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.

All consumer customers can resort to conciliation of the sales companies of the A2A Group (A2A Energia, Asmea, Bas Omniservizi, Aspem Energia).

The procedure can be started only if it has been preceded by the presentation of a complaint that has not received a response within the deadline set by the AEEG resolutions or that has received a response deemed unsatisfactory by the consumer.

The procedure is activated by contacting Adoc.

The conciliation request must be signed by the Customer, using the pre-printed form and delivered, through Adoc, to A2A, complete with the documentation useful for handling the dispute.

The two designated conciliators constitute the Joint Conciliation Commission, they agree on the date of the meeting, which may take place at the company’s headquarters or electronically. The Commission will meet to try to reach a satisfactory agreement for both sides; until the end of the Conciliation procedure (maximum 90 calendar days from receipt of the application), actions aimed at recovering any credit possibly subject to conciliation are suspended.

TYPES OF COMPLAINTS FOR WHICH IT IS POSSIBLE TO RESORT TO CONCILIATION

ELECTRICITY AND GAS SUPPLIES

• reconstruction of consumption following an ascertained malfunction of the meter, pursuant to the resolutions of the Regulatory Authority for Energy, Networks and the Environment (hereinafter ARERA);
• invoices of anomalous amounts compared to the average of the amounts invoiced to the Customer;
• handling of the power reduction, or supply suspension, due to the Customer’s arrears;
• problems relating to the contractual takeover;
• cases relating to the simultaneous billing of the same electricity or gas utility by different sales companies, including problems connected with the Customer’s denial of the signature affixed to the contractual documents;
• failure to pay automatic indemnities due to invoice correction and issuance of the closing invoice not carried out within the terms, pursuant to the provisions of ARERA;
• management of reimbursements, in the event of invoicing in the account, higher than actual consumption;
• deactivation of the meter at the request of the Customer not carried out;
• failure to respect the right of reconsideration;
• unilateral changes to the contract with a term of fewer than 60 days.

INTEGRATED WATER SERVICE CARRIED OUT BY A2A CICLO IDRICO

• All activities related to the service.

INTEGRATED WATER SERVICE CARRIED OUT BY ASVT SPA

• Reconstruction of consumption following An ascertained malfunction of the meter pursuant to the resolutions of the Regulatory Authority for Energy, Networks and the Environment (hereinafter ARERA);
• invoices of anomalous amounts compared to the average of the amounts invoiced to the Customer;
• handling of the power reduction, or supply suspension, due to the Customer’s arrears;
• problems relating to the contractual takeover;
• failure to pay automatic indemnities for failure to comply with commercial quality standards in the execution of services, pursuant to the provisions of ARERA, management of reimbursements, in case of invoices on account higher than the real consumptions;
• deactivation of the meter at the request of the Customer not carried out.

DISTRICT HEATING SUPPLY SERVICE  

• reconstruction of consumption following an ascertained malfunction of the meter;
• invoices of anomalous amounts compared to the average of the amounts invoiced to the Customer;
• handling of the power reduction, or supply suspension, due to the Customer’s arrears;
• problems relating to the contractual takeover;
• management of reimbursements, in the event of invoicing in the account, higher than actual consumption;
• deactivation of the meter at the request of the Customer not carried out;
• unilateral changes to the contract with a term of fewer than 60 days.

GAS DISTRIBUTION SERVICE

• services performed by the company in compliance with the technical and commercial quality of the same, provided for by the regulations and legislation in force;
• periodic survey of the measurements at the dispensing point;
• failure to pay automatic indemnities for failure to comply with commercial quality standards in the execution of services, pursuant to the provisions of ARERA;
• reconstruction of consumption following an ascertained malfunction of the meter, pursuant to the resolutions of the Regulatory Authority for Energy, Networks and the Environment (hereinafter ARERA);
• invoices relating to services carried out by the company, with amounts considered anomalous by the Customer;
• In the presence of a supply contract, the conciliation procedure may, in any case, be activated only subordinately to the impossibility of settling the dispute with the sales company itself.

ELECTRICITY DISTRIBUTION SERVICE

• services performed by the company in compliance with the technical and commercial quality of the same, provided for by the regulations and legislation in force;
• periodic survey of the measurements at the dispensing point;
• failure to pay automatic indemnities for failure to comply with commercial quality standards in the execution of services, pursuant to the provisions of ARERA;
• failure to pay reimbursements for prolonged interruptions, pursuant to the provisions of ARERA;
• reconstruction of consumption following an ascertained malfunction of the meter, pursuant to the resolutions of the Regulatory Authority for Energy, Networks and the Environment (hereinafter ARERA);
• invoices relating to services carried out by the company, with amounts considered anomalous by the Customer;
• In the presence of a supply contract, the conciliation procedure may, in any case, be activated only subordinately to the impossibility of settling the dispute with the sales company itself.

Customers who have an existing natural gas supply contract with Edison for their home can request conciliation, for example, in cases such as these:

Bills of anomalous amounts compared to the average of the previous year;

Payment reminders deemed unjustified;

Delays in issuing balances;

Delays in activating the supply.

HOW TO GET ACCESS TO THE ADR PROCEDURE: THE REQUEST FOR EQUAL CONCILIATION

The consumer can have access to the joint conciliation procedure whenever, after filing a complaint, he has received an unsatisfactory response from Edison Energia, indicating the reason, or has not received any response within 40 days of sending his/her complaint.

The conciliation procedure can be activated directly by the Customer or through Adoc by filling in the appropriate form available on www.edisonenergia.it and at the local offices of the participating Consumer Associations or on their websites. The request can be sent if the Customer, after having sent Edison a written complaint, has not received an answer or does not consider it satisfactory.

In case of a dispute between a consumer customer and Enel, before going to court, conciliation tools that are faster than a trial are envisaged: among these, Joint Negotiation.

This procedure is also an alternative method of resolution to the judgment of disputes and takes place entirely online.

WHO IT IS FOR

Those who have a contract for the supply of electricity or gas for domestic use may use the Joint Negotiation for any dispute that does not exceed the total value of 15,000 euros.

IN WHICH CASES YOU CAN REQUEST IT

The Joint Negotiation can be requested for all anomalies on the supply except in the cases of unsolicited contracts and supply activations, activities of exclusive competence of the electricity and/or gas distributors, tax and fiscal profiles, or in case the statute of limitations have already occurred, in accordance with the law.

“Eni Gas e Luce” customers for gas and electricity in the domestic market have the right to activate the Adr joint settlement procedure. However, it can be activated in the Italian language only after having sent a written complaint and/or a written request for rectification.

IN WHICH CASES YOU CAN REQUEST IT

The procedure can be activated for all disputes attributable to claims within the exclusive competence of “Eni Gas e Luce” relating to the sale of gas and electricity. It is also possible to activate an ADR settlement concerning presumed disservices attributable to the gas and electricity distribution activities. Disputes relating exclusively to tax or fiscal profiles are excluded.

WHEN YOU CAN REQUEST IT

The Customer can have free access to the ADR procedure every time he/she has submitted a written complaint to “Eni Gas e Luce,” and he/she has received an unsatisfactory response, or he/she has not received any response within 50 days of submitting the complaint and in any case that more than 12 months from the submission of the complaint have not elapsed. The conciliation request must have the same dispute as set out in the complaint as its object.

HOW TO ACTIVATE THE ADR EQUAL CONCILIATION

The three methods offered to request conciliation:

• request conciliation by contacting Adoc
• send a request by fax to 06.5988786 providing the following information: surname and name; tax code; supply address; municipality and county; Postal Code; driving license/identity card/passport number; phone number; date of submission of the complaint; reason for the dispute; an indication of the Consumers’ Association chosen.

Before activating the conciliation procedure, you will be contacted by Adoc, which will gain more knowledge about the terms of the dispute and will acquire any further documentation.

TIMES, OPERATION, AND METHODS

The Conciliation Secretariat verifies your application within ten calendar days of its receipt and will notify you in the event of unfeasibility.

If your application is ok, it will be sent to the Conciliation Commission. The Joint Conciliation Commission made up of a conciliator from “Eni Gas e Luce” and one from Adoc, having assessed the admissible application, will discuss the request, and will submit, within the time limits established by the Conciliation Regulations, a proposal to settle the dispute. Within 15 calendar days of receipt of the conciliation proposal, you can decide whether to accept the identified solution or not. In the event of acceptance, the minutes will be effective as a settlement agreement pursuant to article 1964 of the civil code.

As required by the Consumer Code, Conciliation ends in 90 days, which can be extended up to a maximum duration of 180 days.

ONLY FOR THOSE WHO HAVE SIGNED A SUPPLY AGREEMENT WITH “ENI GAS E LUCE” THROUGH THE WEB

Domestic Customers who have signed a gas and/or electricity supply contract with “Eni Gas e Luce” via the Web can make use of the ODR (Online Dispute Resolution) Body qualified to manage disputes for this type of purchase.

All domestic customers who have (or have had) a contract for the supply of electricity and/or natural gas with E.ON Energia can access conciliation; condominiums and small and medium-sized enterprises, with active or discontinued supply, which are entitled to the conditions of more protection for electricity and protection for gas, both in the protected market and in the free market.

Depending on the case, the procedure can be resolved within 90 working days from the date of receipt of the conciliation request.

WHO CAN ACTIVATE THE JOINT CONCILIATION PROCEDURE?

All domestic customers who have (or have had) a contract for the supply of electricity and/or natural gas with E.ON Energia can access the conciliation.

IN WHICH CASES CAN IT BE ACTIVATED?

The consumer can have access to the Joint Conciliation procedure whenever, after filing a complaint, he has received an unsatisfactory response from Edison Energia, indicating the reason, or has not received any response within 40 days of sending the complaint. The procedure must be activated within 12 months of sending the complaint.

HOW DO YOU ACTIVATE THE PROCEDURE?

The Conciliation procedure is activated at the request of the Customer or Adoc by filling in the Conciliation Application.

HOW LONG DOES IT TAKE TO CONCLUDE IT?

The procedure must be completed within a maximum period of 90 days from the date of receipt of the conciliation request, which can be extended for a further 90 days in the most complex cases.

The procedure can be started only after the presentation, by the Consumer or Adoc representing him, of a complaint that has not been answered within the timeframe provided for by the law (where it is in force), and/or by the Service Charters, or for which the response received has been deemed unsatisfactory.

The following disputes are excluded from the procedure:

• disputes relating exclusively to tax or fiscal profiles;
• disputes for which a procedure before the Judicial Authority has already been concluded or has been requested and/or is still in progress, a complaint to the Energy Consumer Branch;
• disputes for which another attempt at conciliation is pending or has been made at the Energy Conciliation Service of the Authority or other ADR body or the dispute is being examined by a judicial body;
• the dispute is futile or reckless;
• disputes for which the statute of limitations has occurred;
• disputes for which the consumer has not submitted the application to the ADR entity within one year from the date on which he submitted the complaint;
• the handling of this type of dispute would risk significantly impairing the effective functioning of the ADR entity.
• Disputes promoted pursuant to articles 37, 139, 140, and 140 bis of the Consumer Code.

Access to the conciliation procedure is free and must be carried out primarily through a Consumers’ Association chosen by the consumer from among those that have signed the Conciliation Protocol. The consumer who autonomously submits the request must accept to be represented in conciliation by one of the signatory Consumer Associations, to which he will confer a mandate of representation.

Once the deadlines for responding to the complaint provided for by the legislation and/or by the Service Charters have expired, or following receipt of a response deemed unsatisfactory, the Customer/user can submit the conciliation request (through the Consumers Association or directly) using the form below and attaching all the documents indicated in the form itself.

If the conciliation request is considered admissible, the conciliators are appointed who, in concert, set the conciliation meeting within 30 days from the notification of adhesion to the required procedure.

The term for the procedure conclusion is 90 days upon receipt of the conciliation request and may be extended for justified needs and for a period not exceeding a further 30 days upon joint request from the parties.