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To report a written complaint to us, you can:

 Remember that the Integrated Water Service Charter requires that complaints receive a response within 30 working days from the date of receipt of your communication.

Conciliation Service

If our response to your complaint does not satisfy you, or you have received it more than 50 days after your request, you can:

  • activate a joint conciliation procedure, as provided for in the Memorandum of Understanding and Joint Conciliation Regulations signed with Federconsumatori Lombardia and Adiconsum Lombardia. You can apply for conciliation to the Consumer Associations that have joined the protocol.
  • activate the free conciliation service made available by the Regulatory Authority for Energy Networks and Environment ARERA (Resolution 142/2019/E/idr). The service can be activated directly or through a delegate. Find out more on ARERA's website.

If you are a domestic user and do not want to make use of a delegate, you can also send the application by mail to "Servizio Conciliazione presso Acquirente Unico S.p.A. Via Guidubaldo del Monte 45 - 00147 Roma" or send a fax to 06.80112087, without prejudice to the online management of the procedure. The procedure is conducted entirely online and the average duration of dispute resolution is 45 days from the date of submission of the complete application. For more information: - Conciliation Service.