Faq: find answers to frequently asked questions

In this section you will find answers to frequently asked questions.

What is the master code?

It is the code that identifies the user by means of his personal data. You can find it on your bill, in the "your user number" section or as a personal code in the top right-hand corner.

What is the service code / user code?

The service code identifies the supply point. It can be found on the bill in the "Service no." section or as a user code.

What are the opening hours of the counters?

You can consult the locations and times of our counters at this link.

Can I change manager?

The manager is established by the Province and is unique for the whole territory.  The legal references are Article 147 of Legislative Decree 152/06 and Resolution 35/2016 of the Brescia Provincial Council, which entrusted Acque Bresciane with the management of the Integrated Water System.

What is the 'emergency service'? Do you pay for it?

The emergency intervention service is a free service, active 24 hours a day, for all reports of faults in public networks, both water and sewage, purification plants and for qualitative or quantitative irregularities in the supply of drinking water. Calls to the emergency number are charged at a rate of € 91.00 in the event of an intervention on a private network or system.

Is the water that comes out of the tap drinkable?

Yes, tap water is drinkable. Acque Bresciane carries out accurate and daily checks on the water, evaluating physical, chemical and microbiological parameters. Specialised technicians take daily water samples from wells and networks and the samples are analysed in our certified and accredited laboratories according to the highest safety standards.

How can I consult the analyses of the water in my home?

On the Acque Bresciane website you can find the average values calculated on the analyses carried out in each municipality, in the "Water Quality" section. The same values can be found, by downloading and registering, on the free ABweb app.

Can I drink water when it smells like chlorine?

The dosage of chlorine-based disinfectant products serves to prevent the development of microbiological organisms within the drinking water distribution network. The quantities introduced are normally lower than the legal limits laid down by Legislative Decree 31/01 and subsequent amendments and additions.

To eliminate the smell of chlorine it is sufficient to run the water or fill a jug and leave it in the fridge for some time, the substance evaporates and the unpleasant taste disappears. In any case, contact us at the emergency hotline to report any anomaly that is not resolved with these simple measures or if the problem persists. 

What to do if the water contains traces of sand?

Traces of sand are generally harmless and to eliminate them it is sufficient to run the water, usually from the tap closest to the point of supply, and thus avoid deposits in your system. In any case, you can contact us at the emergency hotline to report any anomaly that is not resolved by this measure or if the problem persists.

Does tap water promote stone formation?

Tap water is drinkable and does not favour the formation of stones. Acque Bresciane carries out accurate daily checks on water to establish its suitability for consumption by assessing physical, chemical and microbiological parameters. Specialised technicians take daily water samples from wells and networks and the samples are analysed in our certified laboratories, accredited to the highest safety standards.

What is the Online Shop?

The Sportello Online service of Acque Bresciane allows you to manage and monitor your water supply from your PC, smartphone or tablet.

What can I do from the Online Counter?

You can currently:

  • consult your statement of account, which conveniently and quickly allows you to view all the documents issued and the payment status
  • view contractual information such as supply location, tariff classification, delivery of documents
  • view and download the pdf of the bills already issued
  • check the consumption trend in a given period
  • record self-reading at any time, with particular attention to the periods indicated on the bill.
  • make payments
  • request contractual services (information, terminations, activations).

How can I register for the Online Counter?

If you have never activated the service, you can easily register by entering the codes shown on your bill in a few simple steps at the following link.

How can I enter the self-reading on the Online Counter?

If you are a registered user, i.e. in possession of username and password credentials, access the prontoweb service and enter the section dedicated to self-reading.

I cannot access the Online Counter, what can I do?

If you have forgotten your password, you can reset it using the password wizard.  Alternatively, you can send an e-mail to sportelloonline@acquebresciane.it to request a solution.

How many bills should I receive per year?

The minimum number of bills that the operator must issue in a year varies according to the average consumption recorded over the last three years (art.38 RQSII, 655/2015/R/IDR): :

  • 2 bills per year, on a semi-annual basis, for average annual consumption up to 100 cubic meters;
  • 3 bills per year, on a four-monthly basis, for average annual consumption from 101 to 1000 cubic meters;
  • 4 bills per year, every three months, for average annual consumption from 1001 m3 to 3000 m3;
  • 6 bills per year, every two months, for average annual consumption of more than 3000 cu m.

Where can I consult my bill?

To check whether your bill has been issued, you can register at the Sportello Online or download the new ABweb app free of charge. Both allow you to manage and consult your utilities, consumption and bills.

How and when is the security deposit returned?

When the utility is closed, the security deposit will be returned in the closing invoice, while it will be returned in the first useful invoice to those who activate the bank or postal direct debit. The refund of the security deposit will always be increased by legal interest. If the annual consumption exceeds 500 cubic metres, the security deposit will be returned in the bill.

How come I was billed for the same period in two different bills?

Bills can be either a balance bill, based on measured consumption, or an advance bill, based on estimated consumption. It may happen that a period invoiced on account is recalculated after the actual reading by our operators. You can check the recalculation items in the bill detail.

Why do I have to pay the bill if I have not consumed?

Even when the user does not consume, the fixed fee must be paid. This is independent of consumption and covers part of the fixed costs that the operator incurs to provide the service. It is charged in the bill in proportion to the billed period. In order not to pay the fixed fee, you can request that the meter be sealed or removed (in the latter case, reactivating the service will incur costs for intervention and the issuing of a new contract).

I need a duplicate of my utility bills. How can I do it?

You can request a duplicate of your bill by writing to sportelloonline@acquebresciane.it, or you can sign up to the Sportello Online service of Acque Bresciane to manage and monitor your water supply from your PC, smartphone or tablet, or download the free ABweb app.

Where can I find out more about the items that make up my bill?

You can find all the items that make up your bill in the 'Detail' section.

Can users who are not connected to the sewerage system be subject to sewerage and purification charges?

This can only happen in two cases. If work is in progress for the construction of a purification plant, a fee will be charged for the ongoing investment. If, on the other hand, the unconnected utilities fall within an area with sewerage, even if they are not connected, they may be charged sewerage and purification fees (as established by a ruling of the Court of Cassation in 2015).

Is the sewerage and purification tariff to be paid also by those who use water to water their gardens and vegetable gardens?

The sewerage and wastewater treatment tariff must be calculated on the total number of cubic metres consumed, regardless of the type of use, as established by Legislative Decree 152/2006 and subsequent amendments and additions, art. 155 c. 4. The sewerage and purification tariff is therefore also calculated for water used to water gardens and vegetable gardens.

How much does water cost?

Water does not have a fixed cost. The cost depends on personal consumption, in line with the principle "whoever pollutes or consumes more, pays more" of the European Directive 2000/60/CE. The water service tariff is made up of fixed charges and unitary charges, established according to consumption levels and differentiated according to the category of user and the number of household members. The fixed charge, on the other hand, is independent of the user's consumption and is expressed in euros per year.

Is there a dedicated tariff for resident domestic customers?

Yes, for the supply serving a single residential property unit, where the holder of the contract resides. In order to obtain this tariff, a declaration of ownership of the property must be submitted, together with the relevant certificates. You can find the Declaration in the Forms section.

 

What is the Social Water Bonus?

The Social Water Bonus is granted to users in a condition of economic hardship, to beneficiaries of citizenship income or citizenship pension. It is a measure to reduce the cost of the water service only, rebating the cost of 50 litres per day per person. From 1 January 2020, the tariff applied to the discount in the bill will be calculated on the entire integrated water service, i.e. aqueduct, sewerage and purification.

How can I apply for the Social Water Bonus?

As of 1 January 2021, those interested will no longer have to apply for the water bonus at the municipalities or CAFs. For further information, please consult the following link.

How can I communicate the self-reading?

You can report your meter reading free of charge:

  • to the toll-free number shown on your bill
  • in your reserved area of the Online Shop
  • by sending a text message to the number 3472270699 by typing in CODICESERVIZIO#LETTURA followed by the number shown on the meter
  • from the appropriate section of the ABweb App.

A process of validation of the reading communicated by the user will take place to check whether it is in line with his usual consumption.

Which numbers must I provide for self-reading?

For direct reading meters you must provide the black numbers only, for clock meters you must provide the black clock numbers starting with the thousands (X1000), continuing with the hundreds (X100), with the tens (X10) and finally the units.

How often do you take a meter reading?

The operator is obliged to try to take the reading

  • at least twice a year, at least 150 days apart, for users with average annual consumption up to 3,000 cu m;
  •  at least three times a year, at least 90 days apart, for users with average annual consumption of more than 3,000 cubic metres.

How can I check that my meter is working properly?

You can check that the meter does not register consumption while all the taps in the house are closed. Remember that even a small leak, if not repaired, can cause high consumption over time.

How can I protect my meter from frost?

The meter housing must be adequately insulated and protected against temperature variations, especially in the event of frost. To protect it temporarily, it is recommended to wrap it with insulating materials such as polystyrene or polyurethane foam.

My meter is not reading, what can I do?

If your meter is blocked, please contact our customer hotline.

How much does it cost to change the meter?

Faulty or malfunctioning meters are replaced free of charge.

I have experienced abnormal consumption. What should I do?

You can check that the meter does not register consumption while all the taps in the house are closed. Even a small leak, if not repaired, can lead to high water consumption over time. If the meter registers consumption while the taps are closed, the system must be repaired immediately.

I have received a letter of high consumption, what should I do?

If there is no reason for high consumption (e.g. pool filling), you can check whether the meter registers consumption even when all taps in the house are closed. In this case, the leak must be detected and repaired.  If you have any further questions, please contact the number on the letter you received.

I have had a water leak, what should I do?


In the event of a water leak, you must repair the system immediately. If the leak in the internal system and the repair are documented, you can access a relief on water consumption, as provided for in art. 1.20 of the AATO Integrated Water Service Regulations.

To access the relief, the user must present

  • a copy of the invoice issued by the plumber;
  • a copy of the declaration of conformity of the system with the rules of the art (Ministerial Decree no. 37 of 22/01/2008);
  • any reading after the repair has been carried out.

What are the payment methods?

You can pay your bill by

  • the MAV slip attached to the bill
  • direct debit from your current account SDD (Domiciliazione Bancaria)
  • directly from the ABweb app without commission
  • post office giro account c/c 90305574 made out to Acque Bresciane S.r.l. indicating in the reason for payment the user number and the number of the bill being paid
  • bank transfer to Acque Bresciane S.r.l. IBAN: IT70F0200805364000104386408 indicating in the reason for payment the user number and the number of the invoice you are paying
  • Credit card, by registering with the Online Counter on the www.acquebresciane.it website.
  • your internet banking or other channels provided by your bank, with the CBILL service;
  • cash or credit card directly at our counters in Rovato;
  • cash, credit card or cash (up to a maximum of €2,000.00) directly at our Padenghe counters.

How can I activate or change my direct debit?

To activate or change your direct debit, you can download the form from the website and send it completed to sportelloonline@acquebresciane.it, or come to the counter.

How can I deactivate my direct debit?

To deactivate your direct debiting, you can download the form, which you can fill in and send to sportelloonline@acquebresciane.it, contact your bank or come to our counters.

How can I get a refund or collect a credit?

You can request a refund using the form that you can download from our website or pick up at the counter, and send it completed to sportelloonline@acquebresciane.it.  For amounts of less than 50 Euro you will receive the refund directly on your invoice, while for higher amounts you will receive the refund directly on your current account if you have a standing order, otherwise you will receive a bank draft by post.

I have received the bill with estimated consumption, but I will have to discontinue use in the near future, do I still have to pay it?

Yes, you will have to pay the bill, and the period of estimated consumption will be recalculated in the closing invoice. If you are in credit, the amount will be refunded. However, you can provide us with your meter readings in the manner we have indicated in order to cancel your bill.

 

When can I request that my bill be paid in instalments?

By law only if the bill exceeds by 80% the average value referred to the bills issued during the last 12 months issued in accordance with the billing periodicity. In any case, you can indicate your request for an instalment plan, which will be evaluated, by using this form, downloading the form or requesting it at the counter.

What is the difference between transfer and activation?

Turning over is the request to change the owner of the contract or the identification data of an already active delivery point. Activation of the supply is the start of service provision, following a new supply contract.

How can I apply for the activation of an existing connection?

You can download the form, which must be filled out and sent to sportelloonline@acquebresciane.it, use the Prontoweb platform or contact our counters.

How can I apply for a transfer?

The first step is for the user leaving the service to check the status of their payments. Those taking over can then download the form, which must be filled in and sent to sportelloonline@acquebresciane.it, or use the Prontoweb platform, or come to our counters.

Is the transfer in the event of the death of the holder free of charge?

Yes, the transfer in the event of the death of the holder is free of charge. The only charges to be paid are the €16.00 revenue stamp and any security deposit if you do not activate domiciliation.

I need to reactivate an existing connection, what documents do I need to submit?

The documents required for activation are:

  • copy of the applicant's identity card;
  • written proxy in the case of an agent of the applicant, with a copy of the delegate's identity card;
  • declaration of the type of use;
  • declaration of ownership of the property with the relevant certificates;
  • cadastral data.

How can I request deactivation of the supply?

To request deactivation of a service, once the payment status has been checked, you can download the form, send it filled in to sportelloonline@acquebresciane.it, use the Prontoweb platform or come to our counters.

If the utility is not in my name, can I still request information at the counter?

You can do so by presenting a copy of the bill holder's identity card and the relevant proxy.

I need to change my billing address. What should I do?

You can contact us on our freephone number, write to sportelloonline@acquebresciane.it or come to our counters with your name, surname, service code, service applied, previous address and new address.

What is the preventive opinion on the internal sewerage scheme?

This is the document certifying compliance with the regulations on discharges, for wastewater and stormwater discharges from internal sewerage systems, new or to be modified, for existing buildings or those under construction.

This is the document certifying compliance with the regulations on discharges, for wastewater and rainwater discharges from internal sewerage systems, new or to be modified, for existing buildings or those under construction

The prior opinion on internal sewage scheme is requested at the discretion of the individual user or by the municipal technical office. It is based on the self-declaration provided by the user on the Application for Prior Advice on Internal Sewerage Scheme form.

How much does the preventive opinion on the internal sewerage scheme cost?

The amount to be paid varies according to the type of user:

  • 49,50 €, VAT included, for an opinion presented by residential users (domestic discharge) and by non-residential users (assimilated discharge according to RR n.6/2019 art. 4, co.1, letter a);
  • 74,80 €, VAT included, for an opinion submitted by a non-residential user (assimilated discharge according to RR n.6/2019 art. 4, co.1, letter b).

I have paid the estimate, when will the work be carried out?

The work will be carried out in accordance with the following timeframe (set out in Resolution 655/2015) depending on the type of work and subject to acceptance of all the conditions set out in the estimate, net of any authorisations required.

Execution times:

  • water connection involving the execution of specific simple work, within 15 days;
  • sewer connection involving specific simple work, within 20 days;
  • complex water connection, within 30 days;
  • complex sewer connection, within 30 days;
  • simple work, within 10 days;
  • complex work, within 30 days.

What is the boundary between the private internal installation and the public installation?

It is the point of delivery, identified by the boundary between the distribution system and the private system, normally located at the border between public and private property; the parts of the system that insist on public land are the responsibility of the operator, while the parts of the system on private land, excluding the meter, are the responsibility of the user.

What is the minimum supply pressure?

The minimum static operating pressure must comply with that indicated in the Prime Ministerial Decree of 4 March 1996, i.e. a hydraulic load of mt 5 (0.5 bar), measured at the delivery point, relative to the roof slab.

What is a discharge permit?

The admission to discharge into the public sewerage system is the document authorising the discharge of waste water from a building into the municipal sewerage system. It is based on the self-declaration provided by the user by means of the "admission to discharge of domestic/assimilated wastewater and/or connection to the municipal sewage system" form. 

When does the discharge permit have to be issued?

Always, for each new domestic/assimilated domestic/industrial discharge and for each qualitative-quantitative variation of the existing discharge.

Who issues the discharge permit?

Acque Bresciane, as Manager of the Integrated Water Service in the ATO of Brescia for domestic wastewater and wastewater assimilated to domestic wastewater according to RR n.6/2019 art. 4, co.1, letter a, in the managed Municipalities.

Ufficio d'Ambito di Brescia for assimilated wastewater pursuant to RR n.6/2019 art. 4, co.1, letter b and industrial wastewater.

How much does the admission to the discharge cost?

The amount to be paid for domestic and assimilated users in favour of Acque Bresciane is 100,10€, VAT included, for each real estate unit object of the admission request.

How can I submit an admission to discharge/advice on an internal sewage scheme?

The procedure for submitting an admission to discharge and a prior opinion is the same for both documents:

Download the forms from the website www.acquebresciane.it at the following link


N.B. The application for admission to discharge differs for domestic discharges (residential users) and discharges assimilated to domestic ones (business users). Please refer to the sector regulations for the type of discharge to be admitted.

  • Fill in the form in all its parts
  • Draw up a plan of the building, showing the black water scheme, the white water scheme and the relevant contact details.
  • Send to Acque Bresciane the completed discharge admission form, the floor plan and the other attachments highlighted in the document. You can use the e-mail addresses segreteria@acquebresciane.it - acquebresciane@cert.acquebresciane.it.

Once Acque Bresciane has received the completed form, it will send the applicant an estimate of the preliminary investigation costs to be paid.
Once the payment has been made, the authorisation/opinion can be processed.

When am I obliged to connect my home to the municipal sewerage system?

If the service is present, the user is obliged to connect (art. 5 of R.R. n.6/2019). The obligation to connect applies if the minimum distance technically feasible between the boundary of the property to be connected and the public sewer is less than or equal to 50 metres, through public roads or easements that can be activated.

Am I obliged to connect to the sewerage system even if my discharge point is lower than the level of the street sewer?

Yes, the obligation is established by art. 3.1 of the Regulations for the Integrated Water Service in the ATO of the Province of Brescia. When it is technically impossible to discharge wastewater into the public sewer system by gravity, the owners of the discharges must install suitable lifting systems.

Boundary between private and public sewerage system.

For the sewerage service, the boundary between the competence of the Manager and the User is established at the point furthest downstream of the outlets of the Florence-type siphon, the septic tank or the inspection pit of the relevant connection, even if these structures are located on public land. It is therefore the User's responsibility to construct and operate the system on both private and public land up to the point where the responsibility of the Manager begins.

How can I empty my private swimming pool?

The seasonal emptying of private swimming pools is allowed in the mixed sewer with a maximum flow rate of 1 litre/second, if it is impossible to find an alternative destination and in the absence of rain (art. 3.17 of the Regulations for the Integrated Water Service in the ATO of the Province of Brescia).  

Am I obliged to install systems to protect my property from backflow from the municipal sewerage system?

Owners of discharges at risk of backflow or leakage of water from the municipal sewerage system, identified and reported by the Manager with adequate documentation to the owner, the Municipality and the Ambit Authority, are obliged to adopt the reported measures. This is established by art. 3.12 of the Regulation for the discipline of the Integrated Water Service in the ATO of the Province of Brescia.  It is the responsibility of the owner of the discharge to maintain and check the operation of the individual users/internal networks in relation to the operation of the municipal sewerage system.

Can I install a solid waste shredder and discharge it into the sewer?

No, this is forbidden by art. 3.5 - Prohibited discharges - letter h) of the Regulations for regulating the Integrated Water Service in the ATO of the Province of Brescia. All substances classifiable as solid waste (solid urban waste, scrap metal, animal carcasses, food waste, sludge resulting from purification treatment, rags, feathers, straw, hair, feces, etc.), even if shredded by domestic or industrial shredders, may not be discharged into the sewer system.

I am the owner of a food production and/or catering business. Can I discharge into the sewer the waste water coming from the kitchen without installing a suitable device to separate vegetable and/or animal oils and fats?

No, as envisaged in art. 3.21 of the Regulation for the Integrated Water Service in the ATO of the Province of Brescia, waste water from food retail outlets and other retail businesses, including those with annexed production workshops aimed exclusively at the sale of foodstuffs, and/or from hotel and restaurant activities, at the request of the Manager, must be pre-treated in sufficiently sized grease separators. The construction of grease separators may also be imposed by the Manager on activities already connected to the sewerage system.