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

Safety and continuity of the electricity service

In 2018, the distribution grids operated by Inrete distributed approximately 2,246 GWh of electricity to around 259,000 users in 24 municipalities of the provinces of Bologna, Modena and Ravenna in Emilia-Romagna. In addition, the over 163,300 users served by AcegasApsAmga, to whom about 833 GWh of electricity was distributed in the municipalities of Gorizia and Trieste.

The electricity grids operated by Inrete in Emilia-Romagna are 10,370 kilometres long, 73.2% of them carry low voltage, 26.5% medium voltage, and 0.3% high voltage. 41.6% of the lines are underground, and the rest are overhead lines. In the Triveneto region AcegasApsAmga operated 2,280 kilometres of network, 65.2% of them carry low voltage, 34.6% medium voltage, and 0.2% high voltage. 69% of the lines are underground.

The continuity of electricity distribution service is regulated by ARERA provisions on the service quality of distribution, measurement and sales of electricity for the 2016-2023 regulatory period, approved by resolution 646/2015/R/eel.

That resolution also identifies the indicators to use to measure power cuts, the monitoring systems and the reference standards.

The indicators related to power cuts originating in the medium and low voltage grids express:

  • the total annual duration of long power cuts without advance notice for low voltage customers;
  • the total annual number of long and short power cuts without advance notice for low voltage customers.

For the 2016-2023 regulatory period, Inrete and AcegasApsAmga have approved the reduction of power cuts originating from the medium and low voltage grids attributable to external causes. The above indicators, therefore, are calculated inclusive of external causes. Target levels and trend levels for these indicators have been set for each area served by Inrete by ARERA’s 702/2016/R/eel resolution, applicable to this regulatory period (2016-2023). The trend levels assigned by ARERA were respected in 2016.

In 2017, resolution 605/2018 awarded Inrete a total of around Euro 857 thousand as incentives related to continuity recoveries of the electricity distribution service and issued penalties for around Euro 55 thousand. By 30 November 2019, the Italian regulatory authority will publish the results achieved by the distribution companies in 2018 which, for Inrete Distribuzione Energia, are expected to amount to incentives of around Euro 380 thousand.

AcegasApsAmga also takes part in the incentive and penalty system for continuity recoveries related to the electricity distribution service, set forth in resolution ARG/elt646/15. In 2018, based on the quantity and duration of outages without advance notice in 2017 as reference, the entitlement to two incentives for the two areas for a total of about Euro 270 thousand was obtained.

Continuity of the electricity service
  2017 2018 2017-2018 average 2018 trend
Average number of power cuts per customer in high concentration areas 1.11 1.02 1.07 1.22
Duration of power cuts (minutes) per customer in high concentration areas 11.66 13.97 12.82 28.00
Average number of power cuts per customer in medium concentration areas 2.81 1.64 2.23 2.78
Duration of power cuts (minutes) per customer in medium concentration areas 38.03 18.76 28.40 45.00
Average number of power cuts per customer in low concentration areas 5.39 3.55 4.47 5.01
Duration of power cuts (minutes) per customer in low concentration areas 66.24 34.78 50.51 68.00

The average figure applies to power cuts of the low voltage service, without advance notice and due to causes for which the operator is responsible. The power-cut duration minutes refer to power cuts that last more than 3 minutes. The 2017 trend is the objective of the indicator for 2016-2017. The trend level for the number of power cuts in low concentration areas is 4.30 for Imola-Faenza and 5.19 for Modena compared to the final values of 2.50 and 6.15.

The 2018 figure confirms the good level of continuity of the electricity distribution service and, for all the reference indicators, is below the trend and/or target levels set by ARERA.

The number of requests for connection to the distribution network operated by Inrete in 2018 showed an overall slight increase compared to 2017 of about 5.5%, despite a decrease for medium voltage requests of 37%. Input power decreased by about 17% compared to 2017.