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Together to overcome the crisis. Hera Group's measures to protect against the Covid and to support the community

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

Together to overcome the crisis


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.

Call center

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.



app MyHera

Use our online services

You can manage your services and supplies quickly and easily wherever and whenever you want with the My Hera app and the Online Services.
Here are also many "smart" services that customers can use to pay their bills, wherever they are, even from home.  All the information is available on the website at www.gruppohera.it/clienti.
Quick access to services for registered customers: servizionline.gruppohera.it



Contact us if you are struggling to pay your bills on time

In the municipalities where Hera manages the Punctual Rate for waste, for non-domestic users we have postponed the issuance of the first installment of 2020.
Furthermore, by 31 December 2020, the rate reductions envisaged by ARERA Resolution 158/20 will be applied to those entitled.


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 Sanitą (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, the waste collection service is 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.




Please be reminded that the Istituto Superiore di Sanitą and the Ministry of Health have issued extensive reassurances on the total safety of drinking water, which can be used with complete peace of mind.


For further information on the COVID-19 emergency, please see the provisions on the websites of the Ministry of Health and of the Civil Protection Department.


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.

Insurance policy

We have also activated a COVID-19 insurance policy for all employees of the Hera Group who are infected, bearing the corresponding cost.

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