Integrated Water Service Quality Charter della... · page 2 of 27 Integrated Water Service Quality Charter 1. Introduction This Integrated Water Service Charter (I.W.S.) was adopted

page 1 of 27

Integrated Water Service Quality

Charter

page 2 of 27

Integrated Water Service Quality Charter

1. Introduction This Integrated Water Service Charter (I.W.S.) was adopted by the Manager on 1st January 2020 in compliance with the scheme drawn up by the Tuscan Water Authority in implementation of the Council of Ministers Presidential Decree of 29 April 1999 concerning the “General reference scheme for the drafting of the Integrated Water Service Charter” and in accordance with the most recent regulatory reference pursuant to art. 2, paragraph 461, point a) of Law 244/2007 and with the guidelines drawn up by the Ministry of Economic Development published in the Official Gazette no. 72 of 29 October 2013. Furthermore, this Charter implements the guidelines set out in the resolutions of the Regulatory Authority for Energy, Networks and the Environment and automatically adapts to their amendments and supplements. The Integrated Water Service Charter is an annex to the User Contract, entered into between the service Manager and the Users, and represents the document that defines the commitments undertaken by the Manager towards the Users, with the aim to improve:

- The quality of the services provided, - The relationship between Users and the Company providing the services.

From a general viewpoint, the Integrated Water Service Charter: - Lays down the principles and criteria for delivering the services and is a complementing element of the

Supply Contracts. All of the most favourable terms applied to Users and contained in the Charter are therefore intended to replace those reported in the Supply Contracts, including the regulations.

- Recognises that Users have the right to access the information and give their opinion on the operations carried out by the Manager as a key element for informed participation by all service Users.

- Indicates the methods for the submission of complaints and requests for information by Users and for the replies from the Manager.

- Indicates the methods for proposing conciliation arrangements and alternative procedures for the settlement of disputes governed by the “Regulations for the protection of Users” attached to this Charter;

- Specifies the compensation to be paid to Users in the event of breach of the Manager’s obligations set out in the Charter. In the event of non-compliance with the specific standards indicated under paragraph 4 – with the exception of any possible derogations – Users have the right to automatic and fixed compensation as reported in subsequent paragraph 8: “Automatic compensation”.

The Service Charter regards the Integrated Water Services provided by the Manager to resident and non-resident domestic Users and to other uses depending on the User categories. Should aqueduct services be provided in derogation from the minimum service levels, the Manager will inform Users of such derogations as well as of the legal regulations and any limits established by the Authority, according to the methods reported under paragraph 6 “Information to Users” of this Charter. With regard to the sewerage and wastewater treatment services, the Service Charter refers to wastewater discharged into the public sewers and wastewater treated in plants managed by the Manager. The Charter will be delivered to all Users upon request in writing and a summary of the Charter will be handed over upon signing of the User Contract. The Charter may also be requested to the Manager, in writing or by telephone:

- P.O. Box 199, Marina di Pietrasanta (Lucca); - Protocol department c/o registered office in Via Donizetti 16, 55045 Marina di Pietrasanta; - Customer Assistance 800-223377 (landline), 199-113377 (mobile);

or downloaded from the following websites: - www.gaia-spa.it, - www.autoritaidrica.toscana.it.

Following the approval of the Charter and any amendments made to it, brief information will be given in the bill .

1.1. Revision and Verification Procedure

The Charter is reviewed every three years and each time changes occur that make adjustments necessary, on the basis of the monitoring provided for under paragraph 7 “Protection”. Reviews (variations and/or supplements) to this Charter are approved by the Tuscan Water Authority after liaising with the Manager, User Associations, business Associations and other interested parties. Any changes must be brought to the attention of Users according to the methods reported under paragraph 6 “Information to Users".

http://www.gaia-spa.it/

http://www.autoritaidrica.toscana.it/

page 3 of 27


The Tuscan Water Authority promotes dialogue with User Associations on a yearly basis, aimed at verifying the Service Charter and subject to its monitoring performed with the “Yearly service quality report” provided for under paragraph 7 “Protection”.

2. General aspects

2.1 The Manager G.A.I.A S.p.A. is a publicly owned company that was established on 22 October 2004. GAIA is the Manager to which the Territorial Authority no. 1 “North Tuscany”, present-day Tuscan Water Authority (AIT) Local Conference no. 1, entrusted management of the Integrated Water Service of the municipalities included in its local area, according to the directives of Law 36/1994, subsequently supplemented by Legislative Decree 152/2006 and Regional Law 81/1995. The Integrated Water Service comprises all public services regarding water collection, delivery and distribution, sewerage and waste water treatment, and disposal of residual sludge, as provided for by current regulations. From 1 January 2005, GAIA has managed the Integrated Water Service in an area covering 45 municipalities for 2,586 square kilometres total, counting 445,515 inhabitants (2011 Istat data) and around 260,000 Users.

The Municipalities managed include a good part of the Province of Lucca, Val di Lima in the Province of Pistoia (apart from Abetone) and the Province of Massa Carrara (apart from Zeri). Specifically:

Province Municipality

LU BAGNI DI LUCCA, BARGA, BORGO A MOZZANO, CAMAIORE, CAMPORGIANO, CAREGGINE, CASTELNUOVO GARFAGNANA, CASTIGLIONE GARFAGNANA, COREGLIA ANTELMINELLI, FABBRICHE DI VERGEMOLI, FORTE DEI MARMI, FOSCIANDORA, GALLICANO, MASSAROSA, MINUCCIANO, MOLAZZANA, PESCAGLIA, PIAZZA AL SERCHIO, PIETRASANTA, PIEVE FOSCIANA, SAN ROMANO IN GARFAGNANA, SERAVEZZA, SILLANO GIUNCUGNANO, STAZZEMA, VAGLI DI SOTTO, VIAREGGIO, VILLA COLLEMANDINA

MS AULLA, BAGNONE, CARRARA, CASOLA IN LUNIGIANA, COMANO, FILATTIERA, FIVIZZANO, FOSDINOVO, LICCIANA NARDI, MASSA, MONTIGNOSO, MULAZZO, PODENZANA, PONTREMOLI, TRESANA, VILLAFRANCA IN LUNIGIANA

PT ABETONE CUTIGLIANO, SAN MARCELLO PITEGLIO

2.2 Fundamental principles

The Manager bases its relationship with User citizens on the following general principles.

2.2.1 Equal and impartial treatment The Integrated Water Service is based on the principle of equal rights of Users. The rules regarding the relationships between the Manager and Users respect all differences of gender, race, language, religion and political opinion. Equal treatment of Users must be guaranteed – under equal system-functional conditions – within the entire area of reference. The Manager especially undertakes to pay particular attention to the disabled, the elderly and User-citizens belonging to vulnerable social groups.

The Manager undertakes to act with regard to Users in an objective, fair and impartial manner.

2.2.2 Continuity and quality The Manager must deliver ongoing and regular quality services, without interruptions, to all Users.

Service interruptions may be attributable only to force majeure events and/or failure or maintenance necessary for the correct functioning of the systems. In these cases, the Manager undertakes to limit the interruption time to the minimum required and, whenever provided for, to activate emergency replacement services.

2.2.3 Participation

Users have the right to access information regarding them and to submit proposals regarding their problems, either individually or through specifically appointed consumer and User Associations. With regard to the relationship with Users, the Manager ensures the identifiability of its staff, identifies the

page 4 of 27


company contact person and communicates the company’s certified electronic email and other communication channels.

The Manager periodically acquires Users’ assessment on the quality of the service provided by submitting User satisfaction surveys.

2.2.4 Staff behaviour The Manager’s staff must treat Users with respect and courtesy, meet their needs and help them exercise their rights and comply with their obligations, if necessary by giving clear explanations and adequate supporting documentation.

The Manager’s employees must also identify themselves when talking directly to people or over the phone .

2.2.5 Clear and comprehensible messages

The Manager pays the utmost attention to ensuring that it uses an effective and highly simple language (including symbolic language) with the User.

2.2.6 Effectiveness and Efficiency The Manager aims at the gradual and ongoing improvement of service effectiveness and efficiency by adopting functional technological, organisational and procedural solutions that are most appropriate to reach this purpose.

The Manager aspires to rationalise, reduce and simplify procedures, especially operations regarding the User, by applying current regulations.

2.2.7 Sustainability in using water Using water without any type of control and without considering its impact on the quantity available in the medium-long term, may lead to depletion of this resource. The Manager believes it is necessary to manage water so as to ensure ecologically sustainable development. Using water in a sustainable manner means that it must not be used in excess of its capacity to regenerate and that wasteful use and the collection of surface water must be restricted.

Water must be used in compliance with Directive 2000/60/EC, with environmental safety and with human health protection.

3. Definitions

For the purposes of this Charter, the following definitions will be applied: “acceptance of cost estimate”: the moment when the applicant pays the amount and the Manager receives the documentation requested during inspection; “IVR” (interactive voice response): a system comprising an automatic response system with interactive functions which, depending on the replies provided to Users via keypad or voice response system, allows Users to access a menu of services and enter into contact with an operator; “water connection”: the water pipeline branching out from the main pipeline and/or related auxiliary devices and accessories and attachments for delivering the service to one or more Users. It usually starts from the point of connection on the distribution pipeline and ends at the point of delivery of the aqueduct; “sewerage connection”: the pipeline that collects and carries waste water from the sewerage discharge point to the public sewerage system; “postponed appointment”: an appointment scheduled at the applicant’s request on a date after the one proposed by the Manager; “authorised acts”: concessions, authorisations, easements or mandatory opinions which must be obtained to allow the Manager to perform its services, except for the concessions, authorisations or easements that must be requested by the applicant; “new activation”: supply to a point of delivery that has never been activated previously; “transfer-based activation”: delivery of the service, following a new supply Contract or change in contractual conditions; “Authority”: the Regulatory Authority for Energy, Networks and the Environment (ARERA, former AEEGSI), the Body to which the Government transferred the “functions related to the regulation and control of water services”, established under Italian Law no. 481/95; “Tuscan Water Authority” (AIT): a public body, representing all Tuscan municipalities, entrusted with programming, organisation and monitoring of Integrated Water Service management activities by Regional Law

page 5 of 27


no. 69 of 28 December 2011; “self reading”: reading by the User and subsequent communication to the Manager of the numerical values shown on the meter at a specific date; “social water bonus” is the water bonus introduced by Arera- in coherence with Art. 3, paragraph 1, of the D.P.C.M (Italian Prime Ministerial Decree) of 13 October 2016 - by way of Resolution No. 897/2017/R/idr; “integrative social water bonus” is the water bonus recognized on a local level by the manager of the S.I.I. – Integrated Water Service – where approved by the Tuscan Water Authority; “force majeure” for the failure to respect standards are acts by public authorities, exceptional natural events for which the competent authorities have declared a state of disaster, strikes called without the advance notice set forth by the law, failure to obtain the issuing of permits; “termination”: disconnection of the point of delivery and/or point of discharge following termination of the supply Contract by the End User with removal of the meter or of the point of discharge; “traceability code”: the code notified to applicants following their application, which allows the service to be traced during the entire process, also by using several associated codes; “historical consumption”: the arithmetic average of the last three yearly consumptions as established by TIMSII (Amended document for regulation of the measuring services within the national integrated water service); “supply contract”: the document entered into between the End User and the Manager of the service; “date of submission”:

- For communications sent via fax or courier, it is the date resulting from the fax receipt or the date of delivery by the courier entrusted with the forwarding; in the event that the carrier does not issue a receipt, it is the date resulting from the Manager’s protocol;

- For communications sent electronically, it is the date of entry in the Manager’s computerised system or the date of submission of the communication, if sent by email;

- For communications made available at help desks, it is the date of delivery shown on the receipt issued; “date of receipt”

- For written requests and confirmations sent via fax or courier, it is the date resulting from the fax receipt or the date of delivery by the courier entrusted with the forwarding; in the event that the carrier does not issue a receipt, it is the date resulting from the Manager’s protocol;

- For requests and confirmations submitted by phone or electronically, it is the date of receipt of the communication;

- For requests and confirmations received at help desks, it is the date of submission shown on the receipt issued;

“Italian Prime Ministerial Decree of 29 August 2016” is the Decree of the Italian President of the Council of Ministers of 29 August 2016 featuring “Provisions related to reducing late and non-payments due for the integrated water service” “disconnection of supply”: suspension of delivery of the service at the point of delivery, with simultaneous removal of the water metre and the termination of the contractual relationship; “Manager”: the entity managing the Integrated Water Service by virtue of any kind of authorisation and with any legal form in a specific local area, including Municipalities that manage the service directly; “weekday”: any day of the week other than Sunday and a public holiday; “working day”: any day of the week other than Saturday, Sunday and a public holiday; “automatic compensation”: the amount due to the End User should the Manager not comply with the specific quality standards; “interruption (or suspension) of the aqueduct service” is the failure to supply the service to an End User, at the minimum conditions of hydraulic flow and load defined by applicable legislation or, where envisaged, specified in the User Contract; all types of interruption are included, even those for water rationing during water shortage; “unscheduled interruptions (or suspensions)” are interruptions of the aqueduct service resulting from a report made to the emergency assistance or remote control/internal control attributable to situations of discomfort or danger (for the Users or for the environment) such as to require interventions that cannot be delayed. These interventions will be carried out in the shortest possible time in accordance with priorities associated with service continuity. “scheduled interruptions (or suspensions)” are service interruptions other than the unscheduled interruptions referred to in the previous paragraph;

page 6 of 27


“simple work”: work conducted in a workmanlike manner regarding new water or sewerage connections or operations of any kind on existing connections (e.g. new attachments) or existing meters (transfer, change, etc.) which does not imply specific work to adapt the water parameters of the connections to the new situation or the performance of work requiring authorised acts from third parties or the need to interrupt supply of the service to other Users; “complex work”: work conducted upon the request of the End User which is not included in simple work; “reading”: actual reading by the Manager of the numerical values shown on the meter; “limitation of the supply”: is the reduction in the flow of water provided at the point of delivery in cases of late and non-payments, guaranteeing the essential quantity of water for resident domestic Users; “pressure level”: the measurement of the unit force impressed to the water inside the pipeline expressed in atmospheres; “general quality standard”: the quality level referred to the overall services that must be guaranteed to End Users; “specific quality standard”: the quality level referred to the single service that must be guaranteed to a single End User; “meter”: the device positioned at the End User’s point of delivery which measures the volumes delivered; “operator”: an appointed person who replies to the requests made by End Users contacting the Manager, regarding all the main aspects of one or more IWS services supplied; “order of unsafe drinking water” is the precautionary measure taken by the mayor to protect public health, in

the event that the parameter values established by Annex I of Italian Leg. Decree 31/2011, as subsequently amended and supplemented, are exceeded; “hidden leak”: defined by the Integrated Water Service Regulation in force; “completion of the Contract”: with regard to supplies activated from the date the Integrated Water Service is assigned to the Manager, completion of the Contract means the signature (where expressly provided for) and/or the submission by the User of all the requested documentation and the payment of the fees; “Territorial Plan”: the Plan drawn up and updated by the Tuscan Water Authority pursuant to Legislative Decree 152/2006; “point of delivery of aqueduct”: the point where the connection pipeline connects to the End User’s system(s). This is usually the meter, when positioned on the boundary between public and private property. If the meter is positioned inside a private property, the point of delivery will in any case be the boundary between the public and private property, where public also means private roads for public purposes. In the case of Users provided with limiters, the point of delivery is the boundary of the public property; “point of delivery of sewerage”: the point where the sewerage connection pipeline connects to the End User’s waste water collection system(s) and consists of the delivery well, or, should this not be available, of the boundary between the public and private property; “Essential quantity of water” is the minimum vital quantity, established by the Italian Prime Ministerial Decree of 13 October 2016, in 50 litres/person/day (equal to 18.5 m3/person/year), necessary to satisfy essential requirements;” “instalments”: determined and governed in the “Instalment Regulation” attached to this IWS Charter; “complaint”: a written communication sent to the Manager, also electronically, in which Users, or a legal representative or consumer Association writing on their behalf, express reasoned complaints regarding non-compliance of the service received with one or more of the requirements defined by law or administrative provisions, by the contractual offer accepted by the User, by the Supply Contract and/or by the Service Regulation or regarding any other aspect pertaining to the relationship between the Manager and the End User, except for written requests regarding billing adjustments. For the purposes of classification and calculation, cases of reiterations or reminders of the same complaint due to failure to reply to the first complaint will not be considered complaints, and compensation will not be envisaged; “reactivation of the supply” restoration of the service supplied to a point of delivery which terminates supply disconnection or suspension due to non-payment; “REMSI” is Annex A of resolution No. 311/2019/R/IDR, issued by ARERA (the water service Supervisory Authority), regulating arrearage in the Integrated Water Service; “written request for information”: any written communication sent to the Manager, also electronically, in which a person requests information about one or more IWS services, which is not related to a disruption; “written request for billing adjustments”: any written communication sent to the Manager, also electronically, in which a User complains about incorrect amounts billed in respect of one or more IWS services;

page 7 of 27


“RQSII” is Annex A to resolution no. 655/2015/R/IDR, issued by ARERA regarding the Amended Text for Regulating the Contractual Quality of the Integrated Water Service, or each of the single services it is composed of; “RQTI” is Annex A to resolution no. 917/2017/R/IDR, issued by ARERA regarding the Amended Text for Regulating the Technical Quality of the Integrated Water Service, or each of the single services it is composed of; “consultancy service at Public Relations (URP) office” is a service managed by a subject also different from the Manager and set up to relate with the User and to resolve the issues they may raise, open during the days and hours that the Manager will render available to the User through the website and other forms of communication; “Integrated Water Service” (IWS): all of the public services regarding the collection, delivery and distribution of water for residential use, sewerage and waste water treatment, or each of the single services; “emergency replacement service”: for interruptions involving less than 10,000 inhabitants, this means guaranteeing a supply per capita of at least 25 litres/day, while for other interruptions, the supply per capita must be at least 10 litres/day. This potential distribution capacity must be guaranteed by means of tankers or plastic containers or by using a nearby supply point or re-supplying Users, by way of exception to the minimum conditions of hydraulic flow and load, for at least 6 hours, even not consecutively, between 7 am and 7 pm. “telephone service”: the telephone service that allows End Users to contact their Manager to request information or services, submit complaints and any other contractual service or procedure that the Manager provides over the telephone; one or more telephone numbers may be provided for each telephone service and the telephone service may be provided with an IVR system; “hazardous situations”: situations where the quality of water distributed may be harmful to human health, as well as situations related to practicability due to floods, breakdown or non-scheduled interventions on the network; “inspection”: verification of the technical conditions regarding delivery of the service, its execution or the conditions of locations; “suspension of the service” suspension of delivery of the service at the point of delivery, without removal of the water metre and the termination of the contractual relationship carried out by the Manager;

“help desk”: Manager’s office set up to listen to Users and solve their problems; “takeover”: request for reconnection of a disconnected point of delivery with changing of Contract ownership or identification data; “time for obtaining the authorised acts”: the time lapsing between the date of request for the act submitted last and the date of receipt of the act completed last, as resulting from the Manager’s protocol; “TIMSII” is Annex A to resolution no.218/2016/R/IDR, issued by ARERA, regarding the Regulation Text for the Measuring Services within the national Integrated Water Service; “type of drinking use”: as provided by the Italian Prime Ministerial Decree of 29 April 1999, the aqueduct service includes the following drinking uses:

- Domestic residential use; - Non-domestic residential use, meaning public consumption (schools, hospitals, military barracks,

public buildings, sports centres, markets, railway stations, airports, etc.); - other uses relating to commercial, craft and service sectors in general, with the exclusion of the

production sector; ”User” (or “End User”), is the natural or legal person that has entered into or intends to enter into a Supply Contract on his/her/its own behalf for one or more IWS services. “condominium Users”: Users served by a single point of delivery that distributes water to several real estate units, also with different intended use; condominium Users are treated in the same way as End Users; “End User whose supply can be interrupted” is the End User for whom, in the event of non-payment, the Manager of the IWS can proceed with the suspension and/or disconnection of the supply; “End User whose supply cannot be interrupted” is the End User for whom, in the event of non-payment, the Manager of the IWS cannot proceed with the suspension and/or disconnection of the supply; “Indirect users” are the end users of the service delivered to a Condominium and coincide with the real estate units underlying the Supply Contract for one or more IWS services; “vulnerable Users”: disabled and seriously ill people. The latter may be reported to the social services of the Municipality of reference or to the Local Health Units;

page 8 of 27


“Users with per capita tariff modulation”: Users benefiting from tariffs based on the number of household members (families with 4 or more members); “transfer”: request for connection to an active point of delivery with changing of contract ownership or identification data.

4. Integrated Water Service Quality Standard

Quality standards are divided into specific and general. For specific quality standards, reference is made to the maximum time established for the individual services provided by the Manager, and failure to respect these determines the issuing of a compensation to the User. For general service quality standards, reference is instead made to the average time of the set of services by the Manager, and failure to respect these may be object of penalties and sanctions. - The execution times of the services provided are expressed in working days, unless otherwise indicated in the Charter. Calculation of the execution times is net of the time required to obtain permits. Other reasons for exclusion from calculation of the periods are the failure to comply with the time limits due to force majeure, lack of permits, non-execution of work which is the User’s responsibility, and standards, regulations and laws influencing the time needed to perform the service. In the event that the Manager and the User have arranged an appointment, the Manager must make sure that the service is provided within the deadline agreed upon, taking into account the provisions regarding the punctuality bracket for appointments agreed upon, without considering the other time periods for providing the service.

4.1 Start of contractual relationship.

4.1.1 Estimation time for connections to the aqueduct and sewerage system This is the maximum time, measured in working days, between the date of receipt by the Manager of the request documented by the citizen and the date of dispatch by the Manager of the estimate (whether related to the water or sewerage system) or of its direct delivery to the applicant. The request for an estimate for water and sewerage connections must be submitted using one of the channels provided by the Manager: call centre, mail, email, information desk or website. It varies depending on the need (or not) for an inspection.

The maximum time of cost estimate for connections that do not need an inspection is 10 days. If an inspection is needed, this time increases by a further 5 days.

Estimation Time

Estimate for water and sewerage works or connections without inspection

10 working days from request

Estimate for water and sewerage works or connections with inspection

15 working days from request

Estimation times always start from the date of the request. In the event of an inspection, if the estimation time is exceeded, this will not give rise to compensation in the following cases: a) If the citizen makes an appointment other than that arranged by the Manager (postponed appointment); b) If it is not possible to carry out the inspection on the date agreed upon, due to reasons attributable to the

citizen, and it is therefore necessary to make a new appointment. The estimate must include:

a) The traceability code with which the Manager indicates the single service request; b) The code with which the Manager identifies the service to be carried out; c) Applicant’s identification data; d) User code in the event that the request is made by the holder of a Supply Contract; e) Date of receipt by the Manager of the applicant’s request for an estimate; f) Date of submission or delivery of the estimate to the applicant; g) Type of use (if the supply is activated at the same time the connection works are carried out);

page 9 of 27


h) Indication of maximum time required for delivering the service requested together with indication of the amount of automatic compensation due to the End User should this time not be respected;

i) Indication of the fee required to carry out the work requested in compliance with the provisions set out in the User Regulation;

j) Indication of whatever necessary to carry out the work requested, including any works to be performed by the applicant and the concessions, authorisations or easements that the applicant may need to request to allow execution of the work, together with appropriate technical documentation;

k) Estimated time for obtaining any permits required for carrying out the work requested; l) Details of methods for accepting the estimate; m) Period of validity of the estimate; n) Name (or person of reference of the Manager’s relevant office) and phone number of the person (or of

the Manager’s relevant office) in charge in the event of complex works; o) If the estimate is accepted, details of the documentation which the applicant (or assignee) must

submit to activate the supply (if not submitted while the connection works were carried out); Fees that have not been indicated in the estimate cannot be subsequently requested by the Manager, unless technical conditions that were not previously foreseeable arise when starting to draw up the estimate (e.g. further execution prescriptions required by third parties during the authorisation phase). Consequently, the related charges will be adequately calculated in a new estimate. The Manager also identifies the type of services for which the estimate may be standardised, which is made available to the applicant immediately, through the call centre or help desk. These estimates are also made available to End Users in the Supply Regulation and on the website. In the event that the End User submits a written request for a standardised estimate, the Manager must comply with the specific standard applicable to estimates that do not require inspections.

Estimation Time

Standardised estimates 10 working days from request

4.1.2 Execution time for connection to aqueduct and sewerage systems (simple

and complex works) and execution time for simple and complex works (other than connections)

This is the time lapsing between the date of formal acceptance of the estimate by the End User/applicant and the date of completion of the works by the Manager; at the same time as the completion of the works, the Supply Contract is made available to the End User for signing. Execution time for connection to the aqueduct involving simple works is 15 days and to the sewerage system involving simple works is 20 days. In these cases, a specific quality standard is applied. Execution time for connection to the aqueduct and sewerage system involving complex works is 30 days. In these cases, a general quality standard is applied.

Connection execution Time

Water connection [simple works] 15 working days from formal acceptance of estimate

Sewerage system connection [simple works] 20 working days from formal acceptance of estimate

Water connection [complex works] 30 working days from formal acceptance of estimate

Sewerage system connection [complex works] 30 working days from formal acceptance of estimate

The maximum time for the execution of simple works (other than connections) is 10 days. In these cases, a specific quality standard is applied. The time for complex works (other than connections) is 30 days. In these cases, a general quality standard is applied.

page 10 of 27


Execution for simple and complex works (other than connections)

Time

Simple works 10 working days from formal acceptance of estimate

Complex works 30 working days from formal acceptance of estimate

4.1.3 Supply activation or re-activation time This is the maximum time, measured in working days, lapsing between the date on which the Contract is completed and supply activation or reactivation, or takeover of supply, except where technical adjustments established by the Manager must be made, which are suitably communicated to the User. Supply activation or activation requests may be submitted by using the free phone number (call centre), by email or mail after filling in the form that users can download from the Manager’s website or that is available at desks open to the public or on the specific website. Supply reactivation time is not measured following ownership variations to User Contracts that do not need reactivation (such as transfers). In the event that reactivation, or takeover, entails the need to carry out simple or complex works, the reactivation time starts from the completion date of the works. Supply reactivation time following suspension due to non-payment by Users must be no more than 2 working days from the notice of payment, unless differently specified by the User. If the applicant requires supply activation from a date subsequent to the date of completion of the connection works, the latter conventionally coincides with the first working day prior to the postponed date indicated by the applicant. Supply reactivation requests following suspension due to non-payment which are received by the Manager after 6 pm on working days may be dealt with by the Manager as if they were received on the following day. If the User is a holder of a limited, suspended or disconnected point of supply due to non-payment requests activation of a new point of supply, the Manager has the right not to proceed with executing the request until the unpaid bill on the first point of supply has been paid. Payment may be notified to the Manager using the channels available to the public, especially, the telephone assistance service. Together with notification, users must send the receipt confirming payment by email (either a specific email address or other address), by mail or at local help desks.

Supply activation/reactivation Time

Supply activation time 5 working days from definition of contract

Supply reactivation time or takeover without changes to the meter flow rate

5 working days from definition of contract

Supply reactivation time or takeover with changes to the meter flow rate

10 days between the date of entry into the supply contract or reactivation request, and the actual date of reactivation

Supply re-opening/reactivation time for suspension/disconnection due to non-payment

2 weekdays from communication of payment

4.1.4 Supply disconnection time following request by User

This is the maximum time, measured in working days, at the Manager’s disposal to disconnect the water supply, from the date of receipt of the User’s request and subject to User’s particular needs: it is equal to 5 days. Requests for supply disconnection may be submitted by using the free-phone number (call centre), by email or mail after filling in the form that users can download from the Manager’s website or that is available at desks open to the public or on the specific website.

Supply disconnection Time

Disconnection at User’s request 5 working days from request

Supply disconnection times are measured for all disconnection interventions at the User’s request, including those involving the removal of the meter from the point of delivery. In the event that End Users request supply disconnection starting from a date subsequent to the date of request, the date of receipt by the Manager of the request for disconnection conventionally coincides with the first working

page 11 of 27


day prior to the postponed date indicated by the applicant. In cases where the meter is positioned in a place that is not accessible to the Manager, the End User must ensure access to the meter. Transfers are excluded from the measurement.

4.1.5 Transfer time Transfer requests may be submitted by incoming End Users, upon condition that the requests are provided with suitable documentation confirming the ownership or the regular possession or occupation of the real estate unit concerned, according to Law Decree No. 47 of 28 March 2014. The applicant must enter into a new User Contract and pay the deposit and the amount established to cover the administrative fees. When requesting transfer, the new End User must communicate the meter self-reading to the Manager, which will be the last reading for the previous Contract Holder and the first reading for the new holder. If the self -reading does not correspond to the reading communicated by the outgoing End User, the Manager will carry out a check reading within seven (7) working days from the date on which the new End User communicated the self-reading. Consumption billed up to the day of the transfer – which starts from the date of termination of the previous User and from simultaneous opening of the contractual relationship with the new End User – is charged to the previous holder of the supply contract with issuing of a final bill closing the contractual relationship. If the transfer request regards a point of delivery or discharge where supply has been disconnected due to non-payment, or in all cases where the outgoing holder was in arrears, the Manager is entitled:

a) to request the new End User to provide a self-certification pursuant to art. 47 of Presidential Decree No. 445 of 28 December 2000, if necessary together with suitable documentation, confirming non-involvement in the previous debt;

b) not to carry out the transfer until the amounts due have been paid in the event that the Manager verifies that the incoming End User occupied the real estate unit, for any reason whatsoever, which is associated with the point of delivery or discharge in question.

In the event of death of a Contract Holder, the heir or person residing in the real estate unit wishing to transfer the User Contract to him/herself:

a) must submit a specific application by filling in a standard form prepared by the Manager and which may be downloaded from the Manager’s website or collected at local desks;

b) in the application under previous letter a), must indicate the meter self-reading on the date of submission of the application, which must be appropriately validated by the Manager;

c) is allowed to self-certify the information provided to the Manager as laid down by Presidential Decree No. 445 of 28 December 2000;

d) must undertake all of the rights and obligations of the previous holder of the Supply Contract. In all cases of transfer requests, the Manager:

a) carries out the transfer within the deadline provided; b) sends a bill for the balance of the consumption measured up to the date of the request for transfer to

the new holder of the Supply Contract; c) applies the deposit paid by the previous holder to the new holder of the Supply Contract.

No payment, except for the final bill for payment of the balance of consumption may be requested by the

Manager from the person submitting a request for transfer. Transfer execution time is the time lapsing between the date of receipt of the request for transfer and the date on which the new End User’s supply is activated. In the event of transfer regarding Users in arrears, if the Manager exercises the right regarding the request of non-involvement in the debt, the transfer execution time starts from the date of receipt by the Manager:

a) of documentation proving non-involvement; b) of documentation confirming that the sums due have been paid.

Transfer Time

Transfer time and free transfer 5 working days from request

page 12 of 27


4.2 Access to service

4.2.1 Help desks: opening hours for the public

Help desks provide the following services:

- Request for information and clarifications; - Request for estimates for connections and/or repositioning; - Request for connections; - Completion of User Contracts; - Variations made to User Contracts; - Cancellation of User Contracts; - Submission of complaints; - Requests to check meters and pressure levels. Help desks comply with the requirements set out in the RQSII, ensuring a minimum opening time of 44 hours per Province, as described below: Province of Lucca Pietrasanta: Monday to Friday, 8.30 am – 4.30 pm all-day opening, Saturday 8.30 am – 12.30 pm Gallicano: Tuesday and Friday 8.30 am - 12.30 pm, Wednesday 2 pm – 4.30 pm Province of Massa-Carrara Pontremoli: Monday and Wednesday 8.30 am – 12.30 pm. Massa: Monday to Friday 8.30 am – 4.30 pm all-day opening, Saturday 8.30 am - 12.30 pm. Carrara: Monday to Thursday 8.30 am – 4.30 pm and Friday 8.30 am – 1.30 pm. Aulla: Tuesday 2 pm – 4.30 pm, Thursday and Friday 8.30 am - 12.30 pm.

San Marcello Pistoiese: Monday and Thursday 8.30 am – 12.30 pm

The Manager also gives Users the possibility to arrange an appointment at the information desks from Monday to Thursday 8.30 am – 1.30 pm / 3 pm – 6 pm and Friday 8.30 am – 1.30 pm (except for the opening hours of each single desk). The offices and opening hours are published on the Manager’s website and information is updated at any change.

4.2.2 Consultancy service at Public Relations (URP) office

The office offers the following services:

- Requests for information and clarifications; - Submission of complaints; - Dissemination of information material: Service Charter, User Regulation and forms. The Manager provides this service in Viareggio c/o URP offices during the billing period: Tuesdays and Thursdays 2 pm – 5 pm. The opening hours of this service are not included in the calculation of the mandatory hours to be guaranteed to the public as in the case of the help desks under point 4.2.1.

4.2.3 Handling of services by phone. Information service management

The Manager provides a specific call centre for reporting breakdowns and emergencies: “Emergency and Breakdown” free-phone number 800-234567 available 24/7 from landline and mobile.

The Manager provides a specific telephone service for commercial services: Customer Assistance” free-phone number” 800-223377 from landline numbers and 199-113377 from

mobiles, with operators available for 37 weekly hours, with the following opening hours: - Monday to Thursday all-day opening from 8.30 am to 4.30 pm; Friday from 8.30 am to 1.30 pm; The service deals with commercial services, including: - Receiving information concerning new Contracts, changes, takeovers and consumption billing;

page 13 of 27


- carrying out the commercial services directly, according to the specifications of the Manager’s organisational/management model.

The Manager provides a specific call centre where Users can give their meter readings: Self-reading” free-phone number” 800-004200, every day 24/24h, and free from landline and mobile.

The Manager guarantees accessibility times and telephone service levels as provided for in articles 57 and 59 of resolution No. 655/2015 of ARERA:

The telephone service accessibility indicator (SA) is equal to the ratio, in the month considered, between the number of time units in which at least one of the lines is free and the overall number of call centre opening time units with the presence of operators, multiplied by 100, where the time unit is chosen freely by the Manager; the SA indicator is calculated by rounding the first decimal digit.

The telephone service level indicator (SL) is equal to the ratio, in the month considered, between the number of phone calls by End Users that have actually spoken to an operator and the number of phone calls of End Users that have asked to speak with an operator or have been redirected by the automatic systems to an operator, multiplied by 100; the LS indicator is calculated by rounding the first decimal digit.

The values of the standards are the following:

Telephone Service Accessibility Indicator (SA) (general st. lev.)

SA ≥ 90% (10 months out of 12)

Telephone Service Level Indicator (SL) (general st. lev.)

SL ≥ 80% (10 months out of 12)

4.2.4 Electronic handling of formalities

The Manager makes a website available where End Users may find: the Service Charter, User Regulation, opening hours of information desks and telephone service, contact details and free-phone numbers to contact the Manager. The website also has specific windows allowing Users to send complaints, requests for billing adjustments and payment instalments, requests for information, requests for estimates and execution of works and connections, activation requests, disconnection, transfer, takeover, and requests for appointments and for checking the meter and pressure levels.

4.2.5 Payment methods and terms

Bills may be paid: a) At the Manager’s help desks by credit or cash card; b) At post offices; c) At banks (in cash by completing the MAV form, received with the bill); d) By direct debit; e) In other ways indicated by the Manager (supermarkets, etc.); f) Charging on credit card.

4.2.6 Facilitations for vulnerable Users

The minimum facilitations provided are: a) User help desks with special access for the disabled; b) Publication on the Manager website of the Supply Regulation and of the Charter of Services in English (within 3

months from the entry into force of every new revision) and summary of these documents containing the service standards in other languages that are mainly spoken throughout the area, upon any request by Users or Associations;

c) Time reduced at least by half for connections and supply activation/reactivation, in the case of disabled and seriously ill people;

d) Advance notice regarding suspension of the service, in case of non-payment by Users, extended by 15 calendar days in the case of seriously ill people.

page 14 of 27


In order to ensure suitable access to its infrastructures for the disabled, the Manager undertakes to eliminate architectural barriers of any kind and to permanently adjust the premises of the help desks that do not yet comply with the law (with the exclusion of Pontremoli since inside the Town Hall building). The Manager advertises the services and facilitations offered to vulnerable Users by providing information on the bills, in the areas allocated for Users and by using suitable information tools, such as telephone help-lines, media diffusion and through Consumer Associations.

4.2.7 Punctuality bracket for scheduled appointments, maximum time for appointments made and minimum prior notice for cancelling appointments made

The Manager undertakes to comply with the punctuality bracket, i.e. the time period within which the appointment may be scheduled with the User to carry out an inspection or an intervention for the purpose of carrying out the services subject to specific and general quality levels.

When making an appointment, the Manager must set the start and end time of the punctuality bracket for the appointment and undertake to be available at the place and during the period of time agreed upon with the applicant. The Manager is also entitled – subject to the User’s approval – to carry out the service or inspection earlier.

The punctuality bracket for scheduled appointments is 2 hours.

Users guarantee that they are available to receive the Manager for the entire punctuality bracket scheduled with the Manager. The Manager also informs the End User or the person appointed by the End User that should the punctuality bracket not be observed, automatic compensation will be applied.

In the event that a scheduled appointment is cancelled, the Manager must give at least 24 hours prior notice. The minimum prior notice that must be given to cancel an appointment is a general standard, meaning the time lapsing between the moment when cancellation of the appointment is communicated to the End User and the start of the punctuality bracket previously agreed upon.

If the User fails to observe the scheduled appointment without giving at least 24 hours prior notice, the Manager will in any case charge the cost of the inspection.

The maximum time for the scheduled appointment is the time lapsing between the day on which the Manager receives the End User’s request and the day on which the appointment is scheduled, established in 7 working days, including also appointments made for checking the meter. Appointments made beyond the maximum time or at the End User’s explicit request (general standard) are not included.

Requests received by the Manager after 6 pm on working days may be dealt with as if they were received on the following working day.

Punctuality bracket Time

Maximum waiting time 2 hours

Prior notice in case of cancellation 24 hours

Maximum time for scheduled appointment 7 days

4.2.8 Waiting time at help desks and over the phone

The waiting time at help desks is the time between the automatic time message (e.g. queue ticket number) and the operator’s reply. The average waiting time at help desks must not be more than 15 minutes. The maximum waiting time for each single User must not be more than 1 hour.

Waiting time at help desks Time

Average waiting time 15 minutes

Maximum waiting time 60 minutes

The waiting time over the phone is the time lapsing between the User choosing the call operator contact option and the latter’s reply. The Manager is provided with specific automatic detection systems to measure waiting times over the phone. The average waiting time over the phone must be no longer 240 seconds.

page 15 of 27


Waiting time on the phone Time

Average waiting time 240 seconds

4.2.9 Response time to Users’ requests for information The response time to written requests for information is the maximum time measured in calendar days between the date the written request for information is received and the date the reply is sent to the User, as resulting from the Manager’s protocol. The Manager adopts prudential criteria when classifying a written notice sent by an End User; it classifies the notice as a written complaint in all cases when it is not easy to establish whether it is a written complaint or a written request for information or written request for billing adjustment. For classification purposes, reminders or repetitions of the same complaint or written request for information or written request for billing adjustment are not considered, even if received within the maximum time envisaged. The reply contains reference to the written request for information and details of the company contact person to whom any further information may be requested in writing. The response time to written requests is measured for all written requests for information pertaining to the service. The response time to written requests for information is 25 working days.

Should the complexity of the request not allow compliance with the response time established, Users must be informed within 25 working days about the state of progress of their request, of the reason for the complexity and of the period of time needed for submission of the reply.

Response for written requests for information Time

Written requests for information 25 working days

4.2.10 Response time to complaints

The Manager clearly reports in the bills and publishes on its website a postal address, a certified email address or a fax number which may be used for sending written complaints, as well as the minimum information reported below. The Manager must send any written complaints that Users have erroneously sent to another address to one of the above addresses/fax number within 7 working days from when the complaint was received. For the purposes of complying with the specific standard, the Manager calculates the time for providing a reasoned response to the written complaint from the date of receipt of the written complaint at one of the addresses/numbers reported in the bill. The Manager provides a form for written complaints on the home page of its website (which may be printed) or at the information desks. The form must have the following mandatory fields:

a) Postal address, certified email or fax number to which the complaint must be sent; b) End User’s identification data:

I. Name and surname; II. Postal or email address;

III. The service which the complaint refers to (IWS or single services comprising it); IV. User code; V. Address of supply

c) Field for self-reading; d) Field for requesting meter checking.

End Users may also send a written complaint to the Manager without using the form described above, provided that the communication contains the following minimum elements that are necessary for identifying the End User that is submitting the complaint and for sending a reasoned response to him/her:

a) Name and surname; b) Address of supply; c) Postal address, if different from the address of supply, or email address; d) The service which the written complaint refers to (IWS or single services comprising it).

The response time to complaints is the maximum time, measured in working days, between the date the complaint is received and the date the reply is sent to the User, as resulting from the Manager’s protocol. The maximum response time to complaints is 25 working days.

page 16 of 27


Should the complexity of the complaint not allow compliance with the response time established, Users must be informed within 25 calendar days about the state of progress of their complaint, of the reason for the complexity and of the period of time needed for submission of the reply. The Manager must provide a clear and intelligible reasoned response to the written complaint, using everyday language and must provide the following basic information:

a) Reference to the written complaint; b) Details of the name and of the organisational unit appointed by the Manager to provide any further

clarifications if necessary. With reference to written complaints, in addition to the above, the reply must also contain:

a) Documented assessment carried out by the Manager on whether the claim described in the complaint is well-founded or not, together with the regulatory or contractual references applied;

b) Description and timing of the corrective actions implemented by the Manager; c) Following contractual information:

i. The service (IWS or single services comprising it); ii. Type of use; iii. Tariff applied for tariff-related complaints;

d) List of attached documentation

Response to complaints Time

Complaint 25 working days

In the event of a complaint signed by several signatories, the Manager will provide a reasoned response to the first signatory whose details are identifiable. The provisions regarding the specific standard and automatic compensation are applied to the first signatory. If the multiple written complaint is sent from a consumer association, the Manager will provide its reasoned response to the association. The provisions regarding the specific standard are applied to the first signatory while the provisions regarding automatic compensation are applied to the first signatory whose details are identifiable. With regard to several complaints that refer to the same disservice, the Manager proceeds as follows:

a) The Manager must provide an individual reasoned response to each complaint in the event of disservices that affect the reading of billed consumption and of disservices that are not attributable to cases of force majeure or to the liability of third parties with which no specific contractual relationship is held for the supply of goods or services referable to the supply itself; in these cases, the provisions regarding the specific standard and automatic compensation will be applied;

b) The Manager has the right to reply through the press or, where suitable, by sending a communication to the mayors of the interested Municipalities, should the multiple complaints refer to the same disservice attributable to reasons of force majeure or to the liability of third parties with which no specific contractual relationship is held for the supply of goods or services referable to the supply itself, which has generated a number of complaints higher than 0.5% of (end) users served by the Manager, taking into account the complaints received during 10 consecutive working days. In this case, the response provided through the press (at least in a newspaper that is adequately distributed considering the extension of the disservice and on its website) must in any case be provided within no more than 20 working days from the last complaint received during the 10 consecutive working days from the disservice, and for registration purposes it must be considered as a single complaint. In these cases, the provisions regarding automatic compensation are not applied, however if the Manager opts for an individual response, specific standard provisions will be

applied.

4.3 Management of contractual relationship

4.3.1 Billing and meter reading

Staff appointed by the Manager read meters at least twice every year for consumption up to 3,000m3/year, and at least three times for consumption above 3,000m3/year, thus ensuring domestic Users a meter reading period of no less than 150 calendar days in the case of two yearly readings and 90 calendar days in the case of three yearly readings, if the meter is located in an accessible place. If it has not been possible to read a meter, the Manager must leave a paper note informing the user that they

page 17 of 27


have not been able to read the meter and providing self-reading instructions.

page 18 of 27


The Manager issues quarterly bills for Users with annual consumption up to 3,000m3, and bimonthly bills for Users with average annual consumption above 3,000m3. After reading the meter, the amount of consumption of the previous reading is recalculated and adjusted by applying daily consumption brackets. The Manager allows Users to read their own meters thanks to the free-phone number 800-004200 and to the Online Desk accessible at www.gaia-spa.it and APP and the dedicated SMS number 3385009884. Self-reading can be provided at any time; in any case, the Manager reports the recommended period in the bill for the specific User. The Manager may issue advance bills calculated on the basis of the average consumption of previous years or, should this be impossible: provides an estimate of consumption on the basis of the User category. The User has the right to obtain the separate billing of amounts due to reasons other than consumption (e.g. intervention for repairs).

In the event of changes to tariffs, a tariff/per day will be charged from the day they become effective.

For what concerns the integrative social water bonus, the Manager will issue it in the first bill issues starting from the end of the month following the transmission of the list of beneficiaries by the Municipality of the Manager. Failure to respect such times shall entail the issuing of an automatic reimbursement of 10 euro, itemised on the bill.

Billing issue Time

Time lapsing between the last day of the period of reference, or from the day of transfer or disconnection, and the day of issue

45 calendar days

The deadline for payment of the bill is at least twenty (20) calendar days from its date of issue. Payment of the bill releases End Users from their obligations, if paid according to the deadline and in the manner indicated by the Manager. The Manger must guarantee the User the possibility to make instalment payments should the bill issued exceed by 80% the amount of the average charge referred to bills issued in the course of the previous 12 months. In this case, the Manager acknowledges the End User the possibility to request an instalment plan, with instalments that are not cumulative and with a frequency corresponding to that of billing, unless otherwise agreed upon by the parties. Deadline for requesting instalments is fixed at the tenth calendar day following the payment deadline of the relative bill. The sums relative to instalment payments may be increased by: a) deferred interests not exceeding the reference rate fixed by the European Central Bank; b) default interests set forth in current legislation only starting from the due date of the deadline established for the

instalment. Deferred interest cannot be applied if the threshold of 80% of the value of the average charge of the bills issued in the course of the last 12 months has been exceeded due to: a) prolonged periods of suspension of billing due to causes attributed to the Manager; b) the presence of high adjustments deriving from the performance of reading with frequency lower than the one set

forth in current legislation for reasons attributed to the Manager. The bill must indicate the date of issue and the deadline, which cannot be less than twenty calendar days starting from the date of issue of the bill itself.

4.3.2 Billing adjustments

If errors are detected during the billing process – overbilling or under-billing compared to consumption – the Manager may directly correct the errors or may carry out checks and controls at the place of supply. If billing errors are reported by the User, also via the call centre, the Manager may accept the report based on the data provided by the User, or carry out appropriate checks.

http://www.gaia-spa.it/

page 19 of 27


Users must notify any billing errors usually within the due date of payment of the bill. In this case, the payment is suspended until the User receives details about the outcome of the check.

Billing adjustment Time Time for response to written requests for billing adjustments 30 working days from request

Crediting time following billing adjustments 60 working days from request

In the event of billing adjustments:

- if due to billing errors, the Manager will communicate the outcome of the adjustment within the timeframe reported above.

The outcome of the check may be notified via issue of a new bill, which will replace the objected one. In the event that the User has requested direct debiting of the bill, the time needed for any checks and adjustments is influenced by the banking system’s requirements regarding payments and overdues. When billing adjustments lead to a reimbursement, the Manager (subject to communication to be sent to the User) deducts the amount from the payment of the subsequent bills or from any amounts due to the User, even with regard to contractual positions other than those for which the bill is being adjusted. If the amount to be credited is higher than the amount on the bill or the date of issue of the bill does not allow the above deadlines to be observed, the credit must be disbursed to the End User by direct remittance. It is understood that the Manager is entitled to credit the amount due in the first relevant bill, should the amount be lower than fifty (50) Euros. If the bill is correct, the Manager will inform the User of the outcome of the request for adjustment and of the deadline for payment of the challenged bill.

4.3.3 Discounted tariffs for low-income Users

The Manager applies discounted tariffs in relation to the income conditions established by the National directives of ARERA through Resolution 897/2017/R/IDR of 21 December 2017 integrated with AIT resolutions 227/2018/R/IDR and 154/2019/R/COM and Regional, governed by AIT Regional Regulations for the granting of the Integrative social Water Bonus. The Manager informs Users about the availability of these subsidies, by appropriate means, as indicated under subsequent paragraph 6.

4.3.4 Tariff based on household members

Users belonging to the “domestic resident” and “condominium” category may benefit from modulated tariffs depending on the number of family members. In order to benefit from these tariffs, Users must submit a request every year to the Manager in which they self-certify (pursuant to Law 127/1997) the number of household members for the year of the request. Any variations to the number of family members must be communicated to the Manager, through self.-certification, within 60 days of the actual change: the new tariff structure shall come into effect starting on the date of receipt of the self-certification. For single Users with domestic resident type of use, based on what is declared, the Manager will apply the consumption brackets set forth in the current tariff scheme. For condominium Users, communication must take place through the condominium’s administrator or his/her delegated person nominated during the meeting: for this type, the Manager will apply the consumption brackets set forth in the current tariff scheme.

4.3.5 Late payment and non-payment

When at least 10 days have passed since the deadline of the bill, and if the bill has not been paid in the meantime or instalments made, the Manager sends a friendly reminder to the User. If payment still fails to arrive, after at least 25 days following the deadline of the bill, the Manager send the User the formal notice of non-payment. If the Manager is not able to report the date of sending of the formal notice, he/she must deliver the registered letter to the postal service employee within 5 calendar days of the issuing of the formal notice; if these are not respected, they will result in the right to an automatic compensation.

page 20 of 27


End Users whose supply cannot be interrupted cannot be suspended. This category includes public Users whose supply cannot be interrupted (for example schools and hospitals) and Users who benefit from discounted tariffs. End users whose supply can be interrupted can also be limited, suspended and/or disconnected only if the Manager as informed the User through a formal notice and subsequently to the collection of a deposit, and also if the deadlines for payment set forth in the formal notice have expired. For resident direct domestic Users, the Manager must make an attempt at limitation and, in the event of technical impossibility, must communicate it before proceeding with suspending the service. Suspension may be performed only if non-payment is greater that the annual sum for the discounted consumption bracket. Additionally, such services cannot be deactivated except in the event that after the limitation intervention and/or suspension, the seals or the flow valves have been tampered with, or if the Users have honoured their obligations (referred to the 24 months prior to the date of the formal notice) for the recovery of the prior non-payment. If the procedures relative to the management of non-payments are not respected, the User has the right to receive the related compensations. The Manager is obliged to guarantee the User in arrears the possibility to request an instalment plan for the subject of the formal notice having a maximum duration of twelve (12) months, with non-cumulative instalments and a frequency corresponding to that of billing, unless otherwise agreed upon between the parties.

4.3.6 Meter testing

The Manager ensures that meters will be read using suitable tools and with the tolerance limits provided for by applicable legislation. Users may request that their meters be checked together with the Manager’s technicians by contacting the Manager’s help desks either directly or by phone. To perform the test, the Manager makes an appointment with the User who is entitled to attend the test, in accordance with the timeframes reported below, unless otherwise agreed upon. Checking of the meter on a test bench at specialised firms must be agreed in writing with the User because if the test shows that the meter is working properly, the User must bear all necessary costs. The Manager must communicate the results of the test to the User in writing within 10 working days from the check. The time for communicating the results of the meter test is the time lapsing between the date on which the test was carried out at the End User’s premises and the date on which the results are sent to the User, which differs depending on whether the meter needs to be removed to carry out a laboratory test. Communications of test results regarding cases where the User requests joint checks pursuant to article 5 of Italian Ministerial Decree 93/2017 are excluded from compliance with the standards.

The Manager is entitled to replace the meter upon the outcome of the test it has conducted.

Meter testing Time

Meter testing at place of supply 10 working days from request

Testing communication time (on site) 10 working days from testing

Testing communication time (laboratory) 30 working days from testing

If the test results show that the meter is broken or malfunctioning, the Manager replaces it free of charge. The Manager informs the End User of the test result in its response and of the date on which it intends to replace the meter. In the event that the meter is in a place that cannot be accessed by the Manager without the End User’s presence, the Manager must indicate a specific appointment (including date and time) in the communication informing the End User of the need to replace the meter, to which the provisions of scheduled appointments are applied. If the User is probably not available on the date and at the time indicated, he/she may make another appointment within 5 days from the date of receipt of the Manager’s communication. The meter replacement time is the time lapsing between the date of dispatch or of availability to the applicant of the document reporting the test result and date of replacement of the meter. The Manager recalculates the consumption measured incorrectly on the basis of the average consumption of the last 3 years or, failing this, on the basis of the yearly average consumption of similar Users. The amounts calculated on the basis of the new consumption are invoiced in the first relevant bill issued after replacement of the meter.

Meter replacement Time

page 21 of 27


Replacement of meter 10 working days from request

4.3.7 Pressure level testing

Users may request that the network pressure level at the point of delivery be checked.

To perform the test, the Manager arranges an appointment within the maximum time limit reported below.

If the test results show that the pressure value is not included in the limits provided for by law, the Manager must identify the reason for this and notify this situation and any possible interventions to the User.

The Manager must in any case communicate the test results to the User in writing within 10 days from the test. The communication time for notifying the result of the pressure level test is the time lapsing between the date on which the test is carried out at the End User’s premises and the date on which the test result is sent to the End User.

Pressure level testing Time

Pressure level test 10 working days from request

Testing communication time 10 working days from test

4.3.8 Identification and handling of hidden leaks

The scope of application of hidden leaks and the procedure for reconstructing anomalous consumption and identifying the amounts, in addition to the tariffs applied and the debiting methods, are defined in the Integrated Water Service Regulation in force.

5. Service continuity The quality service standards of this chapter regard service continuity and regularity and as such concern the operation of the systems and networks. The timeframes of these standards must be complied with by the Manager. Failure to do so leads to an event of non-compliance with the standard.

In accordance with the RQTI, the following specific standards have been identified for the aqueduct service: Maximum duration of single scheduled suspension, being the time, measured in hours, which lapses between the moment in which a single scheduled interruption occurs and the moment in which the supply is restored for each End User involved. Maximum time for activation of the emergency replacement services in the event of suspension of the drinking water service, being the time, measured in hours, which lapses between the moment in which the single interruption (scheduled or unscheduled) occurs and the moment in which the emergency replacement service is activated, for each End User involved. Minimum notice time for scheduled interventions that entail suspension of the supply, being the time, measured in hours, which lapses between the moment in which each End User is notified and the moment in which the single interruption of the supply indicated in the notice occurs.

Continuity of aqueduct service Time

Maximum duration of single scheduled suspension 24 hrs (point 5.3)

Maximum time beyond which the emergency replacement service must be activated in the event of suspension (scheduled or unscheduled) of the drinking water service

24 hrs

Minimum notice time for scheduled interventions entailing suspension of the supply

48 hrs

page 22 of 27


5.1 Continuity and emergency service

The Manager must deliver ongoing and regular services, without interruptions. Service interruptions may only be ascribable to force majeure, breakdown or maintenance necessary for the correct operation of the systems used and for ensuring service quality and safety. In these cases, adequate and prompt information must be provided to Users. Should an interruption occur, the Manager undertakes to reduce downtimes to a minimum, compatibly with the technical problems that have arisen. If for the above reasons, shortage or suspension of the drinking water service should occur for a period of time longer than 24 hours, the Manager must set up the emergency replacement system.

5.2 Notice time for scheduled interventions

In the event of scheduled interruptions in the supply of water services, the Manager must notify Users at least 48 hours in advance. The notice must contain the duration of the interruption and indications as to when the service will be restored.

5.3 Duration of scheduled interruption

Interruptions scheduled for the aqueduct service cannot last more than 24 hrs.

5.4 Emergency assistance

The Manager provides emergency assistance services and related access to these services 365 days/ year and 24/7. The Manager is appropriately organised to address repairs or scheduled maintenance and respects the following minimum levels:

- Emergency assistance service via the free-phone number “Emergency and Breakdown” 800-234567, available every day 24 hours a day, allowing it to receive warnings or reports promptly;

- The first intervention in hazardous situations is carried out within 2 hours in the event of reports from Public Authorities and 3 hours in other cases;

The time of arrival at the location of the call is regarded as the time – measured in minutes with rounding to the upper minute – lapsing between the start of the conversation with the emergency assistance switchboard operator or with the emergency assistance operator and arrival of the emergency assistance personnel appointed by the Manager at the location of the call. The Manager must guarantee a response time to emergency assistance calls of 120 seconds, regarded as the time lapsing between the start of the response, also with the automatic answering machine, and the start of the conversation with the emergency assistance switchboard operator or the emergency assistance operator, or the conclusion of the call if it is interrupted before the conversation is started.

6. Information to Users

6.1 Access to documentation held by the Manager

Users have the right to access the information, documents and acts held by the Integrated Water Service Manager regarding them. The right of access is exercised in the manner governed by Law no. 241 of 7 August 1990. Specifically, Users have the right to examine documents or acts regarding them and to extract a copy of such documents or acts, subject to the reimbursement of reproduction costs. The request for access must be reasoned and addressed to the Manager who has 30 days time to respond. The User must report the Manager’s refusal or failure to reply to the Tuscan Water Authority during the subsequent 30 days. In order to ensure that Users receive continuous information about how services are provided and about the corporate procedures and initiatives that may be of interest to them, the Manager uses the following instruments (among others:

- The Internet; - Information office;

page 23 of 27


- Consumer associations; - Bills;

page 24 of 27


- Information media (TV, press); - Information leaflets handed out also to consumer associations; - Promotional campaigns; - Visits to company facilities. The Manager undertakes to use these tools to: a) Promote communication channels to allow contact with Users; b) Stimulate the use of Certified Electronic Emails between Consumer Associations and the Manager; c) Disseminate the Integrated Water Service Charter; d) Deliver at the request of Users a copy of the Charter and of the Integrated Water Service Regulation, containing

the main service supply conditions and rules regulating the relationship between the parties; e) Bring the changes made to this Charter and to the Integrated Water Service Regulation to the attention of

Users; f) Set up a consulting service for Users in order to provide information about the User Contracts in force

and, in general, about the commercial aspects of the service (completion of the Contract, transfers, bills, connections). The service may be accessed personally, by phone or in writing. The service is provided through the help desks and free-phone numbers;

g) Carry out information and awareness raising campaigns on water issues; h) Provide information about activities, news and events that Users should become promptly aware of; i) Assure Users about compliance of the water supplied to them with current legal standards and disclose the

indicative characteristic values of the following parameters related to the water delivered:

- Total hardness of water in hydrometric degrees (°F) or in mg/l of calcium;

- Hydrogen ion concentration in 0.1 pH units;

- Fixed residue at 180°C in mg/l;

- Nitrates in mg/l of NO3;

- Nitrates in mg/l of NO2;

- Ammonia in mg/l of NH4;

- Fluorine in m/l of F;

- Chlorides in mg/l of CI.

j) Provide information about how to pay bills and how to read meters. In order to help plan family expenditure, the Manager will provide – on a yearly basis and from time to time – a timetable of the deadlines of bills as well as information about possible instalment payments;

k) Provide information about the composition and variation of the tariff and about tariff variations; l) Annually include information in the bill about meter and pressure testing costs applied by the Manager; m) Provide information about the procedures for submitting complaints; n) Draw up procedures for measuring and reporting consumption with a view to suggesting improvements to Users

on the technical-contractual use of the service; o) Inform Users in writing on the results of the tests conducted on meters and on the pressure level in pipes; p) Periodically disclose the main qualitative and quantitative data on the service delivered; q) Perform periodical surveys to assess the effectiveness of the information provided and the communications

made and to understand Users’ further needs in this field; r) Disclose to Users the content of the “Report on service quality and on assessment of User satisfaction levels”

and the results achieved during the previous financial year as per point 7.2; s) Inform Users, with adequate prior notice, of the measures adopted to address situations of water crisis due to

water shortage and qualitative crisis; t) Inform Users about the performance of the sewerage and water treatment service; specifically, provide

information about the use factors of the water treatment systems, the discharge limits, the quality characteristics of the treated effluent, and the quality and final destination of the treatment sludge;

u) Inform Users, at their specific request, about the effects borne by the receiving water body determined by the treated effluent, also in consideration of the use factors of the systems.

page 25 of 27


6.2 Privacy of data processing by Manager

The Manager undertakes to ensure that Users’ personal data are processed in compliance with the provisions laid down by Legislative Decree 196/2003 “Personal data protection code”, as subsequently amended and supplemented, and by Regulation (EU) 2016/2017 (GDPR).

7. Protection

7.1 Complaint management Users may report to the Manager any breach of the principles and provisions set out in this Charter by submitting a written complaint, personally or through a Consumer Association, or verbally in person at the office indicated by the Manager (the address and phone no. of the office are found in the contract documents). If a complaint is reported personally, the operator receiving it must draw up a specific report that must be signed by the User, to whom a copy is issued. At the time of submission of the complaint, the User must give all available details (name of the official in charge of the procedure and copy of any paperwork) so that the competent office can retrace the procedure. The reply, which must be sent according to the timeframe under paragraph 4.2.7., must contain:

- Reference to the User’s complaint; - Indication of the office or person which/whom the User may contact for further clarifications; - Indication of the reasons leading to the complaint; - Indication of the timeframe within which the Manager will remove any irregularities found; - The description of any corrective actions implemented by the Manager to avoid the repeating of such

situation; - Indication of the possibility to bring the matter before the Conciliation Boards as per the “User protection

regulation”. - The ways to activate out-of-court dispute settlement bodies and the contact details of the Energy and

Environment consumer Help Desk The Manager must keep trace of every complaint submitted, highlighting:

- The date of submission of the complaint; - The author of the complaint; - The date of submission of the reasoned reply; - Reference numbers of the correspondence regarding the complaint; - The solution of the problem and the relevant date; - Whatever else needed to retrace the complaint processing procedure. The Manager prepares and publishes a complaint report on its website at least once a year, comparing previous data and collects any reports and suggestions aimed at ensuring better service quality. The Manager defines an internal complaint procedure that ensures the correct performance of all complaint-related activities, directing them towards the continuous improvement of service quality.

7.2 Assessment of Users’ level of satisfaction

The Manager carries out yearly surveys on Users’ level of satisfaction in order to monitor application of the Service Charter and to improve the quality levels of the services provided. On the basis of the surveys, the Manager undertakes to draw up a yearly “Report on service quality and on assessment of User satisfaction levels” within the month of May and to submit it to the Tuscan Water Authority. The Authority will be responsible for presenting the results of the individual reports in aggregate from to User Associations.

7.3 Reasons for non-compliance with specific and general quality standards

The reasons for non-compliance with specific and general quality standards are classified below:

page 26 of 27


a) Force majeure: unexpected and unforeseeable acts and facts that are not attributable to the Manager and such that make it entirely or partly impossible to fulfil the obligations;

b) Reasons attributable to the User, such as failure by the User to attend an appointment arranged with the Manager for performing the inspections necessary to provide the requested services or for carrying out the services, or for any other circumstance attributable to the User;

c) Reasons attributable to the Manager, regarded as all of the reasons not indicated under previous letters a) and b).

7.4 Rules regulating strikes in the Integrated Water Service. Reference

The Manager, in compliance with the right to strike and in relation to the nature of the service and to the protection of system integrity, undertakes to guarantee the necessary services in accordance with the rules regulating the right to strike in essential public services pursuant to Law 146/1990.

8. Compensation to Users

The Charter sets the general and specific service quality standards that the Manager undertakes to observe, as per paragraph 4. In the event of non-compliance with the specific standards, due to reasons attributable to the Manager and not included in the circumstances referred to in art. 7.3 letters a) and b), Users have the right to automatic and fixed compensation or compensation upon request. The standards subject to automatic reimbursement regard non-compliance with timeframes regarding:

1. Estimates (for water and sewerage connections, for works and which can be standardised); 2. Connections to aqueduct and sewerage systems involving the execution of simple works; 3. Execution of simple water and sewerage works; 4. Supply activation; 5. Supply reactivation (following non-payment and at the User’s request); 6. Supply disconnection; 7. Transfer; 8. Punctuality bracket of scheduled appointments; 9. Response to written requests for information; 10. Response to complaints; 11. Billing issue; 12. Billing frequency; 13. Failure to issue of the integrative social water bonus; 14. Erroneous suspension or disconnection of a User whose supply cannot be interrupted; 15. Erroneous suspension of a resident domestic User; 16. Erroneous limitation, suspension or disconnection in the absence of a formal notice; 17. Erroneous limitation, suspension or disconnection despite the communication that payment was made; 18. Advance limitation, suspension or disconnection compared to the period indicated in the formal notice; 19. Erroneous limitation, suspension or disconnection if the User has requested instalments; 20. Delivery times to the carrier of the formal notice not respected; 21. Friendly reminder not sent; 22. Billing adjustments; 23. Meter testing (intervention, communication of results, replacement); 24. Pressure testing (intervention, communication of results); 25. Service suspension duration; 26. Replacement service activation; 27. Scheduled interruption notice. 28. The maximum waiting time at the help desks has been exceeded.

In the event of non-compliance with the specific quality standards, the Manager will pay automatic compensation to the End User, amounting to thirty (30) Euros, (10 Euro for standards 13, 18, 19, 20, 21), which may be increased by two or three times, proportionately to the time needed to perform the service compared to the standard time required (e.g. if the service is provided in double the time, compared to the standard time, then compensation will be double).

page 27 of 27


The increment in the compensation is not applied in reference to the punctuality bracket, to the standards relative to the billing of the meters, to the lack of supply of the water bonus and to the standards relative to non-payment. In the event of non-payment, the time is calculated from the moment in which the User in arrears has paid the amounts due. In regards to compensation for having exceeded the maximum waiting time at the help desks, by January 1st, 2021, the manager will have adopted a procedure that automatically identifies Users having the right to receive the compensation. In the event of Condominium Users, with regard to service continuity standards (duration of suspension, replacement service activation and advance notice), automatic compensation is calculated for each indirect User. For service continuity standards, compensation is suspended, on an exceptional basis, only subject to authorization by the national Authority (ARERA), following a motivated and documented request by the competent local management authority (Tuscan Water Authority), which the Manager has contacted. Compensation, where not excluded pursuant to paragraph 8.1, is paid to Users by deducting the amount from the amount charged in the first relevant bill or, if this is not possible, by direct remittance, within 90 calendar days from the Manager’s obligation to provide the service covered by the specific standard according to this Charter. Should the amount of the first bill charged to the User be lower than the amount of compensation, the bill will show the User’s credit which will be deducted from the following bills, or will be paid by direct remittance. The reason for the deduction in the billing document will be indicated as “compensation for non-compliance with specific quality levels indicated in the Integrated Water Service Charter”. The following wording must also be reported in the document “payment of compensation does not exclude the possibility for the User to request compensation before the Court for any further damage suffered”.

8.1 Cases of exclusion of the right to automatic compensation

The Manager has no obligation to pay compensation to the User as set forth in this Charter:

- if the non-compliance with the specific quality levels is attributable to one of the reasons referred to under points a) and b) of point 7.3.

- if the End User has already received compensation once in the calendar year (two cases of compensation in the event of service continuity standards) due to failure to comply with the same specific level;

- if it is not possible to identify the End User because the complaint or communication received do not contain the minimum information required.

In the event of non-compliance with the other circumstances specified in the Charter, for the breach of which compensation is not envisaged, without prejudice to further penalties provided for in the Concession Agreement, Users may use the complaint procedure to protect themselves.

8.2 Further protection instruments

If Users are not satisfied with the outcome of the complaint submitted to the Manager, they may resort to the Conciliation procedures governed by the specific AIT Regulation “User Protection Regulation”, published on the Authority’s website. Even the Manager will make the “User Protection Regulation” available on its website, together with the forms to submit a request for an attempt at conciliation. Additionally, the Manager indicates further modalities of activation of the out-of-court dispute settlement bodies and the contact details of the Energy and Environment consumer Help Desk.

Regarding consumption charged to Users, the Manager provides Users with facilitations related to tariffs (as reported under previous paragraph 4.3.3 and as regulated by the “Regulation for the granting of discounted tariffs”) and to the number of family members (as specified under previous paragraph 4.3.4. Users may receive details on discounted tariffs and in general on how to receive information about protection instruments at public help desks, on the Manager’s website or by contacting the “Customer Assistance” phone service 800-223377 (landline) or 199-113377 (mobile). The Manager undertakes to periodically disseminate news about protection instruments in the bills and through leaflets and advertising campaigns.

page 28 of 27


LIST OF CONTENTS

1. INTRODUCTION ............................................................................................................................................... 2 1.1. REVISION AND VERIFICATION PROCEDURE ............................................................................................................................................. 2

2. GENERAL ASPECTS ........................................................................................................................................... 3

2.1 THE MANAGER ...................................................................................................................................................................................... 3 2.2 FUNDAMENTAL PRINCIPLES ..................................................................................................................................................................... 3

2.2.1 Equal and impartial treatment ............................................................................................................................... 3 2.2.2 Continuity and quality .................................................................................................................................. 3 2.2.3 Participation ......................................................................................................................................................... 3 2.2.4 Staff behaviour ..................................................................................................................................................... 4 2.2.5 Clear and comprehensible messages .................................................................................................................. 4 2.2.6 Effectiveness and Efficiency ................................................................................................................................. 4 2.2.7 Sustainability in using water ................................................................................................................................. 4

3. DEFINITIONS .................................................................................................................................................... 4

4. INTEGRATED WATER SERVICE QUALITY STANDARD ................................................................................................. 8 4.1 START OF THE CONTRACTUAL RELATIONSHIP ................................................................................................................................. 8

4.1.1 Estimation time for connections to the aqueduct and sewerage system .............................................................. 8 4.1.2 Estimation time for connections to the aqueduct and sewerage system (simple and complex) and execution time

for simple and complex works (other than connections) ...................................................................................... 9 4.1.3 Supply activation or re-activation time ................................................................................................................10 4.1.4 Supply disconnection time following request by user ..........................................................................................10 4.1.5 Transfer time ............................................................................................................................................. 11

4.2 ACCESS TO THE SERVICE ....................................................................................................................................................................... 12 4.2.1 Help desks: opening hours to the public .............................................................................................................12 4.2.2 Consultancy service at Public Relations (URP) office .........................................................................................12 4.2.3 Handling of services by phone. Information service management ......................................................................12 4.2.4 Electronic handling of formalities ........................................................................................................................13 4.2.5 Payment methods and terms ..............................................................................................................................13 4.2.6 Facilitations for vulnerable Users ........................................................................................................................13 4.2.7 Punctuality bracket for scheduled appointments, maximum time for appointments made and minimum prior

notice for cancelling appointments made ..........................................................................................................14

4.2.8 Waiting time at help desks and over the phone ......................................................................................... 14 4.2.9 Response time to Users’ requests for information ..............................................................................................15 4.2.10 Response time to complaints .................................................................................................................... 15

4.3 MANAGEMENT OF CONTRACTUAL RELATIONSHIP ................................................................................................................................ 16 4.3.1 Billing and meter reading ....................................................................................................................................16 4.3.2 Billing adjustments .............................................................................................................................................17 4.3.3 Discounted tariffs for low-income Users .............................................................................................................18 4.3.4 Tariff based on household members ..................................................................................................................18 4.3.5 Late payment and non-payment .........................................................................................................................18 4.3.6 Meter testing ......................................................................................................................................................19 4.3.7 Pressure level testing .........................................................................................................................................20 4.3.8 Identification and handling of hidden leaks .........................................................................................................20

5. SERVICE CONTINUITY ......................................................................................................................................20

5.1 CONTINUITY AND EMERGENCY SERVICE ............................................................................................................................................... 21 5.2 NOTICE TIME FOR SCHEDULED INTERVENTIONS .................................................................................................................................. 21

page 29 of 27


5.3 DURATION OF SCHEDULED INTERRUPTIONS ........................................................................................................................................ 21 5.4 EMERGENCY ASSISTANCE ....................................................................................................................................................................... 21

6. INFORMATION TO USERS ................................................................................................................................ 21

6.1 ACCESS TO DOCUMENTATION HELD BY THE MANAGER ...................................................................................................................... 21 6.2 PRIVACY OF DATA PROCESSING BY MANAGER...................................................................................................................................... 23

7. PROTECTION ................................................................................................................................................... 23 7.1 COMPLAINT MANAGEMENT ................................................................................................................................................................. 23 7.2 ASSESSMENT OF USERS’ LEVEL OF SATISFACTION ................................................................................................................................ 23 7.3 REASONS FOR NON-COMPLIANCE WITH SPECIFIC AND GENERAL QUALITY STANDARDS ..................................................................... 23 7.4 RULES REGULATING STRIKES IN THE INTEGRATED WATER SERVICE. REFERENCE ................................................................................. 24

8. COMPENSATION TO USERS ............................................................................................................................. 24 8.1 CASES OF EXCLUSION OF THE RIGHT TO AUTOMATIC COMPENSATION............................................................................................... 25 8.2 FURTHER PROTECTION INSTRUMENTS.................................................................................................................................................. 25

Integrated Water Service Quality Charter della... · page 2 of 27 Integrated Water Service Quality Charter 1. Introduction This Integrated Water Service Charter (I.W.S.) was adopted

Documents