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Making a complaint

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

How to submit a complaint

To send a complaint to Acea Ato 5 you may:

fill in the dedicated form and send it following the instructions therein.
Download (only italian version)
Write to Acea Ato 5, Viale Roma snc - 03100 Frosinone
Send an email to commerciale@aceaato5.it or a certified email to commerciale.ato5@pec.aceaspa.it
Complaints sent to Acea Ato 5 must include:
name and surname of the registered user
address to which the service is supplied
postal address, if different from the address to which the service is supplied
telephone number or email address (if available)

Alternatively, you can fill in the online form you find in the Complaints section in MyAcea Acqua. Once you have submitted your complaint you will receive an ID code for reference.
MyAcea Acqua

How to ask for your bill to be corrected

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

wrong reading/self-reading,
meter out of order/meter assessment,
wrong estimated reading,
additional charges,
wrong or invalid meter number,
user account closed,
expiry,
duplication,
tariffs,
fees,
deposits

To request Acea Ato 5 for the correction of a billing error, you may:

fill in the dedicated form and send it following the instructions therein.

Download (only italian version)

Write to Acea Ato 5, Viale Roma snc - 03100 Frosinone
Send an email to commerciale@aceaato5.it or a certified email to commerciale.ato5@pec.aceaspa.it

Requests sent to Acea Ato 5 must include:

name and surname of the registered user
address to which the service is supplied
postal address, if different from the address to which the service is supplied
telephone number or email address (if available)

Alternatively, you can fill in the online form you find in the Corrections section in MyAcea Acqua. Once you have submitted your request you will receive an ID code for reference.

MyAcea Acqua

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