The Italian Competition Authority has initiated an investigation into Eni Plenitude S.p.A. Società Benefit over suspected unfair commercial practices.
The probe focuses on the methods used by the company to inform customers about changes in economic supply conditions and its failure to implement measures ensuring proper communication delivery.
Between May and September 2024, the Authority received numerous complaints from consumers alleging that their electricity and gas supply contracts were renewed with revised economic conditions without prior notification. It appears that Eni Plenitude proceeded with these contract renewals despite a significant number of undelivered communications, thus depriving consumers of their right to withdraw from the contract.
As part of the investigation, officials from the Italian Competition Authority, supported by the Special Antitrust Unit of the Italian Financial Police (Guardia di Finanza), conducted an inspection at the premises of Eni Plenitude and its parent company, Eni S.p.A., on March 14, 2025.
Consumer Protection and Regulatory Concerns
The president of the National Consumers Union, Massimiliano Dona, commented on the case, emphasizing the need for large corporations to maintain transparent communication with consumers. He stated, “Consumer satisfaction must guide every choice. We expect major companies to communicate in a way that leaves no doubt about the customer’s intent to remain in a contractual agreement.”
Dona also called for regulatory changes, advocating for the removal of silent consent in communications regarding contractual modifications. He highlighted the prevalence of complaints from consumers who were unaware of unilateral changes in contractual terms, often resulting in increased prices. Given the substantial financial burden that utility bills impose on households, he stressed the necessity of obtaining explicit customer consent, business24tv reported.
Proposed Changes to Consumer Notification Practices
In response to the controversy, consumer advocates have proposed several measures to ensure that customers are adequately informed and have the opportunity to respond before contract changes take effect. These include:
- Requiring express customer consent for new contracts, unilateral changes, and renewals.
- Enhancing notification methods, such as in-app alerts that block other functions until the message is acknowledged.
- Implementing full-screen pop-ups in user accounts on company websites.
- Sending email notifications with mandatory read receipts and confirmation of delivery.
These proposals aim to strengthen consumer rights and prevent unexpected financial burdens resulting from unnotified contractual changes.
As the investigation progresses, the Italian Competition Authority will assess whether Eni Plenitude’s practices violated consumer protection laws and, if necessary, impose corrective measures or sanctions.
