We are regularly providing most of our local services. We have also put special measures in place to protect the health of our customers and employees
With regard to COVID-19 protection measures, we can reassure citizens, informing them that most of the services throughout our service area are operating normally, as are the emergency services.
To protect everyone's health and respond to government requests, we are working with additional measures to counter the spread of the virus as much as possible.
We will keep this page up to date with information on the actions taken and offer some useful information for the use of Hera Group's services during the COVID-19 emergency.
Enjoy our services while staying at home
We encourage you to use our telephone and online contact channels.
You can call our customer service on 800.999.500
Most paperwork, including reporting your meter reading, can be handled by telephone by contacting the Customer Service Department Monday to Friday from 8 am to 10 pm, or Saturday from 8 am to 6 pm. The call is free of charge.
800.999.700 for non-domestic users.
My Hera
Contact us if you are struggling to pay your bills on time
Households and businesses experiencing objective financial problems will be able to ask for the payment of bills falling due for the main services to be postponed by 30 days or for the payment to be made in three instalments over the ensuing three months. For bills over €4,500, specific installment plans will be established. Hera will not charge interest for late payment of bills falling due from 13 March until 30 June 2020, postponed by 30 days or paid in instalments over the ensuing three months.
Customers who, when the bill arrives, will be unemployed or in layoffs, and self-employed persons benefiting from income support measures introduced to deal with the Covid-19 crisis, may request an installment payment of the bills up to 6 installments. This possibility is also extended to those activities which, at the time of the request, were subject to closure measures related to the Covid-19 crisis.
The facilitations linked to the Covid-19 crisis must be requested by calling the Customer Service. They may be subject to revocation or modification due to the entry into force of new measures issued by the Government and the national regulatory Authority ARERA.
Please be reminded that the same rules apply to bins as for objects touched by multiple people, such as banknotes, door handles, staircase handrails, shopping trolleys, snack and coffee machines, ATMs and lift keypads, etc. As in all these cases, we recommend that you follow the instructions given by the scientific authorities, including washing your hands frequently with soap and water or alcohol-based solutions. If you wear disposable gloves or use paper tissues to protect your hands, you can then slip them into the side holes of the mixed waste bin.
If you are positive or subject to mandatory quarantine, please follow the recommendations of the Istituto Superiore di Sanità (Italian National Institute of Health): do not separate your waste and put everything (paper, plastic, glass, cans, gloves, masks, etc.) into the mixed waste bin, tightly closed in two or three bags, one inside the other.
For citizens who are coronavirus positive or in mandatory quarantine, and already served by door-to-door collection, starting Monday, 23 March the waste collection service will be carried out as established at regional level.
In particular, such users must stop separate waste collection and fill their mixed waste bag day by day, placing their waste into two or three bags - including masks, disposable gloves and other medical devices - and close them well before disposing of them. For them alone, and as long as the emergency lasts, Hera will make an additional weekly collection, in addition to the normally scheduled collection.
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We work while respecting good health
Since the beginning of the COVID-19 emergency in Italy, the Hera Group has taken all appropriate measures to protect workers, first and foremost by thoroughly circulating notifications from the Ministry of Health to ensure their safety. Among other initiatives within the Group, we have stepped up cleaning activities in the workplace and provided an e-mail address where colleagues can request information.
