Refunds and Complaints

Who can request a refund?

The refund is available to private individuals, VAT-registered persons and companies paying with electronic toll devices, cards or cash, only for journeys with entry and exit toll stations located along the A15 Parma – La Spezia section with the extension to Sissa Trecasali, and excluding the La Spezia toll station (Sissa Trecasali, Parma Ovest, Fornovo Taro, Borgotaro, Berceto, Pontremoli, Aulla).
To obtain the refund, the User is required to provide an IBAN and other data.

You can request a refund in the event of roadworks

In the presence of roadworks you are entitled to a refund based on the length of your journey and any accumulated delay:

• Journeys up to 30 km: the refund always applies, regardless of the minutes of delay
• Journeys between 30 and 50 km: triggered only with a delay equal to or greater than 10 minutes
• Journeys over 50 km: triggered only with a delay equal to or greater than 15 minutes

The refund consists of two parts:

• Basic component: an amount calculated based on the characteristics of the roadworks encountered on the route
• Additional component for delay: an amount calculated based on any accumulated delay compared to the reference travel times

Further details

Presence of multiple roadworks with or without delay: you are entitled to the sum of the refunds calculated for each roadwork, including any additional amount for the delay, up to the limit of the toll amount paid.

You can request a refund in the event of blocked traffic

In the event of blocked traffic, you are instead entitled to a refund calculated on the toll for the affected section:

• Block between 60 and 119 minutes: refund of 50% of the toll
• Block between 120 and 179 minutes: refund of 75% of the toll
• Block of 180 minutes or more: refund of 100% of the toll

Further details:

• Presence of multiple blocked traffic events: you are entitled to the sum of the refunds calculated for each event, up to a maximum of 100% of the toll
• 60-minute threshold: you are entitled to a refund only for blocks lasting 60 minutes or more; those below this threshold are not counted, not even if added together they would exceed the limit

N.B. in the presence of roadworks and blocked traffic events: you are entitled to the highest refund among those accrued. The amounts relating to roadworks and blocked traffic events are not added together.

Register on the platform to request a refund

Find out the refund procedure according to the method used to pay the toll:

Electronic toll devices	Cash / Cards
–	Request the receipt at the exit toll station
Access the platform	Access the platform
Register or log in	Register or log in
Register your electronic toll device	Upload a scan of the receipt
Automatically receive notification of your right to a refund	Automatically receive notification of your right to a refund

For further information or assistance regarding refunds, you can call the toll-free number 803 333, active Monday to Friday from 9.00 a.m. to 5.00 p.m.

You can also submit a refund request by sending us a registered letter using this form.

For further details, see General terms and conditions, Privacy Notice of the Joint Data Controllers of the Platform and Privacy Notice of the Concessionaire.

The concessionaire attaches great value to the proposals, reports and complaints received, as they are significant indicators for identifying any critical issues and undertaking improvement actions.

Suggestions are understood as the proposals that the User, following their experience on the motorway, wishes to provide as an idea for improvement to the Concessionaire, which, following the necessary assessments, will provide feedback both in the event of acceptance and rejection, stating the reasons.

The User may also provide reports to the Concessionaire regarding the condition of the infrastructure or anything observed, visually or otherwise, during a transit.

Finally, the User may report to the Company, by submitting a complaint, any shortcomings perceived or encountered in the management of the motorway infrastructure, as well as any grievances and/or requests regarding the non-compliance of the service with one or more requirements defined by European or national legislation or by the Service Charter.

By way of example, complaints may concern communications relating to the quality of services, the safety of the infrastructure or of road traffic, the environment, PRM services, the maintenance and safety of the infrastructure and systems, roads and mobility, service and parking areas, the conduct of Salt staff, the management of emergencies and roadside assistance, etc.

The complaint may be submitted, in Italian or in English, through:

• the platform accessible via the dedicated blue button at the bottom of this page
• registered letter with return receipt, to be sent to the following address SALT Società Autostrada Ligure Toscana p.a. Via Camboara 26/A- 43015 Noceto (PR);

All fields must be correctly filled in to allow prompt traceability of cases, so as to facilitate a quick resolution and provide the best assistance.
The automated service will respond promptly, assigning an identification code to the complaint/report.
Salt is committed to providing timely and thorough responses and to indicating, where relevant, any actions aimed at resolving the reported anomalies.

Complaints, under penalty of inadmissibility, must include at least the following elements:

• the identification details of the User (name, surname, contact details) and of any representative, in which case attaching the proxy and an identity document of the User;
• the identification details of the journey made (entry point, exit point, date and time slot of transit, vehicle registration plate) and a copy of the toll payment receipt;
• a description of the non-compliance of the service identified with respect to one or more requirements defined by European, national or regulatory legislation or by 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 same ticket. Do not reply using the «reply» function via e-mail.

The Company provides a reasoned response:

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

In the event of inadmissibility of the complaint, or should the necessary checks require more time, the company will inform the User within the terms indicated above.

In order to determine satisfaction levels with the complaint handling process among Users submitting complaints via the website, the company requests the completion of a satisfaction questionnaire, to be filled in via a link sent in the days following the reply e-mail.

If the Company does not send any response to complaints within the terms indicated above, or in the event of an unreasoned response, the User is entitled to compensation equal to:

• a) 30% 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 between the thirty-first and the 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 sixtieth day or in the event of no response.

Persons with Reduced Mobility (PRM), in the event of a discrepancy between the information provided in the “PRM Accessibility” section of the website and the actual conditions of accessibility and usability of the services offered in parking or service areas, are entitled to the compensation indicated in the Service Charter, which can be downloaded from this website at https://www.salt.it/carta-dei-servizi/

This request must be made using one of the two available methods for submitting complaints. Where the discrepancy is attributable to a failure to communicate by the operators of the services provided in service areas (e.g. service area sub-concessionaires), the latter shall reimburse the concessionaires for the compensation paid.

It will be the Company’s responsibility to request Users’ bank account details for the payment of the compensation by bank transfer, which will be made within 30 working days.

If the User does not receive a response to a complaint within the terms indicated above, or considers the response received unsatisfactory, a conciliation request may be submitted:

• to the ART Conciliation Service;
• to the Conciliation Chambers established at the Chambers of Commerce, Industry, Crafts and Agriculture, where the memorandum of understanding between ART and Unioncamere has been signed;
• to ADR (Alternative Dispute Resolution) bodies, including the joint negotiation bodies registered in the list referred to in art. 141-decies, paragraph 1 of the Consumer Code.

Finally, please note that:

• if the complaint is rejected by the Company on grounds of competence, the Company will forward the complaint, promptly and in any case within 30 days of receipt, simultaneously informing the User, to the concessionaire deemed competent, which will provide a response to the User pursuant to the aforementioned ART Resolution 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 30 days of receipt, simultaneously informing the User, to the operator of such services deemed competent, which will provide a reasoned response to the User pursuant to the aforementioned ART Resolution 132/2024.
• the Company ensures the refund of tolls paid, in error, in excess of the amount due, following verification 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 Regulation Authority (ART) regarding compliance with quality and tariff levels.

With regard to complaints, the personal data provided is processed in compliance with privacy legislation. The full privacy notice, with the relevant purposes of personal data processing, is available on the website.

Please note that the platform cannot be used to submit refund requests pursuant to ART Resolutions no. 132/2024 and 211/2025.

If you have suffered damage on the A15 Parma – La Spezia motorway section with the extension to Sissa Trecasali, and you believe SALT may be liable, you can send a damage compensation request via:

• PEC (certified e-mail) to the following address salt@legalmail.it;
• e-mail salt@salt.it;
• by post to the address: SALT p.A. – Ufficio Assicurazioni e Sinistri, Via Camboara n.26/A, fraz. Ponte Taro, 43015 Noceto (PR).

For further information, please consult the Service Charter.

The Company ensures the reimbursement of tolls paid by mistake in excess of the due amount, following the verified validity of the request made by the User as indicated in the Service Charter.

THIS AREA CANNOT BE USED TO REQUEST REIMBURSEMENTS FOR THE PRESENCE OF ROADWORKS OR TRAFFIC JAMS. IN THESE CASES, GO TO the link https://www.salt.it/en/refunds-and-complaints/#rimborsi-01 “Refunds Section”.

The complaint regarding Toll Issues can be submitted, in Italian or English, through:

• the platform accessible via the dedicated blue button at the bottom of this page
• registered mail with return receipt, to be sent to the following address SALT Società Autostrada Ligure Toscana p.a.
  Via Camboara 26/A- 43015 Noceto (PR);

All fields must be correctly filled in to allow the prompt traceability of the files in order to facilitate a quick resolution and provide the best assistance.

The automated service will respond shortly by assigning an identification code to the complaint/report.

Salt is committed to providing prompt and comprehensive responses as well as indicating, where relevant, any actions aimed at resolving the reported anomalies:

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

For issues related to toll payment, such as:

• incorrect vehicle classification
• incorrect or missing change
• payment anomalies with automatic payment machines
• anomalies related to the electronic toll device