IT EN

Making a complaint

You can send two types of complaint to the company Acea Acqua in Frosinone, Ato 5: commercial or technical.

The commercial complaint regards:

Credit management: failure to extend payments - failure to provide instalments - lack of/delayed advance notice and/or disconnection due to non-payment - failure to provide refund
Billing (which does not involve bill correction): no reading - no depenalisation (hidden leaks) - lack of/delayed delivery of bills - tariffs/instalments/deposits
Performance: failure to respond to complaints and/or requests to correct bills - delays in agreed appointments - lack of and/or delayed services (connections, quotes, etc.) - service disruption in contact channels (call centres; desks) - staff conduct

A technical complaint regards service quality:
Interruption in water supply - water quality - disruption to sewers and sewage treatment plants – Services: Excessive/low supply pressure - work not carried out according to best practice.

How to send a complaint

You can submit a complaint to Acea Ato5 in any of the following ways:

Access your MyAcea Acqua customer area, fill in the form in the Complaint section. At the end of the submission procedure, you will be sent an ID number for your file.
Download the form, fill it in and send it:

via email at the following address: commerciale@aceaato5.it
via certified email (PEC) at the following address: commerciale.ato5@pec.aceaspa.it

Write to Acea Ato5, Viale Roma snsc, 03100 Frosinone.

Complaints to Acea Ato 2 must include the following information:

Name and surname of the supply holder;
Delivery address;
Address (if different form the delivery address);
Telephone number and email address.

How to ask for your bill to be corrected

Corrections of billing errors can be requested to Acea Acqua Ato 5, in the following cases:

Estimated/Assumed consumption;
Wrong reading/self-reading;
Additional charges;
Wrong or invalid meter number;
Disconnection;
Expiry;
Duplication;
Tariffs;
Fees;
Deposits.

If you need to correct your bill for estimated/assumed consumption, submit your request in any of the following ways:

Access your MyAcea Acqua customer area, go to the Bill corrections section and fill in the form. At the end of the submitting procedure, you will receive an ID for your file. Alternatively, you can chat in real time with an operator;
Book here a video call with an operator through the digital help desk;
Download the form, fill it in and send it:

via email at the following address: commerciale@aceaato5.it
via certified email (PEC) at the following address: commerciale.ato5@pec.aceaspa.it

Call our commercial service freephone number at 800 63 92 51;
Write to Acea Ato5, Viale Roma snsc, 03100 Frosinone.

For any other case of bill corrections:

Download the form, fill it in and send it:

via email at the following address: commerciale@aceaato5.it
via certified email (PEC) at the following address: commerciale.ato5@pec.aceaspa.it

Write to Acea Ato5, Viale Roma snsc, 03100 Frosinone.
Complaints to Acea Ato 5 must include the following information:

Name and surname of the supply holder
Delivery address
Address (if different form the delivery address)
Telephone number and email address

Dispute Resolution

We have a memorandum of understanding with Consumer Associations for the resolution of disputes. To find out more, see the section dedicated to Conciliations.

Learn more