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Conciliation procedure / Frequently Asked Questions

Frequently Asked Questions

1 - What is the conciliation procedure?

2 - To which highway stretches does the conciliation procedure managed by Autostrade per l'Italia apply?

3 - What disputes are covered by conciliation?

4 - How do I access conciliation?

5 - Where do I send my conciliation application?

6 - Where can I find the conciliation form?

7 - Which Consumer Associations are affiliated?

8 - How does the conciliation procedure work?

9 - How long does it take to settle a conciliation application?

10 - What costs do customers incur for conciliation?

11 - Is it is possible to access conciliation in the case of telephone complaints?

12 - Who can I contact for more information?

 

 

Answers
 

1 - What is the conciliation procedure?

It is an opportunity for highway services users, represented by consumer associations, to reach out-of-court settlement for certain types of disputes with the competent highway companies.

2 - To which highway stretches does the conciliation procedure managed by Autostrade per l'Italia apply?

The joint conciliation procedure applies to all stretches managed by Autostrade per l'Italia. As of 01/01/2012, the conciliation procedure also applies to stretches managed by the following companies: RAV, Torino Savona, Tangenziale di Napoli and Telepass S.p.A.

3 - What disputes are covered by conciliation?

SYou can only access conciliation for certain types of disputes. Disputes concerning personal injury or damage are excluded.

4 - How do I access conciliation?

In order to access the conciliation procedure you must first have made a complaint or submitted a claim for damages to the offices of Autostrade per l'Italia and received an unsatisfactory response. Conciliation requests can only be submitted by filling out the appropriate form while indicating the grounds for the type of dispute and attaching a copy of the original complaint and of the relevant response. The application can only be made without attaching the response if you have not received a response from Autostrade per l'Italia within the timeframe set out in the Charter of Services.
(*)Conciliation can be accessed if the subject of the complaint or request for compensation falls under one of the types of disputes covered by the conciliation procedure.

(*)An average response time of 60 days applies to the types of disputes relating to claims for damages (pursuant to paragraphs 1, 2, 3 and 4).

5 - Where do I send my conciliation application?

The conciliation application form can be submitted through:

6 - Dove è possibile trovare il modulo di conciliazione?

Il modulo è scaricabile direttamente dal sito www.autostrade.it oppure dai siti internet delle Associazioni dei Consumatori aderenti sarà inoltre distribuito presso tutti i Punto Blu di Autostrade per l'Italia e presso le sedi territoriali delle Associazioni dei Consumatori.

7 - Which Consumer Associations are affiliated?

Adoc Via Tor Fiorenza, 35 - 00199 Roma
tel. 06/86398975 - fax 06/86329611
www.adoc.org - info@adoc.org
Codacons Viale Mazzini, 73 - 00195 Roma
tel. 06/3725809 - fax 06/3701709
www.codacons.it - ulncod@tiscali.it
FederConsumatori Via Palestro,11 - 00185 Roma
tel. 06/42020755 - fax 06/47424809
www.federconsumatori.it - federconsumatori@federconsumatori.it
Adusbef Via Farini, 62 - 00185 Roma
Tel. 06.4818632 - Fax 06.4818633
www.adusbef.it - info@adusbef.it
ADICONSUM Viale degli Ammiragli, 91 - 00136 Roma
Tel. 06.4417021 - Fax 06.44170230
www.adiconsum.it

8 - How does the conciliation procedure work?

Conciliation attempts are carried out by a Joint Conciliation Commission, consisting of a customer representative specified by affiliated Consumer Associations and a representative appointed by Autostrade per l'Italia ("Conciliators").
The procedure, which shall in any case have a duration of no more than 120 days, provides for a first meeting of Conciliators, to take place within 30 days of the date of receipt of the conciliation application. The attempt at conciliation may also take place by conference call, video conferencing, e-mail or fax. Customers can attend conciliation attempts providing they explicitly state their desire to attend in the application form. The Conciliator indicated by the Consumer Association must promptly notify customers of the proposed conciliation attempt and the relative content of any agreement. The procedure concludes when the customer signs the Successful Conciliation Report - which shall have the effect of a settlement agreement within the meaning of art.1965 of the Italian Civil Code - or with a Failed Conciliation Report, if the Commission is unable to identify a solution hypothesis/proposal, i.e. if the solution hypothesis/proposal put forward by the Commission is rejected by the customer,

9 - - How long does it take to settle a conciliation application?

If the access requirements are met, the procedure concludes no later than 120 days from the date of receipt of the application.

10 - What costs do customers incur for conciliation?

Access to the conciliation procedure is completely free of charge

11 - Is it is possible to access conciliation in the case of telephone complaints?

No, a written complaint must have been sent to the competent highway company by e-mail, letter or fax.

12 - Who can I contact for more information?

You can send an e-mail to conciliazione@autostrade.it or contact affiliated Consumer Associations