Service Charter – complaint procedures
Complaint procedures
All complaints about tolls, reminders, collection, payment systems, traffic information, infrastructure, roads, mobility and customer relations, in order to be managed, must be made in writing, in Italian or English, through one of the following methods:
- with ordinary post addressed to Autostrada Pedemontana Lombarda S.p.A., Via Benigno Crespi, 17 – 20159 Milan (MI), strictly stating in the subject line "Complaint";
- visit the website www.pedemontana.com and access the "Complaints" section via the dedicated link on the homepage (no prior registration required);
- via email to reclami@pedemontana.com;
- with post, using registered letter addressed to Autostrada Pedemontana Lombarda S.p.A., Via Benigno Crespi, 17 – 20159 Milan (MI), strictly stating in the subject line "Complaint";
by certified email (PEC) to reclamipedemontana@pec.it.
Minimum elements for processing of the complain
Complaints can be examined only if they that contain at least:
- the identification references of the user (first name, surname, address) and of any representative, attaching in this case the proxy and an identity document of the user;
- the identification references of the transits made or planned (point of entry, exit, date and time of transit, vehicle registration number) or a copy of the toll payment receipt;
- the description of the non-consistency of the service detected with respect to one or more requirements defined by European, national, regulatory legislation or, where its adoption is envisaged, by the Service Charter.
In the event of complaints lacking one of the above elements, Autostrada Pedemontana Lombarda informs the user of the inadmissibility of the complaint and the possibility of resubmitting it in full.
Complaint response times
Autostrada Pedemontana Lombarda guarantees a response to the Complaint as quickly as possible and in any case within 10 working days of receipt, in compliance with the provisions of the Service Charter.
For the purposes of the expiry of the deadline for responding to the complaint:
a) in the event of submission of the complaint by email/certified email or via website, the complaint is considered transmitted and received on the day of sending;
b) in the event of submission of the complaint by registered letter, the complaint is deemed to have been sent on the day of dispatch and is deemed to have been received on the day of delivery to Autostrada Pedemontana Lombarda;
c) in the event of submission of the complaint by ordinary mail, the complaint is deemed to have been transmitted on the day of sending and is deemed to have been received on the day of registration of the same by Autostrada Pedemontana Lombarda in its systems, which must be made promptly and in any case within five days of delivery.
Remedies that can be activated in the event of a failure to respond to the complaint or a response deemed unsatisfactory
With Resolution no. 21/2023, the Transport Regulation Authority approved the regulation, in first implementation, of the procedures for the non-judicial resolution of disputes between economic operators that manage transport networks, infrastructures and services and users or consumers, pursuant to art. no. 10 of Italian Law no. 118 of 5 August 2022, which applies to conciliation requests submitted after 27 February 2023. For such disputes, it is not possible to appeal to the courts until a mandatory attempt at conciliation has been made before one of the parties indicated in art. 4 of the Resolution. As provided for by art. 6 of the Resolution the user may submit a request for conciliation if he or she has already submitted a complaint or a request for reimbursement or compensation, in the forms and in the manner indicated by the Concessionaire, and has received a response that he or she considers unsatisfactory or has 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 has the right to submit a complaint, application or report to the Transport Regulation Authority regarding compliance with quality and tariff levels.