Dispute reconciliation

How does it work?

If you have submitted a complaint and the response has not been satisfactory or if you have not received a response within 50 days, you can:

1.       Request a meeting, by calling Sales Management at +39 02 89520494 or by sending an email to direzione.commerciale@gruppocap.it. We will schedule a meeting within 30 days from the date of the request.

2.      Activate a joint conciliation procedure*, as established by the Memorandum of Understanding and the Joint Conciliation Regulation signed with Federconsumatori Lombardia and Adiconsum Lombardia.

You can submit the conciliation request to the Consumer Associations that have subscribed to the protocol, or send an email directly to conciliazione@gruppocap.it

3.      Activate the free conciliation service provided by ARERA (Resolution 142/2019/E/idr). The service can also be activated through a delegate. The reconciliation request must be made online by registering on the portal.

If you have a domestic user and do not have a delegate, after managing the procedure online, you can also send the request by mail to "Conciliation Service at Acquirente Unico S.p.A. Via Guidubaldo del Monte 45 – 00147 Rome ", or by fax to +39 06 80112087.

The procedure takes place entirely online and the average duration of the dispute resolution is 45 days from the date of submission of the complete request.

*Joint Conciliation is a means of resolving disputes out of court that takes place with a discussion between the customer and company through their respective representatives. Joint conciliation is quick, simple and free of charge.