Customer care

CUSTOMER CARE POLICY

Looking after customer relations forms the basis of the strategy of Acea, which intends to improve the “customer journey”, the experience customers have when they come into contact with the Group. The operating companies pursue this objective in their daily management of interactions with customers, while at the Parent Company the Customer Listening Unit ensures the monitoring and measurement of customer satisfaction with services provided, to support the companies with finding possible improvement actions. In 2022 the customer satisfaction surveys consolidated and upgraded reporting on the experience on the digital channels (see paragraph Perceived quality).
In addition, the Customer Listening Unit, in conjunction with the operating companies and through a market research company, carries out mystery client surveys to monitor the quality of customer contact channels: in 2022, the check on the “video call” channel was also rolled out to AdF. The results are shared with Service Managers and contact operators and facilitate the identification of areas for improvement in each contact channel to take any necessary corrective measures.

Through the unit ADR Body - Consumer Associations Coordination Unit within the Parent Company, Acea monitors how requests made by Consumer Associations are handled. The Unit of the Holding has maintained constant relations with the main Consumer Associations to gather requests from local communities and continued to raise awareness for the use of exclusively dedicated digital and telephone channels, which are managed by the Companies to respond adequately to the new needs emerged since the beginning of the pandemic.

The Consumer Associations recognised by the National Consumer and User Council (CNCU) also support and represent customers who intend to resort to a joint settlement procedure for the out-of-court settlement of commercial disputes, used by Acea. Following the Memorandum of Understanding for ADR (Alternative Dispute Resolution) conciliation signed by 19 consumer associations and the main Group companies⁹⁶, the ADR body⁹⁷ was set up, which allows customers of Acea Energia, Areti, Acea Ato 2, Acea Ato 5 and Gesesa to access out-of-court dispute resolution through the ADR procedure. With a view to continuous improvement, in 2022 a process of surveys launched in the previous year was consolidated with the aim of measuring customer satisfaction in relation to such activities. In 2022, the Body received a total of 356 requests for procedures – 135 for the water sector and 221 for the energy sector – an increase of 3.2% compared to the previous year (345 requests in 2021). Of these, in accordance with the law and the Regulation, 235 were assessed as proceeding and 121 as not proceeding.

Gori, which has long signed a Memorandum of Understanding for the conciliation of disputes with local consumer associations, also handled 91 conciliation requests in 2022 and concluded 119 ARERA conciliation requests.
AdF has a relationship of constant collaboration and comparison with the Consumer Associations active in the territory; in 2022 it ensured direct channels of contact with the representatives of the local associations, in order to limit disputes and facilitate their settlement, through open and constructive dialogue. 

The judicial disputes that took place during the year between Acea and the customers is explained in the dedicated box.

Acea Energia has defined and applies specific procedures, depending on the channel used, to combat “disputed activations/contracts” and “unsolicited supplies”⁹⁸.
For customers of the free market, in the event of a contract proposal signed using door-to-door sales or by telephone, the Company carries out procedures to verify the correct behaviour of the sales operator, the clear presentation of the content of the contract signed, and, above all, the customer’s awareness of having made a choice by means of a confirmation call aimed at limiting the risk of misunderstanding and belated exercise of the right of withdrawal. Acea Energia checks the completeness and absence of alterations of all printed contracts and listens to all the telephone records produced by the sales reps. In the event of issues being detected, the IT systems prevent continuation of activation of the offer.
For the digital sales channel, in use at the physical channel shop in shop, in 2022 the digital acceptance process was introduced to replace the process with a biographometric signature via tablets and an App external to the Acea Energia systems. The new process is implemented by preparing the contract directly on the CRM of Acea Energia and providing customers with all the contractual and precontractual elements to affix their electronic signature, through the receipt of a one-time password (OTP) directly to their mobile phone.
For the telemarketing channel, in 2022, the “Adobe Sign” digital sales process went live, nearly entirely replacing the more complicated traditional method. The new process only has one vocal order (not of a contractual nature but to reinforce privacy and quality checks) with an electronic signature also based on a one-time password (OTP). With the digital process, the customer contacted, who has expressed interest in receiving a contract proposal, can receive in advance, at his/her e-mail address, all the precontractual and contractual material in digital format and proceed only later, if desired, with the digital signature of the contract, by entering the OTP received via SMS on the mobile phone number indicated. Signing of the contract by digital signature is the only method envisaged for acceptance of the proposal and this reduces the risk of persuasive phenomena induced by the sales network.
With the 2022 Agency Mandates, which govern the relation with the network of sales agents, Acea Energia confirmed the application of a specific annex (“Penalties”) which regulates the sanctioning process of the Agencies, providing for a broad, articulated and scalable range of violations and related amounts to be paid according to valid principles of proportionality. In this context, in 2022 Acea Energia analysed 940 contract proposals (subject to “unfair commercial practice”), identified through customer complaints or reports or through quality controls carried out internally by the Company, for cases of “disputed activations/contracts”, “unsolicited supplies”, “malpractice” or other violations provided for in the “Penalties” annex. As a result of the verification activities, Acea Energia reported to the Agencies 827 cases of “unfair commercial practices”, nearly 88% of the cases analysed. As is customary, in 2022 the Company again carried out a mandatory training programme for sales representatives (see the Suppliers chapter) and maintained, in the aforementioned agreements, bonus/malus mechanisms related to the quality of the contracts acquired.

Additionally, in 2022 Acea Energia continued the process, already undertaken and in continuous evolution, intended to improve the usability and functionality of the digital channels available to customers, through digitalisation and simplification, to provide services that are more and more focused on the needs of customers. This includes a project launched during the year to update and simplify the MyAcea Energia app. The commercial and communication strategy was also strengthened, highlighting aspects of sustainability, through commercial offers and value-added services that contribute to protecting the environment.

This strategy is also found in the partnership with WINDTRE, which, since 2021, has seen the creation of a shared brand: WINDTRE Electricity&Gas Powered by Acea Energia with a portfolio of sustainable offers. With the new brand, highly innovative for its configuration, Acea Energia has introduced a model of collaboration that enhances the commercial potential of the WINDTRE brand and the strength of Acea Energia in the management of the Electricity & Gas service, with the aim of proposing to customers offers marked by transparency, reliability and proximity, thanks to its widespread national presence in 2022.
Acea Energia communication in 2022 prioritised the proximity to customers and their central role. For this purpose, the communication campaigns, mainly carried out through the digital channel, aimed to educate and raise customer awareness, while promoting virtuous behaviour, digital services, electric mobility, value-added and environmentally sustainable products such as latest generation air conditioners and boilers. Communication focused on regions with high potential, with the aim of promoting the knowledge of the brand, the values and the company assets. The digital and innovative positioning achieved was therefore enhanced thanks to the MyAcea Energia app, which allows for self-management of accounts, and the Acea e-mobility app, which allows customers to charge their electric vehicle easily. The recognition expressed by the Financial Times and Statista also deserves a special mention, with Acea Energia, representing the Acea Group, included in “Europe’s Climate Leaders 2022”, namely among the 400 leading companies in Europe in the fight against climate change.

In 2022 the “green” energy sold⁹⁹ by Acea to customers on the free market, estimated at 2,536 GWh, continued to increase, by over 15% compared to the volumes consolidated in 2021 (2,196 GWh).

The share of this item out of the total energy sold in the year to free market customers (around 5,986 GWh, see also Environmental Accounts) reached 42% (36% on the 2021 consolidated figures).

In January 2022, Acea Energia launched the third edition of the loyalty programme Acea con Te with multiple new changes and a strong focus on sustainability:

• the section sustainable awards in the catalogue and in the “Emozioni da Prima Fila” [Front Row Excitement] competitions was expanded;
• “Green Lovers” was launched, an ongoing section in the reserved area dedicated to engagement and edutainment initiatives focused on sustainability;
• engagement initiatives were carried out, such as surveys on energy efficiency and reducing consumption;
• a competition was created with prizes up for grabs to support house- holds in their daily spending (economic sustainability).

Thanks to the improvement in the health emergency, the in-person events of the “Emozioni da Prima Fila” [Front Row Excitement] competition resumed, with prizes such as e-bike tours, visits to the beehive, and trekking in Monte Terminillo. The partnership with Gambero Rosso also continued through a co-marketing agreement to convey a sustainable food and wine culture to those enrolled in the programme. Subscribers can take advantage of ad hoc events on the Gambero Rosso Academy training platform, plus win prizes and follow specific events in the wine, travel and food sectors, while enjoying dedicated discounts.

Water companies have also stepped up communication initiatives aimed at customers. On World Water Day, the Acea Group confirmed its commitment by launching a national campaign to raise awareness about saving water, in which Acea Ato 2 took part. In line with previous years, Acea Ato 2 also re-proposed the communication campaign on the supplementary water bonus, to inform eligible customers about the possibility to take advantage of this significant benefit at local level in their bill, which can be used in conjunction with the national social bonus, subject to an application to the Operational Technical Secretariat of OTA 2 Central Lazio (OTS). The communication campaign was carried out through press, digital and outdoor, especially in the province, where there is a higher concentration of direct users. During 2022, outdoor LED walls were used for the first time in the communication campaigns, placed at strategic points in Rome with a notable image return; this method was used, for example, close to the Auditorium on Via della Conciliazione, close to St Peter’s Basilica, to promote the interactive web bill. Lastly, the water-saving campaign was also re-proposed in the summer months, to raise customer awareness on the responsible use of water, when LED advertising walls were used once again, for example at the Rome Marina in Ostia or along the main Roman consular streets, guaranteeing excellent return thanks to the high brightness that allows for visibility day and night.
Each year, Acea Ato 5 proposes communication initiatives to make customers aware of specific issues, such as communicating meter readings and mitigating the risk of meters freezing, and informing them about the planned replacement of the meters. The “Water Identity Card” initiative was also maintained in 2022, allowing users to provide their residential address in order to have access to data and information on the quality of the water supplied, including an indication of the values of the main analytes that characterise the water in the area of interest.
AdF has defined an integrated communication plan with new “customised” touch points for the specific needs of customers. To promote the activation of web billing and bank or post office direct debits, the Company had already promoted the loyalty bonus in 2021, a one-off incentive intended to reward the most virtuous users who, through this choice, activated at least 12 months ago, contribute to paper savings and demonstrate trust in AdF. As at 31 December 2022, by virtue of this initiative, AdF has paid a total of € 230,270 to 46,054 users. From June 2022, with “AdF da te, un nuovo servizio per rimanere sempre informati” [AdF at home, a new service to stay informed], the Company invited customers to provide their contact details, via online forms, in order to receive real-time updates via e-mail or SMS about possible water disruptions and important communications about the integrated water service. In December 2022, the Singolarizzare conviene [Singularising is worth it] information campaign was launched, to promote the separation of users who use a single centralised meter in a shared apartment complex. The main benefits for customers who choose to “singularise” their water account are more awareness around water use, measurement and precise billing of consumption and incentives.
Each year, Gori informs customers and raises their awareness of the correct protection of meters and systems from frost and on the quality of water distributed, transmitting the communication initiatives on various channels and using videos and other media for the web and the press.

CONTACT CHANNELS AND PERFORMANCE

In all customer relations, Acea Group is committed to guaranteeing the respect of privacy in the management of personal data. In particular, Acea keeps updated safeguards on the issue of privacy to better respond to the evolution of the relevant legislation, in line with the European regulations (General Data Protection Regulation - GDPR)¹⁰⁰ on the protection of personal data (see in-depth anal- ysis in Corporate Identity, The Internal Control and Risk Management System)
Acea makes available to customers traditional contact channels (call centre and branch) and digital contact channels that are more advanced every year. The health emergency, triggered in 2020 and continuing partly into 2022, has in fact made it essential to spread the use of remote channels, spurring companies to continually improve them. In 2022, therefore, all Group companies managing customer relations implemented initiatives aimed at improving remote contact channels and increasing the digitalisation of commercial processes. This strategy led to the separation of dedicated apps for different services, succeeding the single MyAcea app, to allow for the development of more targeted and distinctive communication methods.
Acea Energia launched the new MyAcea Energia reserved area, live since March 2022, also available in the form of an app for mobile devices (Android and iOS), which allows customers to manage their electricity and gas accounts, with a new user experience plus an expanded range of actions available. The MySER App, on the other hand, is dedicated to the standard market service.
As at 31 December 2022, over 196,000 users were registered on the MyAcea Energia App and over 284,300 on the MySER App. The web area for the free market recorded more than 438,000 total unique log ins during the year.
In 2022, Acea Energia also continued to develop new features on the portal for “large customers” to access information about supplies, payments, contracts, invoices and consumption data. In particular, features were released during the year for the bulk uploading of technical and commercial services and improvements to graphics and reporting.
In March 2022, the new app (for Android and iOS) was also launched for the water service (Acea Ato 2 and Acea Ato 5): MyAcea Acqua.
As at 31 December 2022, there were 362,918 users registered in the online customer area pertaining to Acea Ato 2, an increase of around 5% (345,355 in 2021). This figure corresponds to 48% of the customers with active water supplies at the end of the year (754,569). Through an external supplier, Acea Ato 2 manages the chat service to help customers browse the website and, after registration, use the services available in the customer area MyAcea.
During the year, the Company continued the initiatives already undertaken to promote the greater digitalisation of the customer experience:

• the development of the digital branch, the service that can be used, upon reservation, via computer equipped with a webcam or via smartphone. With a view to overcoming the digital divide, the Company has also made available, by appointment, access to local branches, known as "Waidy Points" (see the dedicated box below);
• an integrated customer relationship management platform, Salesforce, with an omnichannel perspective; the project also includes the development of a tool (Salesforce dunning) aimed at streamlining the solicitation process in the event of credit recovery;
• digitisation of two important commercial processes (transfer and takeover), to make them digitally usable with the possibility of finalising the contract by accepting a link received by email;
• the transition to the new telephone platform, CTI Genesys, and consequent transfer of the contact centre The tools accompanying the new platform, which speed up call management thanks to the integration, already usable, in SalesForce, will simplify contact centre operations and improve customer experience.

Acea Ato 5 continued to implement new technologies to develop more effective customer management systems and solutions and for the evolution of the contact channels (digital branch, sales toll-free number, My Acea Acqua app, e-mail, web portal), increasing the offer of new digital services. The initiatives undertaken centre on the intention to bring the customer closer to smart technology services, so as to rely less and less on help from operators. In 2022, the company also carried out information campaigns, both in the press and via e-mail and SMS, to promote the use of remote contact channels (MyAcea Acqua app, website, toll-free number, dedicated numbers) and the new interactive bill. Subscriptions to the relevant web area increased reaching a total of 61,820 users, 9% more than the 2021 figure (56,623 users), accounting for around 30% of total active contracts in the year. Furthermore, through an external supplier, Acea Ato 5 also manages the chat service to help customers use the services on the MyAcea customer area.
AdF sought to promote the use of the new MyFiora customer area, introduced in late February 2022 with an advertising campaign Un nuovo modo di essere MyFiora [A new way to be MyFiora], using traditional and digital media. The initiative contributed to an increase in the number of registered customers to 59,073, up 12% on the 2021 figure (52,847 registered). Thanks to a completely revamped interface, the new customer area provides an excellent response to the needs of customers, with the possibility to manage water accounts completely autonomously, and offers a more intuitive navigation experience. In addition to the web section, updated versions of the MyFiora app were also released on the digital stores (for Android and iOS), with a new and more modern interface. With the aim of promoting the digital services, AdF also introduced, in July 2022 the myfiora transfer bonus, which rewards customers who choose to manage the transfer request using the self-service feature, by accessing the portal. The one-off bonus is paid in the first bill. As at 31 December 2022, 251 customers had chosen this method (equal to a total amount paid by the company of around € 8,500). Lastly, social media are the most used communication channels by customers for interacting with AdF. In 2022, the company invested in the growth and development of the social community, recording a 16% increase compared to the previous year with 11,291 fans/followers on Facebook (9,696 in 2021).
Gori continued to promote participation in digital services (MyGori, web bill and interactive bill), recording an increase of around 16% in registered users in the MyGori reserved area and, as at 31 December 2022, totalling 186,180 users (160,843 in 2021). In 2022, Gesesa undertook communication initiatives to promote the MyGesesa area, sending meter readings and awareness of the toll-free numbers. Registered users in the MyGesesa reserved area increased by 13% compared to the previous year, reaching 10,200 users as at 31 December 2022 (9,009 users in 2021).

On the website www.acea.it dedicated to the free market and on the website www.servizioelettricoroma.it dedicated to the protected market of Acea Energia there are guides to reading the bill. These guides are also available for customers of the water service found in the Water section of the Acea Group website www.gruppo. acea.it.
The bill for all the water companies in the Acea Group was renewed, in 2021, with a complete restyling, simplification and rationalisation of the content, an e-mail template for the delivery of the web bill, designed to convey to users the image of a company that is digitally ready and attentive to sustainability issues. The interactive bill was also introduced, which complemented the web bill in PDF format. The latter, available via PC, smartphone and tablet, is designed as a navigable dashboard available to the customer and shows the main information elements on the home page (water user data, billing period, actual billed consumption, amount to be paid, payment status), allowing for easy and immediate understanding of the dynamics of consumption and related expenditure.

As mentioned, all companies, in the water service as well as energy sales, have encouraged the activation of the web bill and digital payments by promoting the increase of the significant related environmental benefits¹⁰¹.
In particular, as at 31 December 2022, the number of Acea Ato 2 users with digital billing was 385,353, around 7% more than in 2021 (358,707 users with web billing), with an annual paper saving of 78.3 tonnes.
At the end of 2022, there was a total of 87,631 AdF users with active web billing, around 37% of the total users, with a 5% increase compared to the previous year (83,277 users with web billing in 2021) and a paper saving of 10.9 tonnes per year.
Subscriptions to the web bill service, for Gori users, reached 221,408 as at 31 December 2022, around 12% higher than the previous year (197,790 users with web billing in 2021), with a saving of 6.5 tonnes of paper per year.
At the end of 2022, Acea Ato 5 recorded 53,869 users with active web billing, 13% more than the figure for 2021 (47,623 users), with a saving of 5.7 tonnes of paper per year.
As at 31 December 2022, Gesesa had 9,344 users with active web billing, around 14% more than in 2021 (8,206 users), with a saving of 1.5 tonnes of paper per year.

Lastly, as at 31 December 2022, Acea Energia recorded 489,146 active supplies with web billing (specifically, 322,054 for the free market and 167,092 for the standard market service), with an increase of around 24% compared to the figure for 2021 (394,655 supplies with web billing), for a paper saving in the year of 80.7 tonnes.

Overall, therefore, thanks to the web billing service offered by Group companies and the customers who activated it, 208.5 tonnes of paper were saved in the year, 37% more than the 2021 figure (152 tonnes of paper).
For Acea Ato 2 and Acea Ato 5, the contact centre service is managed by an external supplier, identified by each company through a tender¹⁰² (Acea Ato 5 awarded the contract for the service in June 2022). The service is carried out according to the One Call Solution (OCS) approach, in order to meet the needs expressed by customers through a single contact; the quality of the service is monitored and the staff are trained and attend refreshers on procedure and how to interact with the customer.
Acea Energia internally manages the social media channel (Facebook) for free market customers and the dedicated chat channel, while for the standard market service (Rome Electricity Service) the chat channel is managed by an external supplier; it also manages the toll-free numbers for the free market and the standard market service, outbound campaigns, back off,ce customer care activities, the toll-free number for making appointments at the branch, the Pedius toll-free number and the Premium toll-free number. The Pedius App, which is available for all devices, allows people with a hearing impairment to contact the call centre – on a telephone line with a dedicated priority queue – by writing text messages in chat, which are read to the operator by a computerised voice, while the operator’s answers are returned to users in written form.
In 2022, the Group’s toll-free numbers received a total of more than 5.4 million calls, an increase of 3.3% compared to 2021 (approximately 5.3 million calls); the upward trend recorded in recent years is consistent with the greater use of remote contact channels.
The overall service level, despite the increase in the number of calls received in the year under review, was 91%, in line with the performance recorded in 2021 (see Chart no. 29 and Tables nos.37 and 38 for the performance of individual companies, at the end of this section).

Chart no. 29 – Total telephone trac for Acea's toll-free numbers (2021-2022)

NB: the 2021 figures have been slightly adjusted to consolidate Acquedotto del Fiora’s data; the 2021 and 2022 figures also include Acea Energia’s commercial toll-free number, activated following the agreement with WINDTRE.

Chart no. 30 – Percentage breakdown of inbound calls to Acea toll-free numbers (2022)

NB: Acea Energia’s toll-free num- ber for the free market, electricity and gas, also includes the volumes handled as part of the agreement with WINDTRE.

The opening of physical branches continues to be organised to ensure maximum safety for users and staff, with customers allowed entry by appointment only. This, together with the further development of remote channels, has continued to result in much lower number of visitors than in pre-pandemic years and, for some companies, another decrease in 2022.
The branches at Acea’s headquarters in Rome, in Piazzale Ostiense, for the electricity, gas and water services managed by Acea Energia and Acea Ato 2, allowed entry to a total of 47,232 customers in 2022 (the figure for 2021 was 50,254 customers, that for 2020 was 88,723 customers and that for 2019, before the pandemic emergency, 204,542 customers), with service levels close to 100%. In compliance with health safety measures, branches allowed entry by appointment only.
If the total figures for all companies in the scope are considered, 126,918 customers were received at the branches (121,674 in 2021; 163,527 in 2020 and 555,496 in 2019); the slight increase on the figure for 2021 is due to higher numbers of visitors than in the previous year, recorded by Gori, AdF and Gesesa, and for the standard market service of Acea Energia. See Tables 37 and 38 for the performance over the last two years of the individual Companies.

In June 2022, the digital service point was internalised by Acea Ato 2, with an increase in the quality of the service provided and a decrease in the volumes managed – from an average of 1,200 monthly appointments at the start of the year to an average of 400 monthly appointments at the end of 2022 – thanks to the experience of the resources employed, the synergy between the different channels and the commitment to resolve the customer’s request during first contact. Acea Ato 2 also activated new Waidy Points in 2022 (see box with details).

Also for AdF, access to the two AdF Points in Grosseto and Siena was kept by appointment103, which could be booked through the sales toll-free number, the website or at both locations. Customers were also able to use the digital service point, again by appointment; this contact method, which guarantees widespread coverage across the territory, is increasingly more appreciated and has recorded an increase in contact of over 36% compared to the previous year, managing to cover 19% of total contact via branch. The customer clustering process has seen the definition of new professional figures dedicated to the management of specific customer segments (Member Municipalities, Businesses, Condominiums, “Industrial Waste”), which have confidential contact channels. Since 2022, a channel with dedicated staff has also been reserved for top clients, i.e. large customers with monthly billing. Lastly, close attention was paid during the year to users that recorded significant anomalous consumption, with prompt telephone contact, to allow customers to act as quickly as possible on any hidden leaks, reducing difficulties related to billing and to protect the water resource.
Lastly, Gesesa also has the digital service “Prenotami” [Book me], with which customers can choose the day and time to access the branch by appointment.

The operating companies handle written complaints, following the processing of cases using information systems: from reporting to resolution.
For the energy service, the “replies to written complaints/enquiries” both by the sales Company and the distribution Company, are services included among the levels of commercial quality subject to regulation by the national Authority (see sub-paragraph Quality levels regulated by ARERA in the electricity sector). Likewise, for the water service, the contractual quality levels, specific and general, introduced by the Authority, also provide for management procedures and response times to enquiries, written complaints and requests for billing corrections (see sub-paragraph Quality levels regulated by ARERA in the water sector).
For the public lighting service, responses to written complaints/ requests are handled directly by Areti. In 2022, a total of 3,409 complaints/enquiries were received, a slight decrease on the figure for 2021 (3,704 complaints/enquiries); Areti replied to 92% of them by 31 December 2022.

Table no. 37 – Energy: toll-free number and branch performance (2021-2022) (*)

(*) The volumes of channels subject to sector regulation are consistent with the calculation methods envisaged for reporting to ARERA. For example, for the toll-free numbers of Acea Energia and Areti, the average waiting time is the time that elapses between answering, even if it is made through an automatic answering machine, and the beginning of the conversation with the operator or the end of the call if the caller hangs up before the beginning of the conversation with the operator.
(**) Includes data from the "WindTre Luce and Gas powered by Acea Energia" partnership service, active from 12 July 2021.
(***)For 2022, the average management time (TMG) of the branches is no longer present in the system since the current queue manager does not manage this method.

Table no. 38 – Water: oll-free number and branch performance (2021-2022) (*)

(*) The volumes of channels subject to sector regulation are consistent with the calculation methods envisaged for reporting to ARERA. For example, for the fault toll-free number, 'total answers' means, in line with the Authority's guidelines, 'total answers within TMA' and 'service level' means the % of calls with TMA within the standard.
(**) the 2022 figures of Acea Ato 2 for both toll-free numbers and the branch are being consolidated and have not yet been communicated to the Authority.
(***) Calls handled by the automatic system or terminated by the customer during navigation within the interactive voice responder are also considered as answers. The figures of the 2022 fault toll-free number are still being consolidated.
(****) Certain 2021 figures have been adjusted for consolidation in line with what has been communicated to the Authority, while the 2022 figures are being consolidated and have not yet been communicated to the Authority.
(*****)The figures for 2022 are updated to November since at the time of drafting the document they were being consolidated and had not yet been communicated to the Authority.

96 The Protocol was signed in 2016 between the Associations and the companies Acea Energia, Areti, Acea Ato 2 and Acea Ato 5; since December 2020, Gesesa has also joined the ADR body. Three other Group companies active in the water sector, not included in the scope of the NFS, are signatories of the Protocol, and have received a total of 20 requests for ADR procedures, 14 of which are considered eligible.
97 Since February 2017 the ADR Body has been included by resolution in the list maintained by the Authority.
98 In compliance with ARERA resolution 228/17 and Article 66 quinquies of the Consumer Code.
99 Like the 2021 figure, the figure for G.O. certified green energy sold in 2022 by Acea Energia and AEMA also includes the main Group companies’ internal consumption, which contributes approximately 350 GWh out of an estimated total of 2,536 GWh. The final calculation is expected in March 2022, and the consolidated data will be updated in the next reporting cycle.
100 Regulation EU 679/2016 (GDPR).
101 Itisimportanttoconsiderthatthepapersavingsshownforeachcompanyarecalculatedonthebasisofsheets/envelopes effectively saved, with variables, from company to company, that depend on the billing frequency and the type of communications sent to customers.
102 Acea Ato 5 awarded the service contract in June 2022 to the supplier that won the public tender held in 2021.
103 For the use of branches by appointment, the Authority has introduced an additional standard, linked to the maximum time of appointment at the branch. The maximum time for the agreed appointment at the branch is the time between the day on which the Operator receives the request for an appointment at one of its branches from the end user and the day on which the appointment is made available at that location.