Complaint means any written communication with which the customer, or on his behalf a representative or an association of users, expresses grievances and/or makes requests, including economic ones, about the inconsistency of the service with one or more requirements defined by the European onational legislation, where its adoption is provided for, the Service Charter. (Resolution art. 132/2024)
If you have made a trip on the network operated by Strada dei Parchi (A24/A25) and would like to file a complaint, you must enter the following mandatory data:
- the identifying references of the user (first name, last name, address) and of the representative, if any, enclosing in this case the SIGNED proxy and an identity document of the user;
- Identifying references of the trip made (entry toll gate, exit toll gate, date and time slot of transit, vehicle license plate);
- The copy of the toll payment receipt or the number of the electronic toll device with which the transit was made;
- The description of the detected disservice.
You can transmit the complaint by one of the following methods:
- By filling out the webform dedicated
- by sending an email to the mailbox info@stradadeiparchi.it;
- by registered mail to the address: Strada dei Parchi Spa – Via Giulio Vincenzo Bona 105, 00156 Rome;
The personal data requested will be processed in accordance with the GDPR – European regulation no.679/2016
Compensation in case of non-response
Strada dei Parchi undertakes to provide a reasoned response to complaints received within 10 working days from the day of receipt, in at least 85% of cases, but no later than 30 days.
In the event of failure to respond to the complaint, or late or unjustified response, the Customer shall be entitled to receive automatic compensation commensurate with the amount of tolls paid to the Concessionaire in an amount equal tol:
- 30% in the case of a response provided between the 31st and 60th day after receipt of the complaint;
- 50% in case of response given after the 61st day and in case of no response.
It will be the responsibility of the Company to request the Users’ bank account details for the purpose of payment of compensation by bank transfer, which will be made within 30 working days.
Compensation is not due in cases where:
- the complaint is not transmitted by the Client in the minimum manner and elements;
- the user has already been paid compensation for a similar claim involving the same trip;
- the toll has not been regularly paid.
Conciliation
If you are not satisfied with the response, you may file, in person or through your proxy, a petition for conciliation through the platform ConciliaWeb. For more information, it is possible to consult the section ART Conciliation Service.
