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Electricity and gas distribution

A2A provides its energy distribution and network management service through its subsidiaries A2A Reti Elettriche and Camuna Energia as far as electricity distribution is concerned and through A2A Reti Gas and Aspem for the distribution of gas.
The service is provided exclusively in Lombardy for the distribution of electricity, while gas distribution covers Abruzzo, Campania, Emilia Romagna, Lombardy, Molise, Piedmont and Trentino Alto Adige.

In 2011 A2A managed approximately 8,000 km. of gas distribution network for more than 1,360,000 connected users, and 12,800 km. of electricity distribution network for more than 1,129,000 connected users.
Through the company Retragas the Group also owns 407 km. of high and medium pressure gas transportation network, located mainly in Lombardy (363 km.) but also in Trentino Alto Adige (39 km.) and in Piedmont (5 km.), covering around 70 municipalities.

USERS CONNECTED TO THE DISTRIBUTION NETWORK

USERS CONNECTED TO THE DISTRIBUTION NETWORK

GEOGRAPHICAL DISTRIBUTION OF USERS

GEOGRAPHICAL DISTRIBUTION OF USERS

Contact channels and customer assistance

portale A2A Netgate

The portal A2A Netgate has been created to make communication and access to information easier for the end customer with respect to the distributors A2A Reti Elettriche and A2A Reti Gas.
By means of this portal, the network user has the possibility of accessing the following functionalities amongst others:

  • deactivating supply;

  • reactivating supply after the settlement of arrears;

  • checking supply voltage;

  • obtaining an estimate for new equipment;

  • obtaining an estimate for making changes to equipment.

For users with life-saving electro-medical equipment, A2A Reti Elettriche has introduced a customised pre-warning service in the event of scheduled interruptions.
Work to replace the old electro-mechanical meters with new electronic meters in the province of Milan continued in 2011 (the work has already been completed in Brescia); more specifically, on December 31, 2011, a total of 808,446 meters tele-read by SAP had an active contract (+10% over 2010), representing 96.9% of the electronic meters installed.

Quality of the distribution service

The distribution companies of the A2A Group are ISO 9001 certified and for all their customers guarantee quality and service continuity, safety, respect for the environment, effectiveness and speed of response, in line with the objectives set by the Electricity and Gas Authority.
In situations where there is a shortage of electricity, Terna - Rete Elettrica Nazionale S.p.A. asks the distribution companies to implement a plan of scheduled cut-offs, by rotation, to avoid an overall blackout. Five levels of “severity” are envisaged, depending on the size of the electricity shortage, on the basis of which the number of users involved and the frequency of the cut-offs are based.
The scheduled cut-off plan drawn up by A2A Reti Elettriche, which is structured by day and time bands, may be easily consulted on the company’s website.

Amongst other things A2A has joined in an initiative arranged by the Civil Protection Agency of the Lombardy Region to coordinate the management of emergences amongst operators who run critical infrastructure, such as the electricity and gas distribution networks.
A2A Reti Elettriche prepares three-year and ten-year plans designed to improve the service, renew and develop the network and satisfy additional requests made by users.
The technical quality of the service is monitored in accordance with the rules established by the Energy Authority, which carries out regular compliance checks which have all had positive outcomes. The results obtained in terms of service continuity indicators are published by the Authority annually, and some of these may be found in the sections attached to this report.

ELECTRICITY DISTRIBUTION SERVICE
AVERAGE TIMES FOR CARRYING OUT JOBS

ELECTRICITY DISTRIBUTION SERVICE AVERAGE TIMES FOR CARRYING OUT JOBS

GAS DISTRIBUTION SERVICE
TIME FOR SWITCHING ON GAS SUPPLY

GAS DISTRIBUTION SERVICE TIME FOR SWITCHING ON GAS SUPPLY

Safety of the distribution service

Customers may report any unusual matters or breakdowns in the electricity or gas network by using a toll free number at any time round the clock 365 days a year.
If gas leaks are noticed on plant owned or managed by an end customer downstream from the delivery point, the company may suspend or cut-off the supply to ensure public safety until the end customer has resolved the problem of the leak and documented that the equipment works. In the case that supply is suspended in an emergency situation the request for the supply to be reinstated must follow a specific procedure.

Road work management

The companies of the A2A Group have an operational approach to dealing with digging and network laying that is designed to minimise disturbance to residents. This approach includes, for example, the commitment not to carry out any night work (other than in exceptional cases), to use soundproofed equipment, to provide accurate and capillary information in the areas where the work is taking place and to deal with any complaints or reports from residents and users of the roads in a careful way.
In the case of subcontracted work, external persons other than the subcontractor are engaged to carry out checks on the road works, to ensure an unbiased opinion, with amongst other things the engagement for checking the road works kept separate from the safety coordination engagement (as required by Legislative Decree no. 81/08).

More people protected with gas customer insurance

Anyone using methane gas or any other type of gas provided through urban distribution networks or transport networks automatically benefits from insurance cover against accidents caused by gas, pursuant to Resolution ARG/gas  79/10 of the Electricity and Gas Authority. This cover is valid throughout the whole of Italy and the only items excluded from the policy are: end customers of natural gas with an annual consumption exceeding 200,000 cubic metres under standard conditions for industrial uses, end customers of natural gas with an annual consumption exceeding 300,000 cubic metres under standard conditions for hospital uses and consumers of methane gas for vehicles.
The guarantees provided regard: civil responsibility towards third parties and for fires and accidents that originate in plant and equipment downstream from the gas delivery point (meter). The insurance is arranged by the Italian Gas Committee (CIG) on behalf of end customers.

  • To find out more you can contact the energy consumer desk at the toll free number 800.166.654 or use the method indicated on the website www.autorita.energia.it.