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How to make a complaint

You can send two types of complaint to the water utility company Gesesa: commercial or technical.

A 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.

The written request involves:

Request for commercial information
Request for technical information

How to file a complaint and/or send a written request for information

To send a complaint about your water supply to Gesesa, complete the appropriate form. The contact details can be found on the form itself.
Download (Only italian version)

Alternatively, complete the online form you can find in the Complaint section in MyGesesa. When you have sent your form, you will be given a file identification number.
MyGesesa

How to ask for your bill to be corrected

You can request Gesesa to correct your bill in the following cases:

- Incorrect reading/self-reading,

- Faulty meter / meter check,

- Incorrect assessed / estimated consumption,

- Miscellaneous charges,

- Incorrect or inappropriate meter serial number,

- Utility ceased to exist,

- Limitation,

- Duplicated Utility,

- Tariffs,

- Instalments,

- Deposits.

To request a correction, complete the appropriate form. The contact details can be found on the form itself.
Download (only italian version)

Alternatively, complete the online form you can find in the Bill correction section in MyGesesa. When you have sent your form, you will be given a file identification number.
MyGesesa