How vulnerable residential customers can request the Gradual Protection Service

If you are a vulnerable customer, you have until June 30, 2025 to request the Gradual Protection Service (ARERA Resolution 10/2025/R/eel implementing competition law 193/2024).

Vulnerable customers served under Gradual Protections will remain in the STG (Servizio a Tutele Graduali) until its expiration, while still having the option at any time to sign up for a free market offer or opt for the standard protection conditions by contacting the territorially competent providers.

Vulnerable residential customers

Vulnerable residential customers are those who meet one of the following conditions:

• Are over 75 years old;
• Receive the social bonus for economic hardship (see our dedicated section on social bonuses) pursuant to art. 1, paragraph 75, of Law 124/17;
• Are in serious health conditions requiring the use of electrically powered medical-therapeutic equipment (or have household members in such conditions);
• Are individuals with disabilities under art. 3 of Law 104/92;
• Hold a supply located in emergency housing structures;
  
• Have a supply on a non-interconnected minor island (only for customers with an electricity supply).
  

How to request the Gradual Protection Service

To request the service in areas served by Enel Energia, you can:

• Visit the nearest Spazio Enel store;
  
• Call the toll-free number 800900860 and select option 2, then again 2;
  
• Download the forms attached here.
  
  

Territorial areas served by Enel Energia:

• Area Nord 1: Aosta, Biella, Milan province, Verbania, Vercelli
  
• Area Nord 2: Parma, Piacenza, Turin province
  
• Area Nord 5: Brescia, Milan city
  
• Area Nord 9: Belluno, Gorizia, Pordenone, Treviso, Trieste
  
• Area Nord 10: Bolzano, Trento, Vicenza
  
• Area Nord 11: Mantua, Modena, Reggio Emilia, Verona
  
• Area Centro 4: Rome city
  
  

Complete all the documents provided by our consultant, sent by customer service, or downloaded from our website and return them as you prefer:

• In person at Spazio Enel;
  
• Online: easily upload your documents*;
  
• By email: allegati.enelenergia@enel.com*;
• By post: Enel Energia S.p.A. – Casella Postale 8080 85100 Potenza (PZ).
  
  

Inside the contract packages, you’ll find the self-certification forms for vulnerability to request activation of the service.

*Documents must be under 10 MB and in one of the following formats: PDF, JPG, JPEG.

Right of withdrawal and early execution

You can change your mind without additional costs within 14 days from signing the contract. To exercise your right of withdrawal, send the provided form to one of our contact channels.

Enel Energia will start the supply activation procedures after this period.
However, if you wish to begin supply activation before the withdrawal period ends, you can request early execution in the application form. Once the supply is activated or the new contractual conditions come into effect, it will no longer be possible to withdraw.

What happens after June 30, 2025?

After this date, it will no longer be possible to request the Gradual Protection Service if you haven’t already applied.
For more information, you can call the toll-free number of the Energy and Environment Consumer Helpdesk (800 166 654) or visit the relevant section on the ARERA website.