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

Disputes with customers

At the close of 2017 there were 479 disputes pending with customers (187 of which initiated during the year) mainly regarding the application of the tariffs applied to the services provided and the recovery of payments. Of these 187 disputes, 155 refer to the gas, electricity and district heating service, 22 to the water service and 10 to the waste management service. The disputes with customers mainly concern the energy sector, and in particular objections to the protective system to which customers are assigned by the competent distributor, to billing, and complaints requesting reactivation of electricity or gas supplies that had been disconnected due to the customer paying late. In the water sector, instead, disputes mainly regards customers objecting to injunctions.

In 2017, 467 disputes were settled, 169 with customers, 8 with suppliers, and another 201 regarding disconnections of gas supplies to late-paying final customers and the remaining 89 regarding different issues (e.g. claims for damages associated with the management of the services performed by Hera or Group companies).