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Our business is closely involved in people lives.

We ensure residents receive essential services for their daily life.

At your side in your community

Managing your water services. Distributing energy. Selling electricity and gas. Recycling waste. Our one objective: to create value for the people and the community in which we operate.

Nowadays, innovation is at everyone's fingertips.

Acea sees innovation as the driving force to become more efficient, to raise the quality of life for our customers, to improve services for the residents and the community. Acea has used all this to create a new culture of innovation: an open culture, which everyone can share and take part in.

Our Group serves local communities and their citizens.

We are fully aware of our role of responsibility towards our stakeholders for our major economic, social and environmental impact. This is why our Sustainability Plan is part and parcel of our Business Plan.

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Our stories

Technology, sustainability, and talent development: we tell the story of Acea through our people, projects, and initiatives for the local communities.

Mediation at Acea

Acea and Joint Mediation

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.

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Who can access Joint Mediation?

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.

For which Companies can I begin the procedure?

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.

How can I file a Mediation request?

To start the procedure, go to the website www.associazioniconciliazioneadr.acea.it, complete the online form and name the Consumer Association you prefer. Alternatively, you can contact one of the member associations of the Mediation Protocol (only italian version) directly.

What happens once I have begun the procedure?

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.

How long will I have to wait?

The procedure must end within 90 days. It may be extended for a further 90 days for particularly complex cases.

Can the supply be disconnected?

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.

Who can I ask for information?

You can contact either the Consumer Association handling your procedure or the Mediation Secretariat at e-mail address organismoadr@aceaspa.it.

For further information on the Joint Mediation procedure of the Acea group companies, please refer to their related pages: Publiacqua, Gori, Acque, Acquedotto del Fiora, Umbra Acque.

The ARERA Mediation Service

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