Privacy Policy

INFORMATION ON THE PROCESSING OF PERSONAL DATA "SATISFACTION SURVEY ON THE QUALITY OF WRITTEN RESPONSES TO COMPLAINTS AND REQUESTS FOR INFORMATION 2019"

                                               pursuant to Regulation (EU) 2016/679

Law 481/1995 and subsequent amendments, among the tasks assigned by law to the Regulatory Authority for Energy, Networks and the Environment (ARERA), provides for the carrying out of opinion polls on customer satisfaction and the effectiveness of services (art. 2, paragraph 12 , letters i), l), en) and paragraph 23) to periodically verify the quality of the services and their effectiveness through customer evaluation.

ARERA with the Integrated Text of the regulation of the commercial quality of electricity and natural gas sales services (annex A to resolution 413/2016/R/com and subsequent amendments) has provided for the carrying out of an annual survey on quality of written responses to complaints and requests for information from customers of the major electricity and gas supply companies, instrumental to the exercise of the powers conferred by law 481/1995.

In particular, the satisfaction survey aims to collect the evaluations of end customers in relation to the quality of the responses received from their electricity and gas suppliers following the submission of a written complaint or a written request for information.

The survey will be carried out by re-contacting by telephone a sample of customers who have received a written response to a complaint or a request for information or by sending an online questionnaire to the customers and their delegates who they used to present the complaint or request . The results of the investigation will be made public anonymously, in compliance with the confidentiality profiles indicated by the legislation in force, within the Annual Report on the handling of complaints and the resolution of disputes of electricity and natural gas customers.

The customer is informed in advance of the possibility of being contacted to participate in the investigation by an information included in the response to the complaint or request for information that he may receive from his energy or gas seller.

Having said this, pursuant to the European Regulation on the protection of personal data, the processing of information concerning you will be based on the principles of correctness, lawfulness and transparency and protection of your privacy and your rights; personal data are processed by the Authority in the execution of tasks of public interest or in any case connected to the exercise of its public powers, and necessary for the execution of the tasks entrusted by law 481/1995 et seq. mm.

Some electricity and gas sales companies will be involved in the investigation and will be required to participate in the survey.

In fulfillment of the obligations established by the aforementioned Integrated Text (available on the Authority's website www.arera.it) and in compliance with EU Regulation 2016/679 on the processing of personal data, information is provided relating to the purposes of the processing, methods and times for storing the data, owner and rights of the interested party.

1. The Data Controller is the Regulatory Authority for Energy, Networks and the Environment (ARERA) with registered office in Milan, Corso di Porta Vittoria 27, 20122. The research company Research Hub Srl carries out the investigation and is responsible for processing the data necessary to carry it out. Contact details and contact details are available in the specific section dedicated to the survey on the website www.arera.it. The personal data collected are processed by ARERA personnel who act on the basis of specific instructions provided regarding the purposes and methods of processing described above.

2. Some data connected to your complaint, subsequently explicitly indicated, provided by you to the seller, will be processed temporarily, even electronically, to the extent strictly necessary for carrying out the satisfaction survey on the quality of written responses to complaints and requests for information 2018. The data processed concerns: the person who forwarded the complaint and received the response, the name of the owner of the supply contract to which the complaint refers or the name of his delegate, the date of the complaint and its response, the telephone number or email, as resulting from the data held by the seller and relating to the contractual relationship.

3. If you are called to carry out the telephone interview, and you consent to it, or if you receive a questionnaire via e-mail, the data acquired during the survey will also be processed; without prejudice to the possibility of not giving the aforementioned telephone interview or not answering the questionnaire. In this case the investigation will continue with the other subjects forming part of the sample.

4. At any time you can exercise your rights towards the data controller, in particular, you can request to know the existence of data processing that may concern you (right of access); will be able to obtain without delay the communication of the same data and their origin, the cancellation (right to be forgotten), the transformation into anonymous form or the blocking of data processed in violation of the law, as well as the updating, rectification (right of rectification ) or data integration; furthermore, you have the right to withdraw consent, in whole or in part, for legitimate reasons, to the processing of personal data concerning you, even if pertinent to the purpose of the collection (right to object).

5. Deletion of the data used for the purposes of the investigation: the Authority, at the end of the investigation after the delivery of the results and the control of the same and any checks required by current legislation, will delete all the data files made available by the companies of sales.