Complaints

How can I submit a written complaint?

To submit a written complaint, you can:

• call Customer Service
• send an email to sportelloonline@acquebresciane.it
• visit one of our customer service desks (see locations and opening hours)
• send the form below, fully completed, by post to Via XXV Aprile, 18 – 25038 Rovato (BS), Italy
• fill in the attached form and submit it as described at the bottom of the page

Please note that under the Integrated Water Service Charter, complaints receive a reply within 30 working days of the date we receive your communication.

What can I do if I am not satisfied with the reply to my complaint?

If you are not satisfied with our reply to your complaint, or you received it more than 50 days after your request, you can use one of the two available conciliation services:

• a joint conciliation procedure, as provided for by the memorandum of understanding and the joint conciliation rules signed with Federconsumatori Lombardia and Adiconsum Lombardia. You can submit your application to the Consumer Associations that have signed the memorandum.
• the free conciliation service provided by the Regulatory Authority for Energy, Networks and Environment (ARERA) (Resolution 142/2019/E/idr). The service can be accessed directly or through a representative. Find out more on the ARERA website.

If you are a domestic customer and do not wish to use a representative, you can also send your application by post to "Servizio Conciliazione presso Acquirente Unico S.p.A., Via Guidubaldo del Monte 45 – 00147 Roma, Italy" or by fax to +39 06 80112087; the procedure itself will still be handled online. The procedure takes place entirely online, and disputes are resolved on average within 45 days of submission of a complete application. For more information: www.sportelloperilconsumatore.it – Conciliation Service.

What should I know before submitting a complaint?

Before submitting a complaint, please contact Customer Service. Our staff are available to help you find an immediate and satisfactory solution, avoiding a written procedure that would take longer. Our operators can also help you with any doubts about filling in this form, which is also available at our customer service desks.

The form must be filled in completely, paying particular attention to the mandatory fields. Incomplete applications will not be processed.