The protocol was signed by the water sector companies Acea Ato 2 and Acea Ato 5, and by those companies in the energy and distribution sector, Acea Energia and Areti.
For which cases can it be activated?
Credit management: failure to renew contract payments – installment payments not arranged – failure to give/delayed notice and/or posting due to arrears – failure to reimburse
Invoicing (which does not involve invoice rectification): no meter reading – non-decriminalization (hidden losses) – non/delayed delivery of bills – tariffs/fees/deposits
Services: failure to respond to complaints and/or requests for invoice rectification – delays in agreed appointments – lack and/or delay in the performance (connections, estimates, etc.) – inefficiencies of the contact channels (call center; branches) – staff behavior
Quality of service: water interruption – water quality – disservice on sewers and purifiers
Excessive performance/insufficient pressure in dispensing – works not performed in a professional manner.
How can you activate a conciliation procedure?
To start the conciliation procedure, it is necessary that the domestic Customer has previously submitted a written complaint to which the company has not responded within 50 calendar days of receipt or the answer is deemed unsatisfactory by the Customer.
In such cases, the Customer can submit an application to the Conciliation Secretariat assisted by Adoc, which will intervene on his behalf.
Contact Adoc (to find the Adec office closest to you, visit the page “where we are”), who will prepare the paperwork. The entire procedure will take place online.
Duration and costs of a conciliation procedure
The procedure must, in any case, be completed within 90 days of receipt of the conciliation request.
For information on the joint settlement of the other Acea Group companies, consult the reference pages of Publiacqua, Gori, Acque, Acquedotto del Fiora, Umbra Acque.
For Acea Crea Gestioni and Gesesa, contact the companies through the contact channels dedicated to customers.