Data and indicators

PRODUCTION
	Unit of measurement	2014	2015	2016	GRI
Production and reserves of hydrocarbons					OG1
Natural gas produced	millions of m³	2,151	1,994	1,924
Crude oil extracted	thousands of barrels	4,161	4,354	4,143
Hydrocarbon reserves	billions of m³	46.2	42.0	40.4
Net electricity production*					EU 2
Edison production	Gwh	17,616	18,481	21,156
Thermoelectric energy	Gwh	11,716	14,073	17,521
- from combined cycles [E]	Gwh	11,716	14,073	16,731
Renewable energy	Gwh	5,899	4,408	3,635	OG3
- hydroelectric energy	Gwh	4,954	3,378	2,494
- wind power	Gwh	894	975	1,090
- electricity from other renewable sources (solar and biomass)	Gwh	51	54	50
Share of energy produced from renewable sources	%	33	24	17
Other purchases	Gwh	78,564	70,952	70,836
*The data regarding the production of electricity were restated following the application of IFRS 11 for 2014 only.
Production of thermal energy from steam sold
Edison production	TJ	8,723	9,260	15,988
Efficiency of the thermoelectric power plants [E]
Average yield of the thermoelectric power plants	%	59	58	59	EU11
Availability factor of the thermoelectric power plants	%	92	85	86
Availability factor of the hydroelectric power plants	%	95	92	92
Availability factor of the wind farms*	%	96	95	97
Average availability factor	%	94	91	86	EU 30
* For wind farms subject to Terna dispatching orders, no mandated turbine shutdowns were considered in availability.

EMPLOYEES
	Unit of measurement	2014	2015	2016	GRI
Number of employees
Employees at 1/1	no.	3,183	3,101	3,066
Incoming	no,	77	87	2,305
- hired on the market	no.	77	87	221
Outgoing *	no.	159	122	422
Employees at 31/12	no.	3,101	3,066	4,949
* The high number of outgoing employees in 2014 was due to the sale of assets/transfer of business units.
Employee breakdown					G4-10
By gender
Men	no.	2,467	2,420	4,043
Women	no.	634	646	906
By geographical area
Italy	no,	2,243	2,221	3,360
Abroad	no.	858	845	1,589
- Egypt	no.	814	798	764
- Norway	no.	24	25	25
- other countries/areas	no.	20	22	800
Breakdown by position
Managers	no.	198	196	231
- women	no.	19	21	29
Middle managers	no.	704	761	839
- women	no.	173	178	198
Office staff	no.	1,616	1,575	2,224
- women	no.	414	426	642
Production staff	no.	583	534	1,655
- women	no.	28	21	37
Temporary staff					G4-10
Temporary staff	no.	44	46	48
- women	no.	29	29	22
Women*					LA 12
Managers	%	10	11	13
Middle managers	%	25	23	24
Office staff	%	26	27	29
Production staff	%	5	4	2
Total	%	20	21	18
Temporary staff	%	66	63	46
* Fenice was included in the reporting scope in 2016 for the first time, affecting the percentage of the Group’s female employees.
Employees by type of contract					G4-10
Permanent	no.	3,071	3,038	4,864
- women	no.	628	639	884
Fixed-term	no.	30	28	85
- women	no.	6	7	22
On-the-job training					G4-10
Apprentices	no.	31	37	49
Internships/short-term entry assignments	no.	18	18	23
Total	no.	49	55	72
Interns and apprentices as a percentage of total staff	%	2	2	1
Part-time staff					G4-10
Employees with part-time contracts	no.	82	86	116
- women	no.	76	78	107	G4-10
Percentage of employees with part-time contracts	%	3	3	2
- women	%	12	12	12	G4-10
Hires					LA 1
Breakdown by age
Under 35	no.	57	60	108
36 to 45	no.	14	17	55
Over 45	no.	6	10	58
Breakdown by gender
Women	no.	24	37	62
Men	no.	53	50	159
Breakdown by geographical area
Italy	no.	58	57	162
Abroad	no.	19	30	59
Breakdown by position
Managers	no.	3	4	6
Middle managers	no.	10	15	9
Office staff	no.	56	49	129
Production staff	no.	8	19	77
Outgoing					LA 1
Breakdown by reason
Resignation	no.	36	41	52
Retirement	no.	37	49	80
Death	no.	5	3	2
Dismissal	no.	-	1	4
Other *	no.	81	28	284
* In 2014, 67 employees left due to the sale of assets/transfer of business units, whereas in 2016, 76 employees left because of the deconsolidation of Hydros.
Breakdown by age
Under 35	no.	39	24	100
36 to 45	no.	54	21	114
Over 45	no.	66	77	208
Breakdown by gender
Women	no.	31	25	83
Men	no.	128	97	339
Breakdown by geographical area
Italy	no.	133	78	236
Abroad	no.	26	44	186
Promotions
From middle manager to manager	no.	12	8	17
From office staff to middle manager	no.	80	46	40
From production staff to office staff	no.	41	45	37
Total	no.	133	99	94
Employee training*
Employees who participated in at least one training course	no.	2,623	2,485	3,626
Employees who received training	%	85	81	73
* 2016 data are not available for certain foreign companies that left the reporting scope during the year.
Training					LA 9
Total hours	no.	101,734	97,106	125,205
- women	no.	24,064	22,092	28,115
- men	no.	77,670	75,014	97,090
Average hours per trained employee	no.	39	39	35
Average hours per employee	no.	33	32	25
- women	no.	38	34	31
- men	no.	31	31	24
Breakdown by position
Managers	no.	7,198	6,105	6,487
Middle managers	no.	26,194	24,310	30,287
Office staff	no.	58,906	53,040	55,331
Production staff	no.	9,436	13,651	33,100
Average hours by position
- managers	no.	36	31	28
- middle managers	no.	37	32	36
- office staff	no.	36	34	25
- production staff	no.	16	26	20
Breakdown by type of training
Quality, environment and safety	no.	25,570	24,783	34,647
Technical training	no.	8,328	7,766	21,160
Institutional - internal training	no.	18,541	21,749	18,268
Specialised - external training	no.	21,734	15,923	22,936
Foreign language courses	no.	23,012	22,786	20,871
Computer training	no.	1,528	1,156	2,288
Conferences	no.	3,021	2,943	5,035
Cost of training
Internal and external training costs (including taxes and mandatory contributions)	in thousands of euros	3,418	3,149	3,511
- funded	in thousands of euros	261	213	518
Cost of labour of trainees	in thousands of euros	3,153	2,899	3,787
Total cost	in thousands of euros	6,571	6,048	7,299
Employees who received an annual review					LA 11
Managers*	%	99	101	96
Middle managers	%	88	86	89
Office staff	%	56	57	66
Production staff	%	39	48	70
Total	%	63	65	73
Total female employees	%	68	72	56
* The 2015 percentage is 101% because the number of managers at the end of the year was lower than the number of managers during the year who received an annual review
Employees in protected categories					LA 12
Disabled employees	no.	99	98	142
Other (e.g., orphans)	no.	23	21	28
Total	no.	122	119	170
Disabled employees as a percentage of total employees	%	4	4	3
Return to work and retention rates after parental leave, by gender *					LA 3
Employees entitled to parental leave	no.	2,243	2,221	3,304
- women	no.	537	545	708
- men	no.	1,706	1,676	2,596
Employees who took parental leave	no.	67	75	108
- women	no.	59	67	90
- men	no.	8	8	18
Employees whose parental leave ended in the year	no.	20	27	39
- women	no.	20	27	32
- men	no.	-	-	7
Employees whose parental leave ended in the year and who returned to work	no.	20	27	39
- women	no.	20	27	32
- men	no.	-	-	7
Total retention rate	%	30	36	36
Retention rate for women	%	34	40	36
Retention rate for men	%	-	-	39
* These data do not include local employees of foreign sites and refer to mandatory maternal leave.
Missed hours of work*					LA 6
Illness	no.	120,548	110,317	233,160
- abroad	no.	19,632	19,446	74,110
- women	no.	n.a.	n.a.	39,225
Injury**	no.	4,890	6,696	11,123
- abroad	no.	3,416	3,368	3,608
- women	no.	n.a.	n.a.	1,179
Maternity	no.	45,984	53,003	56,629
- abroad	no.	8,303	8,968	592
- women	no.	n.a.	n.a.	54,236
Strike	no.	220	-	2,335
- abroad	no.	n.a.	-	-
- women	no.	n.a.	n.a.	30
Employee assembly	no.	17	-	718
- abroad	no.	n.a.	-	-
- women	no.	n.a.	n.a.	4
Paid leave	no.	40,916	51,599	68,399.64
- abroad	no.	1,369	8,878	-
- women	no.	n.a.	n.a.	18,630.23
Unpaid leave	no.	9,943	14,123	19,414
- abroad	no.	414	-	-
- women	no.	n.a.	n.a.	9,783
Other	no.	53,962	98,530	46,842
- abroad	no.	n.a.	360	-
- women	no.	n.a.	n.a.	-
Total	no.	276,480	334,268	414,592
- abroad	no.	33,134	41,019	78,310
- women	no.	n.a.	n.a.	120,298
* Fenice data were consolidated for the entire twelve months of 2016. ** The hours shown include injuries in transit.
Collective bargaining and trade unions					G4 - 11
Employees covered by the national labour agreement	%	100	100	97
Trade union membership rate	%	46	46	32
Disputes with employees
Pending at 31/12	no.	6	6	22
Arose during the year	no.	2	3	20
Concluded during the year	no.	-	3	4
Ratio of basic salary of women to men					LA13
Top Management
Remuneration ratio of women to men (%)	%	n.a.	n.a.	n.a.
Age ratio of women to men (average years)	no.	n.a.	n.a.	n.a.
Management
Remuneration ratio of women to men (%)	%	107	105	103
Age ratio of women to men (average years)	no.	<0.6	<0.9	<2
Professional
Remuneration ratio of women to men (%)	%	93	91	96
Age ratio of women to men (average years)	no.	<3.6	<3.4	<3.5
Office staff
Remuneration ratio of women to men (%)	%	93	91	93
Age ratio of women to men (average years)	no.	<1.1	<1.3	<2
*Production staff
Remuneration ratio of women to men (%)	%	n.a.	n.a.	n.a.
Age ratio of women to men (average years)	no.	n.a.	n.a.	n.a.
*The “production staff” category is not meaningful because of the small number of women. The data do not include local employees of foreign sites or employees of Italian companies not on the centralized payroll system.
Employees by age					LA 12
Younger than 25	%	1	-	1
25 to 35	%	25	24	20
36 to 45	%	29	30	30
46 to 55	%	30	30	31
Older than 55	%	15	16	18
Employees by education*
Elementary school	%	1	1	1
Middle school	%	16	15	19
High school	%	41	41	43
University	%	41	42	33
Other (master, dottorato, ecc...)Other (master, doctorate, etc.)	%	1	1	4
*Fenice’s inclusion in Edison’s reporting scope changed the breakdown of employees by education in 2016.
Average seniority*
Managers	no. of years	17.0	17.7	17.9
Middle managers	no. of years	14.0	14.2	14.2
Office staff	no. of years	14.3	14.8	12.4
Production staff	no. of years	18.3	17.9	11.2
Total	no. of years	14.9	15.3	12.6
* The data for foreign companies are not available.
Employee turnover (resignations)					LA 1
Breakdown by age
Under 35	%	56	37	42
36 to 45	%	25	32	46
Over 45	%	19	32	12
Breakdown by gender
Women	%	22	27	27
Men	%	78	73	73
Breakdown by geographical area
Italy	%	75	78	92
Abroad	%	25	22	8
Breakdown by position
Managers	%	3	5	4
Middle managers	%	17	24	31
Office staff	%	69	49	48
Production staff	%	11	22	17
Breakdown by seniority
Fewer than 3 years with the company	%	33	22	31
3 to 10 years	%	53	61	50
Over 10 years	%	14	17	19
Injuries in the workplace*					LA 6
Injuries in the workplace involving Group employees (>1 lost day, excluding injuries in transit)	no.	9	10	14
- women	no.	-	1	3
- abroad	no.	4	-	4
lost days due to injury (excluding injuries in transit)	no.	398	305	1,046
- women	no.	-	10	87
- abroad	no.	314	56	304
fatalities	no.	-	-	-
Occupational diseases	no.	-	-	-
hours worked	no.	5,407,165	5,243,587	8,637,207
- women	no.	n.a.	1,004,165	1,468,402
- abroad	no.	1,648,386	1,523,614	2,997,261
Group injury frequency rate (for every one million hours worked)	no.	1.66	1.91	1.62
Injury frequency rate for women	no.	-	1.00	2.04
Injury frequency rate for personnel abroad	no.	2.43	-	1.33
Total injury frequency rate (Group + third party contractors)	no.	1.8	2.10	1.96
Group injury seriousness rate (for every thousand hours worked)	no.	0.07	0.06	0.12
Injury seriousness rate for women	no.	-	0.01	0.06
Injury seriousness rate for personnel abroad	no.	0.19	0.04	0.10
Total injury seriousness rate (Group + third party contractors)	no.	0.13	0.11	0.14
Occupational illness rate	no.	-	-	-
Average number of lost days (for each injury)	no.	44.2	30.5	74.7
* Fenice data were consolidated for the entire twelve months of 2016.
Health care*
Medical examinations provided	no.	1,308	1,431	2,637
* Data are not available for the foreign companies. Fenice data were consolidated for the entire twelve months of 2016.
Employees of third party contractors*					G4 - 10
Average full-time equivalent (FTE)	no.	1,248	1,295	2,265
* Fenice data were consolidated for the entire twelve months of 2016.
Days worked by employees third party contractors					EU 17
Construction work	no.	26,321	21,771	86,331
Maintenance work	no.	223,268	237,271	409,496
Total	no.	249,590	259,042	495,827
* Fenice data were consolidated for the entire twelve months of 2016. Data for Fenice’s foreign subsidiaries are unavailable.
Third party contractors’ occupational injuries *					LA 6
Employees of third party contractors participating in health and safety training (out of average FTEs)**	%	56	67	96	EU 18
Injuries of employees of third party contractors (>1 lost day)	no.	4	5	10
hours worked	no.	1,996,717	2,072,334	3,623,297
lost days per injury	no.	569	483	610
Fatalities involving employees of third party contractors	no.	-	1	-
Third party contractors’ injury frequency rate	no.	2.00	2.40	2.76
Third party contractors’ injury seriousness rate	no.	0.29	0.23	0.17
* Fenice data were consolidated for the entire twelve months of 2016. ** Data unavailable for foreign companies.
Spending for safety*
Operating costs	in thousands of euros	6,700.97	7,446.88	9,503.39
Investments	in thousands of euros	3,874.29	3,048.39	11,076.94
Total	in thousands of euros	10,575.26	10,495.27	20,580.33
* Data unavailable for foreign companies.

ENVIRONMENTAL
	Unit of measurement	2014	2015	2016	GRI
Energy consumption for power generation [E]					EN3
Natural gas	millions of Sm³	2,513.14	2,997.25	3,500.20
Coke gas	milioni di Nm³	39.03	-	-
Blast furnace gas	milioni di Nm³	268.03	-	-
Bark	thousands of t	59.40	59.64	62.40
Sludge	thousands of t	19.50	19.43	23.90
Wood chips	thousands of t	76.48	72.18	54.00
Total energy consumption	thousands of GJ	89,847	102,957
Energy consumption for auxiliary services [E]					EN 3
Natural gas	thousands of Sm³	5,240.91	3,900.50	49,265.39
Diesel	t	3,563.36	6,217.84	5,653.54
Fuel oil	t	2,239.00	4,103.00	3,934.11
Electricity purchased from third parties	MWh	143,422.25	121,338.46	135,162.38
Raw material consumption [E]					EN1
Total raw material consumption	t	53,977.74	54,067.43	47,413.06
Water withdrawals [E]					EN 8
Sea and salt water	thousands of m³	529,711	522,175	470,812
River or canal water	thousands of m³	34,147	29,202	39,415
Ground water	thousands of m³	2,278	2,817	3,615
Demineralised water purchased from third parties	thousands of m³	131	88	0.15
Other water resources	thousands of m³	190	214	193
Recycled water (from thermoelectric operations)	thousands of m³	3,546	3,389	5,060	EN 10
- recycled industrial water	thousands of m³	2,852	2,820	4,259
- condensation and steam water purchased from third parties	thousands of m³	693	569	801
Total water resources used	thousands of m³	570,004	557,886	519,095
Recycled water - thermoelectric operations	%	0.62	0.61	0.97
* On 1 August 2016, the Milazzo power station was eliminated from the Edison reporting scope (following its sale).
Flow-through water and biodiversity - hydroelectric operations [E]					EN 12
Turbine water	thousands of m³	17,183,368	13,207,943	12,495,906
Minimum vital water flow (MVW)	thousands of m³	1,370,112	1,377,587	1,006,738
MVW releases	%	7.97	10.43	8
Effluents [E]					EN 22
Industrial waste water produced	thousands of m³	21,802	21,806	7,595
Cooling water*	thousands of m³	537,884	534,501	503,830
Non-industrial waste water	thousands of m³	127.3	499.5	141.3
Total effluents	thousands of m³	559,814	556,807	511,566
-sewers	thousands of m³	3,910	4,057	4,863
-surface water (rivers, canals and seas)	thousands of m³	555,846	552,674	506,656
-ground water (water table, etc.)	thousands of m³	58	76	47
* Variation due to the sale of some plants and to a better calculation of energy consumption for the central Simeri Crich
Reinjected water [E]
Hydrocarbon operations	thousands of m³	14,359	14,169	12,380
CO₂ emissions [E]
Scope I					EN 15
CO₂ from electricity and thermal energy production [E+F]	t	5,277,056	5,955,017	7,767,959
CO₂ from hydrocarbon operations	t	134,974	128,377	142,180
- flaring/ venting	t	8,536	299	1,813	OG6
CO₂ from network leaks	t of CO₂ equivalents	1,636	1,634	1,639
Direct emissions due to other operations - natural gas	t of CO₂ equivalents	6,609	7,478	94,451
Direct emissions due to other operations - diesel*	t of CO₂ equivalents	17,159	19,489	17,720
Direct emissions due to other operations - fuel oil	t of CO₂ equivalents	7,030	270	270
Service car CO₂ emissions	t of CO₂ equivalents	825	682	1,039
Scope II					EN 16
Emissions from the consumption of electricity purchased from third parties**	t	48,395	53,789	59,917
Scope III					EN 17
CO₂ from business travel	t of CO₂ equivalents	2,542	2,316	1,871
CO₂ from waste disposal	t of CO₂ equivalents	9,663	7,585	9,832
* 2016 data include also Abu Qir ** Conversion factors published by ISPRA
Greenhouse gas emissions [E]
Electricity operations
Gross thermoelectric energy produced	GWh	11,934	14,330	17,219,41
Total gross electricity produced	GWh	17,954	18,993	20,855.47
Gross thermoelectric and thermal energy produced	GWh	14,525	16,902	19,775.37
Gross electricity and thermal energy produced	GWh	20,377	21,566	23,417.17
Specific CO₂ emissions from thermoelectric and thermal energy	gross g/Kwh	363.3	352.3	351.4	EN 18
Specific CO₂ emissions from electricity and thermal energy (including renewables)	gross g/Kwh	259.0	276.1	296.7
Specific CO₂ emissions from electricity (including renewables)	gross g/Kwh	295.0	319.0	333.2
Emissions prevented by using renewable sources **	t	1,909,076	1,426,435	1,176,395
SF6 [E+F]	t of CO₂ equivalents	479	503	245
Emission trading scheme (ETS) [E+F]					EU 5
CO₂ produced by under quota plants	t	5,205,674	5,896,163	7,509,426
* 2014 data restated with respect to the previous report for alignment with the updated conversion factors published by ISPRA ** Conversion factors published by ISPRA
Air emissions					EN 21
Total emissions (electric and hydrocarbon operations)
NOx	t	2,308	2,637	4,618
SOx	t	325	177	837
Particulates	t	12	7	106
CO [E]	t	2,166	1,229	1,029
Mercury emissions [F]	t	0	0	0
Waste produced*					EN 23
Non-hazardous waste	t	202,122	61,047	100,556
Hazardous waste	t	2,278	4,492	18,672
Total waste produced	t	204,400	65,539	119,229
- recycled	%	84	61	62
- disposed of	%	16	39	38
* In 2014, extraordinary maintenance was carried out on the Vega platform with approximately 158,000 t of waste produced, 91% of which was sent for recycling. The production of waste, which is mostly ferrous, is due the replacement of deteriorated parts as a result of normal corrosion
Natural gas leak detection [E]					PR 1
Inspected pipes	Km	2,445	2,426	2,379
Existing pipes at the beginning of the year	Km	2,640	2,659	2,659
Inspected grid	%	93	91	89
Total leaks detected	no.	1,079	1,048	1,134
Total volume of leaks	thousands of Sm³	98.77	98.71	99.00
HSE management systems
Sites covered by ISO 14001 management systems
Electricity operations	%	100	100	90
Hydrocarbon operations	%	100	100	100
Sites covered by EMAS management systems
Electricity operations	%	100	100	67
Hydrocarbon operations	%	13	13	13
Sites covered by OHSAS 18001 management systems
Electricity operations	%	100	100	92
Hydrocarbon operations	%	100	100	100
Audits
Internal audits	no.	88	81	101
Third party audits	no.	11	14	31
Total audits	no.	99	95	132
Inspections - Italy [E]
By the local health unit, ARPA (regional environmental protection agency) and the municipal, provincial and regional authorities	no.	13	6	2
Other	no.	6	2	2
Total inspections	no.	19	8	4
Environmental accounting [E]					EN 31
Air and climate protection	in thousands of euros	571.20	585.66	157.20
Water management*	in thousands of euros	30,645.77	31,776.67	31,087.10
Waste management	in thousands of euros	2,383.00	3,142.29	3,009.08
Soil, ground and water table protection	in thousands of euros	3,588.89	3,492.87	3,861.15
Nature and landscape protection and remediation	in thousands of euros	656.78	1,166.78	2,034.27
Research and development	in thousands of euros	1.50	94.97	5.88
Other environmental protection activities	in thousands of euros	4,372.93	4,017.00	2,439.62
Reduction of noise, vibrations and electro-magnetic fields	in thousands of euros	108.97	168.90	705.63
Total expenditures	in thousands of euros	42,329.00	44,445.94	43,299.92
- investments	in thousands of euros	3,592.76	1,930.36	3,622.16
- operating costs	in thousands of euros	38,736.00	42,515.58	39,677.76
- taxes	in thousands of euros	24,949.00	30,469.00	29,953.17
*Amounts include fees to use water for hydroelectric operations.
Significant environmental events
Spills	no.	-	-	-	EN 24
Environmental sanctions					EN 29
Fines paid in the year	€	-	-	7,006.00
Other non-monetary sanctions	no.	-	-	-
Energy efficiency projects					EN7
Energy saved with energy efficiency projects (energy efficiency certificates acquired)	TEP/year	n.a.	2,257.14	1,724.00

CUSTOMERS (at 31.12)
	Unit of measurement	2014	2015	2016	GRI
Total customers	no.	1,224,709	1,113,392	1,041,115
Electricity customers					EU 3
Total	no.	671,466	591,993	537,603
	Gwh	20,409	17,109	11,582
Residential	no.	549,492	489,967	446,919
	Gwh	1,703	1,513	1,218
Business	no.	4,939	7,516	4,098
	Gwh	16,833	14,502	9,325
Small business (SOHO)	no.	117,035	94,510	86,586
	Gwh	1,873	1,094	1,039
Natural gas customers					EU 3
Total	no.	553,243	521,399	503,512
	mil Sm³	5,727	6,033	6,531
Edison Energia residential natural gas customers	no.	413,089	384,564	366,288
	mil Sm³	415	419	354
Edison Energia other natural gas customers (industrial companies and non-industrial wholesalers)	no.	3,804	671	981
	mil Sm³	5,243	5,539	6,112
Total Edison Energia natural gas sector	no.	416,893	385,235	367,269
	mil Sm³	5,658	5,959	6,466
AMG Gas Palermo residential customers	no.	132,495	132,990	132,768
	mil Sm³	50	54	49
AMG Gas Palermo industrial customers	no.	3,855	3,174	3,475
	mil Sm³	19	21	16
Total AMG Palermo gas customers	no.	136,350	136,164	136,243
	mil Sm³	68	75	65
Green energy sold
GO certified energy	Gwh	596	525	797
Electricity service disconnections					EU 27
"Disconnected” customers	no.	65,403	41,499	9,807
Broken down by length of time between disconnection and payment
< 48h	no.	7,589	8,037	5,359
48h-1 week	no.	23,160	19,130	7,767
1 week - 1 month	no.	20,036	12,282	1,347
1 month - 1 year	no.	14,618	2,050	693
> 1 year	no.	-	-	-
Broken down by length of time between payment and reconnection
< 48h	no.	61,595	40,797	9,026
48h-1 week	no.	2,492	1,483	148
> 1 week	no.	1,316	236	71
Monetary value of fines for non-compliance with laws or regulations regarding the supply and use of services
Monetary value of fines in electricity operations	Euro	-	82,000	1,725,000
Monetary value of fines in natural gas operations	Euro	-	-	-
Total	Euro	-	82,000	1,725,000
Contact centre service
Total number of inbound calls	no.	2,762,544	1,665,251	1,265,937
% of inbound calls answered within 30 seconds	%	65.02	69.30	82.59
Complaints rate					PR8
Electricity services	%	2.90	1.07	0.88
Natural gas services	%	2.90	1.07	1.19
Monthly average data	%	2.16	1.10	0.82
New customers
Electricity	no.	161,940	90,275	83,846
Natural gas	no.	78,986	42,826	36,576

SUPPLIERS
	Unit of measurement	2014	2015	2016	GRI
Value and location of supplies
Total value of supplies	in thousands of euros	401,265	374,450	360,305
- suppliers in Italy	%	91.5	80.8	86
- foreign suppliers	%	8.5	19.2	14
% ordered from local businesses	%	5.8	4.4	6.7
Supplier vetting and screening
Suppliers managed on the portal	no.	5,087	4,756	5,076
- approved suppliers	no.	3,237	3,950	3,798
- suppliers approved in the year	no.	367	571	766
Average approval time (register of suppliers and vendor list)	days	83	55	61
Total value of purchases from approved suppliers	in thousands of euros	357,757	335,293	323,544
as a % of total purchases	%	89	90	93
Strategic suppliers (*)	no.	43	37	71
supplies from strategic suppliers as a % of total supplies	%	11	24	7
Suppliers with at least one HSEQ-certified management system	no.	2,645	2,354	2,442
- with ISO 9001 certification	%	99	92	93
- with ISO 14001 certification	%	26	28	29
- with OHSAS 18001 certification	%	15	20	21
(*) Suppliers mapped in the enterprise risk management system
Procurement
Total active suppliers *	no.	2,791	2,662	2,792
- approved suppliers	%	47	46	45
Average length of contractual payment terms	days	70	67	63
Supplies from HSEQ-certified suppliers as a % of total supplies	%	67	71	74
*Suppliers that received at least one order during the year.
Monitoring and rating
Suppliers evaluated during the year	no.	477	357	668
Precautions taken against negative evaluations	no.	24	24	30
Disputes
Pending at 31/12	no.	3	1	1
Arose during the year	no.	2	-	-
Concluded during the year	no.	1	2	-

RESEARCH AND DEVELOPMENT
	Unit of measurement	2014	2015	2016	GRI
R&D personnel	no.	30	30	31
R&D costs	in millions of euros	4.20	4.20	4.20

INTERNAL CONTROL SYSTEM
	Unit of measurement	2014	2015	2016	GRI
Actions taken in response to incidents of corruption					SO 5
Reported incidents of corruption	no.	n.a.	0	0
Dismissed reports due to lack of evidence or false reports	no.	n.a.	0	0
Confirmed reports with disciplinary action taken against employees	no.	n.a.	0	0
Confirmed reports leading to legal action	no.	n.a.	0	0
Total number of legal actions for anti-competitive behaviour, anti-trust, and monopoly practices and their outcomes					SO 7
Legal actions for anti-competitive behaviour	no.	0	0	0
Violations of anti-trust legislation	no.	0	0	0
Violations of monopoly legislation	no.	0	0	0