Our web portal for consumer groups has been on line since 2011: the section of the Group’s corporate website is entirely for representatives of the main associations in the areas Hera serves, who are key contacts for the company in its relations with final customers. For associations, this web channel is an important interface with Hera. They can use it to handle reports and procedures, prevent disputes and minimise the time needed to respond and solve problems. In 2017, 12,169 visitors accessed the web, for a total of 30,301 page views: these figures show a strong growth in traffic, more than double compared to the previous year.
In addition to the portal, the contacts and operators of the associations can use dedicated email addresses, and phone and fax numbers that, together with the web section, make up a real communication channel reserved to consumer groups. In 2017, 797 cases were managed through this channel (785 in 2016), 94.23% of which were solved successfully, with an average resolution time of 1.7 days (even this figure marks a significant improvement compared to 2016). Furthermore, in order to build positive relationships and create an increasingly open dialogue, Hera organised meetings with consumer group representatives and contact persons, again in 2017. A total of 7 meetings were held on topics in which the associations showed particular interest or in relation to which they requested clarifications and further details: the progress of the Leak Fund, the customer protection system defined by the Authority, the Acquologo, the Rifiutologo, the My Hera app, Digi e lode, the four theme-specific sustainability reports, the measures taken by Hera for the more vulnerable segments of customers, TARI and, lastly, special focus on the quantity-based tariff regarding the Ferrara area only.