Consumers Association relationships

ADR

ADR (Alternative Dispute Resolution) is an alternative procedure for resolving disputes outside the courts.

With Legislative Decree No. 130 of 6 August 2015, which implemented European Directive 2013/11/EU, joint conciliation procedures were formally recognised as ADR mechanisms, offering consumers a simple, fast and out-of-court method for resolving disputes.

In the electronic communications sector, the regulatory framework was subsequently updated by AGCOM Resolution No. 203/18/CONS and with Legislative Decree No. 207 of 8 November 2021, the European Electronic Communications Code was implemented, further strengthening user protections and alternative dispute resolution tools.

Joint conciliation procedures therefore represent an official and regulated channel for the out-of-court resolution of disputes between consumers and operators, in line with the principles of transparency, impartiality and efficiency.

Fastweb and the nationally representative Consumer Associations have therefore established an ADR body for the out-of-court resolution of disputes.

How to access the Conciliation Procedure

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.

ACU
www.associazioneacu.org
ADICONSUM
www.adiconsum.it
ADOC
www.adocnazionale.it
ADUSBEF
www.adusbef.it
ALTROCONSUMO
www.altroconsumo.it
ASSOUTENTI
www.assoutenti.it
CASA DEL CONSUMATORE
www.casadelconsumatore.it
CENTRO TUTELA CONSUMATORI UTENTI
www.centroconsumatori.it
CITTADINANZATTIVA
www.cittadinanzattiva.it
CODACONS
www.codacons.it
CODICI
www.codici.org
CONFCONSUMATORI
www.confconsumatori.it
FEDERCONSUMATORI
www.federconsumatori.it
LEGA CONSUMATORI
www.legaconsumatori.it
MOVIMENTO CONSUMATORI
www.movimentoconsumatori.it
MOVIMENTO DIFESA DEL CITTADINO
www.difesadelcittadino.it
UNIONE CONSUMATORI
www.consumatori.it
UNIONE PER LA DIFESA DEI CONSUMATORI
www.udicon.org
ASSOCIAZIONE DEI CONSUMATORI
www.asso-consum.it

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 adrfastweb@pec.fastweb.it.

CONCILIATION REQUEST FORM CONCERNING TELECOMMUNICATION SERVICES size 263 KB

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.

CONCILIATION BODY REGULATIONS size 200 KB
Log in here if you are an accredited Conciliator
Unitary Guarantee Council

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)

PROTOCOL FOR THE CONCILIATION PROCEDURE OF THE FASTWEB ADR ORGANISATION size 239 KB