20 May 2026
- Strada dei Parchi guarantees the customer the availability of an easy-to-access and easy-to-use complaint handling mechanism, ensuring:
- the possibility of submitting a complaint not only in Italian but also in English, receiving in that case the response in the same language;
- Multiple channels for filing complaints:
- by sending an e-mail to the mailbox info@stradadeiparchi.it;
- by completing the webform available in the Customer Service section
- by registered mail to the address: Strada dei Parchi Spa Via Giulio Vincenzo Bona 105, 00156 Rome;
- the response to the complaint, which is related to the quantity of requests/reports and the need for in-depth investigations and technical checks to be carried out, is guaranteed within 10 working days and in any case no later than 30 days.
- Parks Road examines complaints in which the data useful and necessary for the same are specified, specifically:
- Customer identification data: (First name, last name, contact information);
- trip identification data: date and time of transit, route traveled (entry and exit), vehicle license plate, copy of payment receipt/missed payment;
- Description of the service inconsistency detected.
- In the case of a complaint lacking any of the elements referred to in point 2, Strada dei Parchi will notify the customer of the inadmissibility of the complaint and the possibility of resubmitting it, specifying all useful and necessary data for the complaint(customer identification data, trip identification data, description of the detected service inconsistency).
- For the purpose of the running of the time limits in 1(c):
- in case of submission of the complaint by e-mail, the complaint is deemed to be transmitted and received on the day of sending;
- in case of submission of the complaint by registered mail the same shall be deemed to be transmitted on the day of sending and received on the day of delivery at Strada dei Parchi;
- in the case of submission of the complaint by regular mail, the complaint shall be deemed to have been sent on the day it is sent and received on the day it is registered in the complaint management system, which shall be done promptly and in any case within five days of delivery.
- Strada dei Parchi also conducts an annual analysis of complaints received in order to improve processes and resolve highlighted and ascertained critical issues, making the results available in accordance with Measure 3.1(t)
