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Telecom Italia's initiatives for the emergency created by the earthquake in Emilia

09/10/2012 - 03:30 PM

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Discover the main initiatives Telecom Italia has undertaken for the seismic events that took place in Emilia Romagna and in the nearby provinces of “Lombardia” and “Veneto”.

The first initiatives took place during a state of emergency in the hours immediately following the first earthquake which occurred on 20th May 2012.

In the days following the event we increased the initiatives for the civilians involved by implementing a number of concrete actions aimed towards the civilians in general and towards our private and business customers.

Within this context all initiatives undertaken by Telecom Italia have had the following objectives:

  • to guarantee communication services to the civilians involved
  • to help and support our customers
  • to make our informative network available for the collection of funds through phone services. The funds were raised to aid the affected civilians
  • provide the public with useful information concerning the earthquake and – by dialling 45500 – information on the funds collected

Specifically:

The activities undertaken during the state of emergency at the (“Protezione Civile” Operative Committee) guarantee:

  • swift recovery of communication servicesfor the populations affected by the calamity;
  • the provision of communication services for all institutional members and voluntary workers that take part in the rescue activities;
  • Telecom Italia's representation at the “Unità di Crisi Istituzionali” (Institutional Crisis units).

Differently to what had occurred during the earthquake in Abruzzo in 2009 and despite the event had involved a larger area, our infrastructural network didn't suffer any major damage. By rapidly declaring the state of emergency it was possible to repair the damage to the external network as a matter of urgency.

During the state of emergency that was declared in the hours following the first earthquake (20th May) the problems which were mainly connected to voice traffic congestion within the mobile network were monitored.

In collaboration with other phone providers, a dedicated fund collection number (45500) has been made available to the “Protezione Civile” department: from 29th May to 10th July 2012, it was possible to donate €2 either by sending a text message to the dedicated number from a device on the mobile network or by calling the same number from a landline.

Telecom Italia has also agreed to take part in the initiative undertaken by “Il Sole24ore”: the newspaper – in order to aid the population affected by the seismic events that took place in Emilia Romagna - decided to put the profit made on Saturday 2nd June and Sunday 3rd June 2012 from its front page advertisements towards the reconstruction of the “Istituti Tecnici Industriali” (Technical and Industrial schools) which suffered the most damage during the earthquake. 

Download and view the page about Telecom Italia's solidal campaign on “Il Sole24ore” (.pdf file, 316 KB)

Advertisement posters to promote the fund collection number were also placed in several cities – such as Trento, Verona, Venice, Padua, Rovigo, Trieste, Rome, Bari, Catanzaro, Reggio Calabria, Trapani, Palermo and Messina. The advertisement campaign ended by 10thJuly. The advertisement spaces have been made available free of charge by an advertisement agency managing these spaces.

Download and view the poster promoting the fund collection number (file .pdf, 1,26 MB)

On the Facebook and Twitter social networks Telecom Italia's posts and tweets - providing useful information for the public about the seismic events and on the 45500 fund collection number - have been appreciated and shared by consumer and business users.

Moreover, Telecom Italia has joined the "Contingency Fund to Support the Inhabitants, Workers and the Production System in the Emilia Romagna Region and the Province of Mantua", an initiative promoted by business confederation Confindustria and the CGIL, CISL, and UIL trade unions.
As part of this project, Telecom Italia employees can voluntary contribute to the Fund from July to October 2012 by donating an hour of work to be deducted from their monthly pay packet. The company will subsequently match donations collected from all employees to support people affected by the earthquake.

 

To allow the civilians affected by the earthquake to access and navigate the Internet free of charge, we have set up some areas providing free public WI-FI. These areas have been set up in the shelter camps in the areas struck by the earthquake that have been identified by the “Protezione Civile”.

The first WI-FI hotspot was installed on 14th June in the Misericordie camp in San Felice sul Panaro and other camps are already active in Cento, Finale Emilia, Sant'Agostino, Massa Finalese, Campo dei Salici, Campo Lazio - S. Possidonio,  Centro sportivo Mirandola and Campo CRI- Concordia sulla Secchia; a gradual coverage of all shelter camps will follow shortly after.

To access and navigate the Internet from a PC, Tablet or Smartphone with a dedicated and configured WI-FI card  (b/g/n), follow these instructions:

  1. in the list of available WI-FI networks select the one named “telecomitalia”;
  2. verify that the IP is assigned dynamically through DHCP and if a default proxy has been set up disable it;
  3. open the web browser;
  4. once the access portal is automatically displayed, insert your access information (username and password) in the spaces provided;
  5. if you don't have the necessary access information you can request them by selecting the “Richiedi tramite SMS” option or the “Richiedi tramite Carta di Credito” option and paying a symbolic amount of €0,01 with your credit card;
  6. access information (Username and Password) will provide a 30-day navigation period  which is calculated from the first successful connection made from the dedicated Telecom Italia WI-FI Hot Spots.

Since the first earthquake took place we have suspended all management procedures for credit insolvencies for monthly and yearly subscribers living within the areas involved (for both private and business customers and on both mobile and land line networks).
The suspension, which will last at least until 17thSeptember 2012, has given subscribers the possibility to delay – for a period of 60 days - the payment of their bills that had already been issued when the first tremors took place.

These measures were enacted immediately within entire provinces and – compatibly with implementation times - have later been targeted at the towns listed in the Minister of the Economy i.e. Minister of Finance law decree (dated 1st June 2012) and by the “Presidenza del Consiglio dei Ministri [1], Protezione Civile” department ordinance n°0002 (dated 2nd June 2012).

The same occurred for other concessions undertaken for both private and business customers. These were immediately adopted for the entire region or provinces involved and later, as soon as it became possible, were addressed towards the towns that had been properly identified.

 

Private customers – land line

Until 31st July it was possible to:

  • request the transfer of a land line number free of charge: the concession will also be active after the deadline for those customers wishing to transfer the land line number back to its original location;
  • request to terminate a contract or offer activated less than a solar year ago, by stating that the request is due to a household deemed unfit for use consequently to serious structural damage. In this way the customer is exempt from any disconnection fees;
  • request a temporary suspension of the land line: a later reconnection fee will not be required.

Moreover a temporary suspension in the issuing of bills (June) is being undertaken for land lines of customers living within the identified towns, provided phone calls have not been made after the event took place. For all other lines no particular action connected to bill issuing is planned.

Private customers – mobile networks

A €10 credit bonus has been accredited on all pre-paid consumer lines for subjects residing within the towns struck by the earthquake. This action ceased on 6th June 2012.

Both users on a subscription contract and those with pre-paid offers paying in instalments will benefit from the suspension of all ordinary credit insolvency procedures.

Following the opportunity to postpone the payment of those bills that had already been issued, our customers can now pay for them by 10th August 2012.

Following the aforementioned concession, the payment of the bills issued during July – normally due by 10thAugust – will be postponed until 10th September 2012.

Business customers – land line

Until 31st July it was possible to:

  • request the transfer of a land line number free of charge: the concession will also be active after the deadline for those customers wishing to transfer the land line number back to its original location;
  • request for calls to be transferred towards landlines or mobiles (other operators included) free of charge: the resulting voice traffic will be billed based on the plan currently active on the line;
  • request to terminate a contract or offer activated less than a solar year ago, by stating that the request is due to a household deemed unfit for use consequently to serious structural damage. In this way the customer is exempt from any disconnection fees;
  • request a temporary suspension of the land line: a later reconnection fee will not be required.

Moreover a temporary suspension in the issuing of bills (June) is being undertaken for land lines of customers living within the identified towns, provided phone calls have not been made after the event took place. For all other lines no particular action connected to bill issuing is planned.

Business customers – mobile networks

We have been experiencing a lot of problems in sending SIM cards and other products to those areas affected by the earthquake; within these areas we have decided to verify the delivery address with the customer before sending the product, the customer then has the possibility to confirm or modify the address and can however decline the delivery.

Top Clients

Since the first seismic tremor all management of credit insolvency procedures, aimed at local authorities within the affected areas, has been suspended.

Personalized contacts for private customers facilitated by the direct contact it is possible to establish with this type of customer are currently being undertaken. In this way solutions tailored to the specific needs of each customer can be found.

Annulment of activation/migration/termination fees of wholesale access services to other network providers 

For orders received between 1st June and 31st October 2012, Telecom Italia has decided not to debit the activation/migration/termination fees of wholesale access services to other network providers that use them to offer their services to those end-customers residing within the towns affected by the earthquake.

Conciliations at the Corecom

Concerning the activities of conciliation with the Corecom of Emilia Romagna, Lombardia and Veneto Corecom, Telecom Italia has decided to postpone the scheduled court hearings.

Moreover, once the emergency phase has ended, Telecom Italia is ready to collaborate with the Corecom of the three regions to find rapid solutions for the customers involved.