Acea Ato 5 reports

Having a properly maintained and working meter, having regular readings, or submitting self-readings, is essential to receiving affordable bills that reflect the real amounts of water consumed.  The water meter is the beating heart of the relationship between customers and the integrated water service provider, and taking care of meters is the best way of taking care of customers.

Every water supply must have a meter that complies with the applicable regulations, to ensure fairness and reliability: this is why water meters have a lifespan after which they need to be replaced.

To guarantee good measurement standards, Acea Ato 5 has launched a campaign, which is currently underway, to replace water meters and ensure more accurate meter readings. The meter replacement is totally free, and no extra cost will be debited to customers in their bills.

Acea Ato 5 operators in charge of replacing meters have an ID badge and customers will be notified of the replacement date in advance, via official channels. Customers are not required to be present when the replacement takes place, unless the meter is located on private property and inaccessible: in this case, operators will have to be given access and will carry out the work in compliance with health and safety and Covid-19 prevention rules.

Acea Ato 5 started replacing water meters in 2018. In 2018, it replaced 2,567 meters. In 2019, it replaced an additional 31,563. During the first six months of 2020, the company replaced 18,543 meters and it estimates it will have replaced 30,000 by the end of the year. In 2021, it plans to replace 20,000 more.

Having a modern meter that allows to measure accurately the amount of water used, is essential to ensuring that customers only pay for the cubic meters of water they use. Obviously, this only works if meters are read regularly or self-readings are regularly submitted. To facilitate this and ensure accurate water bills, meters should be located on the perimeter of private properties, in order to be easily accessed and read. With this purpose in mind, when setting up new supplies Acea Ato 5 aims to position meters on the perimeter of the properties and has already started planning to move old meters outdoors.

It is worth reminding that according to the Integrated Water Service Regulation “...the meter is owned by the provider and users are keepers liable for omissions or damages caused to it...”. Therefore, the Provider must be always given access (for maintenance, reading, replacement, etc.) and meters must not be locked or blocked preventing Acea Ato 5 from accessing them.

Every year, Acea Ato 5 makes two attempts to read meters, at least 150 days apart. Customers are reminded that they can always submit their serf-reading by sending Acea Ato 5 the numbers shown on their meter using one of the communication channels provided. By sending regular meter readings, customers avoid estimated bills and will pay only for the amounts consumed, avoiding adjustments in subsequent bills once the real consumption is finally recorded. By sending regular meter readings, customers keep their expenditures under control and always aligned with their consumption.

Meter readings can be submitted: calling the toll-free number 800 639 251, online at (after registering in the reserved area), or using the MyAcea app (for Android and iOS) meter readings can also be sent by email at, or by sending an SMS to 339 99 42 943 (quoting the supply number, the customer number and the meter reading followed by #).


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