eni presentation conciliation process
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www.eni.it
Eni Consumer Associations and Joint Conciliation
Eni INTERNATIONAL RELATIONS AND COMMUNICATION CONSUMER ASSOCIATIONS RELATIONS
Rome, 2013 April 5
Eni’s Way
Eni is a major integrated energy company committed to growth in the activities of finding, producing, transporting, transforming and marketing oil and gas and electricity
Eni International Relations and Communication chart INTERNATIONAL RELATIONS
AND COMMUNICATION DEPARTMENTSenior Executive Vice President
Stefano Lucchini
CONSUMERASSOCIATIONS
RELATIONS
MEDIA RELATIONS
PUBLICATIONSWEB & DIGITAL
COMMUNICATIONS
EXTERNAL COMMUNICATION Executive Vice President:
Giovan Battista Di Giovanni
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Consumers Association Relations Structure
The structure was born in 2005 due to the necessity to establish relations with Consumer Associations. The Consumer’s Associations structure consist of six resources, involved in various activities:
national and territorial relations on general energy topics and specific customers criticality
workshops, seminaries and round tables on energy and consumerism topics
training and development for joint conciliation
Web area reserved to the Consumer Associations on Eni home page: www.eni.com
Relations with the European Consumer Associations
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Eni’s Joint Conciliation 1/2
Conciliation in general is a way to prevent and solve disputes in a friendly way and to achieve an agreement without legal justice
Conciliation proposed by Eni consist of an Online Disputes Conciliation (ODR), it is the result of Protocol signed with all the 18 Consumer’s Associations belonging to Italy’s National Consumers and Users Council (CNCU)
This kind of conciliation allows customers to be represented and supported by the Consumer’s Association (CA) during the conciliation process
This model has found a partial recognition even in Europe as an effective way to resolve small claim disputes
Customers satisfaction is the aim of this kind of joint conciliation, this objective is guaranteed by a Joint Committee where there is one Consumer Association conciliator representing the client and one Conciliator of Eni representing the company, so that two Conciliators are at the same level of importance and share the same information.
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Eni’s Joint Conciliation 2/2
Listening and paying attention are the guide lines to find a solution, creating a good work enviroment is very important to reach an agreement
This conciliation is an easy and quick process to resolve disputesand it is also extremely inexpensive. Impartiality and flexibility of conciliators are the main aspects of this kind of conciliation that means less bureaucracy for customers
This type of negotiation is a work in progress because we must always add regulatory changes and improvements in the management process
It shows also innovative aspects in the negotiation sector
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Eni’s Conciliation Objectives
To increase the collaboration and comparison with Consumers Association
On Alternative Dispute Resolution (ADR)
To use joint conciliation as a best practice
How to achieve objectives:
Using continuously the instrument of the Commission of monitoring to reach the best performances
Joint training with Consumers Associations and developing e-learning tools and on-the-job training
Increasing web instruments. Eni has a specific institutional web area dedicated to the Consumers Association
Increasing Media information: press release, advertising and workshops on conciliation
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Conciliation’s process
OPERATIONAL PROCESSING TIME ACCEPTANCECUSTOMER SIGNATUREAdmissibility Negotiation Time
max 15
days
max 105 solar days
STEP 1 STEP 2
ACTIVATIONACCEPTANCE
20 1 3
STEP 3STEP 0
max 10
days
20 days.to formulate a
proposal
20 days.to define and
sign the minutes
Extension for a particular critical
matter in the dispute and / or data acquisition
from third parties
max 40
days
max 40
days
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Some numbers about Eni’s Joint Conciliation - years 2010-2012
YEARSAPPLICATIONS
RECEIVED ADMITTED NOT ADMITTED
2010-2012 2337 1320 (57%) 1017 (43%)
ADMITTED RECONCILEDFAILURE TO AGREEMENT IN PRODUCTION
1320 689 (53%) 253 (19%) 378 (28%)
Analysis for request allowed:
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Eni Consumers Associations Relations
Liverzani Maria Manuela [email protected] Marco Lanari [email protected] Porzio [email protected] De Chiara [email protected]
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