The Antitrust Authority closed with commitments the investigation launched against Enel Energia for possible incorrect commercial practice. The Authority had started the procedure because the methods used to communicate to the user the renewal of the economic conditions of supply expiring – and with effect from 1 June 2023 – they could not make consumers aware of the increases introduced. In addition, in the case of renewal communications sent digitally, the accompanying letter (CD. Dem) could be confused with a promotional message.
Thanks to the commitments accepted by the Antitrustust, Enel Energia will offer over 40,000 customers compensatory measures of over 5 million euros.
In particular, the refreshment will be automatically recognized to those who have been sent by postal channel a renewal communication (with effective economic conditions starting from June 2023 and until April 2024), which however is not delivered. Furthermore, a renewal communication will also be recognized to those who have received via the web (with effective economic conditions starting from June 2023 and until April 2024) and has presented a complaint to Enel Energia and/or the Antitrust ADMENT on the date of adoption of the provision of acceptance of the commitments, complaining about the poor clarity of the message of the new contractual conditions.
The compensatory measure proposed concerns both those who have maintained the contractual relationship with the company – to which a bonus on the invoice will be paid – and those that have instead passed on to another operator, against whom a credit note will be issued. Enel Energia then committed to carry out information measures consisting of an articulated system of notices and reminders, complementary to each other (sms, email, invoice, notification via App and reserved area) to remind customers the application of the new economic conditions.
Finally, the company has undertaken to change the graphic and textual part of the dem and enhance the information systems and functionality connected to the assistance service, with particular reference to the renewals of the expiring economic conditions.
