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The customers and citizens served

in

Identity card at December 31, 2011

A2A operates mainly in Lombardy, but also in other Italian regions and certain European countries

DISTRIBUTION OF CUSTOMERS BY SECTOR
A2A Group
200920102011
Electricity customers
1,052,219 1,036,446 1,023,599
Electricity sold* (GWh)  17,923 20,177 23,646
Gas customers 
1,236,088 1,220,042 1,195,568
Gas sold* (millions of cm)
3,866 4,194 4,005
Water customers
323,464 327,452 277,014
Water provided to users (millions of cm) 110 109 76
District heating customers 21,428  21,939  22,448 
Heat sold  (GWht) 2,672  3,038  2,874 
Municipalities served for environmental hygiene 89  86  86 
Waste collected** (thousands of tonnes) 1,857  1,942  1,967 
Waste disposed of (thousands of tonnes)
2,657  2,763  2,626 
* Further information on the various business sectors may be found in Chapter 1 pag. 11/12. ** Energy and gas sold to wholesale and retail customers. *** Waste collected means urban waste collected for the environmental hygiene service, and special waste collected with services charged by Amsa and Aprica.

Highlights 2011

  • New programme designed to circulate the “Guide to reading your bill”.

  • Agreement with 4 consumers’ associations to set up the observatory on unfair commercial practice.

  • Positive ratings for A2A in the measurement of customer satisfaction levels compared to its main competitors: positions always between 1st and 3rd place.

  • District heating in 2011 prepared a significant development plan (see also the chapter on environmental sustainability).