USEFUL DOCUMENTS

In this area, you find all downloadable documents and links on the Italian power market and industry regulations.
invisibile
After-meter safety assessments
Dear customer, as per Decision no. 2014 40/2014/R/gas of February 6, 2014 on the Provisions on safety assessments of gas utility systems , amended by Resolution no. 261/2014/R/gas of June 06, 2014, some minor changes have been made to the A40 supply activation procedure.
In particular, these changes concern the attachments to be provided to end customers. At the following links, you can find the documents ‘CIG 11 Guidelines’ and ‘Attachment: Work quote requests received by the seller (Form F40)’:

Final Customer Insurance

Anyone who uses, even occasionally, natural gas or other gas supplied through urban distribution or transmission networks, automatically benefits from insurance coverage against gas accidents, pursuant to Resolution no. 167/2020/R/gas of the Italian Regulatory Authority for Energy, Networks and the Environment (Autorità di Regolazione per Energia Reti e Ambiente – ARERA)

Such insurance coverage is valid all over Italy. It does not cover the following:

  • Methane gas end customers other than household or residential building customers, with a meter class higher than G25 (the meter class is indicated on the bill)
  • Consumers of natural gas for automotive use

The guarantees cover civil liability towards third parties, fire and accidents originating in the installations and appliances downstream of the gas delivery point (downstream of the meter). The insurance is taken out by the Italian Gas Committee (Comitato Italiano Gas – CIG) on behalf of end customers.

For further details regarding insurance coverage and the forms to be used to report a claim, you can get in touch with the Consumer Desk (Sportello per il consumatore energia reti e ambiente) by calling the toll-free number 800.166.654 or as indicated on the www.arera.it website.

Gas End User Policy
Claims Form

Assignment of standard delivery profile to redelivery points

In Resolution No. 229/2012/R/gas, the Italian Regulatory Authority for Energy, Networks and the Environment (Autorità di Regolazione per Energia Reti e Ambiente – ARERA), established new delivery profiles, defined according to the following guidelines: For CIVIL points of redelivery (PdR), that is, all points of redelivery that use natural gas for one or more of the following purposes: heating, cooking food, domestic hot water production, and air conditioning:

  • If the annual consumption is less than 500 Scm, the point of redelivery is classified in the C2 (food cooking and/or domestic hot water production use) category of use
  • If the annual consumption is between 500 and 5,000 Scm, the point of redelivery is classified in the C3 (heating+cooking and/or domestic hot water production) category of use
  • If the annual consumption is grater than 5,000 Scm, the point of redelivery is classified in the C1 (heating) category of use
  • On the other hand, if the PdR falls into categories C4 (air conditioning) or C5 (air conditioning+heating), the end customer is required to submit a declaration in lieu of affidavit to apply for the correct profile. Similarly, if the PdR, while consuming more than 5,000 Scm/year, falls into categories C2 or C3, the end customer is required to submit a declaration in lieu of affidavit to apply for the correct profile. This declaration is valid for 2 years and should therefore be periodically renewed and sent to the provider that will forward it to the distributor.

For the points of redelivery (PdR) with TECHNOLOGICAL use, i.e., distribution network redelivery points that use gas as part of industrial or artisan production activities, the distributor will assign by default the T2 (technological use+heating) category of use and delivery class 3 (5 days a week excluding Saturdays, Sundays, and national bank holidays).
The competent authority has established that in certain cases the holders of Redelivery Points, can attest to a gas use different from the one assigned to them by sending a declaration in lieu of affidavit to their sales company (notice to the Single Buyer will take place both for points of redelivery for TECHNOLOGICAL and for CIVIL use by June 10 each year).

Table 1: Gas – Categories of Use

Code Description Annual consumption Thermal component
C1 C1 Heating > 5.000 Sm3 YES
C2 C2 Use: Cooking and/or hot water production < 500 Sm3 NO
C3 C3 Use: Heating + cooking and/or hot water production > 500 Sm3 <5.000 Sm3 YES
C4 C4 Use: Air conditioning NO
C5 C5 Use: Air conditioning + heating YES
T1 T1 Technological use (industrial craft) NO
T2 T2 Technological use + heating YES

 

Table 2: Delivery Classes – Annex A AEEG Resolution no. 229/2012/R/GAS of May 31, 2012

Code Weekly delivery days Notes
1 7 days
2 6 days (excluding Sundays and national bank holidays)
3 5 days (T1 and T2) (excluding Saturdays, Sundays and national bank holidays)

FORM 1 Civil Use

FORM 2 Technological Use

Bonus

invisibile
Social Bonus
1. EE BONUS

(a) BONUS FOR ECONOMIC HARDSHIP
From January 1, 2021, economic hardship bonuses will be awarded automatically to those who are eligible, without them having to apply.

Who is entitled to it?

For the year 2023, all domestic customers who hold an electricity supply contract for a single home can obtain the bonus, regardless of whether or not these households are recipients of conditional citizenship income/pension and belong to one of the following benefit classes:

  • family unit with ISEE indicator not exceeding €9,530;
  • family unit with more than 4 dependent children and ISEE indicator not exceeding 20,000 euros;
  • -bis defined as “DSU with families with €20,000 < ISEE <= €30,000, with 4 or more dependent children (class introduced by decree 30 March 2023 n. 34 starting from the second quarter of 2023 until 31/12/2023)
  • family unit holder of Citizenship Income or Citizenship Pension with fewer than 4 children and with ISEE greater than €9,530.
  • family unit with fewer than 4 children and with ISEE exceeding €9,530 and not exceeding €15,000.

Each family unit, if the requirements are met, can request both the bonus for the electricity supply and for the gas supply due to economic hardship.
If someone in the home lives in serious health conditions and qualifies for the bonus for physical discomfort, the family can also request this benefit.

Individuals entitled to citizenship income will also be entitled to access the social bonus despite exceeding the ISEE threshold of €8,265 (as provided for pursuant to ARERA Report n.280/2019/I/COM).

How to apply for it?
As of January 1, 2021, eligible beneficiaries will no longer have to apply for economic hardship bonuses at Municipalities or CAFs.

The citizen/household only has to submit the Dichiarazione Sostitutiva Unica (DSU) (Single declaration in lieu of affidavit) every year, starting from 2021, in order to obtain the ISEE certificate for all the different subsidized social benefits.

Any applications submitted on or after January 1, 2021, therefore, cannot be accepted by Municipalities and CAFs and will not be eligible for the bonus in any case.

For more information, go to the dedicated website of the Italian Regulatory Authority for Energy, Networks and the Environment (Autorità di Regolazione per Energia Reti e Ambiente – ARERA).

(b) BONUS FOR PHYSICAL HARDSHIP (SEVERE HEALTH CONDITIONS)

Who is entitled to it?
All household customers with a serious illness or household customers with electricity supply where a person with a serious illness who is forced to use life-saving electro-medical equipment lives are eligible for the bonus.

How to apply for it?
To access the bonus, you must fill out and submit the application at your Municipality of residence or at another institution designated by it (e.g. a CAF).

To do so, fill out the relevant forms available on the website of the Italian Regulatory Authority for Energy, Networks and the Environment Autorità di Regolazione per Energia Reti e Ambiente – ARERA.

To fill in the forms you need all the information relating to the customer, his/her residence and the characteristics of the electricity supply contract (easily found on your bills).

To apply for a social bonus due to physical hardship, you will need specific certificate issued by the local health authority (ASL), while the ISEE certificate is not required.

For more information, go to the dedicated website of the Italian Regulatory Authority for Energy, Networks and the Environment (Autorità di Regolazione per Energia Reti e Ambiente – ARERA).

2. GAS BONUS

What is it?
Since December 2009, the so-called ‘gas social bonus’ (i.e., the compensation scheme for expenditure incurred by household customers for the supply of natural gas) has been active. This bonus, in the form of a discount applied to the natural gas bill, is a tool introduced by the Italian government to support households in economic hardship by providing them with a discount on their annual natural gas expenditure.

Who is entitled to it?

For the year 2023, all domestic customers who hold a gas supply contract for a single home can obtain the bonus, regardless of whether or not these households are recipients of conditional citizenship income/pension and belong to one of the following benefit classes:

  • family unit with ISEE indicator not exceeding €9,530 euros;
  • family unit with more than 4 dependent children and ISEE indicator not exceeding 20,000 euros;
  • -bis defined as “DSU with families with €20,000 < ISEE <= €30,000, with 4 or more dependent children (class introduced by decree 30 March 2023 n. 34 starting from the second quarter of 2023 until 31/12/2023)
  • family unit holder of Citizenship Income or Citizenship Pension with fewer than 4 children and with ISEE greater than €9,530.
  • family unit with fewer than 4 children and with ISEE exceeding €9,530 euros and not exceeding €15,000

The compensation is recognized both to customers who have signed an individual supply contract (direct domestic customers) and to customers who use condominium systems (indirect domestic customers).

How to apply for it
As of January 1, 2021, eligible beneficiaries will no longer have to apply for economic hardship bonuses at Municipalities or CAFs.
The citizen/household only has to submit the Dichiarazione Sostitutiva Unica (DSU) (Single declaration in lieu of affidavit) every year, starting from 2021, in order to obtain the ISEE certificate for all the different subsidized social benefits.

Any applications submitted on or after January 1, 2021, therefore, cannot be accepted by Municipalities and CAFs and will not be eligible for the bonus in any case.

For more information, go to the website of the Italian Regulatory Authority for Energy, Networks and the Environment (Autorità di Regolazione per Energia Reti e Ambiente – ARERA).

E-Distribuzione Communication

We would like to inform you that, in order to improve the service rendered to customers connected to its distribution network, E-Distribuzione has implemented new services using innovative tools, which allow you to:

  • Receive real-time information on the status of your supply
  • Follow up on the evolution of already reported failures
  • Know in advance about planned outages, including those provided for by the roll out of the Italian electricity system safety emergency plan (Piano Emergenza Sicurezza Sistema Elettrico – PESSE)

In addition to the fault reporting service, reachable as you know via the toll-free number 803.500, you will have access to the following new services:

  • Short Message Service (SMS) – Accessible by sending an SMS to the dedicated number +39 320.2041500, containing the POD code of the supply about which you request information. The service is free of charge, and the cost of sending the SMS depends on the user’s mobile plan
  • Dedicated mobile device application (APP) – Accessible by downloading from app-stores the free GUAST E-DISTRIBUZIONE application, available for iOs and Android platforms
  • To learn about any scheduled outages of power services and the specific application of the plan, go to E-Distribuzione website
Communication on customer arrears
Communication to end customers relating to arrears
As set forth by the Italian Regulatory Authority for Energy, Networks and the Environment (Autorità di Regolazione per Energia Reti e Ambiente – ARERA), and pursuant to the Integrated Text on Electricity Arrears (Testo integrato morosità elettrica – TIMOE) (Annex A to Resolution no. 258/2015/R/com) and the Integrated Text on Gas Arrears (Testo integrato morosità gas – TIMG) (Resolution no. ARG/gas 99/11, as amended and supplemented), in case of even partial non-payment of the bill, 1 (one) day after the due date of the invoice, the Supplier will implement credit recovery actions, up to the point of requesting the suspension of the supply due to arrears.
In particular, the Supplier will proceed to formally place the customer in default, by sending a written notice by registered mail, and urging them to settle unpaid bills in compliance with ARERA’s provisions mentioned above.

How to formally serve a default notice to the end customer
For all unpaid invoices, the Supplier shall place the end customer in default by means of written notice by registered mail, in which the Supplier must indicate the following:

  1. The deadline by which the customer is required to make payment, highlighting the date from which such deadline is calculated (date of issuance or date of the default notice) and the regulatory provisions regarding the deadlines to be met by the sales operator
  2. The time frame after which, in the event of a default still outstanding, the distribution service user shall send the distribution company a request to shutdown the redelivery point to suspend the supply due to non-payment
  3. The ways in which the customer can communicate he/she made the payment
  4. Information regarding the end customer right to get automatic compensation if the supply has been suspended due to non-payment despite failure to comply with the terms provided for by the regulations

The customer shall make payment within 20 (twenty) days from the issuance of the registered letter. After 3 (three) working days from the payment due date, without prejudice to the cases for which supply suspension is prohibited, as provided for by the regulations applicable from time to time, and without prejudice to the shorter terms provided in case of repeated arrears, the supplier will request the Distribution Company to suspend the supply due to non-payment.

Time frame for supply suspension
In case the technical conditions of the meter allow it, a reduction of 85% of the available power of the meter will be carried out before the suspension of the supply. After 15 (fifteen) days from the reduction, if the payment is not made, the supply will be suspended.
These actions will be discontinued only if proof of payment is provided.
Following the request for suspension and any reduction in available power or deactivation of the supply or reactivation of the same, the customer will be charged the fixed-rate fees provided by current regulations.

Automatic compensation
In the event of failure to comply with the provisions of the Integrated Text on Electricity Arrears (Testo Integrato Morosità Elettrica – TIMOE) and the Integrated Text on Gas Arrears (Testo Integrato Morosità Gas – TIMG), the Supplier will be required to pay the customer the automatic compensation provided. Specifically, the customer will be entitled to automatic compensation in the amount of:

  1. €30 (thirty) in the event that the supply has been suspended or the available power has been reduced due to arrears without any prior notice of default to the customer
  2. €20 (twenty) in case the supply is suspended or the available power has been reduced due to arrears, in case of:
    1. Non-compliance with the deadline indicated in the notice of default within which the Customer is required to make payment
    2. Failure to comply with the maximum term provided by ARERA between the date of the default notice issuance and the date of delivery of the same by postal carrier, if Duferco Energia is not able to evidence the date in which the shipment was made
    3. Failure to comply with the minimum term provided for by ARERA between the payment due date and the date of the request to the distributor for suspension of the supply due to arrears

In the above cases, the end customer may not be required to pay any additional compensation related to the suspension or reactivation of the supply. Automatic compensation will be paid to the customer directly or at the time of the first useful invoice.

Taxes and excise duties
Automatic compensation and trade quality level
The Electricity and Gas Authority has provided for automatic compensation in the event of failure to meet the terms set for specific quality levels. The compensation is equal to €25 if the service is delivered beyond the maximum scheduled term, but within twice the time. It is equal to €50, if the service is performed beyond twice the time and up to three times the term set and it is equal to €75 if the service is delivered beyond three times the term set. By Res. ARG/com 104/10, as amended, ARERA has also established that failure to comply with the provisions regarding the periodicity of issuance of invoices and the terms by which ‘unilateral variation of contractual conditions’ shall be communicated would trigger the payment by the Supplier to the End Customer of automatic compensation equal to € 20 and € 30 respectively. Further compensation is also provided for under the Integrated Text on Electricity Arrears (Testo Integrato Morosità Elettrica – TIMOE) and the Integrated Text on Gas Arrears (Testo Integrato Morosità Gas – TIMG ) in case of failure to comply with the default notice and suspension of the supply of electricity and/or natural gas: €30.00 in case of suspension of supply and/or reduction of power in the absence of prior shipment of the default notice by registered letter; €20.00 in case of suspension of supply and/or reduction of power before the expiration of the terms referred to in Article 14.2 of the general conditions of supply.

TIQV Compensation

In compliance with Art. 37 of Annex A to Resolution no. 413/2016/R/com of July 21, 2016, as amended, the quality levels achieved in the year 2021 are made available.

Trade Quality Level 2021

Indicatore Standard specifici Standard generali
Tempo di emissione della bolletta sintetica di periodo 45 giorni solari dall’ultimo giorno di consumo fatturato
Tempo di emissione della bolletta di chiusura 40 giorni dal giorno della cessazione della fornitura se la bolletta è elettronica, 34 giorni dalla cessazione della fornitura se la fattura è cartacea
Incidenza dei consumi stimati rispetto ai consumi effettivi <= 0,50 (se GAS)

<= 0,75 (se Energia Elettrica)

 

Measures adopted by ARERA for people affected by earthquake events, starting from 2016

News 2023

News 2022

News 2021

NEWS ON FARE REDUCTIONS AND BENEFITS IN FAVOR OF EARTHQUAKE-AFFECTED POPULATIONS (2023)

By Arera’s Resolution no. 2/2023/R/com, the fare reductions in favor of the following customers are extended until December 31, 2023:

  • Supplies in red zones located in Center Italy and in particular in the municipalities listed in Annexes 1, 2, and 2bis to Italian Decree-Law no. 189/16
  • Holders of utilities related to uninhabitable estates located in Central Italy and in the municipalities of Casamicciola Terme, Lacco Ameno, and Forio, which by April 30, 2021 have declared, by submitting to the locally-competent Italian Revenue Agency office (Agenzia delle entrate) and the National Institute of Social Security (INPS), the uninhabitability of the building, dwelling house, professional studio, or company or the unchanged uninhabitability state previously declared.

NEWS ON FARE REDUCTIONS AND BENEFITS IN FAVOR OF EARTHQUAKE-AFFECTED POPULATIONS (2022)

Following the publication of Law No. 234 of Dec. 30, 2021 (Italian Budget Law 2022), the regulatory framework to protect people affected by the earthquake events which hit the central regions of Italy and the municipalities of Casamicciola Terme, Lacco Ameno, and Forio (Ischia), in the years 2016 and 2017, was modified. Specifically, the following fare reductions and benefits were extended until December 31, 2022:

  • Exemptions for utilities and supplies located in ‘red zones’ established by special mayor ordinance issued during the period between August 24, 2016 and July 25, 2018
  • Benefits for holders of utilities and supplies relating to uninhabitable estates who by April 30, 2021 have declared, in accordance with Presidential Decree 445/00, by submitting to the locally-competent Italian Revenue Agency office (Agenzia delle entrate) and the National Institute of Social Security (INPS), the uninhabitability of the building, dwelling house, professional studio, or company or the unchanged uninhabitability state previously declared.

As part of the normal billing cycle, power providers will continue to recognize in their bills the benefits to those customers and users who had already benefited from them in 2021, in accordance with the provisions of Resolution no. 111/2021/R/com.
The Italian Regulatory Authority for Energy, Networks and the Environment (Autorità di Regolazione per Energia Reti e Ambiente – ARERA) implemented such new measures with Res. no. 34/2022/R/com, available on Arera’s Website.

NEWS ON FARE REDUCTIONS AND BENEFITS IN FAVOR OF EARTHQUAKE-AFFECTED POPULATIONS (2021)

Following the seismic events that occurred on August 24, 2016, October 26, 2016, and January 18, 2017, the Italian Regulatory Authority for Energy, Networks and the Environment (Autorità di Regolazione per Energia Reti e Ambiente – ARERA) ordered the suspension of the payment terms of bills for the supply of electricity and gas already issued or to be issued and the application of specific tariff reductions for the affected municipalities, as identified in Resolutions no. 252/17 of April 18, 2017, no. 810/2016/R/com of December 28, 2016, as amended.

AUTOMATIC BENEFICIARIES

  1. Customers holding at least one active supply contract on the date of the earthquake in the municipalities listed in Annexes 1 and 2 and 2-bis of Italian Decree Law no. 189/16, with the exception of active supplies located in the municipalities of Teramo, Rieti, Ascoli Piceno, Macerata, Fabriano, and Spoleto.
  2. Customer housed in SAE AND MAPRE, including utilities and supplies related to general services of the said benefits, located in the affected population temporary reception areas set up by the municipalities and those located in the buildings used for housing assistance to these population.

NON-AUTOMATIC BENEFICIARIES

The provisions may apply, at the request of the person concerned:

  1. In the municipalities of Teramo, Rieti, Ascoli Piceno, Macerata, Fabriano, and Spoleto, to individual affected customers who declare the uninhabitable nature of their building, dwelling house, professional studio or company, in accordance with the Consolidated Text of Italian Presidential Decree no. 445/2000, by submitting it to the locally-competent Italian Revenue Agency office (Agenzia delle entrate) and the National Institute of Social Security (INPS)
  2. To any individual who, due to the seismic events of August 24 and following ones, suffered serious damage to his or her home of residence and is therefore able to demonstrate the partial or total uninhabitable nature of the same and the causal link with the aforementioned events proven by appropriate sworn expert opinion
  3. To utilities located in the MAPs and intended for those affected by the seismic events of August 24, 2016 and following one, and utilities and temporary supplies for residential use, such as caravans and campers, excluding those associated with traveling entertainers, at the request of the user who has suffered, due to the seismic events of August 24 and after, serious damage to his or her home and is therefore able to demonstrate the partial or total uninhabitable nature of the same and the causal link with the aforementioned events proven by appropriate sworn expert opinion

PORTABILITY OF THE BENEFITS

Each beneficiary can get benefits for all the supply points that were active on the date of the earthquake. The person entitled to relief automatically and non-automatically, who, on the date of the earthquake, was resident in the real estate unit that became uninhabitable, is also entitled to enjoy relief with respect to the real estate unit in which he or she established residence/domicile after the earthquake event, regardless of the Region in which the latter is located.

HOW TO APPLY FOR BENEFITS

Non-automatic beneficiaries shall, within 36 months from the date of the earthquake event, submit to the electricity, natural gas, or gas provider, distributed through canalized networks, and to the operator of the integrated water service a request to be granted the above mentioned benefits, providing the following documents:

a) Copy of the certification deed by the competent municipal authority, or equivalent documentation, on the uninhabitability of the original real estate unit owned by the end customer, or a declaration in lieu of affidavit, pursuant to the Consolidated Text referred to in Italian Presidential Decree no. 445/00, by submitting it to the locally-competent Italian Revenue Agency office (Agenzia delle entrate) and the National Institute of Social Security (INPS), certifying the uninhabitable nature of the original real estate unit owned by the same end customer

b) Self-certification stating the date of the occurrence of the seismic event that made the dwelling uninhabitable (either August 24, 2016, October 26, 2016, or January 18, 2017) and that, in relation to the point of supply in the real estate unit referred to in point (a) above, no benefits for other points of supply have been requested, either by the applicant or by other persons who, on the date previously indicated, resided in the housing unit referred to in point (a) above

c) Identifying elements of the contract, including the type of contract, respectively, for the supply of electricity, natural gas, and water relating to the housing unit referred to in point (a) above

d) Self-certification, if any, that the real estate unit referred to in point (a) above is the house of residence

e) Self-certification of having resided on the date indicated in point (b) above in the same housing unit, if the applicant is different from the holder of the utilities in the housing unit referred to in point (a) above.

The above documentation (declaration, copy of identification and, if required, uninhabitability forms or sworn expert opinion), and/or any different address for the purpose of delivery of any invoices and communications with respect to the original point of supply, shall be returned to:
Duferco Energia SpA – via Paolo Imperiale, 4 – 16126 Genova

clienti@dufercoenergia.com

TYPE AND DURATION OF BENEFITS

The benefits set out in Res. 252/2017/R/com, as amended, are recognized, subject to exceptions, until Dec. 31, 2020 from the date of the earthquake that caused the uninhabitability of the housing unit (Aug. 24, Oct. 26, Jan. 18) for all automatic and/or non-automatic beneficiaries who submitted the appropriate request.

BILLING RESUMPTION

The sales operator who: (a) has suspended the issuance of invoices shall provide for the issuance of a single invoice for the uninvoiced amounts that takes into account the benefits provided for by this measure; (b) has not suspended the issuance of invoices, suspending only their payment terms, shall provide for the issuance of a single invoice for the settlement of the invoiced amounts that takes into account the benefits provided for by this measure and any amounts already paid by the end customer or shall provide, through alternative methods, for the crediting of these amounts to the end customer.

The resumption of billing and subsequent issuance of single or settlement bill will take place by June 30, 2021, subject to payments already made by customers/end users as of August 15, 2020.

INSTALLMENT SCHEDULING CRITERIA

The total amount of the single or adjustment invoice issued at the resumption of billing, if greater than €50, will be automatically installed, without interest, for a period of up to 36 months (with a minimum installment of €20).

This is without prejudice to the end customer’s right, upon special written or otherwise evidence-supported request, to make payment in a non-installed manner.

People affected by the earthquake of August 21, 2017 located in the municipalities of Casamicciola Terme, Lacco Ameno, Forio

People residing in these municipalities can also access the benefits mentioned above, pursuant to, among others, Resolutions no. 587/2018/R/com and no. 429/2020/R/com. For this purpose, interested parties are required to submit the appropriate application to the sales operator by December 31, 2020, providing the following documents:

a) Declaration in lieu of affidavit, drafted in accordance with the Consolidated Text of Italian Presidential Decree No. 445/00, certifying that the housing unit in which the utility or supply to be facilitated is located is the house of residence;

b) Self-certification of having resided on August 21, 2017 in the same housing unit, if the applicant is different from the holder of the utilities in the housing unit referred to in point (a) above.

c) Self-certification stating that, in relation to the point of supply in the real estate unit referred to in point (a) above, no benefits for other points of supply have been requested, either by the applicant or by other persons who, on the date previously indicated, resided in the housing unit referred to in point (a) above

d) Identifying elements of the contract, including the type of contract, respectively, for the supply of electricity, natural gas, and water relating to the housing unit referred to in point (a) above

Forms required to apply for benefits, for customers who do not benefit from automatic grant, are available at the end of this notice.

Forms for Casamicciola Terme Lacco Ameno Forio

Forms for Municipalities Annex 1,2,2bis D.L.189-16

Forms for New Deliveries

A number of clarifications published by the Italian Regulatory Authority for Energy, Networks and the Environment (Autorità di Regolazione per Energia Reti e Ambiente – ARERA) are made available. These include namely the following:

In order to avoid excessive burdens on users, also in light of the current containment measures resulting from the health emergency that limit the possibility of travel, can applications filed with affidavits attesting to the uninhabitable nature of the dwelling be considered admissible, even without submitting them to the offices of Italian Revenue Agency office (Agenzia delle entrate) and the National Institute of Social Security (INPS), accompanied, however, by the municipal ordinance of uninhabitable nature or similar documentation?

For non-automatic benefit granting, in order to avoid excessive burdens on users and in view of the new procedural simplification introduced by the recent Decree-Law 76/20, any applications referred to in paragraphs 3.1 and 3.2 of Resolution 252/2017/R/com accompanied by the municipal ordinance of uninhabitability or appropriate documentation issued by the municipal administration can be considered as admissible, provided that these documents confirm and ascertain the causal link between the damage suffered by the real estate, resulting in uninhabitability, and the seismic event.
The Authority, by Resolution no. 111/2021/R/COM, amended the regulations on benefits set for earthquake-affected populations.

For the people affected by the seismic events that occurred as of August 24, 2016 in Central Italy, the benefits defined in Authority Resolution no. 252/2017/R/com are extended until December 31, 2021 for the following categories of users:

a) Holders of utilities and supplies located in the municipalities listed in Annexes 1, 2 and 2 bis to Law Decree no. 189/16 who declare, by April 30, 2021, by submitting to the Italian Revenue Agency office (Agenzia delle entrate) and the National Institute of Social Security (INPS), the uninhabitability of the building, dwelling house, professional studio, or company or unchanged uninhabitability state previously declared

b) Holders of utilities and supplies located in SAEs, or in MAPRE, pending a more precise identification of the term of duration of the benefits, taking into account the time criterion of the ‘completion of reconstruction’;

c) Holders of utilities and supplies located in a red zone identified by a special mayor ordinance, issued in the period between August 24, 2016 and July 25, 2018.

For the populations affected by the seismic events that occurred on August 21, 2017 in the municipalities of Casamicciola Terme, Lacco Ameno, and Forio, the benefits provided for in Article 1 of Resolution no. 429/2019/R/com are extended until December 31, 2021 for holders of utilities and supplies who declare, by April 30, 2021, by submitting to the Italian Revenue Agency office (Agenzia delle entrate) and the National Institute of Social Security (INPS), the uninhabitability of the building, dwelling house, professional studio, or company or unchanged uninhabitability nature as previously declared.

Benefits for holders of unusable utilities/supplies

By June 30, 2021, holders of unusable utilities/supplies shall submit an application to the electricity and/or natural gas sales operator to be able to access to the aforementioned benefits, providing the following documents:

a) Declaration in lieu of affidavit, drafted in accordance with Articles 46 and 47 of Presidential Decree No. 445/00, by submitting to the locally-competent Italian Revenue Agency office (Agenzia delle entrate) and the National Institute of Social Security (INPS), the uninhabitability of the building, dwelling house, professional studio, or company owned by the end user

b) Self-certification – only for beneficiaries who are owners of household utilities/supplies – stating that the real estate unit referred to in letter (a) above was the house of residence on the date of the earthquake events

c) Contract identification details, including the type, respectively, for the supply of electricity, natural gas, and integrated water service relating to the real estate unit referred to in letter (a) above.

Sales operators are also required to consider any applications received after June 30, 2021, but not later than December 31, 2021. In such cases, sales operators will have to account for the benefits to be applied, if the settlement invoice has already been issued, starting from the next available invoice.

In the event that the habitability of the real estate unit is restored before December 31, 2021, the beneficiaries of the extension of the benefits shall notify it, within 30 (thirty) days, to the sales operator, who shall suspend, within 15 (fifteen) days from the date of receipt of the notice, the application of the benefits.

Issuance of settlement invoices

For all cases, settlement bills will be issued by December 31, 2021.

Installment scheduling for all utilities
For people affected by the earthquake events that occurred on or after August 24, 2016 in the central regions of Italy, payment of suspended amounts is deferred to 120 months from the settlement invoice notice date.

Billing provisions
Providers who have already issued the settlement invoice shall:

a) Suspend the payment terms of the outstanding installments of the same invoice, in order to allow customers and end users to pay the amounts due and not yet paid only after the issuance of a new recalculated and installed settlement invoice, in accordance with the provisions set forth by this measure.

b) Not apply the credit protection discipline applicable in case of non-fulfillment of payment obligations (arrears discipline) with respect to any unpaid installments referred to letter (a) above.

The forms that you shall fill in to get access to the benefits are available at the end of this notice and must be sent back to the supplier by June 30, 2021.

Earthquake Forms
Earthquake Forms – New Activations

Measures adopted for people affected by flood event, starting from 2023, May 1

Latest updates on the measures in favor of the populations affected by the flood in Emilia on 1 May 2023 (resolution 390/2023/R/com).

With resolution 390 of 3 August 2023, Arera extended the period of suspension of payment terms until 31 October 2023.

The extension will take place at the request of the customer who owns the utilities and supplies serving homes or offices that have been compromised in their functional integrity as a result of the flood events that occurred starting from 1 May 2023.

To obtain recognition of the extension of the suspension of payment terms, the beneficiary subjects holding utilities and supplies located in the Municipalities and fractions of Municipalities referred to in Annex 1 to Legislative Decree 61/23 and active on 1 May 2023, must send the request to extend the suspension of payment terms to the supplier by 31 August 2023, using the following contact channels:

For Condominium customers use the following contact details:

The request must contain the following documents:

  1. self-certification (declaration in lieu of an affidavit, made pursuant to Article 47 of Presidential Decree 445/00), certifying that the user or supply relates to a home and/or office which has been compromised in its functional integrity as a consequence of the flood events that occurred in May 2023;
  2. identifying elements of the contract (name and surname of the holder, tax code/VAT number, POD/PdR, type of contract (electricity and/or natural gas), relating to the user or supply serving the home and/or headquarters referred to in the previous letter a).

To allow us to promptly manage the request, we ask you to indicate as the subject of the email “request for extension of the Emilia 2023 flood”

We inform you that the decree-law of 1 June 2023 n. has been published in the official gazette. 61 “Urgent interventions to deal with the emergency caused by the flood events that occurred starting from 1 May 2023“.

Information on safety precautions for G4 and G6 meters with solenoid valve

Precautions to be taken in case of remote closing of the solenoid valve installed on PdR equipped with remotely managed G4 and G6 meters with low pressure supply of natural gas (UNI/TS 11689 standard).

The solenoid valve installed on the remotely managed G4 and G6 meters allows the Distributor to remotely perform the following services:

  • deactivation of the supply upon request of the end customer,
  • suspension of supply at the request of the end customer,
  • suspension of supply due to arrears

The use of the solenoid valve has implications for the safety of the gas distribution service and the safe use of user systems.
For these reasons, the CIG (Italian Gas Committee) deemed it necessary to provide preventive actions by the Customer, to mitigate the risk of anomalous situations.
Customers requesting services are invited to follow the preventive actions required by the UNI TS/11689 standard described below:

1) Deactivation of supply or suspension of supply at the customer’s request

Safety warnings
The gas supply will be deactivated remotely by closing the solenoid valve on the gas meter (unless it is impossible to carry out the operation for technical reasons).
The Distributor will implement the closure remotely and, if this is not feasible, the supply will remain active until the physical intervention is carried out on site.
Closing the solenoid valve determines the interruption of the flow of gas to the appliances used (boiler, water heater, hob, etc.) and, if they are in operation, causes the flames to go out and the intervention of the safety devices. block and safety devices (e.g. thermocouples) possibly present on the devices.

Below are some precautions that the customer is required to take in these
situations:

  • It is necessary to turn off all gas-powered appliances and first close all shut-off valves located upstream of the gas appliance connections;
  • In case of carrying out work on the gas user system, it is mandatory to contact a qualified installer pursuant to Ministerial Decree 37/08;
  • Only the authorized installer is entitled to modify the user system or to safely install/uninstall the appliances used;
  • If you intend to uninstall appliances for use, the intervention of a qualified installer will always be necessary, who will have to close the connection arrangements left free after removal of the appliances with a suitable cap.
    In the event that possession of the property in question passes (for example sale of the property, termination of the lease) to a different person, the end customer must transfer to the new owner all the information and warnings in question as relevant.

2) Suspension of supply due to arrears

Safety warnings

The gas supply will be suspended remotely by closing the solenoid valve on the gas meter (unless it is impossible to carry out the operation for technical reasons).
Closing the solenoid valve determines the interruption of the flow of gas to the appliances used (boiler, water heater, hob, etc.) and, if they are in operation, causes the flames to go out and the intervention of the safety devices. block and safety devices (e.g. thermocouples) possibly present on the devices.
Below are some precautions that the customer is required to take in these situations:

  • It is necessary to turn off all gas-powered appliances and first close all shut-off valves located upstream of the gas appliance connections;
  • In case of carrying out work on the gas user system, it is mandatory to contact a qualified installer pursuant to Ministerial Decree 37/08;
  • Only the authorized installer is entitled to modify the user system or to safely install/uninstall the appliances used;
  • If you intend to uninstall appliances for use, the intervention of a qualified installer will always be necessary who will have to close the connection arrangements left free after removal of the appliances with a suitable cap;
  • If using gas hobs without a flame monitoring device (thermocouple), it is necessary to carefully monitor the flame and in the event of it going out, due to insufficient gas flow, it is necessary to deactivate the hob and close the tap shut-off valve located immediately upstream of the hob connection (in correspondence with the hose holder or connection with copper pipe or PLT-CSST pipe);
  • If using a boiler or water heater, it is advisable to always turn off the appliance when not in use and if there is a lack of power, it is necessary to close the valve located upstream of the connection of the appliance to the gas user system.

In the event that possession of the property in question passes (for example sale of the property, termination of the lease) to a different person, the end customer must transfer to the new owner all the information and warnings in question as relevant .

Gas Emergency Plan
For information on the gas emergency plan, visit the ministry’s website..
Restoration of unsolicited contracts
Duferco Energia has voluntarily chosen to adhere to the restoration procedure in cases of unsolicited contracts and activations of natural gas and/or electricity supplies pursuant to the provisions of

Resolution no. 228/2017/R/com

Italian Fuel Mix Disclosure
Breakdown of the Italian average power generation sources, feeding the national grid, in the past two years Breakdown of the power generation sources used by our company in the past two years
Primary sources 2021* (%) 2022** (%) 2021* (%) 2022** (%)
Renewable Sources 42,80% 36,84% 15,15% 16,22%
Coal 5,03% 9,43% 12,10% 16,15%
Natural gas 48,01% 46,92% 60,38% 56,74%
Oil Products 0,89% 2,01% 1,31% 2,48%
Nuclear Power 0% 0% 6,55% 2,53%
Other sources 3,27% 4,80% 4,50% 5,88%

*final figures

**preliminary figures

ITALIAN AVERAGE POWER GENERATION SOURCES
As set forth by Ministry of Economic Development Decree of July 31, 2009, below you can find information on the composition of the Italian average power generation, detailing the fuels used for the production of electricity, feeding the Italian grid, in 2020 and 2021, as published by the power services’ manager Gestore dei Servizi Energetici (GSE).

Vulnerability

invisibile
Vulnerable customer requirements and methods of access to the vulnerability protection service

The law provides for the termination of protection services starting January 1, 2024 for domestic natural gas customers. Protection services are electricity and natural gas supply services, at the economic (price) and contractual conditions defined by the Authority and intended for domestic customers who have not yet chosen a free market offer.

In September 2023, customers who are still in the gas protection service will receive a communication from their seller which will highlight the possibility of choosing the most convenient free market offer, in terms of estimated annual expenditure, among the offers valid by the seller at the time of communication.

If the end customer does not sign the new supply conditions proposed by the seller, nor a different free market contract with the same or another seller, starting from January 2024 the seller will continue to provide the service with economic and contractual conditions similar to those of PLACET offers of natural gas at variable prices. However, the customer will be able to choose a different offer on the free market at any time.

VULNERABLE CUSTOMERS

Domestic customers who, alternatively:

  • are in economically disadvantaged conditions (for example bonus recipients)
  • are subjects with disabilities pursuant to article 3 of law 104/92
  • have a user in an emergency housing facility following calamitous events
  • are over the age of 75

In the case of vulnerable natural gas customers supplied in the protection service, from January 2024 the seller will continue to provide the supply with the vulnerability protection service, at the economic conditions envisaged for the gas protection service defined by the Authority and with the conditions contracts of the PLACET natural gas offer (with the exception of the method of receiving the bill, which will be the same as that already in use by the customer as part of the protection service).

The customer served in the gas protection service who has not been identified as vulnerable will be able to request his or her own seller to be served in the vulnerability protection service by completing the form that he/she will also receive from his/her seller in September 2023.

Vulnerability self-certification form

Even the vulnerable customer will be able to choose an offer from the free market at any time, with the methods and timing established by the regulation. Similarly, a vulnerable customer who is already on the free market will be able to request to be provided under the conditions defined by the Authority (vulnerability protection service).

For more information, visit our Vulnerability Protection page.

For further information, visit the Authority’s website at page

http://www.arera.it/consumatori.

Dispute resolution

The dispute resolution service was established on January 1, 2017. It is an online and completely free procedure that allows the Customer to resolve, in front of a third party, any dispute with their Operator, deemed unresolved after a first attempt.

To activate this service, fill in the online from, available on the www.arera.it or www.conciliazione.energia.it websites. For more information, you can also get in touch with the energy customer desk (Sportello Per il Consumatore) by dialing 800.166.654.

Household customers may also refer to the list of ADR bodies listed in Article 141 of the Italian Consumer Code.

ADR Body List

USEFUL LINKS