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Acea Ato 5 reports

Water meters are the “beating heart” of the water service. Water bills are calculated based on meter readings. Functioning and up-to-date water meters allow for an effective and transparent relationship with customers.
As disposed by the applicable water regulations, at the time the service administration was transferred, the Provider “inherited” the management of the water meters existing at the time, the program to upgrade and replace them, and the installation of new connections thereafter. Therefore, all meters must be made accessible to Acea Ato 5 operators at all times, for maintenance purposes, to facilitate meter readings, and to allow regular potability tests.
In 2018, Acea Ato 5 started the water meter replacement campaign that within a few years will have reached all the approximately 200,000 customers and renewed the totality of the water meters in operation.
The program is also aimed at implementing Ministerial Decree No. 93, of 21 April 2017, which dictates a series of rules to control and verify the instruments of measurement (water meters) and reforms the applicable regulatory system by abolishing previous dispositions and setting specific new obligations and procedures. Water meters are indeed instruments of measurement that must ensure the respect of metrological rules and reliability.
All customers involved in the meter replacement program will receive advanced warning and all the information regarding this activity. This is one of the reasons why it is important that customers make sure that all the contact details registered with the Provider (email address, telephone number, address) are correct, and make any necessary amendments by calling the toll-free number 800 639 251, accessing the MyAcea portal (www.myacea.it), or using the MyAcea app (available for iOS and Android systems).
The water meter replacement program is completely free for customers: no charges will be added to water bills and no amount will be due to the engineers who replace the meters. Engineers tasked with replacing the meters all have ID badges with their photograph, ensuring maximum security and customers’ peace of mind. 
Engineers require access to water meters exclusively to replace the devices. The customer’s presence is not necessarily required if the meter is fully accessible. If this is not the case, the customer will be contacted by the company in charge to arrange the meter replacement. 
If the meter that has to be replaced does not have the “Acea ATO5” code, engineers will leave the device inside its recessed box, fully available to the customer.

Every year, Acea Ato 5 carries out a minimum of two meter readings, at least 150 days apart. However, it is important to remember that customers can provide their meter readings using any of the channels available.
Submitting regular meter readings ensures that bills reflect the actual consumption and avoids future adjustments. A small task that provides a huge advantage to customers.

Meter readings can be submitted: calling the toll-free number 800 639 251, online at my.acea.it (after registering in the reserved area), or using the MyAcea app (for Android and iOS); meter readings can also be sent by email at commerciale@aceaato5.it, or by sending an SMS to 339 994 2943 (quoting the supply number, the customer number and the meter reading followed by #).