Sustainability report 2007 - Il Gruppo Hera

understanding the Group’s management model, and requested more transparency in
terms of the remuneration to directors and executives, which was not included in the
2006 Sustainability Report. As regards the tariffs, specifically gas and electrical energy
tariffs, he requested that Hera be more pro-active in extending the applications of the
required social tariffs. He also requested that the Report present the average bills for at
least three levels of consumption: single consumer, average household and large
household. On the issue of complaints, he asked for greater description of the
phenomenon, referring to the origin (directly from customers, from consumer
associations, other), the channel of receipt (written, verbal, email, call center) and the
type (connection, estimates, bills, etc.). He thus proposed that the Group take action to
develop settlement procedures and to unify the Service Charters in the various local
areas in which it operates.
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