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Send a complaint

If you have made a journey on the network operated by Autostrade per l'Italia and wish to submit a complaint, please enter the following mandatory data:

  • Identification details of the user (name, surname, address) and of any attorney, attaching in this case the proxy and an identity document of the user;
  • References of the journey made (point of entry, point of exit, date and time of passage, vehicle registration number);
  • Copy of the toll payment receipt or number of the electronic toll device where the transit was carried out;
  • Description of the detected disservice.
Scrivici tramite webform

If you are not satisfied with our services, please fill in the dedicated web form with all required data, and we will get back to you as quickly as possible.

Go to the webform

Only for events relating to material damage suffered by vehicles in which the motorway infrastructure was involved (‘accidents’), the claim must be sent exclusively by registered mail to the address autostradeperlitalia@pec.autostrade.it.

Here are some examples:

Damage to vehicles caused by:

  • Collision against the toll track barrier;
  • Collision against the toll track barrier;
  • Pothole or rutty motorway surface;
  • Falling objects detached from motorway structures;
  • Collision with animals or objects not removed from the motorway network in a timely manner.

For all kinds of complaint, a registered letter can be sent to the address: Via A. Bergamini 50 -00159- Rome - indicating on the envelope: «Oggetto: RECLAMO».

All the mandatory data listed above are required to file a complaints.

Compensation

In the event of failure to reply to the complaint, or of a late or unjustified reply, the Customer shall be entitled to receive automatic compensation, commensurate with the sum of the tolls paid to the Concessionaire, in the amount of:

  1. 30%, for replies provided between 31 and 60 days after the complaint has been received;
  2. 50% for replies provided after 61 days, and for no-reply situations.

Compensation is not due in the following cases:

  1. The complaint has not been submitted by the Customer in the manner and with the minimum elements required;
  2. The Customer has already received compensation for a similar complaint concerning the same journey;

  3. The toll was not duly paid.

Compensation shall be credited directly to the IBAN provided by the Customer.

For compensation dedicated to persons with disabilities and reduced mobility click on the button Compensation PMR