Poste Italiane is actively engaged in a process of discussion, dialogue and cooperation with Consumer Associations, both on a small and large scale. An important step in this direction is the Framework Agreement concluded in 2011, subsequently renewed in 2018. This agreement gave rise to the "Consumer Workshop", a permanent working and consultation group made up of a representative of each Association and members of the Poste Italiane Group. The main objective of the "Consumer Site" is to identify optimal solutions for harmonising the needs of the Company with those of its customers, focusing on company initiatives aimed at consumers. Thanks to this collaborative approach, the Company has been able to improve the quality of its products and services over time. The adoption of a constructive and transparent method of communication and cooperation between the parties played a key role in this process of continuous improvement.
In addition, the initiative relating to the newsletter "Dialogando con i Consumatori" (Dialoguing with Consumers) continued in 2023. This is an information tool intended for the territorial representatives of Consumer Associations, with the aim of informing stakeholders about the main news related to Poste Italiane's activities. The newsletter is a useful tool to provide new insights and recommendations, further strengthening the bond of knowledge and cooperation that has always characterised the relationship between the Company and consumers.
In addition, in order to ensure the availability of all the information necessary for the efficient use of postal products and to describe the quality objectives to be achieved over time, Poste Italiane makes available the "Postal Service Charters". They provide details on main products, targets and delivery times for Italy and abroad, as well as information on complaints and refunds. Specifically, the Universal Postal Service Charter includes products covered by the Universal Postal Service (Legislative Decree no. 261/99), while the Postal Services Charter includes products not covered by the Universal Postal Service.
In addition, the initiative relating to the newsletter "Dialogando con i Consumatori" (Dialoguing with Consumers) continued in 2023. This is an information tool intended for the territorial representatives of Consumer Associations, with the aim of informing stakeholders about the main news related to Poste Italiane's activities. The newsletter is a useful tool to provide new insights and recommendations, further strengthening the bond of knowledge and cooperation that has always characterised the relationship between the Company and consumers.
In addition, in order to ensure the availability of all the information necessary for the efficient use of postal products and to describe the quality objectives to be achieved over time, Poste Italiane makes available the "Postal Service Charters". They provide details on main products, targets and delivery times for Italy and abroad, as well as information on complaints and refunds. Specifically, the Universal Postal Service Charter includes products covered by the Universal Postal Service (Legislative Decree no. 261/99), while 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;
• promotion of transparency and fairness of the Company's relations with consumers;
• improvement of consumer awareness of products and services on offer;
• provision of information for the correct and conscious use of products and services, as well as for the dissemination of the instrument of joint conciliation.
The Framework Agreement also established the Consumer Workshop, a monthly periodic consultation table with representatives of the Associations, aimed at presenting a preview and detail of the products and services offered by Poste Italiane.
A further objective of the relationship with the associations is to follow the Conciliation procedures, as provided for in the Agreement itself, in order to peacefully resolve disputes relating to all areas of the Company's activity. Finally, in accordance with the principles established in the agreement, which promotes collaboration based on transparency and the sharing of information for the benefit of customers, the newsletter "Dialogue with consumers" was established.
Constant and transparent relations with consumer associations continued in 2023, therefore, on the basis of the Framework Agreement, the Consumer Forum and the newsletter "A dialogue with consumers". Among the topics covered are the Poste Italiane Group's new energy offer, the Polis Project, the Repricing of the BancoPosta Account, and the public consultation launched by Agcom on the subject of compensation in the postal sector. On the subject of training, two courses were organised for postal conciliators during the year, and a tour of 15 territorial meetings involving some 250 association representatives took place in November and December. The aforementioned activity is regulated and described in the company procedures laid down in Legislative Decree no. 231/2001, as well as in the procedures established on the basis of the Framework Agreement concluded between the Company and Consumer Associations. These procedures are referred to in the documents provided for by Legislative Decree no. 231/2001. The success of the adopted policies is being monitored and evaluated, with particular reference to the absence of critical interventions by consumer associations in national and local media.
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, in the context of relations with the MEF, the Convention was renewed, which has the objective of regulating treasury services and movement of funds on behalf of the State.
At 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;
• promotion of transparency and fairness of the Company's relations with consumers;
• improvement of consumer awareness of products and services on offer;
• provision of information for the correct and conscious use of products and services, as well as for the dissemination of the instrument of joint conciliation.
The Framework Agreement also established the Consumer Workshop, a monthly periodic consultation table with representatives of the Associations, aimed at presenting a preview and detail of the products and services offered by Poste Italiane.
A further objective of the relationship with the associations is to follow the Conciliation procedures, as provided for in the Agreement itself, in order to peacefully resolve disputes relating to all areas of the Company's activity. Finally, in accordance with the principles established in the agreement, which promotes collaboration based on transparency and the sharing of information for the benefit of customers, the newsletter "Dialogue with consumers" was established.
Constant and transparent relations with consumer associations continued in 2023, therefore, on the basis of the Framework Agreement, the Consumer Forum and the newsletter "A dialogue with consumers". Among the topics covered are the Poste Italiane Group's new energy offer, the Polis Project, the Repricing of the BancoPosta Account, and the public consultation launched by Agcom on the subject of compensation in the postal sector. On the subject of training, two courses were organised for postal conciliators during the year, and a tour of 15 territorial meetings involving some 250 association representatives took place in November and December. The aforementioned activity is regulated and described in the company procedures laid down in Legislative Decree no. 231/2001, as well as in the procedures established on the basis of the Framework Agreement concluded between the Company and Consumer Associations. These procedures are referred to in the documents provided for by Legislative Decree no. 231/2001. The success of the adopted policies is being monitored and evaluated, with particular reference to the absence of critical interventions by consumer associations in national and local media.
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, in the context of relations with the MEF, the Convention was renewed, which has the objective of regulating treasury services and movement of funds on behalf of the State.
At 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.
