Launch of the AGCM and ARERA communication campaign #difenditicosi against aggressive call centres  


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Milan, 24 June 2022 – The "DIFENDITI COSÌ" (DEFEND YOURSELF) communication campaign starts today, the first to be organised by AGCM – Italian Competition Authority, and ARERA – Regulatory Authority for Energy, Networks and Environment, with the aim of providing consumers with advice and information to defend themselves from the insistence and improper conduct of some call centres.

The initiative was designed as a response to the increase in complaints regarding the excessive pressure of teleselling call centres attempting to sell contracts or supplies (most commonly concerning electricity and gas, but also for telephone or insurance contracts, etc.). The complaints – which were also lodged by consumer associations – describe a range of circumstances spanning from a generic "insistence" of telephone calls, to incomplete or false offers, to non-explicit recordings, up to alleged telephone calls made on behalf of the Authorities (which, we remind you, never call).

"DIFENDITI COSÌ" is targeted at adult consumers (i.e. citizens who can sign contracts) and will be disseminated through a TV and radio advertisement in the RAI spaces made available by the Department of Information and Publishing of the Presidency of the Council of Ministers, a dedicated Facebook page and through the main web and social channels, in all their most characteristic formats (visual, video and audio), as well as in the official web and social channels of AGCM and ARERA.

The new website provides consumers with information about their rights and the most frequent complaints collected by the two Authorities. The sections "Come difendersi" ("How can you defend yourself?"), "Come possiamo aiutarti" ("How can we help you?") and "Come puoi contattarci" ("Contact us") help consumers to learn how to protect themselves from teleselling.

"After the CONVIENESAPERLO (It’s worth knowing) campaign, once again the Italian Competition Authority takes action to help consumers understand what tools they have to freely and safely choose which goods and services to purchase”, said the Chairman of AGCM, Roberto Rustichelli. “We are pleased to conduct this campaign together with ARERA, because the protection of consumer rights must help our fellow citizens in their daily lives, especially considering the great uncertainty we are experiencing."

"Now more than ever, with the growing impact that energy costs have on family incomes, we must combat any aggressive conduct carried out by sellers in order to protect consumers”, said the President of ARERA, Stefano Besseghini. “In a context of unfair conducts, trying to exploit the uncertainty of the current period and pressurising consumers to act quickly, it is advisable to use the tools already put in place by the Authorities and increase one’s awareness in order to have one’s rights respected.”

The campaign stems from the collaboration of several agencies: the creative aspect has been overseen by Question Mark, the channel strategy has been managed by Connexia, a Retex Group company, while media planning has been carried out by Wavemaker.

In addition to the TV and radio advertisement on RAI channels in the spaces made available by the Department of Information and Publishing of the Presidency of the Council of Ministers, the plan includes video, visual and audio formats that will be circulated on social media (Facebook, Instagram and YouTube) and on Google (Display) and Spotify.