CAV S.p.A. welcomes complaints and suggestions from users, as indicators of the perception of the quality of the service provided; these forms of direct communication guarantee the acquisition of useful information, also to identify any issues and initiate improvement actions.

Complaints and suggestions may be sent:

• by mail (ordinary or registered), to the address of Concessioni Autostradali Venete - CAV S.p.A., Via Bottenigo n. 64/A - 30175 Venezia-Marghera (VE), Italy
• via e-mail, at: [email protected]
• via certified e-mail address (PEC), at: [email protected]

In the section of the website www.cavspa.it titled 'Services - Forms', you can download the form to submit complaints or suggestions.
Complaints and suggestions can be sent in Italian and English; the user will receive a reply in the language used.

Minimum elements for dealing with the complaint

In accordance with the industry regulations in force, only complaints with the following minimum elements will be examined:

1. the user's identification details (name, surname, contact details) and of the representative, if any, enclosing the proxy and an identity document of the user
2. the identification references of the transits made or scheduled (entrance station, exit station, date and time of passage, vehicle number plate) or a copy of the toll payment receipt
3. the description of the inconsistency of the service detected regarding one or more requirements defined by European, national or regulatory law or by the Service Charter.

In the event of complaints lacking one of the above-mentioned elements, CAV S.p.A. will inform the user that the complaint is inadmissible and that it can be resubmitted in full.

Response time

CAV S.p.A. guarantees that the user will receive a response to the complaint as soon as possible. This will in any case occur within the timeframe established by the industry regulations in force.
Please note that for the purposes of the time limit for responding to the complaint:

• if the complaint is submitted by e-mail, certified e-mail address (PEC), or via website, the complaint shall be considered sent and received on the day it has been sent
• if the complaint is submitted by registered mail, the complaint shall be deemed to have been sent on the day it has been sent and shall be deemed to have been received on the day it has been delivered to CAV S.p.A.
• if the complaint is submitted by ordinary mail, the complaint shall be deemed to have been sent on the day it has been sent and shall be deemed to have been received on the day it has been registered by CAV S.p.A. in its systems, which must be done promptly and in any case within five days of delivery.

The payment of any compensation shall be made by bank transfer, to the bank details indicated by the user in their request.

Remedies that can be activated in the event of no response to the complaint or a response deemed unsatisfactory

In the event of failure to reply to the complaint within the terms provided for by the industry regulations in force, or if the reply is not motivated, the user has the right to receive automatic compensation commensurate, also in the case of a subscription, to the sum of the tolls paid by the user for the route, including repeated routes, to which the complaint refers, in an amount not less than:

1. 30% in the case of a reply given between the 31st and 60th day after receipt of the complaint
2. 50% in the case of a reply given after the 60th day and in the case of failure to reply.

As established by the industry regulations in force, no compensation shall be due to the user in the following cases:

1. if the complaint is not transmitted by the user in the manner and with the minimum elements required
2. if the user has already been paid compensation for a similar complaint concerning the same journey.

CAV S.p.A. undertakes to handle all complaints received in a timely manner, by verifying the minimum elements necessary for the payment of any compensation, in accordance with the industry regulations in force, and ensuring that the payment is made within a reasonable timeframe.

In the event of a failure to respond to a duly filed complaint or of a response deemed unsatisfactory, the user may initiate a procedure for the non-judicial settlement of disputes, in accordance with industry regulations in force; furthermore, the user has the right to submit complaints, petitions or reports to the Transport Regulatory Authority (TRA) regarding compliance with quality and rate levels.

For further information, please consult the TRA institutional website at the following address: www.autorita-trasporti.it