By way of Resolution No. 375/19/CONS, the Italian Communications Regulatory Authority (Autorità per le Garanzie nelle Comunicazioni – AGCOM) launched a public consultation on the “Revision of customer care service regulations in the electronic communications sector” (Consultation).

Through the Consultation, AGCOM invited interested parties to provide input on:

  • scope of customer care services
  • affected providers
  • contact channels
  • key performance indicators
  • performance monitoring by AGCOM
  • possible costs of the customer care service for customers.

At the end of the Consultation, AGCOM will consider input from the various participants and will issue a resolution to revise the current legal framework around customer care services.

Any interested parties may participate in the Consultation by submitting their comments and observations by 23 November 2019.