Bill Arrears

• Reminder Reminder: 10 calendar days after the bill is due, we send an initial payment reminder by registered or certified mail. The reminder contains the references of the unpaid bill, indicates the channels available for payment and the deadline by which to pay the bill, after which the operator will initiate the default procedure. The reminder indicates the rules regarding the deadlines that must be met and clearly represents the effects, in case of non-payment.
• Formal notice of default: after 25 calendar days from the due date of the bill, we send a notice of default by registered or certified mail stating the delay. The notice of default contains references to the unpaid bill, how to pay it, how to request an installment of the amount, and communication channels to transmit the payment. The notice includes the deadline for paying the bill.
• Limitation, suspension or deactivation of supply: after the expiration of the deadline for payment, indicated in the notice of default, ( never less than 40 calendar days calculated from the date on which the user received the reminder letter), if the bill is not paid and the user has not adhered to the proposed installment plan, the security deposit will be used to settle the debt. If the amount of the security deposit is insufficient, or the deposit is not present, we may proceed with restriction, suspension or disconnection of the supply.

Yes. To join the installment plan, the user must pay the first installment at least five days prior to the date specified in the notice of default, attaching a copy of the payment receipt, together with the application form, which can be downloaded from the DEDICATED SECTION.

The installment plan shall have a minimum term of 12 months, with non-cumulative installments and a frequency equal to that of billing, unless otherwise agreed between the parties. The application of deferred interest will be equal to the ECB single reference rate.

If the user fails to pay an installment, the relevant amount may be increased by interest on arrears and, if provided for in the installment plan, the user will have to settle the entire outstanding debt within 20 days from the due date of the unpaid installment. If this is not done, restriction, suspension or deactivation of the supply may be carried out without further notice.

The supply cannot be suspended or turned off in the following cases:

• resident domestic use utilities that benefit from the water bonus;
• utilities with “public use that cannot be disconnected” e.g., schools, hospitals, military or guard facilities, prisons, fire vents.

Limitation of supply is a technical intervention that may precede the suspension of supply, and is done through the installation of a device (flow reducer) that limits the amount of water that can be supplied. The restriction intervention must in any case ensure that resident households are supplied with the minimum vital quantity of 50 liters per day per inhabitant.

For resident households other than those holding the water bonus, it is possible to proceed with the suspension of the water supply only after ascertaining the technical impossibility of the restriction. In these cases, before proceeding, a notice is sent to the user stating the reasons why it is technically impossible to proceed with the restriction.

Once this communication is sent, the supply will be suspended.

For resident households that are not water bonus holders, the supply can be suspended only when the debt exceeds the amount owed in the previous year for consumption in the subsidized tariff band, and only after the intervention of supply limitation, if technically possible. In this case, supply may be suspended:

• after 25 days from the limitation intervention, if the debt is less than three times the amount owed in the previous year for consumption in the subsidized band and/or if the user has not been the recipient of a default notice procedure within 18 months;
• after 20 days from the limitation intervention, if the debt is more than three times the amount due in the previous year for consumption in the subsidized band, or if the user has already been constituted in arrears within 18 months, or if the user has not honored payments due for a previous delinquency in the previous two years.

If limiting the supply is not technically possible, the operator may suspend the supply only after sending the user a written notice explaining the technical reasons that make the limitation impossible.

Resident households holding water bonus and utilities with non-disable public use cannot be suspended or disconnected.

However, for all utilities, the supply cannot be suspended or turned off on Fridays and Saturdays, holidays and days preceding holidays.

In the case of condominium utilities, it is not possible to proceed with the limitation, suspension or deactivation of the supply if, for the debt to which the notice of default refers, a partial payment has been made, provided that the payment covers at least half of the total debt and is made by the deadline specified in the notice of default.

If within 6 months from the date of partial payment the condominium does not settle the full amount due, the operator may activate the procedures for restriction, suspension or deactivation of the supply.

In the face of continuing arrears, following the suspension of supply, it is possible to proceed with the disconnection of disconnectable supplies, which implies the interruption of service at the point of delivery, with the simultaneous removal of the meter and termination of the contractual relationship.

The supply can be reactivated within 2 working days (understood as non-holiday days from Monday to Saturday) from the date on which the user communicates the proof of payment of the full amount due, through the contact channels provided by the operator. If the communication is made after 6 p.m., the operator may consider it received on the next day.

If there is a delay in reactivation, the operator must pay the user compensation in the bill in the amount of 30 euros.

• Late payment interest, equal to the reference rate set by the European Central Bank plus 3.5 percent and calculated from the day the bill is due;
• The cost of sending the reminder and default notice;
• The suspension/deactivation costs and the cost of reactivating the supply.
• If the debt is more than three times the amount owed in the previous year for consumption in the subsidized band, or if the user has already been constituted in arrears in the previous 18 months, or if the user has not honored payments due for a previous delinquency in the previous two years, it is also possible to claim the costs incurred for the supply curtailment intervention, including the cost of the curtailment.

From users with resident domestic use who are water bonus holders and users with “non-dischargeable public use,” the operator can only charge interest on late payment and the cost of mailing the reminder and notice of default.

In the event of failure to comply with the regulations set forth in the Resolution, specific automatic compensation payments will be made to the user as set forth below: