A document which significantly qualifies the company's work and which further strengthens consumer protection: A2A Calore & Servizi has adopted the 'district heating quality charter', which is part of a broader framework of attention by the company in towards customers and which constitutes a fundamental part of an approach oriented towards the quality of the service provided.
The important document, drawn up with the Consumers' Associations recognized by the CRCU (Regional Committee for Consumers and Users, see box ed.) of the Lombardy Region, establishes the principles and criteria for the management of the service, ensures the participation of customers recognizing the right of access to information and judgments on the work, establishes the standard times in the various types of intervention and situations, indicates precise references for reports from customers and integrates the contractual documentation.
The Charter of A2A Calore & Servizi - company of the A2A group, leader in Italy in the district heating sector, an activity that it has been planning and managing for over 40 years in the areas of Milan, Brescia and Bergamo - focuses in particular on the fundamental aspects of the service provided to the community : commercial conduct, quality standards, regularity of supply and customer communications.
As regards the commercial relationship with the customer, the company undertakes to provide information relating to its connection estimates and contractual offers in a transparent and complete manner, adopting all reasonable measures to meet the customers' needs and assist them in evaluating such offers. In this context, the training and identification of the commercial personnel of A2A Calore & Servizi is of particular importance.
With regard to quality standards, A2A Calore & Servizi is organized to quickly fulfill customer requests, such as commercial offers, execution of works, activation and termination of supplies, checks, inspections and agreed interventions, as well as requests for information.
The regularity of the supply, ensured by a tested system for monitoring the state of the network and of the production plants, is also guaranteed by efficient technical assistance and emergency services for which the A2A Calore & Servizi Charter promptly indicates the methods and timing.
The Charter explains the various communication channels available to the customer, which substantiate the right to access information relating to the contractual relationship. Finally, a section is dedicated to the chapter on complaint and conciliation procedures.
The founding principles of the Charter
Compliance with quality standards also passes through customer satisfaction, which represents the main and priority objective of A2A Calore & Servizi, the achievement of which means:
• participation: possibility for the customer to request information and make proposals
• courtesy: care in customer relations and attention to their needs
• clarity: attention to the use of an effective communication style
• sustainability: protection of the environment and natural resources, as well as the urban and social context
• efficiency: best technological solutions for the continuous improvement of the service
The Charter is available on the company's website at www.a2acaloreservizi.eu and upon request from the company's Customer Service, by calling the toll-free number 800 912198.
The names involved:
Acu - Adiconsum - Adoc - Adusbef - Altroconsumo - Assoutenti - CittadinanzAttiva - Codacons - Codes - Confconsumatori - Coniacut - Federconsumatori - Consumers' League - The consumer's house - Consumers' Movement - Citizens' Defense Movement - National Consumers' Union.
Attachments: Read the other interesting contents by clicking here http://firstonline-data.teleborsa.it/news/files/1012.pdf
