Quality delivered

Areti plans and carries out the modernisation and expansion works on the electricity distribution network, consisting of high (HV), medium (MV) and low (LV) voltage power lines, primary and secondary substations, and systems for the remote control and measurement of energy drawn from and fed into the grid. The interventions take into account the objectives established by the national authority (ARERA), the progressive evolution of electricity applications, the increase in “prosumers”⁷⁴, new connections, etc., and aim to make the infrastructures increasingly resilient, with an adequate and enabling network configuration for future scenarios, such as widespread electric mobility and progressive electrification of consumptions.

The integrated development of the electricity grids is defined in the Master Plans for the HV, MV and LV networks, which Areti implements through construction - and also decommissioning or demolition, and consequent containment of environmental impacts, in specific areas-, transformation, modernisation, maintenance, etc. (see Table 24). The interventions carried out each year are aimed at rationalising and upgrading the networks, increasing transport capacity and margins for further use, increasing their adaptability and reducing network losses and voltage drops, improving service continuity.

In 2023, as part of the implementation of the periodically updated Resilience Plan⁷⁵, 31 km of medium voltage (MV) cable at 20 kV were upgraded and 52 secondary substation renovations were carried out to increase their resilience to the critical factor of "heat waves", and 21 secondary substation renovations were carried out to increase resilience to the critical factor “flooding”. For the LV grids, 88 km of cable began use, as part of the overall network modernisation programme, preparatory for the subsequent voltage change from 230 V to 400 V. Additionally, during the year mass drone inspections were performed covering an overhead network totalling 160 km (130 km MV and 30 km HV), to identify specific needed maintenance to perform; these inspections, which are now possible because the needed sensors can be lifted by a small drone, have replaced the ones previously performed with helicopters, with evident environmental benefits.

uring the year, remote control was expanded to additional secondary substations and reclosers, for a total of 8,890 remotely controlled MV nodes at 31 December 2023 (8,507 in 2022).

Table no. 24 – Main interventions for the management and development of electricity grids and substations (2023)

As part of the plan for the mass replacement of first generation (1G) meters with second generation (2G) meters, which improve customer awareness of consumption and reduce estimated billing, during the year Areti installed another 333,664. The total number of remote-controlled meters (1G and 2G) installed on low-voltage active users at 31 December 2023 is 1,667,138.

For the innovative projects developed by the company, for example the PlatOne project, financed by the European Horizon 2020 programme, and the RomeFlex project, launched in 2023 intended to develop a flexibility market for the electricity grid in Rome, please see the Institutions and Business chapter, specifically the paragraph on The Commitment to Research and Innovation.

Areti manages, by virtue of the Service Agreement between Acea SpA and Roma Capitale, works on the functional and artistic-monumental public lighting infrastructures, for over 205,697 lighting points located on a territory covering about 1,300 km².

The company handles the design, construction, operation, maintenance and renovation of lighting networks and installations, and plans interventions in accordance with the instructions of the local government departments and supervisory departments, which are responsible for new urban developments, redevelopment projects and cultural heritage.

In addition to the service provided to Roma Capitale, Areti also makes public and artistic lighting services available to other stakeholders (e.g. ecclesiastical bodies, hotels, etc.).

Table no. 25 – Public lighting in Rome in figures (2023)

Note: the table shows the data in GIS (geo-referenced information system) as at 31 December 2023.

Energy consumption for public lighting, which in past years saw a downward trend thanks to modernisation of systems with the installation of LED lamps, has stabilised and fell only slightly in 2023 (-2.4%); at 31 December 2023, the 213,995 LED lights installed cover 92% of the total number of lamps (see Relations with the environment; The Use of Materials, Energy and Water and the Environmental Report).

In 2023 activities continued for the development of an innovative technological solution intended for the creation of a “smart pole”, in a “smart city” perspective. In particular, device prototypes were manufactured and delivered, in the various versions, followed by testing and certification for the needed assessments preparatory to mass use.

Lighting projects in 2023 include the installation of various lighting systems to serve certain streets and green areas that lacked them and the updating of existing systems, to benefit light quality and consequent perceived safety. Additionally, during the year systems for major public works were installed (see boxes for more details).

The Regulatory Authority for Energy, Networks and the Environment (ARERA) defines, at a national level, the commercial quality standards (timing of the technical-commercial services requested by customers, such as estimates, work on connections, activation/ deactivation of the supply, response to complaints) and technical quality standards (continuity of supply) of the electricity service and it periodically reviews them, directing operators to constantly improve performance.

Commercial quality is divided into "specific" and "general" levels,⁸⁰ for the distributor (differentiated for low and medium voltage supplies) and for those of the seller (see Tables 28, 29 and 30).

Every year Acea communicates to ARERA the results achieved and includes them in the bill it sends to its customers.

The 2023 commercial and technical quality results⁸¹, relative to electricity distribution and metering, with respect to commercial quality, relative to electricity sales, as indicated in this report, represent the best possible estimate⁸² as of the date this document was prepared, and may not perfectly match that sent to ARERA as part of the annual reports. For the electricity distribution service, with respect to the “specific” levels of commercial quality average times were good and performance stable, compared to 2022, with the standards for the most widespread services met, including activations, terminations and reactivations. On the other hand, estimate time for works on the LV network worsened with respect to 2022, both in terms of average days to prepare the estimate and the percentage of compliance with the standard. In general, performance on the MV network also declined. For “general” levels in terms of responses to written complaints/requests for information, performance for LV domestic customers was essentially stable compared to 2022, with a slight decline in average days to process, more significant for non-domestic and MV customers (see table no. 28). Automatic compensation to customers⁸³ to be paid in case of non-compliance with “specific” quality levels, start from a basic amount84, which can be doubled (if the timing of the activities exceeds the standard between two and three times) or tripled (if the timing exceeds the standard by three times).

For quality aspects in terms of sales, managed by Acea Energia, based on estimated figures for 2023, a decline was seen in the “specific levels” of commercial quality for all the compliance percentages linked to the standards established by ARERA, while the compliance percentages for standards in the “general levels” of commercial quality improved or remained stable (see table no. 29). With reference to Areti’s performance related to the incentivised regulation of the duration and number of interruptions without prior notice for low-voltage users, the figures for 2023, summarised in table no. 30, indicate that in urban areas with the highest concentration of users (high and medium concentration territorial areas), continuity of service worsened with respect to the previous year. Nonetheless, positive results were seen in the periphery and rural areas in terms of duration, despite an increase in the number of interruptions.

In addition to the indicators described above, the electricity distributor is also required to comply with specific levels of service continuity with reference to medium voltage users for which automatic compensation will be paid⁸⁵ in cases where the number of interruptions during the year exceeds a defined standard.

Finally, separately for medium and low voltage users in the event of failure to comply with the maximum power restoration times, there is an additional reimbursement to be paid by the distribution company to each user that is disconnected for more than 4 or 8 hours respectively.

Table no. 28 – Main specific and general levels of commercial quality – energy distribution (2022-2023) (ARERA parameters and Areti performance – 2022: data submitted to ARERA; 2023: estimated data)

Table no. 29 – Main specific and general levels of commercial quality – energy sales (2022-2023) (ARERA parameters and Acea Energia performance – 2022 data submitted to ARERA, 2023 data not consolidated)

(*) Free market and more protected service customers with low and medium voltage supplies, and end customers of low-pressure natural gas (predominantly domestic customers and small businesses) receive an automatic compensation calculated on a base value of € 25 if standards are not met.

The symbol “/” is used when services were not requested during the year, N.A. means the data are not applicable.

Table no. 30 – Service continuity data – energy distribution (2021-2023) (ARERA parameters and Areti performance – 2021-2022: data certified by ARERA; 2023: provisional data)

(*) The yearly average number of disruptions per low voltage customer considers both lasting disruptions (> 3 minutes) as well as short disruptions (≤ 3 minutes but longer than 1 second).

Note: the three territorial areas are defined on the basis of the degree of concentration of the resident population: more than 50,000 inhabitants is defined as “high concentration”; between 5,000 and 50,000 inhabitants is defined as “medium concentration”; less than 5,000 inhabitants is defined as “low concentration”.

The Companies that manage the IIS are committed to progressively digitalising the networks, achieved through surveys, on site checks and the entry of data in geo-referenced information systems (GIS) making it possible to optimise control over and planning of projects, with percentages in excess of 90% achieved for geo-referenced networks. See the amounts found in table no. 31.

Table no. 31 – Water network areas (2023)

The networks are connected to a complex system of equipment and plants necessary for the operations of the aqueduct, treatment and sewerage services.

Each year, the Companies carry out:

• infrastructure interventions such as modernisation or strengthening of the plants, the remote control of infrastructures, the completion, extension or the drainage of pipelines and networks, to contain the losses and improve the efficiency and quality of the service provided;
• interventions and activities to improve utility management (such as installation and replacement of meters), in addition to everything concerning the relationship with customers, for which reference is made to the paragraph Customer care;
• interventions and activities to protect people and territory, aimed at ensuring the quality of the drinking water distributed and the water returned to the environment, such as the Water Safety Plans (WSPs) and laboratory controls; see the section Relations with the environment, paragraph Water segment).

For a quantification of the main interventions carried out by the companies during the year and the analytical checks on drinking water and waste water carried out independently or by Acea Infrastructure, see Table 32.

In 2023, Acea Ato 2 continued the development of all interventions in collaboration with Acea Infrastructure, intended to secure and modernise the Peschiera aqueduct system, essential strategic infrastructure: to ensure greater resilience of the procurement and supply system managed. The design/authorisation stage was completed for the 4 sub-projects⁹² relating to hydraulic works, identified in 2021, which will also be carried out using financing obtained through the NRRP⁹³. As regards the main intervention, the “New Upper Section of the Peschiera Aqueduct”, which will also be carried out thanks to financing of € 700 million established by the 2023 Budget Law (Italian Law no. 197/22), the authorisation procedure continued in 2023⁹⁴.

Among the projects implemented during the year, Acea Ato 2 installed 154 hydro valves to optimise operating pressure in distribution networks and reclaimed around 68 km of water network; it completed the installation of important major supply systems able to increase the resilience of complex municipal systems, particularly with reference to the Acquedotto Marcio – Acquedotto Simbrivio interconnections of Albano Laziale and Serbatoio Galilei – Serbatoio Montanucci in Civitavecchia; to increase the water available in municipalities managed, it completed new drinking water plants or improved/expanded existing ones, in the municipalities of Ariccia, Allumiere, Rignano Flaminio, Manziana and Velletri. Finally, the programme to install flow-limiting devices on rural utilities to limit non-drinking consumption is still in place.

In 2023, under the NRRP, Acea Ato 5 received financing for its investments in purification and sewers⁹⁵ for projects that will be completed by 2026. The Company also participated in the tender for Development and Cohesion (CIS) funds for projects to reduce water leaks, including digitalisation and monitoring of networks utilising NRRP resources. It was classified as eligible but not financed due to a lack of funds. Nonetheless, when additional resources were obtained, in December 2023, following a proposal submitted by Acea Ato 5, the Technical Operational Secretariat confirmed the need to finance the proposed projects and sent the relevant Ministry the update to the procedural schedule.

Table no. 32 – Main interventions on the drinking water and sewerage networks and controls on drinking water and wastewater (2023)

Acea Ato 2's aqueducts and supply network are equipped with remote-control systems: meters and sensors connected to the field equipment provide the central system with useful information on the condition of the network and its operation (system set-up, pump and valve status, hydraulic, chemical, physical and energy measurements), highlighting any alarms and offering the possibility of remote operation, such as turning pumps on or off, opening, closing or adjusting valves. Rome's particularly complex distribution network is fed by water centres, where remote control has been implemented extensively. The water centres and points on the network which are partially or fully remote controlled saw a further increase: at the end of 2023 the following were remote controlled: 1,291 systems on the collection and distribution network (in springs, wells, aqueducts, major supply systems, water centres, drinking water plants) and additional 2,327 remote controls along the distribution network (1,547 districting points, 148 water kiosks and 632 network pressure sensor points). Of these, 541 are equipped with water quality measurement systems (turbidity, residual chlorine, etc.) For thethe sewage system the progressive remote control of the entire sector is very advanced which intervenes on both central systems and plants (large and small treatment plants and sewage lifting plants): the main treatment plants are already remotely controlled through on-site rooms and further work to upgrade the technology and connect them to the central room is in progress.

Additionally, during 2023, Acea Ato 2 developed a pilot sewer districting project in the Municipality of Fiano Romano, making it possible to implement a procedure to identify and reduce the amount of parasites in the sewer network.

This method was be applied to municipalities along Bracciano Lake starting in September 2023, which have sewer networks connected to the collector skirting the lake and, through this, the CoBIS TREATMENT PLANT. Monitoring of sewage networks through the creation of districts and management of these using the WMS platform makes it possible to increase understanding of how the networks function and, consequently, optimise them, with the aim of identifying and reducing the impact of parasites in the sewage network.

The water sites managed by Acea Ato 5 - including supply sources, distribution plants, sewage lifting stations and purification plants - are partly equipped with remote control, which makes telemetry, remote command and control possible, as well as the detection of hydraulic (water flow rate, network pressure, tank level, operating status of electric pumps), electrical and qualitative (turbidity and residual chlorine) parameters. At the end of 2023, there were 457 systems with a remote control system installed (equipped with flow rates, pressure and levels hydraulic measurements, with 16 systems also equipped with water quality control and 153 network points with continuous pressure or flow monitoring systems).

The plants managed by Gori, relating to the drinking water, sewage and purification systems, are all already equipped with remote-control systems; there are a total of 677 plants (269 water sites and 203 water network nodes, 195 sewage sites and 10 purification sites), at which telemetry, remote command and control activities, as well as the detection of hydraulic parameters, are carried out. A local control system provides automated management⁹⁶ of electric pumps and valves, according to a logic of energy efficiency and saving of water resources; in the largest reservoirs, outflow control valves are installed and remotely controlled, for dynamic adjustment of the quantity of resource supplied, based on different water availability scenarios. The application of IoT technologies in nodes of the water and sewerage networks where electricity is absent also allows essential network parameters (pressures and flows) to be monitored.

Gesesa has moved forward in recent years with the installation of the remote control system in the sites it manages; in 2023, this was suspended⁹⁷ and extraordinary maintenance was carried out on the sites.

AdF extended remote control to another 118 sites in 2023, mainly in water network control rooms and sewage pumping stations; constant monitoring of the networks (district flow measurements and control valves) and of the small reservoirs makes it possible to reduce inefficiency while also optimising management. The automatic instruments installed on the pumping systems of the sewage lifts also facilitate predictive maintenance, frequency analysis of alarms, and the status of priority process meters for management and budgetary purposes. Work continued in 2023 year to implement automatic regulation of the network, depending on pressure conditions, and tests on battery-powered pressure and flow rate sensors with NB-IoT technology. As at 31 December 2023, there were a total of 1,164 remote-control sites managed by AdF, relating to the drinking water, sewage and purification systems, including plants and manholes (of which 519 aqueduct sites and 254 water network nodes, 276 sewage sites and 115 purification sites).

The issue of limiting losses on distribution networks is carefully monitored by all Group companies, which are committed to the sustainable management of the water cycle; to this end, organisational structures dedicated to protecting the resource have been set up. The companies carry out districtisation, inspection and reclamation of the networks, installation of automatic valves and other pressure control instruments, verification and calibration of meters, identification of abnormal consumption and implement interventions to counter illicit connections and improper use of the resource. The specific activities undertaken in 2023 by each company are illustrated in the dedicated chapter Water Segment in the section Relations with the environment, to which reference should be made.

The companies continued in 2023 with the installation of new meters and the replacement of old ones (see figures in Table 32).

Acea Ato 2, as part of its mass replacement of meters, continued activities to support progressive remote reading of water meters, thanks to the installation of specific devices; in 2023, it installed around 4,600 devices, reaching a total of around 38,400 remote reading devices. The Company also plans to introduce specific solutions according to different requirements, with the installation of “Add-On” devices mainly on the large sizes, whereas for lower sizes (for example pipes with diameter DN15), it is implementing the design and development of an “integrated smart meter” remote reading device with innovative and advanced Note-IoT technology for the water service, which is expected to provide benefits in terms of remote management and optimisation of quality, quantity and security of data.

AdF continued to implement remote meter reading in its territory, also installing meters with Note-IoT transmission technology, making it possible to increase reading and data collection frequency; in 2023 it installed around 29,000 meters for remote reading, achieving 70% coverage of the entire fleet of meters. AdF also has a platform for analysing, checking and monitoring data from remote reading, which, by also integrating data collected from fixed and mobile concentrators, allows greater control of the flows supplied and network balance

The continuity of the water supply is a fundamental service parameter for customer satisfaction, which is subject to regulation by the ARERA. Table no. 33 shows the data of the last three years relating to disruptions and water reductions, urgent (due to accidental breakdowns of pipelines or plants, energy interruption, etc.) or planned, for the Companies in question.

Table no. 33 – Number, type and duration of disruptions in the supply of water (2021-2023)

(*) The 2021 figures for Acea Ato 2 have been consolidated; the figures for the 2020- 2021 two-year period for AdF, net of the item suspensions lasting > 24hrs, have been adjusted excluding the disruptions lasting over one hour, in line with what was reported to ARERA. The 2022 figures for AdF were adjusted following validation by the Tuscan Water Authority. Finally, the 2023 figures for Acea Ato 2 and AdF are preliminary and being consolidated. Any adjustments, after data consolidation, will be reported in the next reporting cycle.

(**) As envisaged by ARERA, total disruptions include shutdowns (due to damage to pipes/pipelines and network changes) and interruptions due to disruptions and system anomalies. The number of total out of service cases is therefore used for the calculation.

The quality of the drinking water distributed safeguards aspects related to the health and safety of the community and the resource returned to the receiving water bodies has impacts on safeguarding ecosystems. Consequently, all the Companies independently carry out controls on drinking and wastewater using internal laboratories or with the support of Acea Infrastructure (see Table 32).

In particular, tests on water intended for consumption are carried out on samples collected from springs and wells, supply plants, reservoirs and along distribution networks, as well as samples collected for extraordinary testing and specific parameters. Test frequency and sampling points are defined taking into consideration the volumes of water distributed, population served, network and infrastructure conditions and specific characteristics of local springs (see also Environmental relations).

All the Water Operations Companies in the Group have started preparations or begun to implement Water Safety Plans (WSPs), aimed at preventing and reducing the risks inherent to the drinking water service; the activities in question, conducted in 2023, are illustrated in the Water Area chapter in the "Relations with the Environment" section, to which reference should be made.

As regards the territory managed by Acea Ato 2, the spring water collected to supply the Rome and Fiumicino area presents levels of excellent quality at the source, while in the Castelli Romani area and other areas of upper Lazio, the volcanic nature of the terrain adds mineral elements to the aquifer such as fluorine, arsenic and vanadium, in concentrations exceeding those envisaged by the law. Every year, Acea Ato 2 implements projects to overcome these issues, such as by decommissioning some local sources of supply and replacing them with higher quality springs. In particular, in 2023, Acea Ato 2 built new drinking water plants or upgraded/expanded existing plants in the municipalities of Ariccia, Allumiere, Rignano Flaminio and Manziana, in which these activities had begun the previous year, and in Velletri. It also began projects to create aqueduct connections between the two Simbrivio aqueducts and research for extraordinary maintenance projects to extend infrastructure life and improve the service provided.

Thanks to the water supply source quality monitoring project using on-line tools, begun in 2021, AdF controls around 75% of water taken from the environment. The project involved the installation of the instruments, the acquisition of the remote-control signals and the preparation of the relative control/reporting dashboards, through which it is possible to integrate the qualitative data collected with quantitative information and with the meteorological and hydrogeological information made available online by the related regional services, updated on a daily basis. The installation of online measurement systems and the uptake of remote control makes it possible to continuously monitor the quality of the water and activate early warning systems as provided for in the guidelines of new regulations on the safety of drinking water.

Gori distributes quality water, collected from deep wells. The qualitative characteristics of the water are verified by the internal “Francesco Scognamiglio” laboratory, located in Pomigliano d’Arco, which uses cutting-edge instruments, including a spectrometer capable of determining all the metals indicated by the regulations in force on drinking water.

Gesesa participates in the technical round table, together with relevant institutions, dedicated to the monitoring and characterisation of the groundwater resource that, through the Campo Mazzoni and Pezzapiana wells, supplies the city of Benevento. The Company moved forward with the project to achieve an activated carbon filtering system to treat drinking water serving the Benevento water plant; during the year, two wells were decommissioned, located in the municipalities of Forchia and Ponte, in which a significant increase in the concentration of tetrachloroethylene had been detected.

In 2023, 199 water kiosks were active (148 for Acea Ato 2, of which 43 in Rome and 105 in the province, 20 for Gori and 31 for AdF), 34 more than in 2022. These dispense chilled natural or sparking water, free or for a minimal cost, and are installed throughout the territory, available to citizens and tourists. The water distributed is the same as the aqueducts and the quality is certified by regular checks conducted by the companies and the relevant local health authorities. The initiative has been positively received and in 2023 the water kiosks disbursed a total of around 47.2 million litres of water (around 40.5 million litres for Acea Ato 2 water kiosks, around 4.0 million litres for Gori and around 2.7 million litres for AdF), 22% more than in 2022, with sparkling water accounting for around 57%. Litres disbursed during the year are equivalent to 944 tonnes of plastic saved (equivalent to around 31.5 million 1.5 litre bottles) and over 2,500 tonnes of CO₂ not emitted into the atmosphere (around 25% more than the 2022 figure, equal to 2,000 t of CO₂ avoided), due to non-production of bottles⁹⁸ and net of emissions due to the energy consumed by the kiosks⁹⁹ and the additional CO₂ utilised to make sparkling water.

Acea Ato 2 is also responsible for water up to the “point of supply” for the drinking water fountains in Rome (so-called . The Waidy Wow app, designed by a team in the Acea Group, makes it possible to identify the water supply points located throughout the territory, not only in the areas served by the Group companies, but across Italy, with over 50,000 water points mapped. The application is designed and developed to create a community, to improve the lifestyle of the people who use it, and to promote values and habits formed with respect for the environment. It led to communication initiatives that disseminate the culture of water and the beauty of the territory: indeed, one feature makes it possible to identify personalised routes by following the “water ways” (drinking fountains, fountains, water kiosks) or to access pre-set thematic routes and related multimedia content.

The Regulatory Authority for Energy Networks and Environment (ARERA) defines the specific and general levels of contractual quality for the water sector¹⁰¹. In 2019, the Authority outlined¹⁰² an incentive system made up of bonuses and penalties to assign, starting in 2022, based on operator performance and the two-year period from 2020-2021 was the first considered when applying the incentive mechanism for the contractual quality of the integrated water service; the Authority ended the proceedings¹⁰³ in October 2023, publishing the results (see the box: Interventions by Sector Authorities with respect to Acea: reviews, bonuses and penalties in the chapter on Institutions and the company). Additionally, with resolution 639/2021, in order to support the improvement process already begun in the sector and mitigate the effects of possible interruptions due to the end of the Covid-19 state of emergency, ARERA extended the flexible elements of the performance assessment mechanisms already established, including cumulative evaluation on a biennial basis (2022 – 2023) for quality objectives.

While the introduction of the new incentive system for contractual quality did not include the possibility, initial applied¹⁰⁴, to access bonuses in the case quality standards were achieved exceeding those defined at the national level, certain companies, including Acea Ato 2, nonetheless maintained the improvement levels¹⁰⁵ for contractual quality standards. In particular, for Acea Ato 2, the improvement standards involve 39 indicators out of 47 established in the resolution. For some services envisaged in the Service Charters attached to their respective concession agreements, Acea Ato 5 and AdF also pursue and have maintained standards that are better than those imposed by the Authority.

The timing of the delivery of data on specific and general contractual quality levels to the Authority shall be subsequent to the publication of this document. Therefore, unconsolidated data for all companies are presented here, based on the best estimates available at the time of publication, and are intended as indicative of performance trends; consolidated data will be published in the next reporting cycle (see Tables 34-38).

There is a mechanism for automatic compensation of customers in the event of non-standard performance on "specific" indicators, the value of which varies according to the delay in performance (see also the box describing investigations, rewards and penalties in the chapter Institutions and the Company).

The water companies, as required by the Authority, communicate commercial performance data to users in their bills once a year: Acea Ato 2, Acea Ato 5, AdF and Gori also publish them online, and all publish information on the quality of the drinking water distributed on their websites.

Finally, note that in resolution 637, issued at the end of December 2023, the Authority updated data collection and the application of the incentive mechanism for water service quality (both technical and contractual). Among the expected changes, as from 2024 quality objectives will be evaluated in a stable manner, and bonus and penalty factors will be applied cumulatively on a biennial basis based on the level achieved (at the end of odd years). Additionally, a ceiling will be established for bonuses, equal to 15% operator’s guaranteed revenue constraint (GRC). The same resolution also amended, in compliance with the new regulations on drinking water (Italian Legislative Decree 18/2023), the information to be made available to users on the operators’ websites, with direct access on the homepage and from the link found on the bill

Table no. 34 – The main specific and general levels of contractual quality in the water sector (2022-2023) – Acea Ato 2 (ARERA parameters, improvement standards and Acea Ato 2 performance – 2022 data are consolidated, 2023 data are not consolidated)

Note: 2023 figures are estimated and not consolidated; the symbol “/” is used when there were no services during the year.

Table no. 35 – The main specific and general levels of contractual quality in the water sector (2022-2023) – Acea Ato 5 (ARERA parameters, improvement standards from the Service Charter, and Acea Ato 5 performance – 2022 data are consolidated, 2023 data are not consolidated)

Note: 2023 figures are estimated and not consolidated; the symbol “/” is used when there were no services during the year.

Table no. 36 – The main specific and general levels of contractual quality in the water sector (2022-2023) – Gori (ARERA parameters and Gori performance - 2022 data are consolidated, 2023 data are not consolidated)

Note: 2023 figures are estimated and not consolidated; the symbol “/” is used when there were no services during the year

Table no. 37 – Main specific and general levels of contractual quality in the water sector (2022-2023) – Gesesa (ARERA parameters and Gesesa performance – 2022 data are consolidated, 2023 data are not consolidated)

Note: 2023 figures are estimated and not consolidated; the symbol “/” is used when there were no services during the year

Table no. 38 – The main specific and general levels of contractual quality in the water sector (2022-2023) – AdF (ARERA parameters, improvement standards from the Service Charter, and AdF performance – 2022 data are consolidated, 2023 data are not consolidated)

Note: 2023 figures are estimated and not consolidated; the symbol “/” is used when there were no services during the year