Hidden water leaks

In most cases, invisible water leaks are detected only through consumption monitoring and the notification of anomalies that users receive via the contacts indicated in the contractual registry. In some cases, the user becomes aware of the hidden leak only upon receiving a very high bill.

With Resolution 609/2021, the Regulatory Authority for Energy, Networks and Environment (Arera) introduced minimum protections in case of hidden leaks, which have been incorporated into Articles 29 and 29-bis of the Regulation for the supply of drinking water.

It is possible to enjoy better reimbursement conditions than the minimum protections by joining the "Hidden Water Loss Fund" managed by Veritas based on the criteria indicated in the regulation approved by the Venice Lagoon Basin Council.

By submitting a hidden water loss report for leaks that disperse water into the ground—and which therefore meet the characteristics provided in Art. 2 of the "Regulation for the reimbursement of sewerage and purification fees in case of water loss" approved by the Venice Lagoon Basin Council—a reimbursement of the sewerage and purification fee is also provided, both under minimum protections and under the Hidden Water Loss Fund.

 

Minimum protections

Hidden water losses are considered those occurring downstream of the meter, in user-responsible installations; these are leaks that do not surface and cannot be detected through normal diligence required of the user to check their property, and are not attributable to the user's fault or negligence. Losses caused by defects in internal taps, toilets, and sanitary fixtures are excluded.

Minimum protections, as provided in Article 29-bis of the Supply Regulation, are applied in the case of consumption at least double the daily reference average, i.e., the average daily consumption in the two years preceding the loss.

Minimum protections cover

• hidden leaks downstream of the meter due to accidental, fortuitous, or involuntary events, attributable to aging and/or corrosion of the post-meter connection and internal distribution system;
• hidden leaks not directly or obviously detectable externally through normal diligence because they occur in buried parts of the system or embedded in walls or concrete.

Minimum protections do not cover

• leaks deriving from defects in inspectable installations (e.g., pressure tanks, toilets, refrigeration systems, irrigation systems, air conditioning, or drains), internal taps, including meter breakage due to frost;
• leaks occurring in inspection wells or in the well containing the meter, as these parts are inspectable by the user;
• leaks caused by damage during repairs carried out by the user, breakages caused by the user or third parties, or resulting from construction, roadworks, excavations, or land leveling, as well as any type of indirect damage.

How reimbursement is calculated

The criteria for calculating reimbursement are defined in Article 29-bis of the Supply Regulation.
Reimbursement for lost cubic meters applies if the average daily consumption during the period of the loss exceeds 100% of the reference consumption.

An allowance of 30% of the lost cubic meters is applied to the volume exceeding the reference daily average; the recalculation, carried out as provided by the resolution using a rate equal to 50% of the base rate, is therefore applied to 70% of the loss (Art. 19 of Annex A of ARERA Resolution 218/2016, amended by Resolution 609/2021) go to the document.

The protections can also be applied to invoices following the one in which abnormal consumption was detected, for a maximum period of three months to allow repair of the fault that caused the leak.

How to request reimbursement

In case of a leak, the request for application of minimum protections must be submitted within 90 days from the due date of the invoice containing the consumption caused by the leak, by completing the hidden water loss report form.

To apply the minimum protections, the fault must be repaired as soon as the leak is discovered and in any case no later than the deadline for submitting the reduction request.

 

Hidden Water Loss Fund

The Fund is a protection tool for citizens, established by Veritas and the Venice Lagoon Basin Council, allowing participants to benefit from better reimbursement conditions than the minimum protections provided by the Drinking Water Supply Regulation (Art. 29-bis) in case of hidden leaks (invisible) within the internal system, after the meter.

How to join the Fund

• New users and transfers
  Membership in the Fund starts after the user gives their consent on the activation or transfer form.
• Users who did not join at activation
  It is possible to join the Fund after activation by submitting a formal request including the meter reading at the time of the request. Membership starts from the date of the reading communicated by the user.

At the time of joining the Fund, there must be no ongoing leaks.

For existing members, annual renewal is automatic; membership can be revoked at any time by submitting the "Request for changes to Water Service data" form, available on www.gruppoveritas.it.

Cost of the Fund*

• Domestic users: monthly fee €0.25;
• Condominium users: monthly fee €0.25 (per domestic unit);
• Non-domestic users: monthly fee €0.70;
• Condominium non-domestic users: monthly fee €0.70 (per non-domestic unit).

*Fees updated with Resolution No. 9 of 27/06/2022 of the Venice Lagoon Basin Council Assembly

What the Fund covers

The Fund’s management is governed by the regulation approved by the Venice Lagoon Basin Council, which defines the requirements for a hidden leak and allows reimbursement. Resolutions No. 6 of 15/4/2021 and No. 9 of 27/06/2022 updated the regulation, modifying calculation methods to increase reimbursable amounts and make the Fund more accessible, in line with new authority guidance following the introduction of minimum protections. Resolution No. 6 of 15/04/2021 also approved the updated regulation for the reimbursement of sewerage and purification fees in case of water loss.

The Fund covers

• hidden leaks downstream of the meter due to accidental, fortuitous, or involuntary events, attributable to aging and/or corrosion of the post-meter connection and internal system;
• hidden leaks not directly or obviously detectable externally, occurring in buried parts of the system or embedded in walls or concrete.

The Fund does not cover

• leaks from defects in inspectable installations (e.g., pressure tanks, toilets, refrigeration systems, irrigation systems, air conditioning, or drains), internal taps, including meter breakage due to frost;
• leaks in the well containing the meter, as this must be inspected by the user, as per the Drinking Water Supply Regulation approved by the Venice Lagoon Basin Council (Resolution 16 of 27/10/2017);
• leaks caused by damage during repairs by the user, breakages by the user or third parties, or resulting from construction, roadworks, excavations, land leveling, or any indirect damage.

How reimbursement is calculated

The criteria for reimbursement are defined in Article 8 of the Fund regulation, which also indicates how to calculate average daily consumption based on user type.
Reimbursement for lost cubic meters is applied if the average daily consumption during the leak period exceeds 30% of the user’s historical consumption.

How to request reimbursement

The Fund regulation specifies the conditions for reimbursement in case of a leak, including timing and procedures for submitting the hidden water loss report.

The fault must be repaired as soon as it is discovered and no later than the deadline for submitting the reimbursement request.

The reimbursement request must be submitted within 90 days from the due date of the invoice containing the consumption caused by the leak, using the hidden water loss report form.

The reimbursable amount is reduced by 50% if the request is submitted between 90 and 180 days from the invoice due date.

Revocation from the Fund

Membership revocation can be communicated through:

• Contact center
  800.466466 toll-free from landlines
  041.9655530 from mobile phones (at the cost set by your provider);
• Revocation request using the form sent by email to clienti@gruppoveritas.it
• Online Desk at https://serviziweb.gruppoveritas.it

 

Revocation takes effect from the date VERITAS becomes aware of it.