99.6%
compliance with quality standards
set by the Authority for four services
9.6
minutes average waiting time
at help desks and chance to book
an appointment with an operator
399
thousand analyses
carried out on Group drinking water,
1,100 per day, of which 63% on the
distribution network

Cost of services

Hera manages service concessions and free market services. For the service concessions (integrated water service, municipal waste, distribution of gas and electricity), the tariffs applied by Hera are regulated by the regulatory authorities (ARERA and the local municipal waste authorities), while for free market services (waste disposal, sales of gas and electricity), the tariffs are freely determined. On a quarterly basis, ARERA defines and updates the prices for the sales tariffs to customers that have not subscribed to a free market electricity service option and for residential gas customers that are under protective economic conditions.