99.7%
compliance
with quality standards set by the
Authority for 4 services
10.6
minutes
average waiting time at branches
and chance to reserve an
appointment with an operator
399
thousand analyses
Group drinking water, 1,100 per day, of which 63% on the supply network

The quality of our service

Electricity and gas

The regulation of quality divides the standards to be met into “general” and “specific”: failure to meet the latter due to causes attributable to Hera requires the payment of indemnities to customers or to the sales company requiring technical data from the distributor, which may vary depending on the type of supply (low or medium voltage for electricity, the meter category for gas), the delay in executing the service and the times required for compensation. Automatic compensation varies from Euro 24 to 140 based on the type of supply, and can increase based on the delay in the provision of the service or the fulfilment times.

The specific quality standards for the distribution service include, in particular, the time limits for executing works, activating supply, and the failure to comply with the punctuality bracket for appointments scheduled with customers (resolution 574/2013/R/Gas and 646/2015/R/Eel).

Water and waste management

When managing the integrated water service and the urban waste management service, the operator is committed to complying with specific minimum quality standards set forth in the Service Charter. This document is drawn up on the basis of a template prepared by the Water and Waste Regulatory Authorities and annexed to the signed agreements.

AEEGSI’s resolution 655/2015 has governed the contractual quality of the water service since 1 July 2016, defining minimum service levels that operators must respect for activities related to the requests of users, emergency services, billing, access to branch offices and to the call centre and the management of complaints. The resolution also introduced the payment of an automatic indemnity of Euro 30 to be paid if the operator fails to comply with the specific quality standards.

It also allowed operators to access incentives for their commitment to pursue quality levels that improve on the minimum levels required by said resolution 655/2015. Hera Spa achieved the incentive for the Bologna and Modena areas, applying the improved levels set by Atersir for 32 standards. For the Ferrara, Ravenna, Forlì-Cesena and Rimini areas, pending access to the same incentives provided to Bologna and Modena, branch offices are already open to customers on Saturday mornings, as an added convenience for users. The requirements of the contractual quality objectives shall also be adequately monitored and reported to the national regulator, to Atersir and to users by publishing them in the bills.

The waste management Service Charter is in force in the Ferrara, Padua and Trieste areas.

District heating service

In 2008, and on a voluntary basis, Hera began monitoring the quality of the most significant services and automatically paid compensation to customers if it had not fulfilled the commitments set forth in its “District heating service quality charter” in force in the Emilia-Romagna area. Automatic compensation ranges from Euro 35 to 140 depending on the customer’s system and is paid if standards are not met, such as the time required to activate and terminate the supply, and reactivate it after having been disconnected due to late payment.

Compliance with specific quality standards
% 2015 2016 2017 Number of services provided (2017)
Gas 99.7% 99.9% 99.9% 2,754,062
Electricity 98.1% 98.6% 97.7% 65,860
Integrated water service 99.5% 98.9% 98.2% 206,058
District heating 99.8% 98.9% 97.8% 1,608
Total 99.6% 99.8% 99.7% 3,027,588

Includes the services for which customers must be automatically compensated if the company does not comply with the standard. The data on sales quality standards do not include Estenergy and AcegasAps Service.

Overall, the figures are in line with 2016: in 2017, 99.7% of cases, the Group provided the service requested by the customer within the timeframes set by Arera, the Italian regulatory authority for energy, networkd and the environment. This percentage has increased, on a like-for-like basis, from 95.8% in 2008 to 99.7% in 2017. Quality standards are close to full compliance (99.9%) in Hera’s and AcegasApsAmga’s gas services and Marche Multiservizi’s water service.

Compliance with specific gas and electricity quality standards
% 2015 2016 2017 Number of services provided (2017)
Gas sales 97.5% 97.4% 92.7% 16,043
Gas distribution (final customers and sales companies) 99.7% 99.9% 99.9% 2,738,019
Gas total 99.7% 99.9% 99.9% 2,754,062
Electricity sales 97.8% 97.6% 95.6% 13,933
Electricity distribution (final customers and sales companies) 98.3% 98.8% 98.2% 51,927
Electricity total 98.2% 98.6% 97.7% 65,860
Total 99.6% 99.8% 99.8% 2,819,922
Of which gas and electricity distribution 99.6% 99.9% 99.9% 2,789,946

Includes the services for which customers must be automatically compensated if the company does not comply with the standard. The data relating to the sales quality standards do not include Estenergy and AcegasAps Service.

II almost all cases, the individual services consolidated their good results compared with the times already recorded in 2016. In particular, this year showed a positive trend for some highly subscribed gas-related services such as the provision of estimates for simple gas works (from 98.6% to 98.8%), the activation of gas supply (from 99.8% to 99.9%), supply deactivation at the customer’s request (from 98.1% to 100%) and re-activation after late payment (from 96.9% to 98.0%). For the electricity supply service, the activation of the electricity supply improved (from 98.7% to 99.1%), while the re-activation after late payment of electricity worsened slightly (from 99.5% to 98.4%). The standard frequency of collection of the measurement also includes the new remotely read gas service meters.