Investigation closed with commitments following suspected unfair practice in notifying the renewal of expiring supply terms to customers.

The Italian Competition Authority’s investigation into Enel Energia over a suspected unfair commercial practice has been closed with commitments. The investigation had been launched because the methods adopted by the company to inform customers about the renewal of expiring economic supply conditions – effective from 1 June 2023 – may have left consumers unaware of the price increases. Moreover, where renewal notices were sent digitally, the accompanying letter (so-called DEM) could have been mistaken for a promotional message.

Thanks to the commitments secured by the Authority, Enel Energia will offer over 40,000 customers more than 5 million euro in compensation. In particular, compensation will be granted automatically to customers who were informed of the renewal by post (with economic supply conditions effective from June 2023 until April 2024) – but whose notice went undelivered. Customers who received a renewal notice online (with economic supply conditions effective from June 2023 until April 2024) will also receive compensation – provided they filed a complaint citing the unclear communication of the new contractual conditions with Enel Energia and/or the Authority within the date of the latter’s commitment acceptance decision.

Compensation will apply both to consumers that maintained their contract with the company – who will receive a bonus on their invoice – and to those that switched to another provider, who will be issued a credit note. Enel Energia also agreed to introduce a range of informational measures, consisting of a coordinated system of notices and alerts (SMS, email, invoice, app notifications and Customer Account) to remind customers of the new supply conditions.

Lastly, the company agreed to change the design and wording of its DEMs, as well as to upgrade its IT systems and features of its customer support service, especially when it comes to the renewal of expiring contractual conditions.

Rome, 6 May 2025