Eni: extension of Conciliation Agreement with Consumers’ Associations
Created 03/26/2010, 08:46:47 am - Updated on 04/19/2010, 05:48:52 pm
Customers in the regions of Piedmont, Val d'Aosta, Lombardy, Friuli Venezi Giulia and Liguria will now also have access to the Eni/Consumer Associations' Conciliation Agreement for the natural gas sector, already in effect in the region of Veneto.
The Conciliation Protocol and Regulations, signed on December 9 2009 by Eni management and the national administrative offices of all 17 Consumer Associations participating in CNCU (National Council of Consumers and Users), will permit gradual extension of the Eni conciliation model all over the country in the year 2010.
For customers who have not received a response to a written complaint or who consider the response received inadequate, Eni has implemented the conciliation procedure, which may be started with one click at the website www.eni.com or by going directly to the local offices of one of the Consumer Associations present in their area.
The conciliation request is free of charge and may be sent to Eni in the following cases: reconstruction of natural gas consumed in the event of a dispute regarding the amount billed; payment in instalments of bills which differ greatly from the average amount billed to the customer in the past two years due to recovery of balances due, in addition to the cases permitted by Electricity and Gas Authority Resolution no. 229/01; handling of critical issues regarding the suspension of supply due to failure to pay by the end customer; failure to pay compensation automatically for correction of bills not applied in accordance with the requirements of the Electricity and Gas Authority; double billing when changing supplier; failure to disconnect the meter in response to the customer's request; failure to respect the right to reconsider a purchase; unilateral changes to the contract within a term of less than 60 days.
The Eni conciliation procedure with its innovative aspects brings the company closer to consumers and their needs through the active participation of the Consumer Associations' and makes rapid, amicable dispute settlement one of the company's strong points...
Source: press ENI/AGIP
