In compliance with Article 37 of the Integrated Sales Quality Text (TIQV), Annex A to Resolution 413/2016/R/COM of the Regulatory Authority for Energy Networks and Environment (as amended and supplemented), the specific and general levels of quality of natural gas and electricity sales service for the year 2023, as well as the automatic compensation provided in case of non-compliance with these levels, are hereby announced:
Levels of sales service quality
With reference to specific quality levels, compensation is not paid:
- if the written complaints are related to prolonged or extended interruptions in accordance with Article 53, Section 53.6 of the TIQE;
- if the end user has already been paid compensation for failure to meet the same specific level in the same calendar year;
- if the complaint submitted by the end user does not contain the minimum necessary information (first and last name; supply address; postal address, if different from the supply address, or telematic address; service to which the written complaint relates).
The automatic compensation is paid in the first available invoice. In the event that the amount of the first billing is less than the amount of the automatic indemnity, the billing shall show, in favor of the client, a credit which will be either deducted from subsequent billings until it is exhausted or paid by direct remittance.
Again in compliance with Article 37 of the Integrated Sales Quality Text (TIQV), Annex A to Resolution 413/2016/R/COM of the Regulatory Authority for Energy Networks and Environment (as amended and supplemented), the following data are reported on the degree of compliance with the standards for the year 2022: