Eni maintains continuous relations with consumer associations in order to build a relationship based on transparency and trust through dialogue, cooperation and problem solving.
We maintain continuous relations with consumer associations and respond to their needs and expectations.
Inspired by the experience of liberalised markets, in 2007 we created a department to manage relations with consumer associations in order to improve our relationships with the associations that represent consumer needs and expectations. Early discussions focused on critical issues such as distribution tariffs and adjustments. To resolve disputes quickly and easily, without resorting to legal proceedings, and using a shared system of rules between the company and consumers associations, a protocol was recently updated and signed with the Italian Consumers’ Association (CNCU) called the Alternative Dispute Resolution protocol (ADR), as foreseen by the Consumer Code following the AEEGSI 580/16 /E /COM resolution, the first step towards an equitable approach between the company and the customer-consumer, which is the cornerstone of the Eni model.
Over the years, the company’s focus has been on improving our relationship with consumers, consequently we have moved from a customer-oriented to a consumer-oriented model, constantly promoting interactive projects at the national and local level.
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