Consumer protection investigation launched in October 2024 ends with commitments. Refunds and compensation to over 7,700 consumers and micro-enterprises.

The Italian Competition Authority has accepted the commitments offered by Otis Servizi S.r.l., thereby closing the investigation into the company opened back in October 2024. The proceedings had been opened under the Consumer Code, due to the installation of a device requiring payment, named Otis One, on lifts – in some cases without first obtaining express consent – and in response to user complaints about delays in receiving lift installation or repair services.

It is estimated that the commitments made binding by the Authority will affect over 7,700 consumers and micro-enterprises, involving a total of approximately 1.45 million euros.

The commitments will benefit consumers (including apartment residents) and micro-enterprises, through refunds where the Otis One device was installed and/or compensation for delays or complications related to lift installation and/or for repair and improvement works. To this end, within three months of the acceptance of the commitments, Otis will send a registered letter with return receipt or a certified email to the affected consumers and micro-enterprises to request their bank details. Refunds and/or compensation will then be paid within the following 12 months to those who submitted the required information.

In addition to financial remedies – as part of its commitments – Otis Servizi S.r.l will no longer install paid accessories on lifts without first obtaining express consent. It will also roll out a comprehensive set of measures designed to improve the accuracy of the information it provides and speed up the handling of user requests.

Rome, 3 April 2025