Written complaint to an electricity, gas or water supplier (Italy)
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This document is in Italian
The PDF you download is in Italian — that is the language it has to be filed in, so it is not translated. Everything on this page is here to tell you what it says.
For anyone in Italy with an electricity, gas or water contract who disputes a bill, a catch-up charge, a wrong meter reading or a poor service: the written complaint to the supplier or water operator is the first, free step, and without it the conciliation procedure is not open. For electricity and gas the supplier must give a reasoned reply within 30 days; if it does not satisfy you, the ARERA conciliation service is free, online and compulsory before going to court. The supplier also offers its own complaint form. Send this Italian letter by PEC to the supplier’s certified address or by registered post with proof of receipt.
- Made for use in Italy
- Last updated October 14, 2026
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When to use this document
- You received a huge catch-up electricity bill in Italy and cannot make sense of it.
- The gas supplier bills you on estimated readings instead of the real meter.
- The water has been cut off several times and the operator ignores your calls.
- You want to send the supplier a written complaint so that you can then ask for conciliation.
What you fill in
The details the document asks for.
- Customer
- Customer's address
- Sender's codice fiscale (Italian tax code)
- How the letter is sent (printed above the recipient)
- Electricity or gas supplier, or water operator
- Supplier's postal address (complaints department)
- City
- Date
- Electricity, gas or water
- Client number
- POD code (electricity), PDR code (gas) or customer code (water)
- Supply address (where the service is used)
- What the complaint is about
- Invoice number
- Requested outcome
Common questions
- Do I need the supplier’s form to complain about an Italian electricity or gas bill?
- No. Every supplier offers its own complaint form free of charge and prints the contact details for complaints on the bill, but a free-form letter also counts if it identifies you and the supply, with the customer code and the POD (electricity) or PDR (gas) code. ARERA’s consumer help desk (Sportello per il consumatore Energia e Ambiente) gives free information. Keep the PEC or registered-post receipt: without proof of the complaint, the conciliation service will not accept your application.
- How long does an Italian electricity or gas supplier have to answer a complaint?
- Since 1 January 2026, under ARERA’s new rules on the quality of sales (TIQV), the supplier must send a written, reasoned reply within 30 calendar days, in plain language, stating the checks made and their outcome; if it replies late, you are owed automatic compensation on the bill. For water, ARERA’s rules on water-service quality apply, which the operator sets out in its service charter. Note the date the letter was received, from which the period runs.
- What is the ARERA conciliation service in Italy, and when is it compulsory?
- It is a free online procedure run on behalf of ARERA: you and the supplier, with a conciliator, try to reach an agreement, which is enforceable like a judgment. It starts after the written complaint, once you get an unsatisfactory reply or none within the time allowed, with the complaint and proof of sending attached. For electricity and gas, attempting conciliation has been a condition for going to court since 1 January 2017, and the supplier must take part. The service also handles water disputes.
How you can sign this document
- Print it and sign by hand. The signature lines in the document are left blank on purpose — sign on them in ink.
- Sign it yourself with a qualified electronic signature. If you already hold a QES — Evrotrust, B-Trust, StampIT, ZealiD or any qualified provider on the EU Trusted List, on a card, a USB token, in a mobile app or in the cloud — our signing guide explains step by step how to sign this exact file without invalidating it. Step-by-step help, and a way to check it worked
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