A direct channel between consumer associations and AASS technical staff aimed at speeding up the handling of user complaints and requests. This is the central element of the three-year memorandum of understanding signed on 8 October by the Secretariat of State for Labour, which holds responsibility for AASS, the Azienda Autonoma di Stato per i Servizi Pubblici (State Public Services Authority), and three San Marino consumer organisations: the Unione Consumatori Sammarinesi (Consumer Union), Associazione Sportello Consumatori (Consumer Helpdesk Association) and Associazione Difesa Consumatori (Consumer Defence Association).
The agreement formalises talks that began in recent months and aims to simplify the resolution of issues relating to both household and commercial utilities.
“The agreement permanently structures a dialogue that began in recent months, with the primary goal of speeding up the handling of complaints, requests and queries submitted by users,” the statement reads.
“Through the creation of a dedicated direct channel between the associations and the Authority’s technical staff, citizens’ requests will receive prompt responses and timely feedback, overcoming the bureaucratic rigidity that in the past slowed the resolution of problems concerning household and commercial utilities.”
Secretary of State Alessandro Bevitori linked the agreement to the need to make public services more responsive to users’ needs. “Putting the needs of families and businesses at the centre of how primary services are managed is a priority commitment for the government,” he said.
“This agreement turns occasional dialogue into a daily, structured and transparent working method. We want a public company capable of listening to the community, anticipating problems and being genuinely close to those going through economic hardship or vulnerability. Ongoing cooperation with social representatives is a decisive factor in fine-tuning interventions and making support policies increasingly fair and effective.”
The protocol also provides for periodic review meetings and working groups on the most complex cases, with the aim of strengthening transparency in utility management.
AASS director Marcello Forcellini highlighted the operational aspects: “For our organisation, ensuring efficiency means combining service quality with a genuine capacity to listen. The direct communication channel agreed with the associations will allow us to act on complaints without delay, streamlining internal procedures and adapting them to the real needs expressed by the country.”
Present at the signing were Olga Mattioli for UCS, Emanuel Santolini for the Associazione Sportello Consumatori, and Luca Villani for ASDICO. The three organisations expressed satisfaction, also pointing to work already done on social tariffs and home-care needs.
“This is an added value that allows us to protect citizens even more effectively. The dialogue that has opened up allows us to bring our proposals directly into the process when measures are being drafted. The inclusion of rental costs and mortgage interest among the factors considered for social tariffs came about precisely on our initiative, and we also warmly welcome the increased attention being paid to individuals or households with particular home-care and assistance needs. Seeing first-hand such openness towards people in difficulty confirms the value of constructive dialogue, which we hope will mark the beginning of a path toward further protections.”
