Customers
Waste
How the service is organised
The management of municipal and similar waste includes both recyclable and non-recyclable waste. The various activities involved (road sweeping and cleaning, collection and transportation of municipal waste, processing, recycling and disposal of municipal waste, tariff management and relations with users), may all be managed by a single provider or there may be different providers for each step or certain parts of each step. The latter is most often the case in Italy at present.
Details of the local service provider appear in the waste tax bill, together with their telephone numbers, postal address and website address (website of the integrated service provider or of the companies responsible for tariff management and relations with users and of the respective providers of collection and transportation and road sweeping and cleaning services).
How to dispose of waste properly
Instructions on how to dispose of municipal waste properly, including recyclable waste, are published on the website of the local integrated service provider or of the companies responsible for tariff management and relations with users and of the respective providers of collection and transportation and road sweeping and cleaning services.
In case of doubt, you may contact your service provider directly using the appropriate customer information channels, details of which are provided in the waste tax bill.
The cost of the service
The waste management service charge covers the costs of road sweeping and cleaning, collection and transportation of municipal waste, processing, recycling and disposal of municipal waste, tariff management and relations with users.
Charges are defined at local level based on the tariff calculation method developed by the Regulatory Authority for Energy, Networks and Environment (ARERA), and are subsequently approved by the Authority. The tariffs applicable in your area are published on the website of the integrated service provider or of the company responsible for tariff management and relations with users, which is usually the municipal council.
All the elements used to calculate the amounts charged are shown in the waste tax bill, including details of the water service contract, the surface area of the property, the information recorded in the land register, where available, the type of supply contract and, for residential contracts, the number of people in the household, and the service provider’s contact details for requesting any further information.
Customers in financial difficulty
For information about any discount schemes for residential customers who find themselves in financial difficulty and to find out about the conditions and procedures for obtaining these, you may contact the integrated service provider, or the company responsible for tariff management and relations with users, by calling the numbers or contacting the help desks, where available, shown in the waste tax bill, or visit the service provider’s website.
Information and complaints
The telephone numbers, postal and e-mail addresses for requesting information, reporting problems or submitting complaints, and the contact details and opening hours of customer help desks, where available, are shown in the waste tax bill and on the website of the integrated service provider, or of the companies responsible for tariff management and relations with users and of the respective providers of collection and transportation and road sweeping and cleaning services.
The Energy and Environment Consumer Help Desk, set up by the Regulatory Authority, is available to provide general information about the functions conferred upon the Authority as from 2018 with regard to the management of municipal and similar waste, including recyclable waste. Help Desk staff cannot answer questions about regulatory matters prior to 2018, taxation or special waste.