Acquirente Unico

case studies


business case

The Conciliation Service was introduced by the Regulatory Authority for Energy, Networks and Environment (Authority) in April 2013 (with the Authority’s Resolution of 21st June 2012, 260/2012/E/com and subsequent amendments, hereinafter “Established Resolution” ), to make available to customers and end users a simple and fast procedure for resolving disputes with operators and managers, through the intervention of an expert conciliator who supports the parties to find an agreement without resorting to legal proceedings.

The service, managed by Acquirente Unico Spa on behalf of the Authority, is registered in the list of ADR entities of the European Commission and is carried out completely online.

The objective of the project was to provide an easy-to-access tool for all those involved, both economically (free of charge) and geographically (on-line management of the request and file, so as to be able to use it independently from the location of the parties and the conciliator).

The tool allows to manage the conciliation procedure in an efficient and effective way (enhancing the on-line execution) and it is at the same time adjustable to enhance even further its efficiency or to adapt it to  the evolution of the applicable regulatory framework.


The solution was built by creating, for the on-premise part, a series of components based on Open Source technology that fulfill the front-office and back-office functions. An Oracle DBMS was used for the database part. The components in saas perform instead the functions of virtual room (videoconferencing system) and remote digital signature with the issue of one-shot signature certificates.


The implementation of the solution proposed by PA Evolution has allowed Acquirente Unico Spa to provide an out-of-court protection instrument with these characteristics:

  • universal, since it can be activated by all customers/users and by their delegates against all the sellers and distributors of electricity/gas and integrated water service managers;
  • completely on-line: from the presentation of the conciliation request (through the web Form), to the document integration and consultation of the file, from the issue of the digital signature (if the user does not have his own signature), to the performance of the conciliation meetings in virtual rooms, until the conclusion of the procedure, including the potential signing of an agreement;
  • multiple interaction (written, verbal and visual), as it implies the participation of the conciliator and all the subjects involved in the resolution of the dispute (customer/user and operator/distributor and services manager), both in the management and completion of the file, and in the virtual room.
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