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

The costs of Hera’s services for an average customer (constant consumption)

The costs of Hera’s services for an average customer (constant consumption)
Euro 2017 2018 Ch. 2018/2017 Ch. % 2018/2017
Gas 946.59 1,000.84 54.25 5.7%
Electricity 515.41 545.10 29.69 5.8%
Water service 282.89 278.24 -4.65 -1,6%
Waste 241.78 237.87 -3.91 -1,6%
Total 1,986.67 2,062.05

75.38

3.8%
of which attributed to Hera 781.95 784.54 2.56 0.3%
of which attributed to raw materials and generation 559.29 623.98 64.69 11.6%
of which duties, taxes, system charges and other charges 645.40 653.53 8.13 1.3%

Bill of a residential customer with an annual consumption of 1,200 m3 of gas, 2,700 kWh of electricity, 130 m3 of water and for a family of 3 people in a house of 80 m2 for waste disposal. For the other conditions considered, see the following pages.