with quality standards set by the
Authority for 4 services
average waiting time at branches
and chance to reserve an
appointment with an operator
thousand analyses
Group drinking water, 1,100 per day, of which 63% on the supply network

Complaint management

In 2017, there was an increase compared to the previous year: about more 9,700 complaints, about 24% more than in 2016. The increases, however, depend on the type of service: gas (+37%) electricity (+16%), water sector (+20%) and environment (+17%).

Despite the complexity of the situations, the time taken to manage the procedures improved compared to 2016: in fact, average response times decreased to around 18 calendar days compared to the 19 in 2016 and the percentage of complaints handled within the standard time increased by 6 percentage points, reaching 94.1%.

Complaints received
  2015 2016 2017
Average complaint response time (days) 16.7 19.1 18.3
Percentage of complaints that were dealt with within the standard timeframe (%) 93.4% 87.8% 94.1%
of which electricity and gas complaints relating to sales 92.9% 87.4% 89.6%
Number of complaints received 31,198 41,050 50,773

Excluding AcegasApsAmga and Marche Multiservizi. The complaint response time is indicated in calendar days, with a reference standard of 40 days. There were 30,359 complaints relating to gas and electricity sales in 2017.

Excluding AcegasApsAmga and Marche Multiservizi, in 2017 the volume of complaints sharply increased reaching 58,000, +18% compared to 2016. In fact, the complaints rate rose from 1.34% to 1.53%. The average response times improved with respect to 2016, reaching 18 average calendar days, compared to 19 days in 2016. Handling times were similar for gas and waste; while those for water and electricity services were lower and however always in line.

In 2017, activities to improve the communication style towards end customers continued, thanks to the implementation of the new language project for both handling written requests and customer contact (call centre and counter).

For AcegasApsamga, the average response times to complaints are 18 calendar days (27 in 2016) and the percentage of complaints answered within the standard time was 99.9%. In Marche Multiservizi, the average response time to complaints was 8 calendar days (9 in 2016) and the percentage of complaints answered within the standard was 99.4%.