Over 40 thousand customers Enel Energia they will receive a reimbursement for an overall value more than 5 million euros. This is what theCompetition and market authority authority (AGCM), which closed an investigation open in April 2024 for alleged incorrect commercial practices. Under accusation, the ways in which the company communicated the renewal of the contractual economic conditionsin particular those entries in force starting from 1 June 2023.
According to the Antitrust, many consumers the critical issues concerned both paper communications – often never delivered – and digital ones, which in some cases appeared similar to promotional messages, confusing the recipients.
The refreshments will be recognized automatically a Two categories of users:
In concrete terms, customers still active with Enel Energia They will receive a bonus directly on the bill. For those who in the meantime have passed to another operator, the company will issue a credit note. The extent of the refund will vary according to the damage suffered, but according to consumer associations will oscillate between 25% and 50% of the difference between the old and the new price.
In addition to the economic measure, Enel has made a series of commitments to improve the transparency of future communications. Among these: an integrated system of warnings via SMS, email, app, paper bill and reserved area to inform customers about contractual changes, in addition to the strengthening of customer service and the graphic and text revision of the letters sent.
The company’s current management, who took office in May 2023, expressed satisfaction with the closure of the investigation. While claiming the correctness of his conduct, Enel said of want to further strengthen the protections for consumers.
But if the Codacons applauds the outcome of the procedure, remembering that he had solicited automatic refreshments for damaged users, theNational Consumer Union It is said dissatisfied. President Massimiliano Dona defined the commitments made “inadequate”, complaining about the absence of a sanction and the scarce incisiveness of the information measures. According to Dona, it would have been appropriate to predict total reimbursement for customers who have never received any communication.
The case raises wider questions about the need to guarantee greater transparency and clarity by energy suppliers, especially in a market context in which the rates undergo frequent variations. The hope of the associations is that the antitrust measure marks a precedent useful to prevent new violations of consumer rights.
