Refunds and Complaints

The refund is available to private individuals, VAT-registered persons and companies paying with electronic toll devices, cards or cash, for journeys with entry and exit toll stations located along the A21 Piacenza – Cremona – Brescia section managed under concession and the Fiorenzuola d’Arda branch. Refunds may also be requested for journeys made on the Ospitaletto – Montichiari “Corda Molle” motorway link road, specifying the entry and exit junctions.

Toll stations and entry/exit junctions for which a refund may be requested:

Traditional toll collection system

A21 Piacenza – Cremona – Brescia: Brescia Centro, Brescia Sud, Manerbio, Pontevico, Cremona, Castelvetro Piacentino, Caorso

Free Flow toll collection system

“Ospitaletto – Montichiari” link road (Corda Molle): Ospitaletto Sud, Svincolo BreBeMi A35, Travagliato, Lograto, Azzano, Flero, Poncarale, Borgosatollo, Montichiari Aeroporto, Fascia d’Oro.

All methods require the user to provide an IBAN and other data necessary to obtain the refund.

Find out the refund procedure according to how you paid for your journey:

Electronic toll devices	Cash / Cards / Plate Account (Free Flow)
–	Request the receipt at the exit toll station on the A21 Piacenza – Cremona – Brescia section. For Free Flow journeys on the “Corda Molle”, request the transit list at the Info Point or download it from the Free Flow platform after completing the required registration
Access the platform	Access the platform
Register or log in	Register or log in
Register your electronic toll device	Upload a scan of the receipt or of the transit list
Receive notification of your right to a refund	Receive notification of your right to a refund

For further information or assistance regarding refunds, you can call the toll-free number 803 333, active Monday to Friday from 9.00 a.m. to 5.00 p.m.
You can also submit a refund request by sending us a registered letter using this form.

For further details, see General terms and conditions, Privacy Notice of the Joint Data Controllers of the Platform and Privacy Notice of the Concessionaire

The complaint may be submitted, in Italian or in English, exclusively using the complaints platform indicated below, or by registered letter addressed to Autovia Padana S.p.A. – Ufficio Rapporti con l’Utenza – località San Felice – 26100 Cremona (CR).

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

• the identification details of the User (name, surname, contact details) and of any representative, in which case attaching the proxy and an identity document of the User;
• the identification details of the journey made (entry station, exit station, date and time slot of transit, vehicle registration plate) or a copy of the payment receipt and the IBAN in the case of toll-related reports;
• a description of the non-compliance of the service identified with respect to one or more requirements defined by European, national or regulatory legislation or by the Service Charter.

If the Concessionaire’s response is not considered satisfactory, the system will allow further communications to be sent via the link at the bottom of the same ticket. Do not reply using the «reply» function via e-mail.

The Company provides a reasoned response:

• to complaints received by registered mail, within 30 calendar days from the date of receipt of the complaint;
• to complaints received through the web platform or by e-mail, within 10 working days from the day of sending in at least 85% of cases, in compliance with the quality indicator defined by the MIT, and in any case no later than 30 days (ART Resolution 132/2024).

In the event of inadmissibility of the complaint, or should the necessary checks require more time, the company will inform the User within the terms indicated above.

In order to determine satisfaction levels with the complaint handling process among Users submitting complaints via the website/e-mail, the company requests the completion of a satisfaction questionnaire, to be filled in via a link sent together with the reply e-mail.

If the Company does not send any response to complaints within the terms indicated above, or in the event of an unreasoned response, the User is automatically entitled to compensation equal to:

• a) 30% of the sum of the tolls paid by the User for the route, possibly repeated, to which the complaint refers, in the event of a response provided between the thirty-first and the sixtieth day from 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 event of a response provided after the sixtieth day or in the event of no response.

Persons with Reduced Mobility (PRM), in the event of a discrepancy between the information in the «PRM Accessibility» section and the service actually experienced, are entitled to compensation of a fixed amount of 7.00 (seven/00) euros, payable upon presentation of a self-certification and proof of the relevant transit, and following an internal review. This request must be made using one of the two available methods for submitting complaints. Where the discrepancy is attributable to a failure to communicate by the operators of the services provided in service areas (e.g. service area sub-concessionaires), the latter shall reimburse the concessionaires for the compensation paid.
It will be the Company’s responsibility to request Users’ bank account details for the payment of the compensation by bank transfer, which will be made within 15 working days.

The compensation is not due in cases where:

• the complaint is not submitted by the User in the manner and with the minimum elements indicated above;
• the User has already received compensation for a complaint of a similar nature concerning the same journey.

If the User does not receive a response to a complaint within the terms indicated above, or considers the response received unsatisfactory, a conciliation request may be submitted:

• to the ART Conciliation Service
• to the Conciliation Chambers established at the Chambers of Commerce, Industry, Crafts and Agriculture, where the memorandum of understanding between ART and Unioncamere has been signed
• to ADR bodies, including the joint negotiation bodies registered in the list referred to in art. 141-decies, paragraph 1 of the Consumer Code.

In the event of updates to the complaint submission procedure, or regarding the handling of any disputes, information will be provided to Users through notices available on the website www.autoviapadana.it

Finally, please note that:

• if the complaint is rejected by the Company on grounds of competence, the Company will forward the complaint, promptly and in any case within thirty days of receipt, simultaneously informing the User, to the concessionaire deemed competent, which will provide a response to the User pursuant to the aforementioned ART Resolution 132/2024;
• in the case of complaints concerning services provided in service areas, the Company will forward the complaint, promptly and in any case within thirty days of receipt, simultaneously informing the User, to the operator of such services deemed competent, which will provide a reasoned response to the User pursuant to the aforementioned ART Resolution 132/2024;
• the Company ensures the refund of tolls paid, in error, in excess of the amount due, following verification of the validity of the request made by the User, as indicated in the «Refunds» section;
• the user has the right to submit a complaint, request or report to the Transport Regulation Authority (ART) regarding compliance with quality and tariff levels.

With regard to complaints, the personal data provided is processed in compliance with Regulation (EU) no. 679/2016 (GDPR). The privacy notice concerning the processing of personal data is available to Users within the platform, from the Company’s website.

If you have suffered damage on the A21 Piacenza – Cremona – Brescia motorway section and the Fiorenzuola d’Arda branch or on the “Ospitaletto – Montichiari” motorway link road, and you believe AUTOVIA PADANA may be liable, you can send a damage compensation request via:

• PEC (certified e-mail) to the following address autoviapadana@legalmail.it;
• by post to the address: Autovia Padana S.p.A.– località San Felice – 26100 Cremona (CR).

For further information, please consult the Service Charter.

The Company ensures the refund of tolls paid, in error, in excess of the amount due, following verification of the validity of the request made by the user, as indicated in the Service Charter.

For issues relating to toll payment, such as:

• incorrect vehicle classification
• incorrect or missing change
• payment anomalies with automatic tollbooths
• anomalies relating to the electronic toll device

please write to the e-mail address: pedaggi@autoviapadana.it