According to the Code of Ethics (article 3.16), all contracts, messages addressed to customers, and advertising must be:
- clear and simple, using language that is as close as possible to that normally adopted by consumers (for example, avoiding clauses that are comprehensible only to experts, stating prices transparently, and explaining costs clearly),
- in accordance with current regulations, without using elusive or in any case unfair practices (such as, for example, clauses that are unconscionable towards consumers),
- complete, without neglecting any detail that is significant in terms of the customer’s decision, and
- available on the corporate websites.
Furthermore, Enel must promptly inform customers of:
- any changes in their contract,
- any changes in financial or technical conditions of the provision of the service and/or the sale of products, and
- the results of tests performed in compliance with the standards required by the supervisory authority.
As far as the transparency of information and billing in Italy is concerned, with its resolution VIS n. 93/09 the Electricity and Gas Authority (AEEG) started a preliminary investigation of several electricity sales companies, including Enel Energia, to ascertain if they had violated the Authority’s provisions regarding the transparency of billing documents. After terminating the investigation, with its resolution VIS n. 109/10, the AEEG imposed an administrative fine on Enel Energia amounting to a total of 872,000 euro.
With regard to policies for protecting the privacy of customers, Enel adopted an organizational model and procedures totally in accordance with Legislative Decree n. 196/2003.
The heads and other personnel entrusted with data processing have been appointed and all the IT devices for ensuring security in the processing and conservation of the personal data of Enel customers have been implemented. Enel is also deeply engaged in attentively monitoring all the other companies that may have occasion to use the personal data of customers.
For this reason, the Company includes specific clauses in contracts with partners who have to use such data to carry out specific activities, such as, for example, sales activities and customersatisfaction surveys.
Last update: July 2012
