Satisfaction survey on the quality of written responses to complaints and requests for information in 2021

Information on the processing of personal data pursuant to Regulation (EU) 2016/679

Satisfaction survey on the quality of written responses to complaints and requests for information in 2021

pursuant to Regulation (EU) 2016/679

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

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

Purpose of the data processing

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

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

Basis of lawfulness of data processing

That said, pursuant to the European regulation on the protection of personal data, the processing of information concerning you will be based on principles of correctness, lawfulness and transparency and the protection of your privacy and your rights; personal data are processed by the Authority in the execution of public interest tasks 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 power and gas sales companies will be involved in the survey 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 and in compliance with EU Regulation 2016/679 regarding the processing of personal data, information relating to the purposes of the processing, methods and data retention times, owner and rights of the interested party. Data Controller The Data Controller is the Regulatory Authority for Energy, Networks and the Environment (ARERA), based in Corso di Porta Vittoria, 27, 20122, Milan - email:, PEC:, the Data Protection Officer (DPO), that can be reached at the following address: Regulatory Authority for Energy, Networks and the Environment Personal Data Protection Officer, corso di Porta Vittoria 27 20122 Milan - email:

Data controller

The R.T.I. between IZI SPA and Centro Statistica Aziendale Srl carries out the survey and is controller for the processing of the data necessary to carry it out. The designated subject for data processing is Leni Avataneo, Centro Statistica Aziendale Srl, Via Atto Vannucci 7, 50134 Florence - email:

Arera's contact details and contacts are available in the specific section dedicated to the survey on the website

Data recipients

The personal data collected are processed by staff of ARERA, Lutech S.p.A. as a provider of development, maintenance and operational management services of the technological platforms used and by the personnel of the company in charge of carrying out the survey who act on the basis of specific instructions provided regarding the purposes and methods of processing, limited to the described purposes.

Some data connected to your complaint, subsequently explicitly indicated, by you provided to the seller, will be treated 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, year 2021.

Types of data processed

The data subjected to processing relate to: the person who forwarded the complaint and received the response, the name of the holder of the supply contract to which the complaint refers or the name of his / her delegate, the date of the complaint and its response, the address telephone or e-mail, as resulting from the data held by the seller and relating to the contractual relationship.

Optional supply of data

If you are called for the purpose of carrying 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; the possibility of not giving the aforementioned telephone interview or of not answering the questionnaire remains unaffected. In this case, the investigation will continue with the other subjects in the sample.

Rights of interested parties

At any time you can exercise your rights towards the data controller, in particular, you can ask 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 updating, rectification (right of rectification ) or the integration of data; furthermore, you have the right to withdraw your consent, in whole or in part, for legitimate reasons, to the processing of your personal data, even if pertinent to the purpose of the collection (right to object).

Duration of data processing

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

Right of complaint

The interested parties, having met the conditions, also have the right to lodge a complaint with the Guarantor for the protection of personal data, as the national supervisory authority or to take appropriate judicial offices.