Customers
Water
Connecting a user to the water supply network
Setting up a new connection consists in linking the customer’s meter to the local water supply system. If the connection has already been made, it must be activated to allow the supply of water to the user’s meter.
Water companies have an obligation to link up to their distribution networks all persons who so request within the territorial area where they provide the service, subject to payment of a connection fee, in accordance with the Service Regulations governing the provision of the service.
How to request a new connection
If you want to link up to the water supply network, you will need to contact your local integrated water services (mains supply, sewerage and wastewater treatment) supplier or, if these services are managed separately in your area, your local mains water supplier. You may also ask to have the connection set up and the supply activated at the same time.
How much does a new connection cost?
Connection charges are set out in the Service Regulations governing the provision of the service, and are usually published in a specific price list on the company’s website.
The cost of setting up the new connection must always be stated in the price quote sent to the customer for approval.
Activating an existing connection
If you have moved in to a home that is already connected to the water supply network and all you need to do is reactivate the water supply, and possibly also install a meter, you must ask your local integrated water services (mains supply, sewerage and wastewater treatment) supplier or, if these services are managed separately in your area, your local mains water supplier, to activate the meter.
The same applies if you move to a home where there is already an active water supply contract in the previous owner’s name: this procedure is called a transfer and allows you to transfer the contract to your name without any interruption of the water supply.
In both of the above cases, the supplier may charge an administrative fee.
Customers in financial difficulty
Household customers who find themselves in financial difficulty and large families are entitled to a water allowance (bonus acqua) in the form of a discount on their water bill or a direct refund in case of centralized condominium supply. These customers are also entitled to electricity and gas allowances.
You are eligible for the allowance if your family unit has an ISEE indicator not exceeding € 8,265, or if you have more than three dependent children and an ISEE indicator not exceeding € 20,000, or if your family includes a citizenship income or citizenship pension holder. ISEE is the indicator of the economic situation of the family generally used in Italy for accessing social assistance schemes at national or local level and is calculated by INPS (the national social security institution) upon request by the interested party. If your ISEE level makes you eligible for the allowance, INPS will activate a procedure that will let you obtain it automatically.
Information and complaints
If you require information about the service provided or want to lodge a complaint, you will need to contact your local integrated water services (mains supply, sewerage and wastewater treatment) supplier or, if these services are managed separately in your area, your local mains water supplier.
When you submit a written request for information or a complaint, the water services company must provide a reasoned and substantiated reply in writing, within 30 working days after receiving your request or complaint.
If you require general information about the water services company or the rules established by the Regulatory Authority, and for help on how to solve problems with your supplier, you may contact the Energy and Environment Consumer Help Desk, the contact point set up by the Regulatory Authority to give consumers information and assistance in a range of areas, free of charge.
Resolving disputes
If no solution is reached after submitting a written complaint, you may try to resolve the dispute by initiating a settlement procedure, in which the customer and supplier, or their representatives, work together to find a solution that is satisfactory for both parties.
The Dispute Settlement Service set up by the Regulatory Authority is available for use by all customers; if you prefer, you may use other settlement procedures approved by your water company, the procedures offered by other ADR bodies included in the list held by the Regulatory Authority for Energy, Networks and Environment (ARERA) - or by other dispute settlement bodies
Instead of seeking a settlement, but only when your water company is not included in the list of Suppliers under obligation to take part in procedures initiated by end users of the Integrated Water Service through the Regulatory Authority’s Dispute Settlement Service, you may contact the Complaints Department of the Energy and Environment Consumer Help Desk for help with any issues that remain unsolved after filing a complaint with the water company.