As we move into the so-called “Phase 2” of the Covid-19 health emergency, Acea Ato 5 reminds customers that, as announced previously, no immediate attempt will be made to limit or suspend the water supply of users who have fallen behind on their water bill payments. However, in recent days, the company has restarted sending payment reminders to customers.
Acea Ato 5 has taken the decision to be more flexible with families and businesses experiencing financial difficulties, offering the option of installment plans that meet the needs of the beneficiaries. Additionally, as agreed a few months ago, the flexibility is extended also to unpaid amounts owed before the beginning of the health emergency. Payment by installments can be requested also by customers who in the past were denied the option for those same amounts.
While reiterating its commitment not to suspend supplies, Acea Ato 5 invites customers who may receive payment reminders in the next few days, to contact the Company in order to identify the best solution for them.
To contact Acea Ato 5 during this sensitive phase, pending the reopening of the help desks in Frosinone and Cassino, customers can call the toll-free number 800 639 251 (from landlines) or 06 45 698 202 (from mobiles), active Monday-Friday, from 08:00 to 19:00, and Saturday from 08:00 to 13:00 (national holidays excluded).
For specific issues, customers may also contact the Company by sending an email to email@example.com, quoting their customer number, telephone number (land line or mobile), and the reason of their request, and they will be called back by an operator.
In the next few days, additional contact channels will be activated in order to make it easier for customers to manage their account.
Acea Ato 5 advises customers who wish to manage their water supply account autonomously, to install the MyAcea app on their smartphones or tablets. All information is available on www.aceaato5.it and www.myacea.it.
To ensure that as many entitled customers as possible obtain the water bonus, Acea Ato 5 reminds that families with an ISEE up to €8,265 (or up to €20,000, if they have more than three dependent children) are entitled to a considerable discount on their bills.
Users entitled to the water bonus enjoy the benefit of exemption from the tariff for the variable costs (euros/sq. m.) relating to water main, sewerage and purification services up to 18.25 cubic meters of water supplied per year for each family member. With the bonus, a typical family of three that consumes about 90 cubic meters per year, can have its bill cut by about 40%.
Bonus applications must be submitted to the Municipality of residence.
Requesting a copy of a bill
A while ago, Acea Ato 5 activated an email address for customers who wish to request copies of their water bills. By sending an email to firstname.lastname@example.org and quoting their customer number, customers can receive via email a copy of any undelivered bill. Despite the Company’s commitment to ensuring bills are delivered regularly and on time, in some cases, due to the exceptional situation caused by the current health emergency, bills may have been delivered late or not delivered at all, despite the effort and additional measures put in place.