Service Charter – complaint procedures

Service Charter – Complaint Procedures

Complaint Procedures

All complaints regarding tolls, payment reminders, toll collection, payment systems, traffic information, infrastructure, road network, mobility and customer relations, in order to be processed, must be submitted in writing, in Italian or English, through one of the following methods:

• by regular mail addressed to Autostrada Pedemontana Lombarda S.p.A., Via Benigno Crespi, 17 – 20159 Milan (MI), clearly indicating “Complaint” in the subject line;
• via the website www.pedemontana.com – with access, even without registration, through the dedicated “Complaints” link on the home page;
• by e-mail, writing to the dedicated address reclami@pedemontana.com;
• by registered mail, addressed to Autostrada Pedemontana Lombarda S.p.A., Via Benigno Crespi, 17 – 20159 Milan (MI), clearly indicating “Complaint” in the subject line;

• via PEC (certified email), to the dedicated address reclamipedemontana@pec.it.

   

Minimum elements required for complaint processing

Only complaints containing at least the following information may be examined:

1. identifying details of the user (first name, last name, contact details) and of any representative, enclosing in that case a proxy/authorization and a copy of the user’s identity document;
2. identifying details of the completed or planned journeys (entry point, exit point, date and time slot of transit, vehicle license plate) or a copy of the toll payment receipt;
3. a description of the service non-compliance identified with respect to one or more requirements defined by European, national or regulatory legislation or, where applicable, by the Service Charter.

In the event that a complaint is missing one of the above elements, Autostrada Pedemontana Lombarda will inform the user of the inadmissibility of the complaint and of the possibility to resubmit it in complete form.

Complaint response times

Autostrada Pedemontana Lombarda guarantees a response to the complaint as soon as possible and in any case within 10 working days of receipt, in accordance with the Service Charter.

For the purposes of calculating the complaint response deadline:

a) in the case of submission by e-mail/PEC or via the website, the complaint is deemed sent and received on the date of sending;

b) in the case of submission by registered mail, the complaint is deemed sent on the date of dispatch and received on the date of delivery to Autostrada Pedemontana Lombarda;

c) in the case of submission by regular mail, the complaint is deemed sent on the date of dispatch and received on the date it is recorded in Autostrada Pedemontana Lombarda’s systems, which must occur promptly and in any case within five days of delivery.

Remedies available in the event of no response or an unsatisfactory response

With Resolution No. 21/2023, the Transport Regulation Authority approved, in its initial implementation, the rules governing non-judicial dispute resolution between economic operators managing transport networks, infrastructure and services and users or consumers, pursuant to Article 10 of Law No. 118 of 5 August 2022, applicable to conciliation requests submitted after 27 February 2023. For such disputes, it is not possible to bring judicial proceedings until a mandatory conciliation attempt has been carried out before one of the entities indicated in Article 4 of the Resolution. As provided for by Article 6 of the Resolution, the user may submit a conciliation request if they have already submitted a complaint or a request for reimbursement or compensation, in the forms and according to the procedures indicated by the Concessionaire, and have received a response deemed unsatisfactory or have not received a response within 30 days. The full text of Resolution No. 21/2023 is available on the Authority’s website at www.autorita-trasporti.it.

The user’s right to submit a complaint, request or report to the Transport Regulation Authority regarding compliance with quality and tariff levels remains unaffected.

Complaints Report 2025

The following table shows, for the year 2025 (from 27 March onwards), the number and categories of complaints received and processed, classified by reason for complaint, average response times, related outcomes and measures adopted to address the main service issues identified, the level of user satisfaction with the response received, as well as the number and total value of compensations paid.