Management systems

A system of internal rules govern all the Group's operating processes, in general and in specific management areas. The Holding Company carries out its management and coordination activities via its internal regulatory system, guaranteeing autonomy and accountability to the Group Companies
The regulatory system comprises the following hierarchical levels:

• ethical principles, codes and regulations: these set the corporate governance rules, ethical principles, rules of good conduct, regulations and values that Group companies and different stakeholders must adhere to;
• Group guidelines: these identify the principles of conduct and control and the best practices to be adopted for the macro-processes of governance and compliance and for operating the business process model; the Parent Company uses these processes to direct, coordinate and control the Group Companies;
• operating procedures and instructions: they govern how a process is carried out operationally, by identifying roles, information flows and responsibilities, and are particularised through instructions

The Integrated Certification Systems Unit within the Risk & Compliance Function of the Parent Company defines the methods and standards of reference for the implementation of QESE (Quality, Environment, Safety and Energy) certified management systems, as well as for further certifications and accreditations of interest to the Group, and operates in synergy with the same Units of the Operating Companies. These Units collaborate with the Energy Manager for the development and management of the Energy Management System and with the Head of the Prevention and Protection Service (RSPP) and the emergency coordinator for the Workplace Health and Safety Management System. The management of health, safety and environmental emergencies is handled by means of a specific procedure.
The Energy manager, in the parent company and in the operating companies, and of the Mobility manager have consolidated roles in responding to requests, including regulatory demands, for the optimal management of internal energy use and staff mobility. Their tasks include detecting systemic efficiencies and savings that can produce positive external outcomes, such as the reduction of consumption and greenhouse gas emissions, optimisation of workers' routes and travel times, with positive impacts also on road safety and urban traffic. The parent company's energy manager coordinates the companies' energy managers and is responsible for promoting energy efficiency, reducing consumption and impacts and optimising the Group's energy spending.

The management systems constitute a second-level tier of the risk management internal control system. The results of the annual verifications carried out by the auditors are also examined by the control bodies.
In 2023 Acea SpA obtained ISO 37001:2016 Anti-Corruption Management System certification and attestation of compliance with the ISO 10004 Customer Satisfaction Guidelines for the definition and implementation of processes to monitor and measure customer satisfaction, based on the sampling of activities carried out for some Group Companies.

Chart no. 17 – The certified integrated management system

In 2023, the main operating companies present in the scope of reporting adopted certified management systems (see table No. 17). In particular, of the 20 main operating companies, which represent the biggest ESG impacts of the Group, 100% have quality certification; 85% have environmental certification (100% of companies in the Environment sector and 80% in the Water sector); 95% have safety certification; 40% have a certified energy management system (100% of the energy-intensive companies). The Acea Ambiente plants in Terni and San Vittore del Lazio, the Orvieto Ambiente plant, the Acque Industriali site in Pagnana (Empoli), the Berg company plant and the Deco sites are EMAS-registered.

Table no. 14 – Certified management systems in the Acea Group (as at 31.12.2022)

The companies with certified management systems carry out an annual Management Review to assess the effectiveness of the systems, propose possible improvements and verify the progress of activities. On these occasions, in the presence of Top Management and the first line of managers of the Companies in question, the results of the auditors’ annual checks are shared, covering elements such as: policy; context analysis and materiality analysis at Group level; Group sustainability targets and their monitoring; risk assessment; process performance; significant environmental and energy aspects; changes in legal requirements and those relating to occupational health and safety and environment and energy; supplier performance; customer satisfaction levels; complaints analysis; accidents and injuries. The results of the review for 2023, finding no criticalities, confirmed the adequacy and efficiency of the management Systems.
In line with the current Management Systems and Sustainability Policies, Acea monitors the objectives required by the Management system in an integrated manner with the objectives of the 2020- 2024 Sustainability Plan approved by the Board of Directors.