Eni gas and light met today in Florence with the national and territorial representatives of the Consumer Associations recognized by the CNCU (National Council of Consumers and Users).
During the meeting, various aspects related to the electricity and gas supply services and to the energy solutions offered by Eni gas and light were analyzed: door-to-door sales methods with an in-depth analysis of the activities, procedures and rules prepared by the Company for manage their business partners (agencies); customer management through the multi-channel telephone (call center) and digital (website, chat and app) approach; the smart home and innovative products for the energy management of your home; the presentation of the "Genius" platform, the personal prompter to make the best use of home energy; the services made available for saving and energy recovery of condominiums also thanks to the availability of ecobonus.
Particular attention was paid to the tools that Eni gas and light shared with the Consumer Associations to better protect customers and consumers: from the Joint Observatory for self-regulation on unsolicited activations, to the Joint Conciliation Protocol, recognized by ARERA , compliant with the ADR (Alternative Dispute Resolution) method, aimed at resolving any disputes in a simple, free and fast way, without resorting to judicial proceedings thanks to a system of rules shared between the Company and the Consumer Associations.
During the meeting were also illustrated the excellent results achieved by "Filogiallo", the telephone channel dedicated to Associations, in which a specialized team is available to support the daily activities of the operators of the Associations and to prevent any complaints and requests for conciliation .
Finally, Consumer Associations showed considerable interest in the "Guide to the Customer" (available on https://enigaseluce.com/it_IT/static/pdf/guida-al-cliente/GuidaCliente.pdf) a document that, also thanks the precious collaboration offered by the Associations in the processing phase, provides the consumer / customer with all the information necessary to manage the contractual relationship with the Company, from the signing of the contract to the invoicing of consumption, all with a simple and clear language.
The meeting in Florence represented the eighth stage of a program that will bring Eni gas and light to different Italian regions to discuss and dialogue with the local representatives of the Associations, with the aim of making known the services made available to customers and listen to the needs of the territory. The constant dialogue, transparency, trust and continuous constructive dialogue will be the guiding thread of the next meetings.