We maintain a transparent relationship with our customers and consumer associations in the areas where we operate, offering free procedures to quickly resolve disputes related to the supply, sale, and distribution of electricity, gas, and water.
To resolve disputes with customers, the companies of the Acea Group offer two types of Joint Conciliation:
1. Conciliation with the Acea ADR Body: a procedure managed by an independent, specially designated body.
2. Conciliation with ARERA: a procedure involving the Regulatory Authority for Energy, Networks and the Environment (ARERA).
If you experienced an issue with one of the Group’s companies, attempting conciliation is mandatory before taking legal action. Before turning to ordinary justice, you must initiate one of the abovementioned conciliation procedures.
If you have encountered a problem with the supply or distribution of electricity, gas, or water, and your complaint did not receive a response or was not resolved, you can initiate the ADR (Alternative Dispute Resolution) conciliation procedure.
It is a way to resolve disputes between consumers and the companies of the Acea Group. It is an out-of-court procedure based on shared rules agreed upon by Acea and the consumer associations that have joined the ADR Protocol, in line with the provisions of the Consumer Code (Legislative Decree 130/15, Article 141-decies).
The ADR Body Acea SpA - Consumer Associations manages the procedure. It is an independent body registered on ARERA’s list (Regulatory Authority for Energy, Networks and Environment).
The Body consists of:
A Joint Guarantee Body;
A Conciliation Secretariat;
A Conciliation Commission (formed for each procedure).
Accessing ADR Conciliation is simple and free of charge.
To find out more, you can:
Visit the dedicated website
See Frequently Asked Questions (available lower on this page).
Joint conciliation enables disputes between consumers and companies to be resolved quickly. It is based on rules established through agreements between consumer associations and the companies themselves. The Conciliation Commission consists of two conciliators: one representing the company and one representing the consumer.
The procedure is voluntary, and upon agreement, the consumer can either accept the proposed solution or proceed to ordinary justice. To initiate conciliation, the consumer must first submit a complaint to the company and wait 40 days for a response (or have received an unsatisfactory reply).
The applicable legislation is Legislative Decree No. 130 of 6 August 2015, which transposed the European Consumer ADR Directive (2013/11/EU).
Conciliation is available to “any natural person who is acting for purposes which are outside his trade, business, or profession”, as defined by Article 3(1) of the Consumer Code. This applies to individuals who have received an unsatisfactory response to a written complaint or have not received a response within 40 calendar days from the submission date.
The procedure can be activated for Acea Energia, Areti, Acea Ato 2, Acea Ato 5, Umbra Acque, S.I.I., Gesesa, and Acea Molise. For information on the joint conciliation of other companies within the Acea Group, please consult the reference pages: Publiacqua, Gori, Acque, Acquedotto del Fiora.
To activate the procedure, visit the ADR website, fill in the online form, and select your preferred consumer association, which, upon acceptance, will handle your case. Alternatively, you can contact one of the associations participating in the Conciliation Protocol directly.
The association will keep you informed about the progress of your case. You will then decide whether to accept or reject the proposal formulated by the Conciliation Commission. Alternatively, you can contact organismoadr@aceaspa.it
The procedure must be completed within 90 days. In particularly complex cases, it may be extended for a maximum of 90 days.
During the procedure, the utility will not be disconnected for the invoices subject to conciliation only. Areti, the energy distributor company, is required to carry out the sellers’ requests.
You can contact the consumer association handling your case or the Conciliation Secretariat by e-mail at organismoadr@aceaspa.it.
If you have a dispute with an operator in the electricity, water, or gas sector, ARERA (Autorità di Regolazione per Energia Reti e Ambiente, the Italian Regulatory Authority for Energy, Networks and Environment) provides a conciliation service to help resolve it.
The service is available to:
End customers of electricity and gas (both domestic and business users)
Prosumers (individuals who both produce and consume electricity).
The ARERA conciliation service offers a simple, free-of-charge way to resolve disputes without resorting to legal proceedings.
Visit the il ARERA website for full details on the Conciliation Service and how to initiate the procedure.
