The Italian Competition Authority, known as the Autorità Garante della Concorrenza e del Mercato, has officially closed its investigation into Enel Energia concerning possible unfair commercial practices. The investigation was initiated due to concerns that the methods used to inform customers about the renewal of economic conditions for expiring contracts, effective from June 1, 2023, may not have adequately made consumers aware of the price increases.

One significant issue was that digital renewal communications could be mistaken for promotional messages, leading to confusion among customers. To address these concerns, Enel Energia has agreed to implement several commitments aimed at compensating over 40,000 customers, totaling more than 5 million euros.

The compensation will be automatically granted to customers who received a postal renewal communication that was not delivered, as well as to those who received a web-based renewal notice and filed a complaint regarding the clarity of the new contractual terms. The compensation measures will benefit both customers who have retained their contracts with Enel Energia, who will receive a bonus on their bills, and those who have switched to other providers, who will receive a credit note.

Additionally, Enel Energia has committed to enhancing its communication strategies by implementing a comprehensive system of notifications and reminders through various channels, including SMS, email, invoices, app notifications, and a dedicated customer area. The company will also revise the graphical and textual elements of its digital communications and improve its customer service systems, particularly concerning the renewal of economic conditions.