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Responsibility and safety in the provision of services and products

Ensure safety and reliability in the provision of services and development of emergency management plans aimed at preventing and/or mitigating potential external factors that could compromise the continuity of services.

Performance 2020


million euro/year the turnover for the lots awarded for the safeguard service


play areas (in Milan, Bergamo and Brescia) sanitized during the management of Covid-19 emergency


km of streets (in Milan, Bergamo and Brescia) sanitized during the management of Covid-19 emergency


calls received by the "anti-fraud" toll-free number

Customer satisfaction on the services provided at A2A ENERGIA counters

  2018 2019 2020
Positive 98.30% 98.70% 99.60%
Negative 1.70% 1.30% 0.40%

Total number of users of the municipal hygiene services(thousands)


  • A2A Energia was awarded two lots in the tender to identify the operators of the safeguard service for 2021 and 2022, for a total volume of approximately 700 GWh/year. The lots concern the regions of Lombardy (lot 2) and Tuscany, Marche, Sardinia (lot 4)
  • Numerous concessions for customers in difficult situations linked to the Covid-19 emergency (interruption of suspension of supplies due to arrears, suspended the sending of payment requests; provided for the non-application of interest for late payments)
  • Carried out numerous extraordinary initiatives by Amsa and Aprica to manage the Covid-19 emergency (introduced a new street washing service, extraordinary washing of the play areas in public parks, mobile toilets for the homeless in 13 locations identified by the Municipal Administration of Milan, sanitization of roadside bins by Aprica)
  • Promotion of Bolletta Free, the service available in the Customer Area - on the website - that allows interacting with the bill from any device (PC, tablet and smartphone)
  • Strengthened the "anti-fraud" toll-free number, active since 2012, thanks to the “Acciuffa la truffa” (Catch the scam) project, carried out in collaboration with some consumer associations


Circular Economy
People Innovation
Energy Transition

Business Ethic

Proactively promote a culture of compliance and respect for the main national and international guidelines on ethical issues among the Group's stakeholders.

KPI Year 2020 Year 2022 Year 2026 Year 2030 ID Termine
Employees involved in training on the Code of Ethics 81% >80% >80% >80% 989 935

ICT - Cybersecurity

Infrastructure develpoment and improvement projects of IT platforms and application. Adoption of defence mechanisms and protection against logical, viral attacks.

KPI Year 2020 Year 2022 Year 2026 Year 2030 ID Termine
Achievement Cyber Resilience ISO 22301 certification By 2022 By 2022 By 2022 By 2022 940


Maintain high quality standards of the services supplied by keeping high customer satisfaction levels.

KPI Year 2020 Year 2022 Year 2026 Year 2030 ID Termine
Digital contacts of total customers 21% 30% 31% 37% 987 938
Number of supplies bollett@mail Market BU (k) 1,046 1,496 3,244 4,886 987 938

Sustainable Development Goal


Promote inclusive and sustainable economic growth, employment and decent work for all


Build resilient infrastructure, promote sustainable industrialization and foster innovation


Make cities inclusive, safe, resilient and sustainable

Our concept of sustainability

Find out about A2A Sustainability delving into
the different dimensions of our model.