IT EN

Concealed losses

Procedure

In the event of concealed losses, due to breakages in parts of the plant, which cannot be inspected downstream of the meter, you can independently repair the damage and send the request for de-penalisation, accompanied by:

Acea Ato 2 (Rome e province)
Acea Ato 5 (Frosinone e province)
Gesesa (Benevento e province)
Acea Molise (Termoli)
  • The meter reading following repair
  • Photo of the meter after repair
  • Repair invoice/confirmation and details of work carried out
  • Photocopy of accreditation/identification document

Cases in which you can submit a depenalisation request:

  • If consumption levels at the time of the repair are three times as high as normal
  • If you have not benefited from the depenalisation for the same user account in the last 3 years

Acea Ato 2 will examine customer requests. 

For all information on tariff depenalisation with regard to hidden leaks, read the User Regulation.

  • The meter reading following repair
  • Photo of the meter after repair
  • Repair invoice/confirmation and details of work carried out
  • Photocopy of accreditation/identification document

Different Acea companies apply different depenalisation criteria: for accurate information, please refer to the applicable Service Chart.
You may send your tariff depenalisation request just once during the lifetime of a user account.
Once the request has been assessed, the Company will consider adjusting the bill.

Read the Company’s depenalisation criteria here.

  • Tariff contravention depenalization form
  • Meter reading at the time of repair
  • Repair invoice (when work is carried out by the water company)/confirmation and details of work carried out (when work is carried out by others)
  • Photographic documentation showing the hidden leak

Cases in which you can submit a depenalisation request:

  • If consumption levels at the time of the repair are at least twice as high as normal
     

You may only obtain the benefit once for the same user account.

  • Photo of the meter reading after repair
  • Photo of the meter after repair
  • Repair invoice/confirmation with details of work carried out
  • Photocopy of accreditation/identification document

You can submit your depenalisation request if your consumption is at least twice the average daily consumption of reference. Check your requirements and the Company shall consider adjusting the bills. You may obtain the benefit only once for the same utility.
Read the Company’s depenalisation criteria here.
 

How to send the request

Acea Ato 2 (Rome and province)
Acea Ato 5 (Frosinone and province)
Gesesa (Benevento and province)
Acea Molise (Termoli)

If you are a customer of Rome and province, you can send a request to the water company Acea ATO 2.

 

Fill it in and send it as instructed there. Read here for the de-penalisation criteria of the company Acea ATO 2.

If you are a resident in Frosinone and province, you can make a request to Acea Ato5 as follows:

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

If you are a customer of any of the other Acea Group companies, you can contact our commercial services as listed here.

 

If you are a customer in Termoli or Campagnano di Roma, you can send your request to the water company Acea Molise.

If you are a customer in Termoli or Campagnano di Roma, you can send your request to the water company Acea Molise.

Fill out the form and send it following one of the methods below:

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