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Hera Comm

Under the scope of energy services, Hera Group covers the entire chain: from the procurement of the raw material through the Hera Trading company to the sale to the end user through the commercial companies of the Hera Comm Group which offer ranges dedicated to each market segment.

Hera Comm is a sales company, wholly-owned by Hera S.p.A., which operates in Italy carrying out activities in various energy markets. The historical area in which it operates is between Modena and Rimini, where it is the leading operator in the protected gas market in 5 provinces and in 2 for electricity. As a free market operator, its sales operations are mainly in Emilia Romagna, Tuscany, Le Marche, Umbria, Abruzzo, Lombardy, Veneto and Friuli Venezia Giulia. It also operates in the safeguarding market in Liguria, Piedmont, the Aosta Valley, Trentino Alto Adige, Lombardy, Tuscany, Le Marche, Umbria, Lazio, Apulia, Molise and Basilicata.

The company, which has its headquarters in Imola (BO), was established in 2001 and enjoyed continuous and significant growth in the years that followed. In 2006, five years after it was established, it was in 12th place among Italian energy companies in terms of the number of customers acquired, reaching 3rd place in 2014, after only 8 years. For two consecutive years, in 2014 and 2015, it was the leading energy operator in Italy in terms of growth in the number of customers.

Today, it supplies a total of 9.9 billion cubic metres of natural gas to 2 million customers and it provides electricity to 1.3 million customers selling a total of 12.8 TWh.

Following the merger of AMGA Multiservizi S.p.A. into the Hera Group, AMGA Energia e Servizi, a company selling electricity and gas operating throughout Italy, with special reference to Friuli-Venezia Giulia, became part of Hera Comm on 1 July 2014. In April 2016, a sales agreement was concluded involving the electricity and gas sales company of the Municipality of Giulianova (TE) Julia Servizi Pių with a presence in the municipality and in the province of Teramo. Hera Comm already operates in Abruzzo and in Le Marche through the company Hera Comm Marche, 57.38% owned and specialised in the sale of natural gas.

Hera Servizi Energia, a company set up at the end of 2014 as a result of the merger between Sinergia s.r.l. of Forlė and Hera Energie s.r.l. of Bologna and controlled by Hera Comm which owns a share of 57.89%, is also part of the Hera Comm Group. Hera Servizi Energia mainly targets apartment buildings, companies and public authorities and offers energy efficiency services aimed at limiting consumption and keeping down costs and at improving environmental conditions through the reduction of pollutant emissions.

The growth in the size of the company and the Group is in line with its high standard of services. During the sales stage, the customer is guaranteed reliability and transparency through the constant control of commercial quality standards and the adoption of a self-regulatory protocol laid down by the AEEGSI (Electricity, Gas and Water Authority) through Resolution 153/2012/R/com, Annex 4. Commercial quality is overseen throughout the entire process: from the moment of the selection of the Agencies defined in the Quality Manual, to the training of energy consultants through the Sales manual and the Commercial Conduct Code (defined by the AEEGSI) until the regular checks on activities which conclude with the inspection of the authenticity and legality of the agreements signed.

After sales service is also monitored through regular investigations aimed at checking the perceived quality of the services supplied and the consequent definition of improvement measures.

The satisfaction survey for Hera Group residential customers regarding services provided in 2019** confirms an overall satisfaction score of 73 points out of 100. All the services managed scored more than 70 points, which is considered the level of quality excellence.

**2019 satisfaction survey, source: 2019 Sustainability Report

Page update 20 May 2020

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