Acea Produzione Contacts

The prices applicable to active supplies vary depending on the type supply and and are updated every three months based on ISTAT indexes with reference to materials and labor and at the market price of Natural Gas published by ARERA (Authority for the Regulation of Energy, Networks and Environment).

Read the document to see the prices applicable in the current trimester.

To submit a complaint to Acea Produzione about your district heating supply, you can fill in and send the dedicated form following the instructions therein.

To apply for a new Teleheating connection, you can download the application form, fill it in, sign it, and send it together with the required documents to one the following contacts.

Mail: ap.supportoclientitlr@aceaenergia.it
Fax: 06 57 992 212
Post: Acea Produzione SPA - Unità Teleriscaldamento C/O Stanza 208-bis - Piazzale Ostiense 2, 00154 Roma

For further information, download the technical specification document.

Once Acea Produzione has received the Customer's request, it conducts a feasibility study and prepares a quote. The work envisaged and the division of competencies between Customer and Supplier are described in the following annex Connection procedures

To apply for District heating supply activation, please download and complete the supply activation application form, sign it and send it with the required documents attached to one of the following contacts:

Fax: 06 57 992 212
Mail: ap.supportoclientitlr@aceaenergia.it
Post: Acea Produzione SPA - Unità Teleriscaldamento C/O Stanza 208-bis - Piazzale Ostiense 2, 00154 Rome

Please read the general conditions of the contract in the section “Useful Documents” at the bottom of the page.

To request the closure of your District heating supply and/or disconnection from the network system, please download and complete the disconnection application form, sign it and send it with the required documents attached to one of the following contacts:

Fax: 06 57 992 212
Mail: ap.supportoclientitlr@aceaenergia.it
Post: Acea Produzione SPA - Unità Teleriscaldamento C/O Stanza 208-bis - Piazzale Ostiense 2, 00154 Rome.

No fees or other amounts are due for the cancellation of the supply and the disconnection from thenetwork, and no time limits apply other than the period of notice.

For additional information and queries about the content in the different sections of the bill, please see how to read your bill in the Help section.

If the supply is disconnected, the operator is obliged to proceed as follows:

• Close the service substation shut-off valves and their lead sealing;

• Take a final reading;

• Issue a final invoice to end the contract according to the final reading.

To disconnect the network, the operator is obliged not only to switch off the supply, but also to carry out the follow procedures, if necessary:

• Remove the meter unit and other components of the service substation, if they belong to the operator;

• Make an offer to remove any additional components of the service substation, if the supply contract states they belong to the customer;

• Switch off the electrical equipment belonging to the connection system;

• Close the connection hydraulic circuit upstream of the customer's private property, provided that circuit is not used by other customers

If you have noticed something wrong with your meter, you may request for it to be checked.
Requesting a meter check does not exempt you from paying any bill that may be recalculated and refunded based on the outcome of the check.

How to send your request
To send a request to check your meter, download and fill in the form and submit it following the instructions on the form.
Acea checks the meter directly on your premises without taking it apart.
The check, arranged by appointment with the customer or a delegate, entails verifying that the meter is in good condition, checking that consumption is effectively registered when the taps are open.

If checks reveal the correct operation of the meter (negative outcome), on-site check costs will be:

• €50 + VAT for Individual Customers
• €500 + VAT for Condominiums

If the check finds that the meter is not working correctly (positive outcome), Acea will cover the cost of the on-site check.
Requesting a meter check does not exempt the customer from paying any bill that may be recalculated and refunded based on the outcome of the check, if the meter is found to be defective.

Here is what may happen following a meter check:

If the error is less than 5%, the meter will be considered in good condition and the cost of the check will be covered by the customer.
If the error is more than 5%, the meter will be considered defective. The cost of replacing the meter and recalculating the charges debited during the malfunctioning period will be covered by Acea.

To request to pay your bill in installments, you can send an email to
AP.SupportoclientiTLR@aceaenergia.it.

You can request to pay in installments if:

• you send your request within 10 days from the bill 
• payment deadline or the amount payable is three times higher than the average bills you have received in the past 12 months.

When paying in installments, the interests charged from the date the bill payment is due shall not be higher than those set by the European Central Bank.

If you are an Acea Produzione District Heating customer, request the form to be filled for the reimbursement by writing to: AP.SupportoclientiTLR@aceaspa.it