{"id":4943,"date":"2025-10-09T10:32:46","date_gmt":"2025-10-09T10:32:46","guid":{"rendered":"https:\/\/tirrenica.mapo.dev\/contacts\/reclami-e-indennizzi"},"modified":"2025-11-06T14:33:48","modified_gmt":"2025-11-06T14:33:48","slug":"complaints-and-compensations","status":"publish","type":"page","link":"https:\/\/tirrenica.mapo.dev\/en\/contacts\/complaints-and-compensations","title":{"rendered":"Complaints and compensations"},"content":{"rendered":"\n

SSAT places great value on all Customer communications and particularly on complaints, which help us in our daily commitment to improve our service. Every day we strive to provide answers to requests that reach our company.<\/p>\n\n\n\n

If you have traveled on sections managed by Societ\u00e0 Autostrada Tirrenica<\/strong> and wish to submit a complaint, it is necessary to include the following mandatory information<\/strong>:<\/p>\n\n\n\n

    \n
  1. identification details of the user<\/strong>\u00a0(name, surname, contact information) and of any representative, attaching in this case the authorization and an identity document of the user;<\/li>\n\n\n\n
  2. identification details of the journey\u00a0<\/strong>(entry point, exit point, date and time range of passage, vehicle license plate);<\/li>\n\n\n\n
  3. a copy of the toll payment receipt<\/strong>\u00a0or the telepayment device number used for the transit;<\/li>\n\n\n\n
  4. a\u00a0description of the service disruption<\/strong>\u00a0encountered.<\/li>\n<\/ol>\n\n\n\n

    In case of complaints lacking one of these elements, you will be notified of the inadmissibility of the complaint and the possibility to resubmit it complete.<\/strong><\/p>\n\n\n\n \n

    \n

    \n Methods for submitting a complaint <\/h4>\n\n <\/summary>\n\n
    \n

    For proper handling of the complaint, it is necessary to use the dedicated submission channel.
    \nIf the channel used for submission is not correct, it will not be possible to activate the complaint process<\/p>\n

    Via Web Form<\/a><\/strong><\/p>\n

    PEC<\/strong>
    \nOnly for events related to material damage to vehicles involving the motorway infrastructure (so-called accidents), the complaint must be sent exclusively via PEC to the address:\u00a0    autostradatirrenica@pec.tirrenica.it<\/a>.<\/p>\n

    Registered mail<\/strong>
    \nFor all types of complaints or accidents, a registered letter can be sent to:
    \nSociet\u00e0 Autostrada Tirrenica p.a. Via A. Bergamini 50 -00159- Roma
    \nindicating on the envelope “Subject: COMPLAINT”.<\/p>\n

    All the mandatory data listed above are necessary to initiate the complaint procedure.<\/strong><\/p>\n <\/div>\n\n \n <\/details>\n\n\n\n \n

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    \n Response times <\/h4>\n\n <\/summary>\n\n
    \n

    All correctly submitted complaints will receive a reasoned response within 30 days of receipt, except in cases where the handling of the complaint requires a more in-depth investigation, exceeding 30 days. In such cases, we reserve the right to provide you, within the expected 30 days, an initial response with an estimate of when the final outcome of the complaint will be provided.<\/p>\n

    If you do not receive a response with the outcome of the complaint within the indicated timeframe or if you do not consider the response received satisfactory, you can access the out-of-court resolution procedure:\u00a0https:\/\/www.autostrade.it\/it\/web\/autostrade\/organismo-adr<\/a><\/p>\n

    If the complaint falls under the responsibility of other motorway Concessionaires or Companies that provide services in the Service Areas<\/strong>, we commit to forwarding it to the competent entity within 30 days of receipt while simultaneously informing you.<\/p>\n

    For some types of complaints, in addition to resolving the reported issues, we commit to communicating the interventions and corrective actions to improve service quality.<\/p>\n <\/div>\n\n \n <\/details>\n\n\n\n \n

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    \n Compensations <\/h4>\n\n <\/summary>\n\n
    \n

    In case of:<\/p>\n