Services to the public

The main activities systematically carried out by the DGPI-UIBM to support consumers include services provided for the protection and exploitation of IP and for the prevention and fight against counterfeiting.

Contact Center

In 2024, the Contact Center received over 44,000 requests for assistance. With14,876 e-mails, 19,605 phone calls and 9,642 webchat contacts, users reached out the DGPI-UIBM to receive information and support with the administrative procedures related to the submission of applications and the protection of IP rights.

Almost 29,000 requests for technical and IT assistance were recorded relating to the operation of the online portal for submitting IP applications and related requests for information.  Of these, 23,519 were received via chat (the remaining 5,374 were e-mail).

“L'esperto risponde”

The 'Expert Replies' service is designed to offer direct assistance to users in resolving doubts, difficulties and problems related to Industrial Property, with the aim of providing detailed information in real-world cases. In 2024, these support requests were handled through 1,491 appointments. Of these, 633 were booked over the phone, 325 by e-mail and 533 by webchat.

Sala pubblico

57 meetings were organised in the 'Public Room' to provide assistance with various procedures, such as submitting applications, consulting databases, accessing document archives, reproducing documents and issuing copies, as well as filing replies to the Office's findings.

LAC- Linea Diretta Anticontraffazione

Users can take advantage of  the free service offered by the anti-counterfeiting direct line or Linea Diretta Anticontraffazione (LAC), managed by the DGPI-UIBM in collaboration with specialised officers from the Italian Finance Police (Guardia di Finanza ) working at MIMIT offices. The LAC is responsible for receiving and evaluating telephone and e-mail reports sent by users regarding supposed cases of counterfeiting and works closely with the police. It also provides information on the phenomenon of counterfeiting and the protections provided by law. The service also offers support to businesses facing infringements of their IP rights, providing direct assistance and information, raising awareness of the serious damages caused by counterfeiting, as well as promoting the most effective tools to prevent and fight it.

In 2024, the LAC received a total of 675 warnings of potential IP rights infringements. More than 90% of these concerned the online market.

The most frequently reported sectors were perfumes (40%), footwear and bags (30%), watches (20%) and sports and leisure items (10%).

The regions from which most cases were reported were Campania, Lazio and Sicily, followed by Lombardy and Emilia-Romagna.

Sportello Tecnologie Anticontraffazione

In October 2024, the DGPI-UIBM launched the anti-counterfeiting technology desk [Sportello Tecnologie Anticontraffazione] in collaboration with the  Istituto Poligrafico e Zecca dello Stato. This is a free service aimed at businesses, particularly SMEs, to provide support and guidance to identify the anti-counterfeiting technologies best suited to the specific needs of each business and to keep up to date with the latest product traceability techniques. Firmly convinced that micro, small and medium-sized enterprises are the main drivers of Italy's growth and economic competitiveness and the global promotion of Made in Italy, the desk arranges personalised online meetings with experts in the field, in order to promote  the dissemination and knowledge of innovative technologies to strengthen and protect IP rights, while promoting the prevention and fight against counterfeiting.