Poste Italiane shares with the Consumer Associations a path oriented towards confrontation, dialogue and collaboration, on a small and large scale. The Framework Agreement signed in 2011, and then renewed in 2018, through which the “Cantiere Consumatori” was set up, a permanent working and consultation group made up of a single representative of each Association and Group representatives, whose purpose is to identify the best solutions to reconcile the Company's needs with those of its customers in the context of consumer-oriented corporate initiatives. Through the working group, the Company has been able to increase the quality of its products and services over time by adopting a constructive and transparent approach between the parties.
Furthermore, in order to follow up on the issues that emerged and were addressed at the round table and to promote initiatives, the newsletter “Dialogando con i Consumatori” was created, an information tool addressed to the territorial representatives of Consumer Associations. The aim of this project is to inform stakeholders about the main news related to Poste Italiane's activities and to provide them with new insights and recommendations, in order to further tighten the bond of knowledge and cooperation that has always characterised the relationship between the company and consumers.
In order to guide consumers through the online purchasing process, Poste Italiane has made available to them the "E@sy commerce" manual, created in collaboration with nineteen Consumer Associations and Netcomm, the Italian E-commerce Consortium whose members include the most important national operators in the e-commerce sector.
In order to ensure the availability of all the information necessary for the efficient use of postal products and to describe the quality objectives that the Company is committed to achieving for each of them, Poste Italiane makes available the Postal Services Charters, which provide all the information on the main products, delivery targets and times for Italy and abroad, complaints and refunds. The Universal Postal Service Charter includes products covered by the Universal Postal Service (Legislative Decree 261/99). The Postal Services Charter includes products not covered by the Universal Postal Service.
Furthermore, in order to follow up on the issues that emerged and were addressed at the round table and to promote initiatives, the newsletter “Dialogando con i Consumatori” was created, an information tool addressed to the territorial representatives of Consumer Associations. The aim of this project is to inform stakeholders about the main news related to Poste Italiane's activities and to provide them with new insights and recommendations, in order to further tighten the bond of knowledge and cooperation that has always characterised the relationship between the company and consumers.
In order to guide consumers through the online purchasing process, Poste Italiane has made available to them the "E@sy commerce" manual, created in collaboration with nineteen Consumer Associations and Netcomm, the Italian E-commerce Consortium whose members include the most important national operators in the e-commerce sector.
In order to ensure the availability of all the information necessary for the efficient use of postal products and to describe the quality objectives that the Company is committed to achieving for each of them, Poste Italiane makes available the Postal Services Charters, which provide all the information on the main products, delivery targets and times for Italy and abroad, complaints and refunds. The Universal Postal Service Charter includes products covered by the Universal Postal Service (Legislative Decree 261/99). The Postal Services Charter includes products not covered by the Universal Postal Service.
An effective dialogue between Poste Italiane and consumer associations began in 1999 and grew over time, until the first Framework Agreement was formalised, signed in 2011 and renewed first in 2014 and then in 2018. The following are the primary objectives of the agreement:
• constant improvement of the quality of Poste Italiane's products and services;
• transparency and fairness of the Company's relations with consumers;
• improving consumer knowledge of products and services;
• information for the correct and conscious use of products and services and for the dissemination of the instrument of joint conciliation.
The Framework Agreement also established the Cantiere Consumatori, a regular monthly consultation with representatives of the Associations aimed at presenting products and services and explaining them in detail.
A further objective of the relationship with the associations is to follow up the Conciliation procedures, also provided for in the Agreement, for the amicable settlement of disputes for all areas of the Company's activities. Finally, also on the basis of the Agreement, which lays down the principles for transparent cooperation and information sharing for the benefit of customers, the newsletter “Dialogue with Consumers” was established.
Constant and transparent relations with consumer associations continued in 2022, therefore, on the basis of the Framework Agreement, the Consumer Forum and the newsletter “A dialogue with consumers”. Topics include the repricing of the BancoPosta account, the new mailboxes distribution plan, and the public consultation launched by AGCom, the Communications Guarantee Authority, on the subject of compensation in the postal sector. On the subject of training, a new course for conciliation experts was organised during the year, as well as 8 local refresher training meetings at the Bologna and Landriano hubs. Finally, on the topic of anti-fraud, four thematic webinars were held, organised in cooperation with CERT. This activity is regulated and described by the Company procedures pursuant to Legislative Decree 231/2001 and by the procedures defined on the basis of the Framework Agreement entered into between the Company and Consumer Associations, referred to in the procedures pursuant to Legislative Decree 231/2001. The success of the policies adopted is verified and evaluated in relation to the lack of critical interventions by consumer associations in the media, both at national and territorial level.
Relations with consumer associations at central level are managed by the “Relations with Trade and Consumer Associations” function, which consists of a manager, four resources in the Rome office and one in the Milan office. On the other hand, relations with consumer associations at the territorial level, in particular with regard to Retail Postal Conciliation procedures, are managed in connection with the territorial offices of the function. The objectives of the function, which are included in the MBO of the managers in charge, are measured by analysing the discussion questions by assessing the percentage of questions conciliated, i.e., concluded with an agreement with the consumer associations, in relation to the total number of questions discussed. Conciliation procedures are governed by the “Retail Postal Products Conciliation” Procedure, updated in 2021 and drawn up in cooperation with several consumer associations.
Among the main central institutions and regulatory and supervisory bodies with which Poste Italiane interacts are: the Italian Communications Authority (Autorità per le Garanzie delle Comunicazioni - AGCom), the Ministry of Economic Development (Ministero per lo Sviluppo Economico - MISE), the Ministry of Economy and Finance (Ministero dell'Economia e delle Finanze - MEF), the Ministry of Foreign Affairs and International Cooperation (Ministero per gli Affari Esteri e la Cooperazione Internazionale - MAE) and the European Policies Department of the Cabinet Office.
In particular, as part of its relations with the MEF, on 20 February 2020, Poste Italiane's Board of Directors approved the renewal of the three-year agreement for 2020-2022, which aims to regulate treasury services and the movement of funds on behalf of the State.
Furthermore, on a European and international level, Poste Italiane maintains relations with the European Parliament, the European Commission, the Universal Postal Union (UPU), PostEurope, the European Center of Employers and Enterprises providing Public services (CEEP), the International Post Corporation (IPC), together with other institutions and associations in the sectors in which the Company operates. The Group is involved in the coordination, representation and monitoring of the political agenda, both at European and international level, within the above-mentioned bodies. In addition, the Group is engaged in the release of information for regulatory purposes at national, European and international level, as well as in the preparation of proposals for amendments and additions to the relevant legal and regulatory framework.
• constant improvement of the quality of Poste Italiane's products and services;
• transparency and fairness of the Company's relations with consumers;
• improving consumer knowledge of products and services;
• information for the correct and conscious use of products and services and for the dissemination of the instrument of joint conciliation.
The Framework Agreement also established the Cantiere Consumatori, a regular monthly consultation with representatives of the Associations aimed at presenting products and services and explaining them in detail.
A further objective of the relationship with the associations is to follow up the Conciliation procedures, also provided for in the Agreement, for the amicable settlement of disputes for all areas of the Company's activities. Finally, also on the basis of the Agreement, which lays down the principles for transparent cooperation and information sharing for the benefit of customers, the newsletter “Dialogue with Consumers” was established.
Constant and transparent relations with consumer associations continued in 2022, therefore, on the basis of the Framework Agreement, the Consumer Forum and the newsletter “A dialogue with consumers”. Topics include the repricing of the BancoPosta account, the new mailboxes distribution plan, and the public consultation launched by AGCom, the Communications Guarantee Authority, on the subject of compensation in the postal sector. On the subject of training, a new course for conciliation experts was organised during the year, as well as 8 local refresher training meetings at the Bologna and Landriano hubs. Finally, on the topic of anti-fraud, four thematic webinars were held, organised in cooperation with CERT. This activity is regulated and described by the Company procedures pursuant to Legislative Decree 231/2001 and by the procedures defined on the basis of the Framework Agreement entered into between the Company and Consumer Associations, referred to in the procedures pursuant to Legislative Decree 231/2001. The success of the policies adopted is verified and evaluated in relation to the lack of critical interventions by consumer associations in the media, both at national and territorial level.
Relations with consumer associations at central level are managed by the “Relations with Trade and Consumer Associations” function, which consists of a manager, four resources in the Rome office and one in the Milan office. On the other hand, relations with consumer associations at the territorial level, in particular with regard to Retail Postal Conciliation procedures, are managed in connection with the territorial offices of the function. The objectives of the function, which are included in the MBO of the managers in charge, are measured by analysing the discussion questions by assessing the percentage of questions conciliated, i.e., concluded with an agreement with the consumer associations, in relation to the total number of questions discussed. Conciliation procedures are governed by the “Retail Postal Products Conciliation” Procedure, updated in 2021 and drawn up in cooperation with several consumer associations.
Among the main central institutions and regulatory and supervisory bodies with which Poste Italiane interacts are: the Italian Communications Authority (Autorità per le Garanzie delle Comunicazioni - AGCom), the Ministry of Economic Development (Ministero per lo Sviluppo Economico - MISE), the Ministry of Economy and Finance (Ministero dell'Economia e delle Finanze - MEF), the Ministry of Foreign Affairs and International Cooperation (Ministero per gli Affari Esteri e la Cooperazione Internazionale - MAE) and the European Policies Department of the Cabinet Office.
In particular, as part of its relations with the MEF, on 20 February 2020, Poste Italiane's Board of Directors approved the renewal of the three-year agreement for 2020-2022, which aims to regulate treasury services and the movement of funds on behalf of the State.
Furthermore, on a European and international level, Poste Italiane maintains relations with the European Parliament, the European Commission, the Universal Postal Union (UPU), PostEurope, the European Center of Employers and Enterprises providing Public services (CEEP), the International Post Corporation (IPC), together with other institutions and associations in the sectors in which the Company operates. The Group is involved in the coordination, representation and monitoring of the political agenda, both at European and international level, within the above-mentioned bodies. In addition, the Group is engaged in the release of information for regulatory purposes at national, European and international level, as well as in the preparation of proposals for amendments and additions to the relevant legal and regulatory framework.
