Initiatives

Review of layout of post offices: consumer associations were involved during the design stage and were invited to express their opinions and offer suggestions, many of which were incorporated into the project to renovate post offices.

BancoPosta Current Account: consumer associations were also consulted during the planning stage, as representatives of customers' needs.

Quality Charter for postal products: with the consumer associations took part in the review of the full range of postal products, including product characteristics, procedures and deadlines for submitting complaints and refund amounts.

Conciliation Procedure: out-of-court solutions to settle disputes have been possible since 2002 for postal products and since 2006 for BancoPosta current accounts.
10 regional commissions comprising a representative of the company and a representative of consumer associations, review appeal requests submitted by customers and try to reach an agreement that satisfies both parties. In 2006, the Conciliation procedure was extended to BancoPosta current accounts, with a single national commission responsible for conciliation procedures in this area

Euroconsigli: With the introduction of the Euro, Poste Italiane conducted a customer information project directly inside post offices. More than 3 million explanatory leaflets and more than 2 million Euro converters were handed out at information tables set up inside the offices and manned by representatives of consumer associations.

Quality week: On the occasion of the launch of the Quality Charter for postal products, a customer information project was conducted directly inside post offices. Representatives of consumer associations manned the information tables, handed out copies of the Quality Charter and answered customers' questions.

Master's Degree in "Globalisation of markets and consumer protection": Poste Italiane and the CNCU (National Council of Consumers and Users) finance a 2nd level Masters Degree in Consumer Protection, taught at Roma Tre University.
http://host.uniroma3.it/master/gmtc/

Consumers' week: Poste Italiane and Consumers' Forum took part in the first week of open dialogue between businesses and consumers. A series of events and conferences aimed at establishing constructive dialogue between representatives of the production sector and consumers was organised throughout Italy, with the aim of identifying mutual solutions able to satisfy all, settle litigation and resolve outstanding problems, thus improving the quality of life of individual citiziens.
Poste Italiane organised the conference entitled "Consumer protection training in Italy", during which it presented a report on what has been achieved so far in the field of consumer protection training and analysed the response from the academic world, consumer associations and businesses.