ADR (Alternative Dispute Resolution) is an alternative resolution procedure aimed at providing fast, simple and out-of-court resolution of disputes arising between consumers and companies.
Following amendments introduced by Decree 130/2015, which had transposed the Consumer ADR Directive 2013/11/EU, to the Consumer Code, the joint conciliations, established pursuant to AGCOM Resolution 73/11, find their precise and regulated context placement through their inclusion and recognition as specific ADR procedures.
Fastweb and the Consumers Associations, representative at national level, have created an ADR Organization for out-of-court dispute resolutions.
Only after filing a complaint that has received no response within 45 days, as set forth in the Service Charter, the Fastweb customers may initiate the procedure by filing a Conciliation Request with a branch of the Consumers Associations that has adopted the Regulatory Conciliation Protocol.
Alternatively, the customer can send the request directly to the Conciliation Administrative Office by registered mail with return receipt, to the address Piazza Adriano Olivetti, 1, 20139 Milano or to the certified email address firstname.lastname@example.org.
he Conciliation Procedure is initiated when the Conciliator of the Association enters the request into the appropriate portal specifying the data and cause of the dispute. The individual requests are then reviewed on a case by case basis by a Joint Conciliation Commission, comprised of a Conciliator from Fastweb and a Conciliator from the selected Association. The procedure shall be concluded, with a conciliation report, within a maximum of 90 days from the request submission date.
All the procedure details can be found in the Fastweb Regulations.
In order to ensure full compliance with the provisions set forth in articles 141 et seq. of the Consumer Code, the Joint Regulatory Council with reference to Joint Conciliations was established for the electronic and postal communication sectors, pursuant to the guidelines issued by Agcom [Autorità per le Garanzie nelle Comunicazioni - Communication Regulatory Authority] with Resolution no. 11/17/CONS, articles 4 and 5.
For further details, see the Protocol for the Conciliation Procedure of the Fastweb ADR Body - Consumers Associations participating in the National Council of Consumers and Users (Consiglio Nazionale Consumatori e Utenti - CNCU)
For agreements executed on-line, the Conciliation Request can also be sent, through the ODR platform pursuant to Regulation EU no. 524/2013, managed by the European Commission which can be contacted at this address.