Lo Consumer desk of the Arera, turns ten. Ten years of information and free assistance to consumers in the electricity, gas and, in recent years, also integrated water and waste services. The Sportello, established at the end of 2009 by the then President of the Regulatory Authority for Energy, Networks and the Environment (today Arera) Alexander Ortis, is managed by Acquirente Unico, the public company that carries out the activity of supplying electricity for families that have not yet opted for the free market.
Approximately have been recovered to date 42 million euros in favor of consumers against more than 5 million of calls received, with a daily average of 2.000, and about 700 problems managed.
I services of the Sportello are: contact center, conciliation service, smart help service (for specific problems in the energy sectors), complaints service, and reporting service. There is also a help desk specifically dedicated to consumer associations and small and medium-sized enterprises. The economic consideration obtained from customers who signed an agreement with the conciliation service was approx 20 million euro.
In the last two yearsfor the electricity, gas and water sectors, in terms of requests for information and assistance, the most active regions were the Lazio (about 213 per 100.000 inhabitants), Abruzzo (about 161 per 100.000 inhabitants) and Liguria (about 155 per 100.000 inhabitants).
For the electricity and gas sector, there were approx 13 thousand requests of support on social bonuses, 44% of which they come from northern Italy (about 6 thousand), while almost 38 thousand those received with requests on the functioning of the market, of which almost half, 49%, come from Northern Italy.
The most discussed topic is that related to billing with approx 3 thousand complaints, center of Italy the most active more than 2 thousand requests (79%).
