FAQ
AGN ENERGIA’s FAQs answers your energy needs, giving you the information you need to make an informed choice about the solutions that are best for you.
POWER FAQ
What is the free market?
In accordance with European Union requirements, for some years now in Italy, as in the rest of the countries on the continent, every domestic and non-domestic consumer has been able to freely decide from which supplier and under what conditions to purchase electricity and gas to meet the needs of their home.
Anyone exercising this right enters the so-called "free market", in which it is the customer who decides which supplier or type of contract to choose and when to change them by selecting an offer that they consider more interesting and cost-effective. This is a voluntary choice, with no obligation.
End customers who do not exercise this choice or who are prevented from doing so will be subject to economic and contractual conditions regulated by the Authority.
How long does it take to switch from the old to the new supplier?
The actual switch to the new supply takes between one and two months: the new supply begins once the new supplier has taken all the necessary steps to manage the technical and commercial aspects of the switch. The intended date of the actual switch must be communicated by the new supplier when the contract is signed.
What is a transfer?
This is a change of supply from one customer to another with the same supplier, with which it is also possible to negotiate new contractual conditions, without interrupting the electricity and gas supply.
If there are any past delinquencies at the point of delivery (POD - Electricity Meter Number/PDR - Gas Meter Number), AGN ENERGIA may carry out further checks in order to protect its credit, including by consulting its own or public databases to identify any relations between the requesting customer and previous customers and to investigate the various changes at the supply point. Following these checks, AGN ENERGIA may also decide not to accept the supply request, informing the customer accordingly.
Under no circumstances will the customer be required to pay for past delinquencies relating to previous customers.
Payment of any bills referring to the previous supply customer will only be charged to the new customer in the following cases:
Transfer requested by an heir in the event of death of the previous customer;
Transfer requested in cases of separation from the previous customer;
Transfer requested in cases of company transformation/merger/incorporation
How do I apply for a transfer?
The transfer request must be submitted to the supplier that is already providing the service, in accordance with the supplier's instructions. By law, the customer requesting the transfer must prove, including by means of self-certification, that they have "a deed attesting to ownership or legal possession of the real estate unit".
Temporarily and throughout the operating period of SIMILE Protection as per Italian Resolution 369/2016/R/eel, in relation to a withdrawal point served in the extended protection service, an end customer entitled to the extended protection service may request to switch directly to a supplier in the free market that is admitted to SIMILE Protection.
What documentation is required for a transfer?
- The first and last name or the company name of the supply customer and their tax code or VAT number; SDI code
- The telephone number and, if applicable, the email address of the supply customer.
- Last bill received for utility verification (mandatory for commercial counterpart switching)
- The POD (electricity meter number) is a code that identifies your meter. The POD consists of 14 numbers and can be found:
- in a previous electricity bill;
The electricity meter reading is not necessary because it will be transmitted to AGN ENERGIA directly from the distributor via remote reading.
When must the transfer be carried out?
The case is forwarded to the distributor within 2 days of receiving the complete and correct documentation
What are the transfer costs?
- activation fee for the distributor: € 25.51 excluding VAT (tariff applied by e-distribuzione for the year 2022).
- AGN ENERGIA administration costs of € 40 excluding VAT.
It is not possible to change the power/voltage of your meter during the transfer.
It is however possible to request a change of power/voltage at a later stage, after the transfer has been completed successfully.
What is a mortis causa transfer?
A “mortis causa” transfer may be carried out following death of the customer when there is a first-degree relationship between the old and new customer (e.g. spouse, son/daughter, father/mother, brother/sister).
In the event of death of the contract holder, the transfer is free of charge to the heir or other person residing in the real estate unit of the utility; the operator assigns the security deposit paid by the previous customer to the new contract, and may require the new user to pay the balance of the last bill prior to the transfer
(Atto 655/2015/R/idr Annex A (RQSII) Article 16- Resolution of 23 December 2015 -ARERA)
What are the costs of a new connection?
The authority set the costs that the customer must pay to the distributor for the grid connection work:
- distance fee: the distance between the supply to be connected and the nearest transformer substation. For distances less than 200 m and available power up to 3.3 kW, the cost is € 189.71 + VAT.
- power fee: this is calculated on the basis of the available power indicated by the customer in the connection request. The cost is € 71.32 + VAT per kW of power made available;
- fixed fee: to cover the administrative costs incurred by the distributor in making the connection, which is € 25.51 + VAT.
- AGN ENERGIA administration costs: € 40 + VAT
What is the work completion sheet?
If the customer has to carry out work at their own expense, they must remember to send the technical specifications received during the inspection to the distributor as specified in that document. Without this document, even if the customer has already paid the amount due, the distributor will not be able to proceed with the grid connection work.
What is the work completion estimate sheet?
The first visit by the distributor's technician is aimed at drawing up the quotation for the connection work, which will be sent by e-mail. The methods of confirming the quotation and the payment methods and times may vary depending on the distributor in question. In general, the quotation is valid for three months, after which the request is cancelled. In any case, the quotation contains the validity and the payment and confirmation methods.
When must the new connection be made?
The authority has determined the maximum times to be observed by energy suppliers and distributors when carrying out their activities, although the customer is also partially responsible. The quicker you are to send the necessary documentation and accept the quotation, the quicker the supply will be activated. After receiving the documentation, AGN ENERGIA will send the request for inspection to the distributor within 2 working days. According to the regulations, the distributor has 15 working days from receiving the request to carry out the inspection and send the quotation. To proceed, the customer must accept the quotation and make the payment as specified. In addition, after an inspection by the distributor’s technician, if the customer then has work to do, they must fill out a document called work completion sheet/technical specifications and send it to the distributor. On receiving the work completion sheet/technical specifications, the distributor will contact the customer to schedule the second technician's visit and, in accordance with regulations, carry out the connection and installation work within 10 working days (50 days in the case of complex work). Once it receives confirmation from the distributor that the meter has been installed, AGN ENERGIA will activate the supply.
Can the power be changed during the take-over?
When applying for take-over, it is possible to request the power variation by means of a special form to be attached to the take-over contract.
The following costs are incurred to reactivate the meter:
- activation fee for the distributor: € 25.20 excluding VAT (tariff applied by e-distribuzione for the year 2021). For other distributors, the tariff may vary slightly;
- AGN ENERGIA administrative costs of € 40 excluding VAT.
What documentation is required for take-over?
- The first and last name or the company name of the supply customer and their tax code or VAT number; SDI code
- The telephone number and, if applicable, the email address of the supply customer.
- The POD (electricity meter number) is a code that identifies your meter. The POD consists of 14 numbers and can be found:
- in an old electricity bill;
- directly on the display of an electronic meter, by clicking the button.
- If you cannot find the POD, you can provide AGN ENERGIA with the serial number you find on the face of the meter and send it for verification by e-mail to: energiaelettrica.agn@pec.it
When must the take-over be carried out?
The case is forwarded to the distributor within 2 days of receiving the required documentation and, if eligible, processed by the distributor within the time limits set out in Italian Resolution 147:
- 5 working days from our request to the distributor for electricity supplies
- The activation request is only sent to the competent local distributor after receiving the correctly completed forms.
What is a take-over?
A take-over, unlike a transfer, is activation of the supply by a new customer following termination of the contract by the previous customer, who has also requested deactivation of the meter.
If there are any past delinquencies at the point of delivery (POD - Electricity Meter Number/PDR - Gas Meter Number), AGN ENERGIA may carry out further checks in order to protect its credit, including by consulting its own or public databases to identify any relations between the requesting customer and previous customers and to investigate the various changes at the supply point. Following these checks, AGN ENERGIA may also decide not to accept the supply request, informing the customer accordingly.
Under no circumstances will the customer be required to pay for past delinquencies relating to previous customers.
How can I activate MY AGN, the digital bill?
You can activate MY AGN, AGN ENERGIA's digital bill, completely free of charge by filling in the form at the following link: www.agnenergia.com/en/myagn
Can I receive a paper bill?
You will receive it by post at the address indicated when signing up for the offer.
Different payment methods:
- direct debit to the SEPA current account (Sepa Core Direct Debit): if this is chosen when signing up, payment will be made automatically on the day the bill is due.
- payment slip: attached to the bill, which can be paid using one of the following payment methods:
- with a debit card
- at post offices and bank counters.
- via the online payment services of Poste Italiane (www.posteitaliane.it) or the Internet Banking services of the customer's bank, where the details of the post office payment slip attached to the bill can be entered.
Transaction costs will vary, depending on the chosen payment method; payment at the bank indicated on the bill is free of charge.
What is the billing frequency?
For an electricity supply contract, domestic customers will receive a bill every 2 months and business and/or apartment block customers will be billed monthly.
Important: the amount of the first bill will be calculated on the basis of the customer's consumption for the last year (which the distributor will inform us of when switching to AGN ENERGIA). No need to worry if it turns out to be too high or too low, the next one will be updated with the actual consumption. In any case, you can always request rectification, even for the first bill, by contacting us on our toll-free number. In order to ensure the bills are as close as possible to the actual consumption, we recommend taking at least one self-reading per month. If the gas and electricity meters are of the new generation, there will be no need to take a self-reading because we will automatically receive the actual consumption from the distributor.
What are AGN ENERGIA's economic conditions for electricity and how is the price made up?
For the electricity supply, the following items will be invoiced on the bill:
- energy cost;
- electricity transport and meter management cost;
- system charges.
In addition to these fees, taxes are due.
How can I request a duplicate bill?
To obtain a duplicate AGN ENERGIA bill, log in to the Customer Area and in your personal profile you will find all the bills related to your supply. Each bill can be downloaded to your device and consulted at any time.
In the customer area, customers can check their billing address and, if incorrect, send an e-mail to energiaelettrica.agn@pec.it
however, customers can request activation of the dynamic bill and/or billing by e-mail, which is a free service at: energiaelettrica.agn@pec.it
Should you lose your bill, you can access the Customer Area and retrieve the digital version. In addition, via the Customer Area you can:
- View all bills issued;
- Print a copy of the bill;
- Pay the bill by credit card/credit transfer, only if it is not paid by SDD
Duplicate request: call the toll-free number 800808180 Monday to Friday from 8:00 to 18:00 and Saturday from 8:30 to 12.30, and following the Electricity and/or Natural Gas voice guide, or write to: energiaelettrica.agn@pec.it
If you are not registered in the CUSTOMER AREA, you can do so by clicking here www.agnenergia.com/en/customer-area
Do I have to communicate self-readings I have taken?
If the customer’s supply is fed by a remotely read electronic meter (including a 2G meter), it is no longer necessary to communicate self-readings as per ARERA Resolution 738/16.
How does the statute of limitations for bills change?
For bills due after 01 March 2018 for electricity supplies and 1 January 2019 for gas supplies, in cases of billing delays of more than two years, customers can plead the statute of limitations and only pay the amounts billed in relation to consumption in the last two years.
As clarified by ARERA - Autorità di Regolazione per Energia Reti e Ambiente (Regulatory Authority for Energy, Networks and the Environment) - the statute of limitations request applies to all fees in the bill, and therefore to both the fixed parts (including the power fee) and the variable ones, and can be submitted by sending the form attached to the bill or downloadable from the Statute of limitations form.
When must the requested power variation be carried out?
When only the meter is involved, the distributor must increase the power within 5 working days of receiving the customer's request through the supplier (the time is the same as for the supply activation request).
If simple or complex work is required (i.e. the work is not limited to the meter), the customer will receive a quotation through their supplier. The distributor must make the quotation available within 15 working days of receiving the customer's request through the supplier.
When acting as an intermediary between the customer and the distributor to forward requests, communications and documents, the supplier must do so within a maximum of two working days.
The quotation specifies the time available to the distributor to perform the service:
- 10 working days if the work is simple;
- 50 working days if the work is complex.
If the power increase takes place beyond the expected time for reasons attributable to the distributor, domestic customers will receive automatic compensation of € 35 for variations made within twice the expected time, € 70 within three times the expected time and € 105 after three times the expected time. For non-domestic LV customers, the compensation amounts are € 70, € 140 and € 210, subject to change.
How can I apply for a power variation?
To vary the available power, the customer must submit a request to their supplier, which will act as an intermediary with the distributor regarding both formulation of the quotation and confirmation of the customer’s variation request, if they accept the quote.
If the change concerns a supply with a value of more than € 250 + VAT, the supplier informs the customer directly of the costs and the maximum time for performing the service (so-called quick quotation) at the time of the request. In such cases, the supplier by default sends the request within 2 working days to the distributor, who performs the service within the time limit.
If it is not possible to use the quick quotation, the supplier sends the request to the distributor within 2 working days; within the next 15 working days, the distributor formulates a quotation to the supplier, which sends it to the customer within 2 working days. If the customer accepts the quotation as specified therein, the distributor performs the service within the time specified in the quotation.
When acting as an intermediary between the customer and the distributor to send requests, communications and documents, the supplier must do so within a maximum of two working days.
What is the expected voltage for low-voltage supplies?
The CEI 8-6 standard stipulates a nominal voltage of 230 V for single-phase supplies (which are the most common among domestic customers). A variation of 10% from the nominal value is tolerated.
GAS FAQ
What is the time for the take-over after modification of the system?
The authority has determined the maximum times that energy suppliers and distributors must adhere to when carrying out their activities; but, in part, the time also depends on the customer. The quicker they are to send the necessary documentation, the quicker the supply will be activated.
After submitting the request, the customer will receive the form for the "Verification of resolution 40/2014" by e-mail, which they will have to fill in with the help of the certified technician who built/modified the gas system. They will then have to send it to the distributor, together with the chamber of commerce certificate of the technician’s company, following the instructions provided.
If the documentation is complete with all parts filled in correctly, and the conformity and the system passes the safety checks, the distributor will contact you within 10 working days to arrange for the technician to remove the seals from the meter.
How can I request a duplicate bill?
To obtain a duplicate AGN ENERGIA bill, log in to the Customer Area and in your personal profile you will find all the bills related to your supply. Each bill can be downloaded to your device and consulted at any time.
In the customer area, you can check your billing address and, if incorrect, send an e-mail to metano.agn@pec.it
however, customers can request activation of the dynamic bill and/or billing by e-mail, which is a free service at: metano.agn@pec.it
Should you lose your bill, you can access the Customer Area and retrieve the digital version. In addition, via the Customer Area you can:
- View all bills issued;
- Print a copy of the bill;
Duplicate request: call the toll-free number 800808180 Monday to Friday from 8:00 to 18:00 and Saturday from 8:30 to 12.30, and following the Electricity and/or Natural Gas voice guide, or write to: metano.agn@pec.it
If you are not registered in the CUSTOMER AREA, you can do so by clicking here www.agnenergia.com/en/customer-area
How do I communicate self-readings I have taken and what are the times for doing so?
The correct time within which the customer should communicate the self-readings taken and the corresponding date in order to avoid estimates and/or adjustments, is: within the last 3 days of even-numbered months of the year for domestic users; within the last 3 days of the month for business users.
The self-reading can be submitted by calling the toll-free number 800.80.81.80 extension 2. Follow the voice guide and give the numbers before the decimal point.
The self-reading can also be sent via MY AGN, the digital bill, on the specified days.
REMINDER: readings submitted by the customer will be used to calculate the next bill, if validated by the distributor. Furthermore, we inform you that in the absence of self-readings taken by the customer and/or readings from the distributor, the bill is issued on account in relation to the contracted annual consumption and/or historical basis.
What is the billing frequency?
For a gas supply contract, domestic customers will receive a bill every 2 months and business and/or apartment block customers will be billed monthly.
What are AGN ENERGIA's economic conditions for natural gas and how is the price made up?
For the natural gas supply, the following items will be invoiced on the bill:
- natural gas cost;
- transport and meter management cost;
- system charges.
In addition to these fees, taxes are due.
Can I receive a paper bill?
You will receive it by post at the address indicated when signing up for the offer.
Different payment methods:
- direct debit to the SEPA current account (Sepa Core Direct Debit): if this is chosen when signing up, payment will be made automatically on the day the bill is due.
- payment slip: attached to the bill, which can be paid using one of the following payment methods:
- with a debit card
- at post offices and bank counters.
- via the online payment services of Poste Italiane (www.posteitaliane.it) or the Internet Banking services of the customer's bank, where the details of the post office payment slip attached to the bill can be entered.
Transaction costs will vary, depending on the chosen payment method; payment at the bank indicated on the bill is free of charge.
How can I activate MY AGN, the digital bill?
You can activate MY AGN, AGN ENERGIA's digital bill, completely free of charge by filling in the form at the following link: www.agnenergia.com/en/myagn
What are the transfer costs?
- activation fee for the distributor: € 40 excluding VAT
- AGN ENERGIA administration costs of € 40 excluding VAT.
What documentation is required for a transfer?
- The first and last name or the company name of the supply customer and their tax code or VAT number; SDI code
- The telephone number and, if applicable, the email address of the supply customer.
- The PDR (electricity meter number) is a code that identifies your meter. The PDR consists of 14 numbers and can be found:
- in a previous NATURAL GAS bill;
The NATURAL GAS meter reading needed to check whether it is in line with the one that will be communicated by the distributor through the single buyer.
When must the transfer be carried out?
The case is forwarded to the distributor within 2 days of receiving the complete and correct documentation.
What are the steps and costs involved in activating the supply?
Once it receives confirmation from the distributor that the meter has been installed, AGN ENERGIA will activate the supply.
- document verification cost: € 80 excluding VAT, depending on the system type;
- AGN ENERGIA administration costs of € 120 excluding VAT
What is the time to make the connection and install the meter?
The authority has determined the maximum times that energy suppliers and distributors must adhere to when carrying out their activities; but, in part, the time also depends on whether the customer sends the required documentation on time.
The procedure involves the following steps:
- request submission: 2 working days after receiving the contract/documentation
- Inspection: the distributor has 15 working days (30 for complex work) to schedule the technician's visit and send the quotation.
- Quotation acceptance: on receiving the quotation for the work, the customer must accept it in the manner and within the time specified therein, and make payment.
- Execution of work: the distributor will send a technician to the customer’s house and the work must be carried out within 10 days (60 days for complex work).
- Once Annexes H/40 and I/40 have been filled in and signed, the customer must send all forms to AGN ENERGIA.
- Meter installation and activation: if the documentation is complete with all parts filled in correctly, and the conformity and the system passes the safety checks, the distributor will contact you to arrange for the technician to remove the seals from the meter. The distributor has 10 working days to complete this task.
Installing the meter on a connection inside the home?
During the visit, the distributor's technician will verify the possibility of installing the meter inside the home where there is already a connection. In general, it is possible to install a new meter within the home, provided it is located in a room other than the bathroom or bedroom, and it is ventilated as required by law.
What is the form for "Verification of resolution 40/2014" and the chamber of commerce registration?
After submitting the request, the customer will receive an e-mail with the following documents:
- Annex H/40 - "Confirmation of gas supply activation request" to be filled in and signed by the customer;
- Annex I/40 - "Attestation of correct system installation" to be filled in by the certified technician who carried out/modified the gas system (plumber), who must also attach:
- a copy of the company's chamber of commerce registration, no more than 6 months old
- the mandatory technical annexes.
Once Annexes H/40 and I/40 have been filled in and signed, the customer must send all forms to AGN ENERGIA.
What documents and information are required to modify the system?
- The first and last name or the company name of the supply customer and their tax code or VAT number;
- The telephone number and, if applicable, the email address of the supply customer.
- The PDR (gas meter number) is a code that identifies your meter. The PDR consists of 14 numbers and can be found:
- in an old gas bill;
- on a coupon attached to the meter connection;
- directly on the display of an electronic meter, by clicking the button.
- If you cannot find the PDR, you should ask your local distributor or write to metano.agn@pec.it, providing the meter serial number, location of the connection point, postal code, etc.
What does "system modification" mean?
A "system modification" is any change, even a small one, to the gas pipe layout in your home, from the meter to the cooker or boiler. In order to activate the supply point in the event of a system modification, the distributor will ask the customer to send certain documents, which they must fill in together with the certified technician who carried out the modification.
What is the free market?
In accordance with European Union requirements, for some years now in Italy, as in the rest of the countries on the continent, every domestic and non-domestic consumer has been able to freely decide from which supplier and under what conditions to purchase electricity and gas to meet the needs of their home.
Anyone exercising this right enters the so-called "free market", in which it is the customer who decides which supplier or type of contract to choose and when to change them by selecting an offer that they consider more interesting and cost-effective. This is a voluntary choice, with no obligation.
End customers who do not exercise this choice or who are prevented from doing so will be subject to economic and contractual conditions regulated by the Authority.
What are the meter reactivation costs?
The following costs are incurred to reactivate the meter:
- meter reactivation fee for the distributor: from € 30 or more, depending on the type of meter to be reactivated;
- AGN ENERGIA administrative costs of € 40 excluding VAT.
What documentation is required for take-over?
- The first and last name or the company name of the supply customer and their tax code or VAT number;
- The telephone number and, if applicable, the email address of the supply customer.
- The PDR (electricity meter number) is a code that identifies your meter. The PDR consists of 14 numbers and can be found:
- in an old gas bill;
- on a coupon attached to the meter connection;
- directly on the display of an electronic meter, by clicking the button.
- If you cannot find the PDR, you should ask your local distributor or write to metano.agn@pec.it, providing the meter serial number, location of the connection point, postal code, etc.
N.B. The meter opening reading is communicated directly by the distributor when the case is closed.
When must the take-over be carried out?
The case is forwarded to the distributor within 2 days of receiving the required documentation and, if eligible, processed by the distributor within the time limits set out in Italian Resolution 147:
- 10 working days from our request to the distributor for gas supplies
The activation request is only sent to the competent local distributor after receiving the correctly completed forms.
For the gas supply takeover, the customer will be contacted by an AGN ENERGIA consultant, who will give them details of the appointment with a technician appointed by the local distributor to activate the supply.
Attention! The local distributor varies from one geographical area to another, and is a different company from AGN ENERGIA.
How does the statute of limitations for bills change?
For bills due after 01 March 2018 for electricity supplies and 1 January 2019 for gas supplies, in cases of billing delays of more than two years, customers can plead the statute of limitations and only pay the amounts billed in relation to consumption in the last two years.
As clarified by ARERA - Autorità di Regolazione per Energia Reti e Ambiente (Regulatory Authority for Energy, Networks and the Environment) - the statute of limitations request applies to all fees in the bill, and therefore to both the fixed parts (including the power fee) and the variable ones, and can be submitted by sending the form attached to the bill or downloadable from the Statute of limitations form.
What happens if the meter reading is not taken?
If the meter reading is not taken due to total or partial inaccessibility (i.e. the customer or another person has to provide access to the place where the meter is installed), the distributor leaves a special notice inviting the customer to contact their supplier to take a self-reading.
If two consecutive attempts to take the reading fail and the distributor does not have a valid self-reading available, the distributor must try again in the month following the second failed attempt, possibly considering different time slots. In any case, in the absence of a valid reading or self-reading, the distributor informs the supplier of its estimate, calculated using all previous available validated readings or self-readings and the standard withdrawal profile (i.e. the consumption trend curve based on season and customer type).
In addition, the supplier informs the customer why the reading was not taken. This is done in accordance with the terms specified in the contract (free market).
For all points in the gas sector with a reading frequency other than monthly with a daily breakdown, the supplier must provide customers with a method for collecting the self-reading data communicated by the customer within the time window specified on the bill.
The supplier must also notify the customer of acceptance or non-acceptance of the self-reading data at the time of its collection or, if an immediate response is not possible, within the following 4 working days. The self-reading data will be accepted by the supplier unless it is obviously incorrect (in that it differs by at least one order of magnitude from the last available actual reading) and transmitted to the distributor within 4 working days. The seller must inform each end customer at least once a year of the option to communicate a self-reading.
(Act 463/2016/R/com - TIF - Articles 7 and 9-Resolution 04 August 2016–AREA)
How often should the meter be read and by whom?
The distributor is the entity that installs the meter, maintains it and takes the readings. The distributor must attempt to take readings:
at least once a year for customers with consumptions up to 500 SCM/year;
at least twice a year for customers with consumptions from 500 SCM/year to 1,500 SCM/year;
at least 3 times a year, for customers with consumptions from 1,500 SCM/year to 5,000 SCM/year;
at least once a month for customers with consumptions from 5,000 SCM/year.
For example, if a customer consumes 1,000 SCM of gas per year and the distributor visited for a reading on 1 February, the customer can expect a further visit in the following autumn, as the distributor must try to include at least 80% of the reference period for each reading (1 year, 6 months, 4 months depending on the customer's consumption).
In the case of new supply activations to customers consuming less than 5,000 SCM/year, the first reading attempt must be made within 6 months from the day of service activation.
The distributor may make plans to take readings that are better than those required by the Authority, informing the Authority and all suppliers on its network. In addition, it must publish the calendar of the organised reading visits on its website at least by municipal postcode.
We speak of an attempt and not of a reading that has certainly been taken, because if the meter is located inside individual houses, the customer is not always present to let in the meter reader sent by the distributor. Even if the meter is not in the house, it may be necessary for a person to open a door or gate to let the meter reader into the room or place where the meter is located.
If the customer is absent, the distributor leaves a notice stating that they were unsuccessful and inviting the customer to contact their gas supplier to communicate the self-reading.
The distributor must also collect a self-reading that the absent customer may have left on the doorstep (so-called "post-it").
If the distributor has failed to take a reading and has not found or received the customer's self-reading either, it will make an estimate using all available previous readings or self-readings and the standard withdrawal profile (i.e. the consumption trend curve based on season and customer type).
The actual reading, the self-reading collected by the distributor or the estimate calculated by the distributor is sent to the supplier, which will use it for billing in accordance with the regulation (if the customer is in the protection service) or the contract (if the customer is in the free market).
How do I apply for takeover?
The request is equivalent to an activation request and, in accordance with established procedures, must be submitted to the supplier, which will forward it to the distributor within 2 working days.
If the customer’s system has been modified in the meantime (has been extended or subjected to extraordinary maintenance) or converted (previously supplied with another type of gas), the supplier will ask the end customer for the documentation the distributor needs to verify its safety requirements.
What is a take-over?
A take-over, unlike a transfer, is activation of the supply by a new customer following termination of the contract by the previous customer, who has also requested deactivation of the meter.
If there are any past delinquencies at the point of delivery (POD - Electricity Meter Number/PDR - Gas Meter Number), AGN ENERGIA may carry out further checks in order to protect its credit, including by consulting its own or public databases to identify any relations between the requesting customer and previous customers and to investigate the various changes at the supply point. Following these checks, AGN ENERGIA may also decide not to accept the supply request, informing the customer accordingly. Under no circumstances will the customer be required to pay for past delinquencies relating to previous customers.
How long does it take to obtain the transfer?
Within 2 working days of receiving the request, complete with all the necessary data and information, the supplier must notify the requesting end-customer that it accepts the transfer (subject to the notice periods to exercise the right of withdrawal) and make all other notifications so that the contractual activation can be registered, including the date from which the transfer is requested to take effect. If everything is correct, the transfer registration takes at least 2 working days from the supplier's notification. Therefore, the minimum technical time is 4 working days from the customer's request.
How do I apply for a transfer?
The transfer request must be submitted to the supplier that is providing the service, in accordance with the supplier's instructions. By law, the customer requesting the transfer must prove, including by means of self-certification, that they have "a deed attesting to ownership or legal possession of the real estate unit".
If the request for transfer is accepted, the supplier must notify the requesting customer of its acceptance within two working days.
What is a transfer?
It is the change of supply from one customer to another with the same supplier, with which it is also possible to negotiate new contractual conditions, without interrupting the electricity and gas supply.
If there are any past delinquencies at the point of delivery (POD - Electricity Meter Number/PDR - Gas Meter Number), AGN ENERGIA may carry out further checks in order to protect its credit, including by consulting its own or public databases to identify any relations between the requesting customer and previous customers and to investigate the various changes at the supply point. Following these checks, AGN ENERGIA may also decide not to accept the supply request, informing the customer accordingly. Under no circumstances will the customer be required to pay for past delinquencies relating to previous customers.
Payment of any bills referring to the previous supply customer will only be charged to the new customer in the following cases:
Transfer requested by an heir in the event of death of the previous customer;
Transfer requested in cases of separation from the previous customer;
Transfer requested in cases of company transformation/merger/incorporation
What data is needed for the connection request?
At least the following data is required for the connection request: location of the gas redelivery point(s); end customer’s identification data (first and last name, tax code, etc.); expected total capacity of the appliances to be installed (this is important to choose the type of meter); gas use category; for redelivery points with annual withdrawals greater than 200,000 standard cubic metres, daily commitment expressed in standard cubic metres/day, and expected annual withdrawal.
What is the connection?
This is the operation in which the end customer's system is connected to the local distribution network. The activity may require simple works or complex works, depending on the specific activities to be carried out by the distributor.
We say "activation" when, instead, the connection has already been completed and it is only necessary to get the gas to the end customer's system, possibly by installing the meter for the first time or reinstalling if it had been removed previously.
How long does it take to switch from the old to the new supplier?
The actual switch to the new supply takes between one and two months: the new supply begins once the new supplier has taken all the necessary steps to manage the technical and commercial aspects of the switch. The intended date of the actual switch must be communicated by the new supplier when the contract is signed.
GREEN FAQ
How do condensing boilers work?
Condensing boilers, unlike conventional boilers, are able to utilise the heat contained in the steam produced by combustion.
While in conventional boilers this is lost with the flue gases, in condensing boilers it is captured, allowing the combustion flue gases to cool until the steam condenses as water. This releases the latent heat of condensation, which is recovered by the heat exchanger in the boiler to increase its energy efficiency.
How much can be saved with condensing boilers?
The answer to this question depends on many factors that vary greatly with the situation. These factors range, for example, from the local climate to the thermal insulation, and from the number of hours the system operates per day to the size of the radiators in the system. However, to give a practical example of the savings that can be achieved, we can say that an average Italian family living in a city like Bologna or Florence can save up to 35 per cent of their consumption by replacing the boiler with a condensing boiler.
What is the difference between a heat pump and a condensing boiler?
The difference between a condensing boiler and a heat pump lies in how the heat is produced: the boiler, at most, can supply as much heat as the quantity and calorific value of the fuel allows. The heat pump, on the other hand, has no such limits in relation to the energy input. A good heat pump can obtain a lot of ambient heat with little motive power (electricity): up to 5 kWh of thermal energy can be produced from 1 kWh of electrical energy.
The heat pump also does not use fossil fuels and does not emit combustion gases into the environment.
In addition to heating when it is cold, the heat pump is reversible and can be used to cool rooms when it is hot.
Is it worth installing a heat pump? Why?
Installing a heat pump pays off because:
It can reduce heating bills by up to 50% compared to a condensing boiler
It allows a single unit to provide both heating and cooling
It benefits from three alternative incentives: 50% tax deductions for renovation, 65% tax deductions for energy efficiency, and the heating bill
It does not use fossil fuels and does not generate combustion emissions in the environment
I would like to combine a photovoltaic system with a heat pump, is this a good idea?
Adding a photovoltaic system is the ideal solution to maximise savings as the heat pump consumes electricity.
How does a photovoltaic system work?
A photovoltaic system is able to convert solar energy directly into electrical energy through the photovoltaic effect. This takes place in photovoltaic cells that allow light radiation to free electrons from semiconductor materials, such as silicon, thereby charging them electrically.
What are the benefits of a photovoltaic system?
A photovoltaic system offers both environmental and economic benefits. In addition to increasing the efficiency of your home, a photovoltaic system allows you to use sustainable, clean energy to reduce your electricity bills. These systems are subject to tax benefits, have a long lifespan (more than 25 years) and offer greater energy autonomy and enhance property value.
Does a house with a 3 kW electricity supply contract need a 3 kW photovoltaic system?
No. There is no direct relationship between the system power and the electricity supply contract. The type of photovoltaic system should be chosen according to the actual energy consumption and the space available to locate the photovoltaic modules.
How does the 2022 Budget affect renovation?
The 2022 Budget also confirmed expiry of the Renovation Bonus on 31 December 2024, which offers a 50% tax deduction for expenses incurred on building renovation work - governed by Article 16-bis of Italian Presidential Decree 917/86. The maximum expenditure limit remains at € 96,000.
What are LEDs?
LEDs (Light Emitting Diodes) are electrical components that convert electricity into light. The LEDs also degrade far less than conventional bulbs. This is why LEDs provide better light quality and longer life.
How much energy do LEDs consume compared to conventional systems?
LEDs consume far less energy than conventional systems. In general, LED lighting consumes an estimated 30% to 60% less energy than conventional lighting.
What is the lifetime of LED spotlights for industrial use?
The average life of this type of appliance is generally around 80,000 hours. Constant improvements as the technology matures are bringing the average lifetime up to 100,000 hours and more, thus ensuring a vastly longer life compared to conventional systems.