Suggestions / Complaints

The Concessionaire attaches great value to proposals, reports and complaints received as significant indicators for identifying any critical issues and taking improvement actions.

Proposals are understood to be the suggestions that the User, following his/her experience on the motorway, wishes to provide as a cue for improvement to the Concessionaire, who, following the necessary evaluations, will provide feedback in the event of either acceptance or rejection, stating the reasons for the latter.

Reports are understood to mean the information that the User wishes to provide to the Concessionaire regarding issues concerning tolls, non-payment, the state of the infrastructure or what may or may not be detected visually during a transit.

Finally, the User may communicate to the Company, through the submission of a complaint, any perceived or detected deficiencies in the management of the motorway 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 may be submitted, in Italian or in English, through:

• The website in the ‘Services’ section at https://www.SALT.it/suggerimenti-reclami/ (platform accessible from the blue button at the bottom of this page)
• Registered mail A/R, to be sent to the following address SALT Società Autostrada Ligure Toscana p.a. Via Camboara 26/A- 43015 Noceto (PR);

Procedure for submitting and handling complaints

The quickest and most effective way of communicating proposals, reports and complaints is to fill in the online form accessible from the ‘Complaints and reports’ button, which speeds up the response time.

Procedure for filling in the online form accessible from the ‘Complaints and reports’ button below

After clicking on the ‘Complaints and Reports’ button, two possible paths will appear:

• Complaints: to submit reports of anomalies related to the quality of services, safety of infrastructure or road traffic, the environment (for example: PMR compensation, maintenance and safety of infrastructure and facilities, traffic and mobility, service and parking areas, behaviour of Salt personnel, emergency management and mechanical rescue, etc.). This selection is also valid for submitting proposals.
• Toll File Reporting: for submitting reports of anomalies related to toll collection via cash, cards, Electronic Toll Collection Devices (e.g.: incorrect toll charge, RMPP Non-Payment Reports incorrect change, invoicing, etc.).

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

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

Salt undertakes to provide prompt and exhaustive replies and to indicate, where relevant, any actions to resolve the anomalies reported.

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

• the 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;
• the identification references of the journey made (entry station, exit station, date and time of passage, vehicle registration number) and a copy of the payment receipt and IBAN in the case of toll notices;
• the 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.

Should the dealer’s reply be deemed unsatisfactory, the system will allow further communication from the link at the bottom of the same ticket. Do not reply via the ‘reply’ e-mail function.

The Company shall provide a reasoned reply:

• 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 MIT and in any case no later than 30 days (Resolution 132/2024 ART).

Should the complaint be inadmissible or should the necessary verifications take longer, the company will inform the User within the aforementioned time limits.

With a view to determining the levels of satisfaction of the complaint handling process by Users complaining via the website/via e-mail, the Company requests the completion of a satisfaction questionnaire, to be filled in via a link sent with the reply e-mail.

In the event that the Company does not send any response to the complaints (received after 27 March 2025) within the aforementioned deadlines or in the event of an unjustified response to the complaints, the User is automatically entitled to compensation amounting to:

• (a) 30% of the sum of the tolls paid by the User for the route, possibly repeated, to which the complaint relates in the case 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 case of a reply given after the sixtieth day and in the case of no reply.

Persons with Reduced Mobility (PRM), in the event of discrepancies in the information referred to in the paragraph ‘PRM accessibility’ with respect to the service actually encountered, are entitled to compensation equal to a fixed fee of 7.00 (seven/00) euros, payable upon presentation of self-certification, the certificate of the relevant transit and following an internal investigation. This request must be made using one of the two possible methods for submitting claims. If the discrepancy is attributable to the lack of communication on the part of the managers of the services provided in the service appurtenances (e.g. service area sub-concessionaires), the latter shall reimburse the concessionaires the compensation paid.

It shall be the Company’s responsibility to ask the Users for their current account details in order to pay the indemnity by bank transfer, which shall be made within 15 working days.

The indemnity 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 trip.

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, a conciliation petition may be filed

• to the ART Conciliation Service;
• to the Conciliation Chambers established at the Chambers of Commerce, Industry, Handicrafts and Agriculture, if a memorandum of understanding between ART and Unioncamere has been stipulated;
• to ADR entities, including the joint negotiation entities registered in the list pursuant to art. 141-decies, paragraph 1 of the Consumer Code.

In the event of updates to the procedure for the forwarding of complaints as well as regarding the methods for the management of eventual disputes, information will be provided to Users by means of notices available on the site www.salt.it

Finally, please note that

• if the complaint is rejected on grounds of competence by the Company, the Company shall forward the complaint, promptly and in any case within thirty days of receipt, simultaneously informing the User, to the concessionaire deemed competent, who shall provide a response to the User in accordance with the aforementioned Resolution ART 132/2024;
• in the case of complaints regarding the services provided in the service areas, the Company will forward the complaint promptly and in any case within thirty days of receipt, informing the User at the same time, to the operator of such services deemed competent, who will provide a reasoned reply to the User pursuant to the aforementioned Resolution ART 132/2024
• the Company shall ensure 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 paragraph ‘Reimbursements’
• the user has the right to submit a complaint, request, or report to the Transport Regulatory Authority regarding compliance with quality and tariff levels.

For claims, the personal data communicated are processed in compliance with Regulation (EU) No. 679/2016 (so-called GDPR). Within the platform, on the Company’s website, the information concerning the processing of personal data is available to Users.