Offering to customers
Gas vulnerability protection service
Pursuant to Decree-Law no. 115 of 9 August 2022, PostePay provides the natural gas supply service entitled to vulnerable customers. The offer includes the application of economic and contractual conditions regulated by ARERA (Regulatory Authority for Energy, Networks and the Environment) and is mandated by law for all suppliers in the free market. Customers are identified as vulnerable if they meet at least one of the conditions set out in Decree-Law no. 115 of 9 August 2022, converted by Law no. 142 of 21 September 2022, namely: being in economically disadvantaged conditions pursuant to Article 1, paragraph 75, of Law no. 124 of 4 August 2017; being among persons with disabilities pursuant to Article 3 of Law no. 104 of 5 February 1992; having utilities located in emergency housing facilities following catastrophic events; or being aged 75 years or over.
PosteMobile facilitations for users with disabilities
In compliance with Resolution 290/21/CONS “Provisions on measures reserved for consumers with disabilities for electronic communication services from fixed and mobile locations”, PostePay reserves dedicated offers at a subsidised price for its telephony customers. Deaf users (users defined as such pursuant to Article 1, paragraph 2, of law no. 381 of 1970), totally blind users (users defined as such pursuant to Article 2, law no. 138 of 2001), partially blind users (users defined as such pursuant to Article 3, law no. 138 of 2001), disabled users with severe walking inability (users receiving tax benefits pursuant to Article 30, paragraph 7, of law no. 388/2000 certified in the disability reports), users in whose households (i.e. all the persons residing in the dwelling from which the benefit is requested) there is a deaf person, totally blind person, partially blind person or invalid with severe walking ability limitations.
Encouraging the online opening of current accounts and postal savings passbooks and the purchase of financial products
The action aims to enable customers to access omnichannel services, particularly for populations in peripheral areas, even on days and times when the Post Office network is closed. The commitment to maintain these openings in 2026 achieved the following results in 2025: 5% of digital accounts out of the total number of current accounts opened; 9% of savings books openings from Web and App; 15% of subscriptions of financial products from digital channel (BFP, SuperSmart deposit, Postefuturo Investimenti, Funds).
Launch of new SCM area (Mobile Consultant Specialist)
To provide customers living in peripheral areas with to specialised advisory services on financial products, the new SCM area structure was launched with the introduction of a dual specialist model (SCM dynamic/personal) to improve the coverage of the most difficult-to-reach geographical areas. This aims to support financial products at Post Offices without a daily Financial Advisor presence. In the course of 2025, the new set-up of 696 SCM Zones, designed on the basis of the characteristics of the Territory, was launched on the Commercial Network, covering approximately 9,000 small Post Offices. The new set-up, thanks to the introduction of the dual sales figure (SCM Dinamico to mainly serve Affluent customers and SCM Personal to mainly serve UpperMass customers), aims to further increase the levels of specialised advisory services according to the different customer segments and prevailing financial needs.
Maintaining products and services dedicated to the most vulnerable customer groups
To support the most vulnerable population segments and foster financial inclusion, the Group renewed and evolved products/services for these segments, including: Young people’s mortgage, Basic Account, mortgage repayment suspension, support for victims of gender-based violence, voucher for minors, Super Smart pension deposit, and free insurance on pension withdrawals.
Boxless service launched
With the aim of simplifying the shipping experience while reducing environmental impact, the Group introduced the Boxless service, which allows customers to ship items prior packaging. Customers can present themselves directly at a Post Office or an authorised Post Office Point with the item to be sent, without preparing packaging. As part of the service, the operator directly provides environmentally friendly packaging, made from between 60% and 90% recycled material, as well as the waybill, printed via QR code. The Boxless service can be integrated with the Paperless service, which enables shipments and returns without printing documentation using a digital QR code while the operator prints the label directly at the desk. The initiative simplifies the shipping process, reduces material waste through the use of sustainable, recyclable and reusable packaging, and improves the customer experience by making the service faster, more convenient and more accessible.
Polis - Services for the Citizen
In the course of 2025, the offer of Public Administration (PA) services to citizens aimed at fostering social inclusion and overcoming the digital divide, continued and expanded throughout the territory, such as:
- Passports in Post Offices in Small Municipalities provide great convenience for citizens of small towns, while at the same time allowing significant savings in terms of travel hours and reducing CO2 emissions.
- Digital Facilitation Services in Post Offices for the regions, offering a one-stop solution that widens access to digital services and supports people with low digital skills (in 2025, training on the use of digital tools was provided in facilitation points in the Campania region).
For more details on the “Polis Project”, please refer to the topic “S3 - Affected communities”.