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Collaborating for customer rights in TIM

03/29/2018 - 10:20 AM

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The conciliation procedure between TIM and the consumer protection associations who signed the framework agreement for the out-of-court settlement of telephone disputes, was the first example of joint conciliation in Italy. Introduced on a trial basis in 1991 by SIP, it was implemented throughout the country in 1993 and in 1995 the European Union recognised it  as a "Pilot project for consumer access to justice". Over the years, the procedure was gradually aligned with the new regulations, computerized and made more and more usable.    

In 2011, the joint conciliation model was brought to the attention of the European Union and, in the same year, the European Parliament recognised the Italian joint conciliation model as an example of best practice based on a protocol drawn up and signed by the company and consumer protection associations, under which the Company undertakes in advance to use ADR to settle any disputes that may arise in the areas covered by the protocol. Adrs[1]".


In 2016 with the coming into force of Legislative Decree 130/2016, due to the implementation of the European Directive No. 2013/11/EU on CEOR., the Supervisory joint Conciliation TIM-consumers' associations has been paid "Organism ADR" for the management of settlement procedures and writing, for directorial Decree of the Ministry of Economic Development on 28 November 2016 in the list of Bodies ADRS established by AGCOM (National Regulatory Authority for Communications) thereby confirming that he possessed the requirements of stability, efficiency and impartiality required by the new regulatory framework European and Italian. Following the newly-establishment of the Supervisory ADRS has been reviewed the Regulations for the joint Conciliation and procedures for application of the protocol unit conciliation created between TIM and consumer associations entered at CNCU.

 

[1]  Alternative Dispute Resolution

 

 


 

In 2009, in compliance with the voluntary undertakings given and approved by the Italian Communications Authority in December 2008, TIM also started managing conciliation requests submitted by customers at the offices of Co.Re.Com (Comitati Regionali delle Comunicazioni) and the Chambers of Commerce, thus providing a "single point of contact" and replicating the organisational model successfully applied for joint conciliations. In this way customers can resort, at their choice, to Consumer Associations or follow alternative paths, such as those mentioned earlier, to resolve in via extrajudicial any disputes with the Company.

The underlying principle of the conciliation is, in any case, paying attention to the customer's needs, irrespective of the procedure by him choice, so as to be able to reconstruct a good relationship between the customer and the Company.

To date, the model of the conciliation has reached qualitative results and numerical high; in particular, in 2017 recourse to channel of Co.Re.Com continued to record at numbers considerable, absorbing 70% of conciliations discussed, the channel Equal concerned the 28.3% of questions discussed, while residual is the channel Chambers of Commerce with 1.7% of discussed.

The positive trend seen in the conciliation system in previous years continued in 2017 (albeit with a significant increase in the number of cases handled); in fact:

  • 97% of the requests for equal conciliation discussed (13,873 out of 14,302) were reconciled, a percentage that is stable year on year despite the 15.9% increase in the cases discussed in 2017 with respect to the previous year (12,342 in 2016);
  • 84.1% of the requests discussed at the Co.Re.Com and Chambers of Commerce were reconciled (30,551 reconciled out of 36,313 discussed). This percentage has remained high considering the 21.2% increase in the cases discussed with respect to the previous year (29,961 in 2016).

TIM supported the conciliation activity by means of:

  • seminars and joint training initiatives involving dedicated personnel from TIM, AGCom, Co.Re.Com. and Consumer Associations;
  • debates, conferences, interviews and other promotional activities involving senior management in order to disseminate the correct cultural approach to the subject.

Conciliation is becoming increasingly widespread among customers, particularly in view of the:

  • better knowledge of the procedure, which is considered to be a quick and economical way of resolving disputes;
  • economic crisis, which leads people to resort to conciliation even for small amounts (e.g. potential inefficiencies involved in transferring from one operator to another);
  • large number of Co.Re.Com, which are opening provincial offices in many regions to make the conciliation system more easily available to people (avoiding the costs involved in travelling to regional capitals).