ELECTRICITY & GAS FAQs

We have collected some of the most frequently asked questions about bills. Check them out for more details.

How can my bills always reflect my actual consumption?

If you want your bills to be calculated on your actual consumption and not on an estimated consumption, send us your gas meter reading on the last 3 working days of the month for gas and the electricity meter reading on the last day of the month for electricity.

If I choose to change supplier, do I also get my gas/electricity system replaced?

Absolutely not. The meter and the local distribution system (which delivers the raw material through their networks and provides technical support) will remain the same.

How and when can I report self readings?

Readings can be reported on the last 3 working days of the month for gas and on the last calendar day of the month for electricity.
You can submit your self-metering readings in the dedicated section of the Customer Area, Online Support, or by contacting our toll-free number 800.93.93.00 on dedicated days.

I cannot find my invoice anymore, what can I do?

Nell’Area Clienti sono sempre a disposizione le fatture emesse, comprensive degli elementi di dettaglio.

Issued invoices, including detailed descriptions, are always available in the Customer Area.

Come presentare il reclamo o la richiesta di informazioni?

Le segnalazioni scritte possono essere inviate ai seguenti recapiti:

mail: clienti@dufercoenergia.com
PEC: clienti.dufercoenergia@pec.duferco.it
Posta: Via Paolo Imperiale 4- 16126 GENOVA

I reclami possono essere inviati utilizzando apposito modulo messo a disposizione nella sezione Modulistica di Servizio. Se non viene utilizzato il modulo, nel reclamo devono obbligatoriamente essere indicati i seguenti elementi minimi che permettono l’identificazione del cliente:

il nome ed il cognome;
l’indirizzo di fornitura;
l’indirizzo postale, se diverso dall’indirizzo di fornitura, o di posta elettronica per l’invio della risposta scritta;
il servizio a cui si riferisce il reclamo scritto (elettrico, gas, entrambi);
il codice alfanumerico identificativo del punto di prelievo dell’energia elettrica (POD) o di riconsegna del gas naturale (PDR), ove disponibile o, qualora non disponibile, il codice cliente;
una breve descrizione dei fatti contestati.

In my bill, I find a large amount under ‘CMOR’, what is it?

CMOR is the Italian acronym for Corrispettivo di MORosità (Arrears Fee). It represents an outstanding debt with the previous utility provider at the time of the transition to Duferco Energia. As stipulated by the Italian Regulatory Authority for Energy, Networks and the Environment (Autorità di Regolazione per Energia Reti e Ambiente - ARERA), the new suppliers inherit the debts accrued with the previous utility provider.

If you have already sent the your previous provider proof of payment, urge them to close your file.

How can I pay my bills?

Invoices can be paid via:

PagoPA using the IO App, from your Home Banking or with other enabled online channels or affiliated merchants (banks and ATMs, Post Office Points, bars, newsagents, betting shops, supermarkets, tobacconists and other affiliated merchants)
Bank Transfer
Direct Debit on SEPA Current Account (SDD) after completing the appropriate forms
Credit Card directly via the Customer Area or the App (functionality enabled only for payments under €1,000.00)
MAV payment slip via post offices, bank branches, via Internet Banking service or other affiliated merchants Lottomatica and SISAL

How can I know if I have paid all my bills?

You can check the status of previous payments either in the invoice section of the Customer Area, or on the first page of the invoices themselves, in the payment method section.

Is it possible to request deferred payment of the invoice?

Puoi inoltrare richiesta di dilazione della fattura, prima della scadenza della stessa, a mezzo email all’indirizzo dilazioni@dufercoenergia.com o chiedendo assistenza online.

You can submit a request for invoice deferment, before the invoice is due, by email to dilazioni@dufercoenergia.com or by contacting our Online Support.

We have collected some of the most frequently asked questions about POD and PDR codes on your bill.
Check them out for more details.

What does POD stand for?

POD means Point of Delivery. It is the unique alphanumeric identification code which identifies with certainty the physical point on the national territory where the electricity is delivered by the supplier and received by the end customer. This code does not change even if you change supplier.

What does PDR stand for?

PDR stands for Punto di riconsegna, which means Redelivery Point. It is the numerical code that identifies with certainty the physical point on the national territory where gas is delivered by the supplier and received by the end customer. This code does not change even if you change supplier.

Where can I find my POD/PDR code?

You can find the POD/PDR code associated with your utility on the first page of your bill, in the "supply data" section. In the absence of a bill, you can contact your local Electricity/Gas distributor.

Why do I need to know my POD/PDR code?

To change your current Electricity and/or Gas supplier, you must have your utility's POD/PDR code as it is used to uniquely identify the point of delivery.

See all the information on payments and refunds, choose the payment method that suits you best and find out how to request a refund.

How can I notify my wish to reconsider from entering into a supply contract?

As per ARERA Resolution Arg/elt/104/11, you can express your wish to reconsider by sending a registered letter with return receipt to

Duferco Energia – Via Paolo Imperiale, 4 – 16126 Genova;

or via certified email (PEC) to clienti.dufercoenergia@pec.duferco.it within 10 calendar days from the date of subscription (14 days you have an household utility contract). The communication must obligatorily contain the end customer personal details and those relating to the supply. Failure to provide such information will result in the request not being accepted.

What should I do if I relocate? How can I request termination of utilities?

Before moving out of a household, you must remember to apply for utility termination resulting in meter shutdown (Attention! Meter shutdown must be applied for while you still have access to the apartment/house).
The request can be made by filling out the form below which should be returned, together with your ID, by fax to +39 010.27.560.460, or by PEC to clienti.dufercoenergia@pec.duferco.it or by mail to:

Duferco Energia – Via Paolo Imperiale, 4 – 16126 Genova.

Download the meter shutdown form for electricity or gas.

What should I do to increase or decrease the power of the meter?

To request an increase or decrease in the power of your meter, simply fill out the form below and send it, along with your ID, by fax to +39 010.27.560.460, or via certified email (PEC) to clienti.dufercoenergia@pec.duferco.it

Download the form for No-Switch practices for electricity or natural gas.
Request Online Support

What shall I do to activate a new meter?

To request the activation of a new meter, simply fill out the form below and send it, along with your ID, by fax to +39 010.27.560.460, or via certified email (PEC) to clienti.dufercoenergia@pec.duferco.it

Download the form for No-Switch practices for electricity or natural gas.
Request Online Support

I would like to have more details about the items listed on my invoice.

In your invoice, you can find all the items’ descriptions in the Reading guide and in the two electricity and gas glossaries.

How can I change the name of the supply contract holder?

To change the name of the holder of an active supply, you will need to apply for a contract transfer by requesting the appropriate forms via our Online Support or by calling our customer service at the toll-free number 800.93.93.00

How can I request the reactivation of a closed meter previously in the name of another person?

To change the name of the holder of a supply and simultaneously request its reactivation, you must apply for a contract takeover. You can request the relevant forms via our Online Support or by calling our customer service at the free-toll number 800.93.93.00.

What are the terms for notifying the withdrawal from the contract to the old supplier?

As per Resolution by the Italian Regulatory Authority for Energy, Networks and the Environment (Autorità di Regolazione per Energia Reti e Ambiente - ARERA), you must give a notice of:

30 days, for household utility contracts
90 days, for non-household utility contracts, connected to the low voltage line
180 days, unless otherwise specified in the contract, for non-household utility contracts, connected to the medium voltage line.

The calculation starts from the first day of the month following the month in which the supplier received the notice of termination.

If I change supplier, will I receive two invoices?

No, starting with the bill following activation, you will receive only the Duferco Energia bill; the old supplier may send you a settlement bill, if any.

In this section you will find some of the most frequently asked questions about possible scams

What are scams?

With the rise of new technologies, scam attempts have become increasingly widespread. They are perpetrated via the Internet, email, SMS or telephone, with the aim of soliciting payments, collecting personal and sensitive data, and activating unsolicited services.

What type of scams do exist?

You shall watch out for three types of scams.

Email scam: You may receive emails that looks similar to those sent by Duferco Energia. This type of message generally contains a link to a page where you are asked to enter your data and/or other private and confidential information.
SMS scam: As for email scams, you may receive text messages containing a link to a page where you will be asked to enter personal and confidential data. We always recommend to beware of any links contained in the communications received that may refer to unofficial websites. We also recommend not to call phone numbers other than the toll-free Duferco Energia customer service number: 800.93.93.00
Phone scam: The call may come from an unknown or foreign number. The purpose of the call is the same as the previous scams, e.g. to create a sense of urgency that induces the user to provide confidential information and/or to accept an unsolicited supply.

How do I protect myself from scams?

Never disclose the details of your electricity and gas supply contract.
Ask for the customer code or POD/PDR number. Only you and Duferco Energia would know these details.
In case of suspicious calls or if the operator is unable to identify him/herself, discontinue the call.

What should I pay attention to?

In case of suspicious communications, pay attention to:

Any unexpected communications, unrelated to any prior requests
Email addresses and links: Duferco Energia’s email addresses end with @dufercoenergia.com (domain). Any links or URLs contain the ‘dufercoenergia.com’ wording
Requests for personal codes or confidential data (passwords, access codes, etc.). Duferco Energia would never ask you to provide such data

Contact our Customer Care

You can request assistance from our Customer Care by clicking directly on the link here: Online Support. We will provide you with all the assistance you need as quickly as possible.

We have collected some of the most frequently asked questions about managing your personal data.
Check them out for more details.

How can I change my personal data they are not correct?

You can request to change them from the Customer Area, by submitting the request to the Online Support,or by sending your change request by Fax to +39 010.27.560.460 (always indicating the customer number and attaching your ID)

Can I change the invoice delivery address?

You can request to change it from the Customer Area, by submitting the request to our Online Support, or by sending the change request by Fax to +39 010.27.560.460 (always indicating the customer number and attaching your ID)