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 2018, 19,262 visitors accessed the web, for a total of 51,698 page views: these figures show a strong growth in traffic, with a 70% increase in page views 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 2018, 855 cases were managed through this channel (797 in 2017), 77.4% of which were solved successfully; average resolution time was 1.3 days.
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 2018. A total of 14 meetings were held on topics in which the associations showed particular interest or in relation to which they requested clarifications and further details: specifically, updates on the Water leak fund and on Integrated Water Service tariffs, the performance of the customer protection system (Joint Conciliation, Energy Service Conciliation, Consumer Branch Office) and focus on the quantity-based tariff regarding the Ferrara area only.