Quality in Acea
The ACEA Group’s commitment takes the form of careful management of the aspects which arise in dealings between the company and the various external and internal stakeholders, with particular attention to dealings with customers.
Since December 1994 Acea, among the first public companies in Italy, has applied the Prime Ministerial Directive of 27/2/94 "Principles in the supply of Public Services" and has specifically adopted the so-called "Service Charter" as a genuine code of self-conduct which envisages, among other things, the application of monetary fines in favour of customers in the case of particular failings.
Customers represent the main stakeholder of the ACEA Group which, in this sense, is committed to improving the services offered, to meeting customer needs and to ensuring simple and transparent communication.
For this reason, ACEA SpA has adopted a quality policy and a process management system in compliance with ISO 9001:2000.
Some Group companies have also adopted a Certification System in compliance with ISO 9001:2000; the list of certifications obtained is set out in the Sustainability Report.
Acea constantly and carefully monitors:
the quality perceived by customers, through customer satisfaction analyses;
the quality supplied, measured by means of the service charter for the water sector, and the quality levels (commercial quality and in terms of continuity of service) envisaged by the Electricity and Gas Authority for the electricity market.