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Services

Suggestions / Complaints

The concessionaire places great value on proposals, reports and complaints received as significant indicators for identifying any critical issues and taking improvement actions.
Proposals are understood to mean suggestions that the User, following his experience on the motorway, wishes to provide as a starting point for improvement to the Concessionaire, who, following the necessary assessments, will provide feedback both in the case of acceptance and rejection, motivating the reasons.

Reports are understood to mean information that the User wishes to provide to the Concessionaire regarding issues concerning tolls, missed payments, the state of the infrastructure or anything visually or otherwise detected during a transit.

Finally, the User may communicate to the Company, by submitting a complaint, any perceived or detected shortcomings in the management of the motorway infrastructure as well as any complaints and/or requests, regarding the inconsistency of the service with one or more requirements defined by European or national legislation, or by ART Resolution no. 132/2024 or by the Service Charter.

The complaint can be submitted, in Italian or English, through:

  • The website in the “Services” section at www.autoviapadana.it/en/suggestions-complaints/ (platform accessible from a specific blue button at the bottom of this page)
  • Registered mail with return receipt, to be sent to the following address Autovia Padana S.p.A. Ufficio Relazioni con l’Utenza località San Felice 26100 Cremona (CR);

Complaints forwarding and management procedure

The fastest and most effective way to communicate proposals, reports and complaints is to fill out the online form accessible from the “Complaints and Reports” button, which allows for faster response times.

Procedure for filling out the online form accessible from the “Complaints and Reports” button below.

After clicking on the “Complaints and Reports” button, two possible paths will appear:

  • Complaints: to forward reports of anomalies related to the quality of services, safety of the infrastructure or road traffic, the environment (for example: PMR compensation, maintenance and safety of the infrastructure and systems, roads and mobility, service and parking areas, behavior of Autovia Padana staff, management of emergencies and mechanical assistance, etc.) This selection is also valid for forwarding proposals.
  • Toll Practice Reporting: to submit reports of anomalies related to the collection of the toll using cash, cards, Teletoll devices (for example: incorrect toll charge, RMPP Failure to Pay Reports, incorrect change, invoicing, etc.)

All fields must be correctly filled in to allow for the prompt traceability of the practices in order to facilitate a rapid resolution and provide the best assistance.
The automatic service will respond promptly by assigning an identification code to the complaint/report.
Autovia Padana undertakes to provide timely and comprehensive responses and to indicate, where relevant, any actions aimed at resolving the reported anomalies.

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, attaching in this case the proxy and an identity document of the User;
  • the identification references of the journey made (entry station, exit station, date and time slot of passage, vehicle license plate) or a copy of the payment receipt and the IBAN in the case of toll reports;
  • the description of the inconsistency of the service detected with respect to one or more requirements defined by European, national, regulatory legislation or by the Service Charter.

If the response of the Concessionaire is not considered satisfactory, the system will allow further communications to be forwarded from the link at the bottom of the same ticket. Do not respond via the “reply” function by email.

The Company will provide 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, 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 (resolution 132/2024 ART).
    In the event of inadmissibility of the complaint or if the necessary checks require more time, the company will inform the User within the terms indicated above.

In order to determine the levels of satisfaction with the management process in the handling of complaints by Users who complain via the website/by e-mail, the company requires the completion of a satisfaction questionnaire, to be completed via a link sent together with the reply email.

In the event that the Company does not send any response to the complaints (received from 27 March 2025) within the terms indicated above or in the event of an unmotivated response to the complaints, 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 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 and in the event of no response.

Persons with Reduced Mobility (PMR), in the event of discrepancies between the information in the paragraph “PMR Accessibility” and the service actually found, are entitled to compensation equal to a fixed amount of 7.00 (seven/00) euros, payable upon presentation of a self-certification, the certificate of the relative transit and following an internal investigation. This request must be made using one of the two possible methods for submitting complaints. If the discrepancy is attributable to the failure to communicate by the managers of the services provided in the service areas (e.g. sub-concessionaires of service areas), the latter shall reimburse the concessionaires for the compensation paid.
The Company will be responsible for requesting the current account details from Users for the payment of the compensation via bank transfer which will be made within 15 working days.

Compensation is not due in cases where:

  • the complaint is not transmitted by the User with the methods and minimum elements indicated above;
  • the User has already been paid compensation in relation to a complaint of a similar nature concerning the same trip.

If the User does not receive a response to a complaint within the terms indicated above or if he/she considers the response received to be unsatisfactory, it is possible to submit a request for conciliation:

  • to the ART Conciliation Service
  • to the Conciliation Chambers established at the Chambers of Commerce, Industry, Crafts and Agriculture, if the memorandum of understanding between ART and Unioncamere has been stipulated
  • to the 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 as well as regarding the methods of managing any disputes, information will be provided to Users via notices available on the website www.autoviapadana.it

Finally, please note that:

  • if the complaint is rejected due to the Company’s competence, 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 dealer deemed competent, who will provide a response to the User pursuant to the aforementioned ART Resolution 132/2024;
  • in the event of complaints regarding the services provided in the service areas, 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 manager of such services deemed competent, who will provide a reasoned response to the User pursuant to the aforementioned ART Resolution 132/2024;
  • the Company ensures the reimbursement of tolls paid, by mistake, in an amount greater than due, following the verification of the validity of the request made by the User as indicated in the paragraph “Refunds”;
  • 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 complaints, the personal data communicated are processed in compliance with Regulation (EU) no. 679/2016 (so-called GDPR). Within the platform, from the Company’s website, the information regarding the processing of personal data is available to Users.

Last update: 16/10/2025
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