperation between companies and stakeholders, searching for new ways to cooperate towards a sustainable future;
- reinforce Europe’s leadership in corporate social responsibility, involving European institutions and a wide range of International players.
Last update: 19/07/2011
