Suggestions / Complaints

For information on the Free Flow system and problems with the toll, the user may write to pedaggi@asticuneo.it or contact the staff at the contact details on https://www.asticuneo.it/en/free-flow-contacts/.

The user may also represent to the Company, through the submission of a complaint, any perceived or encountered deficiencies in the management of the road infrastructure as well as any grievances and/or requests concerning the inconsistency of the service with one or more requirements defined by European or national regulations, or by ART Resolution no. 132/2024 or by the Service Charter.

The complaint must be submitted, in Italian or in English

• by e-mail to be sent to A33reclamiutenti@asticuneo.it;
• by registered mail with return receipt, to be sent to the following address Asti Cuneo S.p.A., Complaints Office, Via Bonzanigo no. 22 Turin.

The complaint, under penalty of inadmissibility, must contain at least the following elements:

• identification references of the user (name, surname, address) and of the representative, if any, attaching in this case the proxy and an identity document of the user;
• identification references of the journey made (point of entry, point of exit, date and time slot of passage, vehicle registration number) and a copy of the toll payment receipt;
• a description of the inconsistency of the service detected with respect to one or more requirements defined by European, national or regulatory law or by the Service Charter.

The Company shall provide a reasoned response to complaints within 30 calendar days, starting (i) from the date of receipt of the complaint for those received by registered mail and (ii) from the day it is sent for those received by e-mail at A33reclamiutenti@asticuneo.it.

In the event that the Company does not send a response to the complaints within the aforementioned terms or in the event of a response to the complaints that is not motivated, the user is automatically entitled to compensation equal to:

• a) 30% of the sum of the tolls paid by the user for the journey, possibly repeated, to which the complaint refers in the case of a reply given between the 31st and the 60th 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 claim refers in the case of a reply given after the sixtieth day and in the case of failure to reply.

The aforementioned compensation is not due in cases in which:

• the claim is not forwarded by the user in the manner and with the minimum elements described above;
• the user has already been paid compensation for a similar claim concerning the same journey.

If the user does not receive a reply to a complaint within the terms indicated above, or if he/she considers the reply received unsatisfactory, he/she may file a petition for conciliation

• to the ART Conciliation Service;
• to the Conciliation Chambers established at the Chambers of Commerce, Industry, Handicrafts 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 pursuant to art. 141-decies, paragraph 1 of the Consumer Code.

Finally, we inform you that:

• if the complaint is rejected on grounds of competence by the Company, the latter 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 reply to the user in accordance with the aforementioned Resolution ART 132/2024;
• the Company guarantees the reimbursement of tolls paid, by mistake, in excess of the amount due, following the ascertainment of the validity of the request made by the user as indicated in the Service Charter;
• the user has the right to submit a complaint, request, or report to the Transport Regulatory Authority regarding compliance with quality and tariff levels.

If, on the other hand, the user wishes to provide only suggestions or indications on the service offered, he may send an e-mail to info@asticuneo.it or contact the Esazione staff by filling out the ‘User Communication’ form.

The personal data communicated are processed in compliance with privacy regulations. The complete information sheet with the purpose of processing personal data is available on the site.