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
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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
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4. Eni’s Joint Conciliation
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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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5. Eni’s Joint Conciliation
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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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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
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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
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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%)
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9. Eni Consumers Associations Relations
Liverzani Maria Manuela manuela.liverzani@eni.com
Marco Lanari marco.lanari@eni.com
Silvana Porzio silvana.porzio@eni.com
Romolo De Chiara romolo.de.chiara@eni.com
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10. Eni Consumers Associations Relations
Liverzani Maria Manuela manuela.liverzani@eni.com
Marco Lanari marco.lanari@eni.com
Silvana Porzio silvana.porzio@eni.com
Romolo De Chiara romolo.de.chiara@eni.com
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