Our stakeholders and the material themes

For us, the geographic areas and local communities are the ideal place for consolidating the social usefulness of our business. Maintaining constant and active dialogue with the reference communities, at all levels, is fundamental to efficiently implementing our growth and sustainable development plans.

In particular, we pursue the commitment in geographic terms through fair cooperation and transparency with local institutions, with other energy sector operators and with the consumer associations, so as to best satisfy the needs and expectations of our service users. In addition, we actively participate in initiatives promoted by the trade associations, so as to intercept the claims and interests of the industrial chain and to construct a sound, qualified network of business with which to interact and share good practices.

One of our main goals is to continuously improve the service provided to end users, with whom we have direct and indirect relations, working alongside the sales companies. We therefore believe it is important to improve the tools and procedures made available to sales operators: for example, from April 2018 we renewed GasOnLine, one of the first applications for the exchange of information between gas distribution operators, simplifying access to the various functions and news on issues of common interest.

We have identified the categories of stakeholders that affect the company's ability to implement the strategy, and that may be significantly involved in the company's activities.

We have also worked on creating MyItalgas, a portal dedicated to end customers, to simplify access to the services we offer. On this basis, customers will be able to consult their user data (PdR redelivery point, meter serial number, etc.), check the progress of their meter readings and request quotes for work to build, modify or remove the system. The MyItalgas portal will be gradually enriched with additional features related to complaints and appointment tracking.

To support the safety and quality of the service we offer to end customers, we have activated two free phone numbers citizens and users can contact according to their needs:

• The Emergenze Pronto Intervento Gas (Gas Emergencies) free phone number 800 900 999 is active 24/7 throughout Italy and for all the municipalities the Italgas Group distribution companies serve. Upon receipt of a report, the operators give initial instructions on what steps to take based on the situation and, at the same time, immediately dispatch the Emergency Unit.
• The Contact Center service, which aims to integrate all contact channels into a single system, is managed entirely with internal resources and is based in Italy. By contacting the free phone number, users can change their appointment for meter replacement, obtain information on gas distribution and general information. The Contact Center service also addresses the sales companies that work with Italgas.

We consider our human resources to be the highest-value asset of the company. This is why we look after our employees and encourage them to become the company’s voice and image in our operating areas, taking the vision and values of the group to customers and becoming the enablers of new innovation processes.

We have updated and enriched our corporate intranet to make it a tool accessible to all and contribute to greater internal dissemination and sharing of information on strategies, programmes, relevant initiatives and outcomes. We have recently added a new section entirely dedicated to sustainability.

We consider full and prompt disclosure to the financial community, analysts and investors to be a strategic level in creating value.

Even if the greatest interest is in the financial performance and strategy of the group, the non-financial aspects, such as the corporate governance methods, environmental impact and reputational risk, are also disclosed and shared in the dialogue. Such information, in fact, can be added value for the financial community and our shareholders, an important percentage of which are SRI (Sustainable and Responsible Investment) investors, who base their investment decisions on ethics principles and on the analysis of non-financial variables. At the end of 2017, SRI investors and funds represented around 6% of the total shareholders and approximately 12% of Italgas’ institutional investors.

In 2018 investors and analysts were involved in various business activities such as:

• Periodic financial reports;
• Shareholders’ meeting;
• Roadshows;
• Completion of questionnaires aimed at assessing sustainability performance.

In recent years we have been working hard to strengthen our involvement with our suppliers because we recognize the importance of building lasting relationships and that trust leads to greater benefits. That's why, in 2018, we organized ten engagement initiatives involving 258 suppliers.

In 2018 Italgas had 1,351 active suppliers and 869 contracts signed. Of the total, 99% of the value of the proceeds
comes from Italy, and particularly from Lombardy, Lazio, Calabria, Veneto and
Sicily.

Relations with public institutions are fundamental to remaining constantly updated on legal and regulatory developments at national and European level and, consequently, to proper and efficient business operations and development. Given the highly complex sector, in addition to ensuring that good institutional relations are maintained, internally we cultivate specific expertise and, with regard to legislative monitoring, we also rely on qualified agencies in the sector that notify management of the most significant regulatory changes.

Our most important point of reference is the Italian Regulatory Authority for Energy, Networks and Environment (ARERA), responsible for regulating the entire natural gas distribution sector, calculating and updating the tariffs, providing rules for access to infrastructures and for distribution of the related services.

The relationship we have built with ARERA and, in more general terms, with all the national and international public institutions, is based on values such as transparency, fairness and professionalism (already included in our Code of Ethics) and on a willingness to cooperate and proactively contribute to building a clear, transparent and stable regulatory framework to encourage the sustainable development of the gas system.

It is in this spirit that we decided on voluntary inclusion in the European Commission’s Transparency Register, in the Ministry for Economic Development’s Transparency Register and in the Register of Interest Representatives kept by the Italian Chamber of Deputies.