Enel Energia bill: questions and answers

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It is the identification number for each electricity or gas supply contract. The customer number:

• is composed of 9 digits
• is displayed at the top right hand corner of the bill
• can be used for all telephone communication with Enel Energia
• can be used for all telephone communication with our Spazio Enel outlets (direct and indirect)
• is required for to access the Customer Area
• changes if you switch supplier.

POD
The POD (Point of Delivery) is the code that identifies the power supply and is used to pinpoint the energy delivery point within the entire national network.

The POD:

• always starts with IT
• is found on the first page of the bill, at the top left hand corner, in the "Supply Data" section
• is an alphanumeric code composed of 14 characters
• may contain 15 characters, but it is sufficient to provide the first 14
• does not change even if you change supplier

PDR
The PDR (Redelivery Point) is the code that identifies the supply of gas.

The PDR:

• is composed of 14 numeric characters
• is found on the first page of the bill, at the top left hand corner, in the "Supply Data" section
• does not change even if you change supplier

The issue of the power bill depends on the type of offer, the costumer type and the contractual power:
 

• every month for customers with non-domestic supply and power greater than 15kW;
• every two months (with the first invoice issued one month after activation and relating to consumption for the same month) for customers with non-domestic supply and power below 15kW;
• every two months for customers with domestic supply and E-Light product;
• every two months (with the first invoice issued one month after activation and relating to the consumption of the same month) for customers with domestic supply and offer activated from January 2012;
• every three months for customers with domestic supply and offer activated before January 2012.

The issue of the gas bill depends on the type of offer, the type of customer and consumption:
 

• every month for customers with consumption above 5000 Smc per year;
• every two months for customers with consumption between 500 and 5000 Smc per year.

There are several payment methods available to you:

• Direct debit or domiciliation
• Spazio Enel
  
• Enel Energia website ( Customer Area on the Enel Energia website)
  
• Enel Energia App
  
• Notice of pagoPA payment
  
• Bank transfer
  
• Enel X Pay
  
• Enel X physical network Pay
  
• CBILL

Click here for more information.

To check the status of your payments you can:
 

• access your Customer Area;
• pay in the "Bills" section;
• enter Chat and ask for support from one of our experts;
• call the toll-free number 800900860 from Italy or +39 0664511012 from abroad, for a fee at the cost applied by your telephone operator: our customer service is available from 7.00 to 22.00 every day from Monday to Sunday (excluding national holidays);
• contact one of the closest Spazio Enel;
• use our Enel Energia App.

If you have lost your bill you can:
 

• access your Customer Area;
• pay in the "Bills" section;
• enter Chat and ask for support from one of our experts;
• use our Enel Energia App;
• call the toll-free number 800900860 from Italy or +39 0664511012 from abroad, for a fee at the cost applied by your telephone operator: our customer service is available from 7.00 to 22.00 every day from Monday to Sunday (excluding national holidays);
• contact one of the closest Spazio Enel.

To change the address to which the invoices are sent you must access your Customer Area:
 

• enter the "Your supply" section and select the "Billing address" option;
• enter Chat and ask for support from one of our experts;
• se our Enel Energia App;
• call the toll-free number 800900860 from Italy or +39 0664511012 from abroad, for a fee at the cost applied by your telephone operator: our customer service is available from 7.00 to 22.00 every day from Monday to Sunday (excluding national holidays) ;
• contact one of the closest Spazio Enel.

1. The first page of the bill contains the supply data, the POD code, the bill data and the price to be paid. To help the user in reading the Enel Energia electricity bill, on the first page there is also a chart dedicated to the "Summary of invoiced amounts" and the "Tax detail".
 

1.A In the summary of the invoiced amounts, the customer finds all the expense items of the bill:

• Expenditure on energy
• Expenditure on electricity transport and meter management
• Expenditure on system charges
• recalculations
• Total taxes and VAT
   

1.B The Tax Detail is a schematic summary mirror on the items of expenditure.

2. The second page of the invoice contains any recalculations with respect to the self-reading, the billed consumption and the monthly consumption of the last year. There is also a graph dedicated to the Detail of the meter readings of the last three months.

1. The first page of the bill contains the supply data, the PDR code, the bill data and the price to be paid. To help the user in reading the Enel Energia gas bill, on the first page there is also a chart dedicated to the "Summary of the invoiced amounts" and the "Tax detail".

1.A In the summary of the invoiced amounts, the customer finds all the expense items of the bill:

•  Expenditure on energy
• Expenditure on electricity transport and meter management
• Expenditure on system charges
• recalculations
• Total taxes and VAT

1.B The Tax Detail is a schematic summary mirror on the items of expenditure.

2. The second page of the invoice contains any recalculations with respect to the self-reading, the billed consumption and the monthly consumption of the last year. There is also a graph dedicated to the Detail of the gas meter readings of the last three months.

The "Customer information" section is found on the third page of Enel Energia's electricity or gas bill. Inside, customers find generic information about their use and important communications from the supplier.

The following items are included in the electricity bill:

• electronic invoicing;
• television subscription fee for private use;
• PESSE, the plan to avoid uncontrolled blackouts:
• how to communicate the meter reading;
• electricity production;
• payment methods for the Enel Energia bill;
• average costs for energy expenditure;
• useful contacts;
• communications from the Regulatory Authority for Energy, Networks and the Environment.
   

In the "Information for customers" section of Enel Energia's gas bill, you can find general information on:

• electronic invoicing;
• average costs;
•  how to install the gas bill in installments;
• technical information (Parameter P1 *, Coefficient C2 **, Corrective Energy Factor ***);
• how to communicate the meter reading;
•  what is the PDR;
• payment methods;
• useful contacts;
• communications from the Regulatory Authority for Energy, Networks and the Environment.

* Parameter P refers to the Effective Upper Calorific Value, i.e. the amount of energy contained in a cubic meter of gas distributed by your Municipality during the previous year.

** The Coefficient C is the Conversion Coefficient, which converts the consumption measured by the meter, expressed in cubic meters, into the unit of measurement used for billing, i.e. the Standard cubic meters.

*** The Corrective Energy Factor is given by the ratio between the Effective Superior Calorific Value and the Standard Superior Calorific Value, equal to 38.52 MJ / mc.

Bills must be paid by the date shown in the main square on the first page. For failure to do so, in addition to the due amount, Enel Energia may require payment of default interest, which will be calculated based on the interest rate given in the contract signed by the customer.

Default interest rate for residential electricity and gas contracts
In these cases, the official reference rate (TUR) is used, calculated on an annual basis and increased by 3.5 percentage points. For gas supplies under the protection scheme, the customer is only bound to pay legal interest for the first ten days of arrears, as specified by ARERA Res. no. 229/01.

Default interest rate for business electricity contracts

The rate used in this case is the Euribor one-month rate (actual/360 basis) plus 7 percentage points Default interest rate for gas business contracts

Default interest rate for gas business contracts
In this case, the official reference rate (TUR) is used, calculated on an annual basis according to the relevant market:

• SoLR/default without protection = ECB rate+8%
• SoLR/default WITH protection = TUR+3.5%
• greater protection = TUR+3.5%
• Free market = Euribor + 7%.

Default interest rate for public administration contracts
The rate used in this case is the ECB reference rate plus 8 percentage points, as established by Legislative Decree 192/2012, in force since 1 January 2013.

Enel Energia may also require payment of the postage costs for bill payment reminders.

The pre-payment bill is a bill in which the amount payable is calculated based on estimated consumptions.

Pre-payment bills have the indication "(estimated)" for the latest reading given in the "Consumption data" section on the first page.

With regard to electricity supplies, the estimate is calculated based on the capacity and previous readings for the supply.

For gas supplies, the estimate is calculated based on the customer's previous consumptions for the current time of year.

If the pre-payment bill shows higher consumption than that on the meter, the amount for the last estimated reading shown in the "Reading details" section on the second page of the bill should be compared with the reading taken from your electricity or gas meter.

If your meter reading is lower than that given in the bill, you can request correction.

To request correction you can:

• Access your Customer Area: ​click on the "Bill Archive" section and select the "Correct last bill" option;
• enter our chat line and ask for assistance from one of our experts;
• call our toll-free number 800900860 from Italy or +39 0664511012 from abroad, for a fee at the cost applied by your telephone operator: our customer service is available from 7:00 am to 10:00 pm daily from Monday to Sunday (excluding bank holidays);
• contact your nearest Spazio Enel.

Below you can find a list of extraordinary items that may be on your bill, see the document.

If you have lost your bill or if it has not been delivered, you can retrieve it and pay it by accessing the "Bills" section of your Customer Area or of the Enel Energia App.

Alternatively, use one of our contact channels at your disposal.
 

You can activate the Bolletta Web.