Suggestions / Complaints

The user may represent to the company, through the submission of a complaint, any perceived or encountered deficiencies in the management of the road infrastructure as well as any grievances and/or requests, about the inconsistency of the service with one or more requirements defined by the European or national regulations, or by the ART Resolution No. 132/2024 or by the Service Charter.

For issues related to toll payment (e.g. wrong vehicle classification, wrong or no change, payment anomalies with automatic cash machines, electronic toll machine anomalies, etc.) please write to pedaggio@autofiori.it

The complaint may be submitted, in Italian or in English, by clicking on the “platform” of complaints, by registered mail addressed to Autostrada dei Fiori S.p.A.- Via della Repubblica, 46
– 18100 Imperia.

Complaints, under penalty of inadmissibility, must contain at least the following elements:

• the identification references of the user (first name, last name, address) and of the representative, if any, attaching in this case the proxy and an identity document of the user;
• the identifying references of the trip made (entry point, exit point, date and time slot of passage, vehicle license plate) and a copy of the toll payment receipt;
• the description of the detected inconsistency of the service with respect to one or more requirements defined by European, national, regulatory legislation or the Service Charter.

The Company shall provide, a reasoned response to complaints within 30 calendar days starting from the date of receipt of the complaint for those received by registered mail and starting from the day of sending for those received through the web “platform”.

In the event that the Company does not send any response to complaints within the above-mentioned time limits or in the event of an unjustified response to complaints, the user is automatically entitled to compensation amounting to:

• (a) 30% of the sum of tolls paid by the user for the route, possibly repeated, to which the complaint relates in the case of a response provided between the thirty-first and the sixtieth day after 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 case of a response provided after the 60th day and in the case of failure to respond.

The PMR user, in case of information discrepancy between what is reported in the “PMR Accessibility” section of the website and the actual conditions of accessibility and usability of the services offered in parking or service areas is entitled to the compensation indicated in the Service Charter.

It will be the Company’s responsibility to ask users for their bank account information for the purpose of payment of compensation by bank transfer, which will be made within 15 working days.

If the user does not receive a response to a complaint within the above deadlines or in case he/she considers the response received unsatisfactory, a conciliation petition may be submitted:

• to the ART Conciliation Service;
• to the Conciliation Chambers established at the Chambers of Commerce, Industry, Handicrafts and Agriculture, if the Memorandum of Understanding between ART and Unioncamere has been concluded;
• to ADR bodies, including joint negotiation bodies registered in the list referred to in Article 141-decies, paragraph 1 of the Consumer Code.

Finally, it is informed that:

• if the complaint is rejected on the grounds of competence profiles by the Company, the Company will forward the complaint, promptly and in any case within thirty days of receipt, at the same time informing the user, to the dealer deemed competent, who will provide a response to the user pursuant to the aforementioned Resolution ART 132/2024;
• in the case of complaints regarding the services provided in the service appurtenances, the Company will forward the complaint promptly and in any case within thirty days of receipt, informing the user at the same time, to the operator of such services deemed competent, who will provide a reasoned response to the user in accordance with the aforementioned Resolution ART 132/2024;
• the Company shall ensure the reimbursement of tolls paid, in error in excess of the amount due, following the verification of the merits of the claim made by the user as indicated in the Service Charter;
• the user has the right to submit a complaint, request, or report to the Transport Regulatory Authority regarding compliance with quality and tariff levels.

For claims, personal data disclosed are processed in compliance with privacy regulations. The full notice with the relevant purpose of personal data processing is available on the website.