Eni presentation conciliation process
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Eni has a structure for relations with consumer associations that was established in 2005. It consists of six resources involved in national and international relations, workshops, training for joint conciliation, and a web area for consumer associations. Eni uses an online disputes conciliation process developed with Italy's 18 major consumer associations, allowing customers to be represented by an association during conciliation. The goal is finding solutions through impartial and flexible conciliators in a quick and inexpensive process. Between 2010-2012, Eni received over 2,300 applications and was able to reconcile over 50% of admitted disputes through this joint conciliation process.
Eni presentation conciliation process
- 1. Eni Consumer Associations and Joint Conciliation Eni INTERNATIONAL RELATIONS AND COMMUNICATION CONSUMER ASSOCIATIONS RELATIONS Rome, 2013 April 5 www.eni.it
- 2. 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 DEPARTMENT Senior Executive Vice President Stefano Lucchini EXTERNAL COMMUNICATION Executive Vice President: Giovan Battista Di Giovanni CONSUMER ASSOCIATIONS RELATIONS MEDIA RELATIONS PUBLICATIONS WEB & DIGITAL COMMUNICATIONS 2
- 3. 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 3
- 4. 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. 4
- 5. 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 5
- 6. 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 elearning 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 6
- 7. Conciliation’s process 0 1 ACTIVATION ACCEPTANCE Negotiation Time Admissibility STEP 0 STEP 1 20 days. to formulate a proposal max 10 days 3 2 OPERATIONAL PROCESSING TIME STEP 2 20 days. to define and sign the minutes ACCEPTANCE CUSTOMER SIGNATURE STEP 3 Extension for a particular critical matter in the dispute and / or data acquisition from third parties max 40 days max 40 days max 15 days max 105 solar days 7
- 8. Some numbers about Eni’s Joint Conciliation - years 2010-2012 YEARS APPLICATIONS RECEIVED ADMITTED NOT ADMITTED 2010-2012 2337 1320 (57%) 1017 (43%) Analysis for request allowed: ADMITTED RECONCILED FAILURE TO AGREEMENT 1320 689 (53%) 253 (19%) IN PRODUCTION 378 (28%) 8
- 9. Eni Consumers Associations Relations Liverzani Maria Manuela [email protected] Marco Lanari [email protected] Silvana Porzio [email protected] Romolo De Chiara [email protected] 9
- 10. Eni Consumers Associations Relations Liverzani Maria Manuela [email protected] Marco Lanari [email protected] Silvana Porzio [email protected] Romolo De Chiara [email protected] 9