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A2A and the Confederations of Small and Medium Enterprises sign a protocol of understanding on the Joint Settlement Procedure

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A2A, Casartigiani, CNA, Confagricoltura, Confapi, Confartigianato Imprese, Confcommercio Imprese per l’Italia and Confesercenti have signed an important joint settlement agreement, putting into practice the desire expressed in this respect by the AEEG - the Electricity and Gas Authority. The procedure in question will act as an out of court tool for resolving certain types of dispute which have not been settled by previous complaint procedures, and which relate to the supply of electricity and gas on both the protected and free markets and arise between business customers belonging to the Confederations and A2A Energia S.p.A., the single sales company of the A2A Group.

A distinctive feature of the procedure is its swiftness and informality and the ease by which it may be accessed and carried out.

The settlement procedure may be activated for disputes relating to assessments, contestations and the management of problems arising from the supply of electricity or gas, such as: the reconstruction of usage following the ascertained malfunctioning of a meter pursuant to the resolutions of the Electricity and Gas Authority; contestations relating to issues connected with the billing of usage, the management of a reduction in power or the suspension of supply for disputed payment arrears by the customer; the request for the deactivation of a meter by a customer which has not been carried out; and the management of problems connected with the issuing of bills.

The Settlement Office is staffed by qualified operators from A2A and the Confederations who have attended specific training courses, a necessary requirement for this qualification to be recognized.

Staff involved in managing the settlements are required to act in an impartial and neutral manner to encourage a compromise which is acceptable to both parties to be reached. Any measures being taken by A2A Energia S.p.A. to collect the receivable under dispute are suspended for the entire period of the settlement process. The introduction of the procedure at a national level will be preceded by a trial period of 12 months, at the end of which A2A and the Confederations will be entitled to check its effectiveness and agree any changes which may be needed. The aim of the agreement, which has already been tested on similar occasions, is to improve the relationship between small and medium enterprises and energy suppliers under the customer satisfaction principle.