A32 Suggestions / Complaints

Users may inform the Company, by submitting a complaint, of any perceived shortfalls in the management of the road infrastructure as well as any grievances and/or requests concerning the inconsistency of the service with one or more requirements defined by European or national regulations, or by ART Resolution no. 132/2024 or by the Service Charter.

The complaint may be submitted in Italian or English by clicking on the complaints “platform”, by registered mail addressed to S.I.T.A.F. S.p.A, A32 Direzione di Esercizio (Operational Management), Via Torino 127, 10059 Susa (TO) or by contacting the collection staff and filling out the appropriate User Communication Report, or the Customer Relations Centre.

Complaints must contain at least the following elements or will be considered inadmissible:

• the identifying details of the user (name, surname, address) and of the representative, if any, enclosing in this case the proxy and an identity document of the user;
• the identifying details of the journey made (entry and exit points, date and time of passage, vehicle registration number) and a copy of the toll payment receipt;
• the description of the service shortfall detected with respect to one or more requirements defined by European, national or regulatory law or by the Service Charter.

The Company must provide a justified response:

• to complaints received by registered mail/personally delivered mail within 30 calendar days from the date of receipt of the complaint;
• to complaints received via e-mail/website, within 10 working days from the day of sending.

In the event of an inadmissible the complaint or if the necessary checks take longer, the company shall inform the user within the aforementioned time limits.

For complaints received via the web “platform”, the Company undertakes to reply in 85% of cases within 10 working days from the day of sending.

In the event that the Company does not send any response to the complaints within the aforementioned time limits or in the event of an unjustified response to the complaints, the user shall automatically be entitled to compensation in the amount of:

• a) 30% of the sum of the tolls paid by the user for the route, possibly repeated, to which the complaint refers in the event

of a response provided between the 30th to the 60th day from receipt of the complaint;

• b) 50% of the sum of the tolls paid by the user for the route, possibly repeated, to which the complaint refers in the event of a response provided after the 60th day and in the event of no response.

In the event of a proven discrepancy in the information in the “PRM Accessibility” section, the PRM user is entitled to the compensation indicated in the Service Charter, for each complaint made and substantiated through checks on the actual discrepancy, carried out within the 30 days after the report. It is paid individually to PRM users whether they are a driver or a passenger in the manner indicated in the Service Charter.

The Company will be responsible for requesting the user’s current account details for the purpose of payment of the compensation by bank transfer, which shall be made within 15 working days.

If the user does not receive a response to a complaint within the aforementioned time limits, or considers the response received to be unsatisfactory, the user may submit a conciliation request:

• to the ART Conciliation Service available at www.autorita-trasporti.it/conciliaweb;
• to the Conciliation Chambers established within the Chambers of Commerce, Industry, Crafts and Agriculture, if a Memorandum of Understanding exists between ART and Unioncamere
• to ADR entities, including joint negotiation bodies registered in the list referred to in Article 141-decies, paragraph 1 of the Italian Consumer Code.

Finally, please note that:

• should the complaint be rejected on grounds of lack of the Company’s jurisdiction, the latter will forward the complaint, promptly and in any case within thirty days of receipt, simultaneously informing the user of this, to the concessionaire deemed competent, which will provide the user with a response pursuant to the aforementioned ART Resolution 132/2024;
• in the case of complaints concerning the services provided in the Service Areas, the Company will forward the complaint, promptly and in any case within thirty days of receipt, simultaneously informing the user of this, to the service operator, which will provide the user with a justified response pursuant to the aforementioned ART Resolution 132/2024.
• the Company ensures the reimbursement of tolls paid, in error, in excess of the amount due, where the claim made by the user is found to be legitimate, as indicated in the “Complaints” section.

For complaints, the personal data communicated are processed in compliance with privacy regulations. The full policy on personal data processing is available on the site.