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”⁶⁹, 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 no. 21). 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 2022, as part of the implementation of the Resilience Plan⁷⁰, 58 km of medium voltage cable at 20 kV were upgraded and 53 secondary substation renovations were carried out to increase their resilience to the critical factor of "heat waves", and 35 secondary substation renovations were carried out to increase resilience to the critical factor “flooding”. For the LV networks, 86 km were put in place as part of the overall network modernisation programme, in preparation for the subsequent voltage change from 230 V to 400 V. Remote control was extended to additional secondary substations and reclosers, for a total of 8,507 remote-controlled MV nodes at 31 December 2022 (7,582 in 2021).

Table no. 21 – Main interventions for the management and development of electricity grids and substations (2022)

In 2022, Areti continued to carry out interventions to protect the primary and secondary substations, as part of the activities aimed at raising the levels of security for the protection of infrastructures from cyber risks, technological solutions have been implemented to protect field equipment, capable of filtering data traffic. New solutions were also implemented for monitoring the data networks, identifying and responding to incidents in light of the creation of the Security Operation Centre (SOC). See also the chapter Institutions and the Company for an in-depth analysis of research and innovation and the projects implemented in the year.

As part of the plan for the mass replacement of first-generation (1G) meters with second-generation (2G) ones, launched in the last quarter of 2020, which will progressively affect the entire managed territory, in 2022 Areti installed a further 273,294 2G meters; the new meters encourage greater customer awareness of consumption, thanks to the data available, and a reduction in estimated billing.
The total number of remote-controlled meters (1G and 2G) installed on low-voltage active users at 31 December 2022 is 1,652,552.

Areti manages, by virtue of the Service Agreement71 between Acea SpA and Roma Capitale, works on the functional and artistic-monumental public lighting infrastructures, for over 204,600 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. 22 – Public lighting in Rome in figures (2022)

Energy consumption for public lighting, which has seen a downward trend in previous years thanks to the modernisation of the systems with the installation of LED lamps, has stabilised; as at 31 December 2022, the 212,799 LED lamps installed cover 92% of the total number of lamps (see Relations with the Environment; The Use of Materials, Energy and Water and the Environmental Accounts).
In 2022 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, the design and development of the solution and the prototypes reached an advanced stage and the phase of the equipment also went into production.

 The lighting projects carried out during the year include, by way of example, the new lighting of some parks and gardens located in central and suburban areas of the capital, for the benefit and greater safety of citizens, and among the functional projects were systems to serve certain streets without lighting. During the year, certain plants subsequently acquired were also adapted and plant sections were built for major public works with multi-year timeframes (see the info boxes).

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; it periodically reviews them, directing operators to constantly improve performance.
Commercial quality is divided into "specific" and "general" levels,⁷⁶ for the distributor (differentiated for low and medium voltage supplies) and for those of the seller (see Tables 25, 26 and 27).
Every year Acea communicates to ARERA the results achieved and includes them in the bill it sends to its customers.
The 2022 commercial and technical quality results⁷⁷ related to the distribution and metering, as disclosed herein, represent the best esti- mate available⁷⁸ at the time of writing and may not precisely coincide with those submitted to ARERA as part of the annual reports.
As regards the “specific” levels of commercial quality, compared to the previous year, there is an improvement in the completion time of simple works for the creation of new ordinary LV connections (in particular for domestic users) and ordinary MV connections, whereas other performance has remained stable. On the other hand, there was a worsening in the estimate time for works on LV networks, both in terms of the average days for preparing the estimate and the percentage of compliance with the standard. With regard to the “general” levels relating to responses to written complaints/enquiries, there was an improvement in performance compared to 2021, with a recovery both in terms of average days to process complaints and the percentage of response within the times envisaged by ARERA, with the same number of requests received as last year (see Table no. 25). Automatic compensation to customers⁷⁹ to be paid in case of non-compliance with “specific” quality levels, start from a basic amount80, 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 the quality aspects of the sales service, managed by Acea Energia, in the context of the “specific levels” of commercial quality in 2022, the percentages of compliance with the standards set by ARERA decreased due to billing corrections for the standard market, but, on the other hand, improved significantly for the free market. The percentages of compliance also contracted for the reasoned reply to written complaints, in both markets, but to a lesser extent for the free market (see Table no. 26).
With reference to Areti’s performance related to the incentive regulation of the duration and number of interruptions without prior notice for low-voltage users, the data related to the 2022 financial year – summarised in Table no. 27 – indicate that in the urban areas characterised by the highest degree of concentration of users (so-called high and medium concentration territorial areas), the continuity of the service was guaranteed with a better quality compared to last year. Positive results are also being achieved in suburban and rural areas.
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 paid81 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 ffailure 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. 25 – Main specific and general levels of commercial quality – energy distribution (2021-2022) (ARERA parameters and Areti performance – 2021: data submitted to ARERA; 2022: estimated data)

NOTE: The symbol “/” is used when services were not requested during the year, n.a. means the data are not applicable.

Table no. 26 – Main specific and general levels of commercial quality – energy sales (2021-2022) (ARERA parameters and Acea Energia performance – data submitted to ARERA)

(*) 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. 27 – Service continuity data – energy distribution (2020-2022) (ARERA parameters and Areti performance – 2020-2021: data certified by ARERA; 2022: provisional data)

(*) The yearly average number of disruptions per low voltage customer considers both lasting disruptions (> 3 minutes) as well as short disruptions (à 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 managing the IIS are engaged in progressive digitising of the networks, through studies, field surveys and data entry into the geo-referenced information system (GIS). In particular, as at 31 December 2022, Acea Ato 2 has over 85% of the networks traced in the GIS system; Acea Ato 5 has digitised around 5,399 km of the water network (measured in the field and published in GIS) as at 31 December 2022, corresponding to around 87% of the total. Gori and Gesesa have georeferenced the stocks shown in Table no. 28 and are continuing to survey and update the data; Gesesa has already georeferenced the water sites (wells, springs, reservoirs/partitions) and the sewage lifting and treatment plants, including their functional diagrams.
AdF, in 2022, activated a process to validate the information present on the GIS system, through the obligation to update certain type of activities in GIS, which made it possible to validate around 565 km of aqueduct and around 61 km of sewerage.

Table no. 28 – Water mains areas 2022 (georeferenced data)

The networks are connected to a complex system of equipment and plants necessary for the operations of the aqueduct, treatment and sewerage services. ach 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 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 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 Elabori, see Table no. 29.
In 2022, Acea Ato 2 continued the development of all interventions intended to secure and modernise the Peschiera aqueduct system, essential strategic infrastructure to ensure the greater resilience of the procurement and supply system managed. Technical and Economic Feasibility Studies were completed and the authorisation procedures were launched for the 4 sub-projects⁸⁶ relating to hydraulic works, identified in 2021, which will also be carried out with financing of around € 244 million obtained as part of the National Recovery and Resilience Plan (NRRP)⁸⁷. 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 was launched in 2022⁸⁸.
The design of the infrastructure is also defined, in collaboration with Acea Elabori, with specific attention to sustainability criteria, in accordance with the Envision Protocol.
In 2022, Acea Ato 2 installed 178 hydro valves to optimise the operating pressures of the distribution networks and reclaimed 204.5 km of water mains; it started work on major supply systems to increase the resilience of complex municipal systems with particular reference to the Albano Laziale and Civitavecchia interconnections; to increase the availability of water in the municipalities managed, it completed the new drinking water plants serving the Orsini and La Dolce wells in the municipalities of Ariccia and Manziana. The programme to install flow-limiting devices on rural utilities has also continued to limit non-drinking consumption.

Table no. 29 – Main interventions on the drinking water and sewerage networks and controls on drinking water and wastewater (2022)

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 number of water centres and points on the network that are partially or fully remote-controlled has further increased: at the end of 2022, there were 1,211 remote-controlled plants on the collection and distribution network (springs, wells, aqueducts, supply systems, water centres, drinking water treatment plants) and a further 1,947 remote-controlled ones along the distribution network (1,256 districtisation points, 124 water kiosks and 567 network pressure measuring points, including 401 hydro valves and 166 pressure points). Of these, 507 are equipped with water quality measurement systems. 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.
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), electri-qualitative (turbidity and resid al chlorine) parameters. At the end of 2022, there were 395 plants with a remote control system installed (equipped with hydraulic measurements – flow rates, pressure and levels – 16 of which were also equipped with water quality control), and 111 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 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 management89 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. With another 2 interventions in 2022, Gesesa continued the gradual installation of the remote-control system at the sites managed; in particular, automation was implemented in the Forchia reservoir well and a remote-control system only previously accessible locally was moved to the company SCADA (Supervisory Control and Data Acquisition) system. A tender was also held in the final part of the year to award contracts for further interventions.
In 2022, AdF expanded remote control to another 52 aqueduct sites; constant monitoring of the networks (district flow measurements and control valves) and of the smaller reservoirs makes it possible to reduce inefficiencies, as well as to optimise their 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 during the 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 2022, there were a total of 1,895 remote-control sites managed by AdF, relating to the drinking water, sewage and purification systems, including plants and manholes (of which 508 aqueduct sites and 221 water network nodes, 202 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 2022 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 2022 with the installation of new meters and the replacement of old ones (see figures in Table no. 29). As part of its mass meter replacement activities, Acea Ato 2 has continued its functional project for the gradual remote reading of water meters, initially by developing and patenting, in collaboration with Areti, an “Add-On” remote reading device called “Proteus” and, in 2022, by installing, in addition to Proteus, other NB-IoT “Add-On” devices, for around 6,000 devices installed in the year, which led, in total, to around 34,000 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 with DN15 pipes), it is implementing the design and development of an “integrated smart meter” remote reading device with innovative and advanced NBIoT 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 reading of meters in the area, installing a device that makes it possible to increase reading frequency and to facilitate data collection; in 2022 it installed around 20,000 remote reading meters, achieving coverage of 58% 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. 30 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. 30 – Number, type and duration of disruptions in the supply of water (2020-2022)

(*) 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. Additionally, the 2022 figures for Acea Ato 2 and AdF are 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 anoma- lies. 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 Elabori (see Table no. 29).
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 2022, 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. For some time, Acea Ato 2 has been working to resolve these issues, such as by decommissioning some local sources of supply and replacing them with higher quality springs. In 2022, in particular, Acea Ato 2 built new drinking water plants or upgraded/expanded existing plants in the municipalities of Ariccia, Allumiere, Rignano Flaminio and Manziana. It has also started work on aqueduct interconnections in the municipalities of Civitavecchia and Albano Laziale that will ensure greater network resilience and improve the service provided.

In 2022, AdF implemented the project launched in 2021 to monitor the quality of supply sources with online instrumentation. 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 ade available online by the related regional services, updated on a daily basis. The 8 supply sources monitored in 2021 were joined in 2022 by another 10 sources, for a total control of around 75% of the resource collected from the environment. 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 European Directive 2020/2184 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 the Campania Water Authority, local, provincial and regional institutions, Arpac and the local health authorities, dedicated to the monitoring and characterisation of the groundwater resource that, through the Campo Mazzoni and Pezzapiana wells, supplies the city of Benevento. In 2022, Gesesa continued a project for the creation of an activated-carbon filtration system for the treatment of drinking water for the water plant in Benevento (see also Water Segment in Relations with the Environment).

In 2022, there were 165 water kiosks active (124 of Acea Ato 2, of which 36 in the City of Rome and 88 in the province of Rome, 20 of Gori and 21 of AdF); these are dispensers of chilled natural or sparkling water, installed throughout the territory, available to citizens and tourists, free of charge or at minimal cost. 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 continues to be met with a positive response and in the year in question, the “kiosks” supplied a total of over 38.7 million litres of water (about 34.2 million litres from Acea Ato 2, about 3.5 million litres from Gori and about 1 million litres from AdF water kiosks), with a percentage of sparkling water of about 39%. The environmental benefits are clear: the litres dispensed are equivalent to 774 tonnes of plastic saved over the year (equal to around 26 million 1.5 litre bottles) and over 2,000 tonnes of CO2 not emitted into the atmosphere (around 34% more emissions avoided than the 2021 figure of 1,580 tonnes of CO2 avoided), due to the lack of bottle production⁹⁰ and net of emissions due to the energy consumption of the kiosks⁹¹ and the CO2 added to obtain sparkling water.

Acea Ato 2 is also responsible for water up to the “point of supply” for the drinking water fountains in Rome. 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. Finally, the app gives access to a “web radio”, a channel dedicated to infotainment with 24-hour music programming and the inclusion of short videos on sustainability in collaboration with LifeGate. As part of Acea Innovation Day 2022, the latest upgrade to the Waidy application was presented, carried out with the start-up UP2YOU, which can precisely calculate the environmental benefits that people can help generate by using drinking fountains, and in particular to reduce plastic and CO₂ emissions. As at 31 December 2022, the Waidy Wow app was installed on 105,947 devices.

FUNCTIONS OF THE WAIDY WOW APP

The Regulatory Authority for Energy Networks and Environment (ARERA) defines the specific and general levels of contractual quality for the water sector⁹². With resolution 547/19, the Authority amended and supplemented the previous regulations outlining an incentive system divided into bonuses and penalties to be attributed from 2022 based on operator performance. In late 2021, the ARERA issued its guidelines for consultation on the update of the methods for verifying contractual quality data (control procedures and penalty amounts) and, with resolution 639/2021 of 30 December, established flexible elements in the mechanisms used to assess performance, including cumulative evaluation of quality objectives on a two-year basis (2022-2023).
The introduction of the new contractual quality incentive system did not maintain the possibility, provided for in the past⁹³, of accessing premiums in the event of the achievement of improved quality standards with respect to those defined at national level.
Acea Ato 2 has in any case maintained the improved levels of contractual quality standards, as defined by the application submitted in 2016 by the Area Governing Body (Conference of Mayors of OTA 2 Central Lazio) and accepted by ARERA, and by the amendments subsequently made by resolution 4/20 of the Conference of Mayors relating to the updating of the Service Charter. In particular, the improvement standards concern 39 indicators out of the 47 established by 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 31-35).
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 and AdF also publish them online, and all publish information on the quality of the drinking water distributed on their websites.

Table no. 31 – The main specific and general levels of contractual quality in the water sector (2021-2022) – Acea Ato 2 – (ARERA parameters, improvement standards and Acea Ato 2 performance – 2021 data are consolidated, 2022 data are not consolidated)

Note: the 2022 data are being consolidated and have still not been submitted to the OTS or reported to ARERA. The symbol “/” is used when there are no services during the year.

Table no. 32 – Main specific and general levels of contractual quality in the water sector (2021-2022) – Acea Ato 5 – (ARERA parameters, improvement standards from the Service Charter, and Acea Ato 5 performance – 2021 data are consolidated, 2022 data are not consolidated)

NOTE: The symbol "-" indicates that the average time cannot be calculated because the service is on/off.

Table no. 33 – Main specific and general levels of contractual quality in the water sector (2021-2022) – Gori (ARERA parameters and Gori performance - 2021 data are consolidated, 2022 data are not consolidated)

NOTE: The symbol “/” is used when there are no services during the year.

Table no. 34 – Main specific and general levels of contractual quality in the water sector (2021-2022) – Gesesa (ARERA parameters and Gesesa performance – 2021 data are consolidated, 2022 data are not consolidated)

NOTE: The symbol “/” is used when there are no services during the year.

Table no. 35 – Main specific and general levels of contractual quality in the water sector (2021-2022) – AdF – (ARERA parameters, improvement standards from the Service Charter, and AdF performance – 2021 data are consolidated, 2022 data are not consolidated)

NOTE: The symbol “/” is used when there are no services during the year.