Aema (Acea Energy Management) performs activities pertaining to the sale and purchase of electricity and gas intended to ensure the supply to end customers within the Acea Group, managing physical and economic balancing interventions.
It supervises the efficiency of management processes with a view to reducing the risks associated with changes in electricity and gas consumption and minimising deviations between supplies and withdrawals.
For information or to report a complaint please forward a request in writing to certified email.
Sales operators are required to observe the commercial quality standards set forth by the Italian Regulatory Authority for Energy, Networks and Environment (ARERA, formerly AEEGSI), in accordance with Attachment A to Resolution no. 413/2016/R/com. Failure to comply with the specific quality standards on the part of the operator will imply payment to end users of an automatic indemnity determined by ARERA.
Listed below are the commercial quality standards and automatic indemnity payments established by the Authority with regard to 2023. During the year in question, Acea Energy Management did not receive any written request on the part of end users.
Specific standards
Cluster: multisite end customer (electricity and gas)
Indicator | Specific standard | Level of effective compliance |
|---|---|---|
Maximum reasoned response time for complaint | within 30 calendar days of receipt | - |
Maximum time for billing adjustment | within 60 calendar days of receipt (or 90 days in the case of four-monthly bills) | - |
Maximum time for double billing adjustments | within 20 calendar days of receipt | - |
In the event of failure to meet the specific standards an automatic basic indemnity of 25 Euro will be paid. The aforesaid indemnity will increase to 50 Euro if payment takes place after more than double, but less than treble, with respect to the timeframe normatively envisaged, while it will increase to 75 Euro if payment is made after over treble the established period.
Indicator | Specific standard | Indennity amount | ||
|---|---|---|---|---|
Maximum reasoned response time for written complaints | within 30 calendar days of receipt | 25 Euro for responses sent after 31-60 days | 50 Euro for responses sent after 61-90 days | 75 Euro for responses sent after over 90 days |
Maximum time for billing adjustment | within 60 calendar days of receipt (or 90 days in the case of four-monthly bills) | 25 Euro for responses sent after 61-120 days | 50 Euro for responses sent after 121-180 days | 75 Euro for responses sent after over 180 days |
Maximum time for double billing adjustments | within 20 calendar days of receipt | 20 Euro for responses sent after 21-40 days | 50 Euro for responses sent after 41-60 days | 75 Euro for responses sent after over 60 days |
Procedures and timing for formal notice of default and indemnities in the event of failure to comply with the said regulation
The Italian Regulatory Authority for Energy, Networks and Environment, in Attachment A to ARG/gas resolution no. 99/2011 (TIMG Integrated Code on Default - Gas), for the gas sector, and Attachment A to resolution no. 258/2015/R/com (TIMOE Integrated Code on Default - Electricity), for the electricity sector, standardised the procedures for formal notification of the defaulting end customer. Pursuant to the above mentioned resolutions, Acea Energy Management, via registered letter, may give formal notice to end customers who are in arrears with payment of their bills, due to non-payment or only partial payment. The aforesaid communication will indicate the latest possible date for payment, which must be at least twenty-five (25) calendar days (calculated from the date of issue and including no more than 5 business days for delivery of the communication to the postal carrier). In the event of failure to pay within the allotted timeframe and after a further three (3) business days have passed, during the course of default, Acea Energy Management may request the local distributor to suspend the supply. If the formal notice letter is sent via certified email, the term of twenty-five calendar days will be reduced to ten (10) calendar days following Acea Energy Management’s receipt of confirmation that the formal notice sent via certified email has been delivered to the end customer.
In cases where, during the 90 days prior to despatch of the formal notice letter, Acea Energy Management has sent a request to suspend the supply vis-à-vis the customer in question, the terms of twenty-five (25) and ten (10) calendar days may be reduced respectively to fifteen (15) and five (5) calendar days. In this event, before submitting the suspension request to the local distributor, Acea Energy Management must wait a further two (2) business days after the ineffective commencement of the aforesaid terms. Execution of the payment of delinquent bills must be communicated by the customer to the addresses set out in the said formal notice letter.
Any suspension of the supply or reduction of capacity carried out:
- prior to the latest date by which the customer is required to make payment,
or
- based on a formal notice letter delivered to the postal carrier beyond the maximum term laid down by the regulations in force,
or
- upon a request submitted to the local distributor, after the payment deadline assigned to the customer, but prior to the additional business days set forth by the regulations, will result in the payment of an automatic indemnity of € 20.
A suspension of the supply or reduction of capacity carried out without having sent the formal notice letter will entail an automatic indemnity of € 30.
Anyone using, even on an occasional basis, natural gas or other types of gas supplied by urban distribution networks or transmission networks, will automatically benefit from an insurance cover against gas incidents, pursuant to resolution of the Italian Regulatory Authority for Energy, Networks and Environment no. 167/2020/R/gas. This insurance cover, valid throughout Italy, excludes:
a. methane gas end users, other than residential or communal residential customers, equipped with a meter in excess of class G25 (the meter class is indicated on the bill);
b. methane gas users for automotive purposes.
The guarantees granted concern: third party liability, fire and accidents, originating from the plants and equipment downstream from the gas delivery point (downstream of the meter). The insurance is taken out by the Italian Gas Committee (CIG - Comitato Italiano Gas) on behalf of end customers.
Further details regarding the insurance cover and the forms to be used for reporting potential claims can be obtained by contacting the Energy and Environment Consumer Help Desk at the toll-free number 800 166 654 or using the procedures indicated on the websites www.arera.it and www.cig.it/assicurazione/ where it is possible to download documentation pertaining to the policy and the claim form. For assistance, explanations and additional information you can also contact the Italian Gas Committee toll-free number 800 92 92 86, or send an email to: assigas@cig.it
Procedure for activation of the gas supply for a new system* or for activation or reactivation of the gas supply for modified** or converted*** equipment:
Resolution 40/14 (Italian version) of the Italian Regulatory Authority for Energy, Networks and Environment sets forth a documentary safety check obligation for internal customer equipment fuelled by gas through networks and the procedures necessary for activating the supply, without prejudice to the provisions of other prevailing laws and technical regulations. The resolution applies to all internal customer equipment fuelled by gas through networks with the exclusion of those destined to serve industrial or artisan production cycles.
Commencement of the gas supply is conditional upon the positive outcome of the safety documentation compliance assessment certifying that the customer equipment satisfies the current provisions. The forms must be completed and signed by the customer and by the installer, for the parts within their respective areas of competence, and sent to the distribution company.
The end customer must deliver the following forms H and I to the distributor, duly completed and signed.
The assessment falls within the competence of the distribution company, which is obliged to make commencement of the gas supply conditional upon the positive outcome of the documentary check certifying the correct execution of the equipment, in observance of current regulations.
Attachments
Attachment F/40 “Information attachment for work estimate requests received by the seller” (italian version)
Attachment G/40 “Procedure for activation or reactivation of the gas supply” (italian version)
Attachment H/40 (italian version)
Attachment I/40 (italian version)
* New customer equipment: this is the newly installed customer equipment;
** Modified customer equipment: this is the in-service customer equipment on which extraordinary expansion or maintenance interventions have been carried out, leading to a temporary interruption of the gas supply;
*** Converted customer equipment: this is customer equipment previously fuelled by another type of gas
Useful addresses for natural gas Distributor communications
Pursuant to the provisions set forth by resolution no. 294/06 of the Italian Regulatory Authority for Energy, Networks and Environment, please note the following certified email address switching.gas@pec.aceaenergia.it to be used for communications between operators for the purpose of:
- carrying out the commercial quality services envisaged by the attachment to resolution no. 574/2013 of the Italian Regulatory Authority for Energy, Networks and Environment, requested by end customers connected to a natural gas distribution network, including medium or high-pressure fuelled end users;
- switching the natural gas supply seller as per resolution no. 138/04.
In the event of an online service disruption lasting more than 12 hours, the above communications may be sent by fax to the number 06 57993356 or to the following postal address: Piazzale Ostiense 2, 00154 Rome.
Please note that complaint letters or in any case communications unrelated to the foregoing will not be taken into consideration.
This information section, intended for natural gas end customers, sets out the provisions contained in Ministerial Decree dated 18 December 2019 of the Italian Ministry of Economic Development, as subsequently amended and integrated, regarding the Italian natural gas system emergency plan to deal with insufficient cover for natural gas requirements in the case of adverse events due to:
- unfavourable climatic conditions during each winter period
or
- unforeseen reductions in natural gas supplies.
The Emergency Plan establishes the nature and procedures for execution of interventions and identifies the natural gas companies and natural gas and electricity sector operators responsible for their implementation.
Further information can be obtained by downloading attachment 2 to the Ministerial Decree dated 18 December 2019 (italian version only). On 26 February 2022 the Ministry of Ecological Transition, Competent Authority for the security of natural gas supplies, declared a state of pre-alarm. For further information go to: Statement by the Italian Ministry of Ecological Transition: Early warning (snam.it).
Enegy mix chart (only Italian version)
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