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

Service quality

Electricity and gas

The regulation of quality divides the standards to be met into “general” and “specific”: failure to meet the latter due to causes attributable to the Distributor requires the payment of indemnities to customers or to the sales company requiring technical data from the distributor, which may vary depending on the type of supply (low or medium voltage for electricity, the meter category for gas), the delay in executing the service and the times required for compensation. Automatic compensation varies from Euro 30 to Euro 140 based on the type of supply, and can increase based on the delay in the provision of the service or the fulfilment times.

The specific quality standards for the distribution service include, in particular, the time limits for executing works, activating supply, and the failure to comply with the punctuality bracket for appointments scheduled with customers (resolution 574/2013/R/Gas and 646/2015/R/Eel).

Water and waste management

When managing the integrated water service and the municipal waste management service, the operator is committed to complying with specific minimum quality standards set forth in the Service Charter. This document is drawn up on the basis of a template prepared by the Water and Waste Regulatory Authorities and annexed to the signed agreements.

ARERA’s resolution 655/2015 has governed the contractual quality of the water service since 1 July 2016, defining minimum service levels that operators must respect for activities related to the requests of users, emergency services, invoicing, access to branch offices and to the call centre and the management of complaints. The resolution also introduced the payment of an automatic indemnity of Euro 30 to be paid if the operator fails to comply with the specific quality standards.

It also allowed operators to access incentives for their commitment to pursue quality levels that improve on the minimum levels required by said resolution 655/2015. Hera Spa achieved the incentive for the Bologna and Modena areas, applying the improved levels set by Atersir for 32 standards. The most significant standards include: the execution time for contract transfers (improved from 5 to 3 days), the time to provide quotes for works involving inspections (improved from 20 to 12 days) and the time for meter checks (improved from 10 to 7 days).

For the Ferrara, Ravenna, Forlì-Cesena and Rimini areas, pending access to the same incentives provided for Bologna and Modena, branch offices are already open to customers on Saturday mornings, as an added convenience for users. The requirements of the contractual quality objectives shall also be adequately monitored and reported to the national Regulator, to Atersir and to users by publishing them in the bills. The service charters were published with the update of resolution 655/2015.

The waste management Service Charter is in force in the Ferrara, Padua and Trieste areas.

District heating service

In 2008, and on a voluntary basis, Hera began monitoring the quality of the “key services” and automatically paid compensation to customers if it had not fulfilled the commitments set forth in its “District heating service quality charter” in force in Hera’s service area. Automatic compensation ranges from Euro 35 to Euro 140 depending on the customer’s system and is paid if standards are not met, such as the time required to activate and terminate the supply, and reactivate it after having been disconnected due to late payment.

Compliance with quality standards
% 2016 2017 2018 Number of services provided (2018)
Gas 99.9% 99.9% 99.7% 2,912,811
Electricity 98.6% 97.7% 98.6% 62,979
Integrated water service 98.9% 98.2% 97.7% 222,768
District heating 98.9% 97.8% 96.0% 1,344
Total 99.8% 99.7% 99.6% 3,199,902

Includes the services for which customers must be automatically compensated if the company does not comply with the standard. The data on sales quality standards do not include Estenergy and AcegasAps Service.

Overall, the figures are in line with 2017: in 2017, 99.6% of cases, the Group provided the service requested by the customer within the timeframes set by ARERA, the Italian Regulatory Authority for Energy, Networks and the Environment. This percentage has increased, on a like-for-like basis, from 95.8% in 2008 to 99.6% in 2018. Quality standards are close to full compliance (99.8%) for the gas services of Hera and Marche Multiservizi (99.9%).

Compliance with specific gas and electricity quality standards
% 2016 2017 2018 Number of services provided (2018)
Gas sales 97.4% 92.7% 99.1% 16,997
Gas distribution (final customers and sales companies) 99.9% 99.9% 98.5% 2,895,814
Gas total 99.9% 99.9% 99.7% 2,912,811
Electricity sales 97.6% 95.6% 99.0% 16,128
Electricity distribution (final customers and sales companies) 98.8% 98.2% 99.7% 46,851
Electricity total 98.6% 97.7% 98.6% 62,979
Total 99.8% 99.8% 99.7% 2,975,790
Of which gas and electricity distribution 99.9% 99.9% 99.7% 2,942,665

Includes the services for which customers must be automatically compensated if the company does not comply with the standard. The data relating to the sales quality standards do not include Estenergy and AcegasAps Service.

In almost all cases, the individual services consolidated their good results compared with the times recorded in 2017. In particular, this year there was a consolidation of the massive service relating to the frequency of collection of meter readings for invoicing, where the 99.9% of last year was confirmed while the activation of the supply for gas (from 99.8% to 99.9%) was confirmed as being of high quality. For the electricity supply service, the activation of the electricity supply improved (from 99.1% to 99.3%), and that for the deactivation of the supply (requested by the customer to its salesperson), which increased from 98.6% to 99.5% while the re-activation after late payment of electricity worsened slightly (from 98.4% to 98.3%). The standard measurement collection frequency also includes the new remotely-read meters of the gas service.

For the water service, the high standard of the service with the highest number of appointments is confirmed: the punctuality bands for appointments are confirmed at 99.5% (was 99.6% in 2017).