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

Litigation with customers

At the close of 2018, there were 483 disputes pending with customers (204 of which initiated during the year) mainly on application of the tariffs applied to the services provided and the recovery of payments. Of these 204 disputes, 154 concern the gas, electricity and district heating service, 32 the water service and 17 the waste management service. The remainder of the dispute is pending against a customer in relation to the supply of energy associated with the management and modernization of a co-generation plant. The disputes with customers mainly concern the energy sector, and in particular objections to the protective system to which customers are assigned by the competent distributor, to invoicing, and complaints requesting reactivation of electricity or gas supplies that had been disconnected due to the customer paying late. In the water sector, instead, disputes mainly regards customers objecting to injunctions.

During 2018, 210 disputes were settled.