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If any problems regarding your electricity, gas and water supply and distribution have not been resolved when you made your complaint, you can start the Joint Mediation procedure.
Joint Mediation, also known as the ADR procedure, is a tool to resolve out of court any disputes between consumers and Companies in the Acea Group, which uses a system of rules shared between member Companies and Consumer Associations of the ADR Protocol (Alternative Dispute Resolution) according to the Consumer Code (Art. 141-decies, Legislative Decree 130/15).
The procedure is managed by the Body ADR Acea - Consumer Associations, registered in the special list of ARERA (Energy Networks and Environmental Regulation Authority), under the Decision 620/15, and consists of a Joint Guarantee Body, a Mediation secretariat and a Mediation Commission.
You can access Joint Mediation easily and free of charge. For further details, please visit our dedicated website, read the attached documents and consult the most frequently asked questions.
The natural person named or delegated in the supply, who has received an unsatisfactory response to a written complaint, or who has not received a response within 40 calendar days from the date of complaint, can access the mediation.
You can begin the procedure for Acea Energia, Areti, Acea Ato 2, Acea Ato 5, Umbra Acque, S.I.I. Terni, Gesesa and Acea Molise.
The Association will update you on the progress of your application. No decision will be taken without your knowledge. You will choose whether to accept or refuse the offer made by the Mediation Commission.
The procedure must end within 90 days. It may be extended for a further 90 days for particularly complex cases.
During the procedure for only the invoices under mediation, the supply will not be disconnected. The energy supplier company Areti is, however, obliged to carry out the sales persons' requests.
The Mediation Service established by the Energy Networks and Environmental Regulation Authority provides electricity and gas end customers with a simple, rapid procedure to resolve any disputes with the operators. The Mediation Service is also available for Prosumers (electrical energy producers and consumers) for any disputes with the operators and the GSE.
From 1 July 2019, customers of the integrated water service can also use the Mediation Service to try and resolve any disputes with their operator.
For further information, go to the Authority's website
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