How do you navigate the electricity and gas market and increasingly protect your consumer rights? The answers to these questions can all be found in the "Charter of Responsibility", the guide that Hera Comm, the commercial company of the Hera Group, has created to protect the rights of its customers and meet their needs.
Presented in preview to the Consumer Associations, the protocol will be tested for six months, a period at the end of which the Associations themselves will be able to notify Hera of the opportunity for any corrections.
The Charter is available on the Hera Comm website and at the main customer branches in the area and will be distributed to consumer and trade associations.
A compass in the energy market
The document clearly and simply illustrates the process that from production and distribution leads to the sale of electricity and gas, the liberalized markets and the enhanced protection service. Magnifying glass also on the organization of the Hera Comm sales network and, in particular, on the commercial conduct adopted by the agencies operating on behalf of the company, with precise references to the checks on the contracts concluded, on their formal and substantial correctness and on the authenticity of the signature. There is no shortage of further details dedicated to the most important customer relationship issues: the procedure for activating contracts, billing methods, the bill (reading, deferred payments, criteria for accessing the electricity and gas bonus), advice for energy saving and, finally, self-reading, which allows you to receive bills calculated on actual consumption.
What changes for the customer with the Charter of Responsibility
To the protections defined by the Authority for Electricity, Gas and the Water Service, Hera Comm – which has always been attentive to the rights of its customers – has decided to add others, contained in the "Self-Regulation Protocol" included in the Charter.
Among these, the sending of the confirmation letter to new customers both in the case of contracts concluded remotely (telephone and away from business premises) and in the case of contracts concluded at Hera Comm offices, such as Customer Service counters.
Correctness and transparency to protect the customer
“While the sales companies multiply, creating a real commercial jungle, the most important added values become service and customer protection - explains Cristian Fabbri, CEO of Hera Comm - This is why we chose to adopt this protocol: because in addition to the quality of services and offers, we have always considered it important to guarantee customers, in concrete terms, fairness and transparency. In this sense, the Charter of Responsibility, which contains important information for orientation in the energy sector and additional protections to those envisaged by the Authority, is part of the Hera Group's broader commitment for the continuous improvement of dialogue with its customers”.
