A.cities Contacts

The prices applied to active supplies consist of a fixed amount and a variable amount (binomial formula based on volume served and heating energy).

The parameter to determine the fixed amount is updated monthly based on ISTAT service indicators. The parameter to determine the variable amount is updated every three months in line with the market price of Natural Gas published by ARERA (Italian Regulatory Authority for Energy, Networks and Environment) and, in the case of cooling energy, in line with the market price of Electric Energy published by ARERA.

See the document on prices ad rates to know the applicable values of the current quarter.

To make a complaint to A.cities (formerly Ecogena) about your district heating supply in Porta di Roma, you can fill in and send the applicable form, following the procedures indicated therein.

To ask for a new Teleheating supply connection/activation/transfer, you can send your request to the contacts on this page.

After having acquired information about your supply (ubication for delivery point, etc.) A.cities (formerly Ecogena) will provide you with the technical and economic specifications for both connection and Energy Service supply.

To deactivate your Teleheating supply and/or disconnect your system from the district heating network in Porta di Roma, download the deactivation request form, fill in, sign and send it along with your personal documents to one of the following addresses:

Cem
Mail

Postal adress: Ecogena SRL Via dell’Equitazione, 32 - Rome (Italy)


No fees or other charges are expected for supply deactivation or disconnection from the network, as well as time constraints at the moment of termination, except for the period of notice.

Once the client’s request has been received, A.cities (formerly Ecogena) carries out a feasibility study and makes an estimate. The activities provided for the division of competences between the Client and the Supplier are described in the annex (procedures for connection).

To ask for a new disconnection/deactivation of your Teleheating supply, you can make your request to the addresses in A.cities (formerly Ecogena) Contacts.

In case of supply deactivation, the operator must proceed as follows:

• closing and lead sealing of all shut-off valves of the user’s substation

• making a termination reading

• invoicing for the closing of the contractual relationship, based on the termination reading

For information and details about data in the various sections of the bill, see How to read your bill.

If you noticed something wrong with your meter, you could ask for a check to the A.cities (formerly Ecogena) Contacts. The request does not exempt you from the payment of a possible bill that may be, if necessary, recalculated and refunded after the outcomes obtained from the check.

How to send a request

To send a request for a check, download, fill in and send the request for meter check form following the indications reported in the form.

Acea will carry out the meter check directly, without removing your meter.
The check, arranged by appointment with the client or one of his/her representatives, ascertains the status of maintenance of the meter, prior vision of open-tabs consumption calculation.
In case of proper operation of the meter at the end of the check (negative outcome), the costs for checks are:

• 500.00 € + VAT

In case of non-conformity of the meter at the end of the check (positive outcome), the costs for the operation and substitution of the meter will be charged to Acea.

Here is what may happen after the check:

• In case of detected error below 5%, the meter will be considered as regularly functioning, and check costs will be charged to the client.

• In case of error greater than 5%, the meter will be considered as non-regularly functioning. Costs for meter substitution and any possible reconstruction of charged consumptions during the malfunctioning period of the device will be charged to Acea.

To defer your bill payment, you can send a request to one of the following contacts:

Cem
Mail

Postal adress: Ecogena SRL Via dell’Equitazione, 32 - Rome (Italy)

Conditions for instalment application:

• A client’s written formal request via functional e-mail or Cem within 10 days from the deadline set for the payment.

• The request for deferred payment includes all the expired credit at the moment of instalment application.

• The client shall not have ongoing instalment payments.

• The amount invoiced for which instalment payments are asked by the client is three (3) times higher than the average amount

•  invoiced in bills issued in the 12 months preceding the invoicing date.

• The client does not request more than 6 instalments as a payment plan, and with at least a 30% advanced payment

Starting from the expiry date set for the payment of the bill, deferred interests will be applied and calculated on annual basis, equal to the Tasso Ufficiale di Riferimento maggiorato (Increased Official Reference Rate) raised to 2.5 points for the Client referred to as “consumer”, pursuant to art. 3 of Italian Codice del Consumo (Consumer Code). Otherwise, interests will be calculated in the 5% applicable measure.