Bill: questions and answers

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 Punto Enel outlets (direct and indirect)
• is required for to access the Customers' 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

For further information on all the payment methods see the page "how to pay your bill".

The second page of the bill contains the "Total sales services",  for further information click here. 

Each component of the bill is calculated by multiplying the quantity by the price for each period between the readings shown on the bill.

The second page of the bill contains also the Network services (prices defined by ARERA).

The "TOTAL TAXES" section shows taxes and duties, click here for further information. 

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.

The estimate is made by Enel Energia:

•  in the absence of a reading taken by the distributor
•  in the absence of a meter reading from the customer

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's 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 800 900 860, our customer service is available from 7:00 am to 10:00 pm daily from Monday to Sunday (excluding bank holidays).
• Contact your nearest Punto Enel

Not yet registered with our Customers' Area? Register now.

Remember to have the following ready when you contact us:

• your customer number
• your tax ID code

A back bill is one in which the amount payable is calculated based on actual consumptions.

A back bill is one that:

• contains at least one reading with the indication "(measured)" in the "Consumption data" section on the first page,
• contains at least one reading with the indication "(measured)" in the "Reading details" section on the second page of the bill.

This means that the distributor has measured the actual consumptions for your meter and has communicated them to Enel Energia for accurate billing.

Back bill for gas supplies

In this case, the reading submitted by the customer is considered a true reading (equivalent to one “taken” by the distributor) and thus generates a back bill. A bill contains a customer's reading if:

• there is a reading with the indication "(user reading)" in the "Consumption data" section

For both gas and electricity supplies, a back bill results in a recalculation of the consumptions contained in the pre-payment bills already issued and may lead to:

• a refund of undue amounts to the customer
• or charging of amounts not previously billed.

If the pre-payment bill received is found to be correct, but you want to request payment in instalments, you can:

• Access your Customer's Area:
• click on the "Bill Archive" section and select the "Request Payment in Instalments" option;
• enter our chat line and ask for assistance from one of our experts.
• Call our toll-free number 800 900 860, our customer service is available from 7:00 am to 10:00 pm daily from Monday to Sunday (excluding bank holidays).
• Contact your nearest Punto Enel

Not yet registered with our Customers' Area? Register now

Remember to have the following ready when you contact us:

• your customer number
• your tax ID code.

Communications regarding the supply in your electricity bill
This section provides general information on:

• how to submit your own meter reading and the window on how time bands work
• the details of corrected bills (in the case of corrections)
• communications from ARERA
• resumption of billing messages when billing has been interrupted
• information messages regarding the billing of consumptions (items, amounts, calculation methods)
• billing frequency
• details of unpaid bills in the case of customers in arrears on more than one bill
• the security deposit and procedures for payment in instalments, in the case of supplies with payment methods other than direct debit.

Communications regarding the supply in your gas bill
This section provides general information on:

• how to submit your own meter readings
• the method used to calculate consumptions
• the gas sale price
• technical Information (Parameter P1, Coefficient C2, Energy Correction Factor 3)
• average daily consumption
• the security deposit for supplies with payment by
• Postal giro
• the possibility of paying the bill in instalments, where provided for under Resolution 229/2012
• annual consumption

₁ The parameter P refers to the Actual Gross Calorific Value, i.e. the amount of energy contained in a cubic metre of gas distributed by your municipality during the previous year.

₂ The coefficient C is the conversion coefficient that converts the consumption measured by the meter, expressed in cubic metres, into the unit of measurement used for billing, i.e. Standard cubic metres.

₃ The Energy Correction Factor is given by the ratio between the Actual Gross Calorific Value and the Standard Gross Calorifc Value, which is 38.52 MJ/m3.

Frequenza di emissione delle bollette per la fornitura elettrica
Billing frequency depends on the type of deal, the type of customer and the agreed capacity.

In particular, bills are issued:

• every month for customers with non-domestic supplies and a capacity of over 15 kw
• every two months (with the first bill issued one month after activation for consumption during that month) for customers with non-domestic supplies and a capacity of less than 15 kw
• every two months for customers with domestic supplies using the E-Light product
• every two months (with the first bill issued one month after activation for consumption during that month) for customers with domestic supplies and deals activated since January 2012
• every three months for customers with domestic supplies and deals activated before January 2012.

Billing frequency for the supply of gas under the protection scheme
In this case, bills are issued as follows:

• every four months for annual gas consumption of between 0 and 500 sm3
• for annual consumption of between 500 and 5,000 sm3, billing frequency billing frequency is by seasonal periods (Dec-Jan, Feb-Mar, Apr-June, July-Sept, Oct-Nov)
• every month, if the annual consumption exceeds 5,000 sm3.

Billing frequency for the supply of gas in the free market
In this case, the issue of the bill takes place as indicated in this document.

To check the status of your payments you can:

• Access your Customer's Area:
• click on the "Bill Archive" section;
• enter our chat line and ask for assistance from one of our experts.
• Call our toll-free number 800 900 860, our customer service is available from 7:00 am to 10:00 pm daily from Monday to Sunday (excluding bank holidays).
• Contact your nearest Punto Enel
• Use our Enel Energia App

Not yet registered with our Customers' Area? Register now.

Remember to have the following ready when you contact us:

• your customer number
• your tax ID code 

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.

If you have lost your bill you can:

• Access your Customer's Area
• pay in the “Bill Archive” section;
• enter our chat line and ask one of our experts for assistance.
• Use our Enel Energia App
• Call our toll-free number 800 900 860, our customer service is available from 7:00 am to 10:00 pm daily from Monday to Sunday (excluding bank holidays).
• Contact your nearest Punto Enel

Not yet registered with our Customers' Area? Register now

Remember to have the following ready when you contact us:

• user number (nine-digit number at the top right hand corner of all your bills)
• the number of the lost bill and/or billing amount, or the number and amount of the last bill received.

In the case of a contract in the name of a company, the request must be submitted by the holder of the contract or the legal representative.

You can also simply ask for the details of the lost bill for payment by postal/bank payment slip.

If you have received your bill late or it has not been delivered, you can:

• access your Customer's Area, enter our chat line and ask for assistance from one of our experts.
• call our toll-free number 800 900 860, our customer service is available from 7:00 am to 10:00 pm daily from Monday to Sunday (excluding bank holidays).
• contact your nearest Punto Enel

To avoid encountering these problems, you can sign up for our "Bolletta Web".
service.

With this service you can:

• receive your bill directly online and notification by e-mail and text messages when it is about to be issued;
• view a duplicate bill in the "Bill Archive" section of your Customer's Area or on our Enel Energia App

You can apply for the service by clicking here or by accessing your Customer's Area

Not yet registered with our Customers' Area? Register now.

To change the address to which your bills are sent, you can:

• access your Customer's Area:
• enter the "Your supply" section and select the "Billing address" option;
• enter our chat line and ask for assistance from one of our experts.
• use our Enel Energia App
• call our toll-free number 800 900 860, our customer service is available from 7:00 am to 10:00 pm daily from Monday to Sunday (excluding bank holidays).
• contact your nearest Punto Enel.

Not yet registered with our Customers' Area? Register now

Remember to have the following ready when you contact us:

• your customer number
• your tax ID code.

The "Zoom Bill" is the new online version of the Enel Energia bill. With the Zoom Bill you can access:

• your main billing information and charts showing your consumption
• useful information for your supply
• all links for sending requests and changes to your contract.

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