Contractual and Technical Quality of Waste Services: Del. 15/2022 ARERA

With resolution 15/2022/R/rif of 18 January 2022, ARERA introduces the Consolidated Text for the regulation of the quality of the Urban Waste Management Service.

The new provisions introduce a set of contractual and technical quality obligations, minimum and homogeneous for all managements, alongside quality indicators and related general standards differentiated by regulatory Schemes, identified in relation to the actual starting quality level guaranteed to users in the different managements.

The new minimum standards will come into effect from 1 January 2023, but the competent territorial bodies will have to choose by 31 March 2022 one of the four regulatory schemes provided for, based on the actual starting service level, identifying any costs associated with compliance with the obligations within the Economic and Financial Plan (PEF) 2022-2025.

The objective of improving waste management services and aligning the different territorial dimensions towards common and uniform national standards must, in fact, take account of the different starting characteristics, applying principles of gradualism, asymmetry and economic sustainability.

Contractual quality indicators

1. service activation request response time;
2. Response times for service variation and termination requests;
3. Collection equipment delivery time;
4. response time for reasoned written complaints;
5. response time for written requests for information;
6. time limit for justified responses to written requests for correction of amounts charged;
7. Average waiting time for telephone service;
8. time for reimbursement of amounts due;
9. on-demand waste collection time;
10. Response time in the event of a report of service disruptions;
11. Harvesting equipment repair time.

The technical quality indicators

1. punctuality of collection and transport services;
2. spreading of non-overfilled street and proximity collection containers;
3. duration of the interruption of collection and transport services;
4. punctuality of street sweeping and washing service;
5. duration of the disruption to street sweeping and washing services;
6. Estimated time of arrival at the scene of the emergency call.

With regard to Technical Quality, the continuity and regularity of the service will be relevant, for which All management bodies shall map the street/proximity collection containers and prepare a programme of collection, transport, street sweeping, and street cleaning activities. which provides for each road/street the indication of the date and time slot for carrying out the service. The standards, such as the duration of interruptions, the punctuality of the collection and transport service and/or street sweeping and washing, will be variable based on the initial conditions.

The data quality, both technical and contractual, will have to be published by the operators on their own websites and may also be published on the web by ARERA (with the aim of transparency, already applied in the water and energy sectors) to allow citizens to verify performance in their own areas and compare it with other regions.

All details in the attached datasheet

What changes for users?

Access to further payment instalment plans (for instalments with a minimum amount of €100) is limited to certain categories of users (based on a specific request made by them):

• users who declare themselves to be beneficiaries of the social bonus for economic hardship provided for the electricity and/or gas and/or water sectors
• further users who find themselves in difficult economic conditions, identified according to the criteria defined by the ETC
• if the amount charged exceeds the average value of the collection notices issued over the last two (2) years by 30%

Contact us for more information on 3486185167 or at commerciale@sikuel.it

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