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.

For complaints and reports regarding toll practices on the Free Flow system and issues with traditional motorway tolls, such as anomalies related to toll collection via cash, cards, or electronic toll collection devices (for example: incorrect toll charges, incorrect RMPP non-payment reports, change, billing, etc.), users can write to pedaggi@autoviapadana.it or contact staff at the addresses listed on https://www.autoviapadana.it/en/free-flow-contacts/.

For complaints and reports of anomalies related to service quality, infrastructure or road safety, the environment (for example: PMR compensation, maintenance and safety of infrastructure and facilities, traffic and mobility, service and parking areas, behavior of Autovia Padana staff, emergency and mechanical assistance management, etc.), the platform is available at the following link:

Complaints and reports can always be sent by registered mail with return receipt to Autovia Padana S.p.A. – Customer Relations Office – San Felice – 26100 Cremona (CR).
Complaints must include at least the following information, otherwise they will be deemed inadmissible:

• the identification details of the User (first name, last name, address) and any representative, attaching in this case the power of attorney and an identity document of the User;
• the identification details of the journey made (entry station, exit station, date and time of passage, vehicle registration number) or a copy of the payment receipt and IBAN in the case of toll reports;
• a description of the inconsistency of the service detected with respect to one or more requirements defined by European, national, regulatory legislation or 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 ticket. Do not reply using the “reply” function via email.
The Company will provide a reasoned response:

• complaints received by registered mail within 30 calendar days of the date of receipt of the complaint;
• complaints received via the web platform or by email, within 10 working days of the date of submission in at least 85% of cases, in accordance with the quality indicator defined by the MIT and in any case no later than 30 days (Resolution 132/2024 ART).

If the complaint is inadmissible or if the necessary checks require more time, the company will inform the User within the above-mentioned deadlines.
In order to determine the levels of satisfaction with the process of handling complaints by Users via the website/email, the company requests that a satisfaction questionnaire be completed, which can be accessed via a link sent together with the response email.
If the Company does not respond to complaints (received from March 27, 2025) within the above-mentioned time limits or if the response to complaints is not justified, the User is automatically entitled to compensation equal to:

• a) 30% of the total 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 60th day and in the event of no response.

Persons with reduced mobility (PRM), in the event of a discrepancy between the information referred to in the paragraph “PRM Accessibility” and the service actually encountered, are entitled to compensation equal to a fixed amount of €7.00 (seven/00), payable upon presentation of a self-certification, the relevant transit certificate, 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 a failure to communicate on the part of the operators 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 Users’ bank account details for the purpose of paying the compensation by bank transfer, which will be made within 15 working days.
Compensation is not due in cases where:

• the complaint is not submitted by the User in accordance with the above procedures and minimum requirements;
• the User has already received compensation in relation to a similar complaint concerning the same trip.

If the User does not receive a response to a complaint within the terms indicated above or if they consider 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 a memorandum of understanding has been signed between ART and Unioncamere
• to ADR bodies, including joint negotiation bodies registered in the list referred to in Article 141-decies, paragraph 1 of the Consumer Code.

In the event of updates to the complaint submission procedure and the methods of handling 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 by the Company on grounds of jurisdiction, 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 concessionaire deemed competent, who will provide a response to the User in accordance with the aforementioned Resolution ART 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, 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 guarantees the reimbursement of tolls paid in error in excess of the amount 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 provided is processed in accordance with Regulation (EU) No. 679/2016 (GDPR). Information regarding the processing of personal data is available to Users on the Company’s website within the platform.