Customer service

Commercial support

The increase in automatic toll collection systems, the widespread use of electronic payment tools and the many different needs of customers using the motorway require a suitable network of commercial support services.

Service centre

Service centres are the preferred point of contact with the motorway management company, helping to meet customers’ specific requirements.

The Company currently has 5 Service Centres situated at the motorway exits of Desenzano, Verona Sud, Vicenza Ovest, Padova Ovest and Thiene.

These centres provide customers with commercial, traffic and tourist information.

To find out the opening times and telephone numbers of the Service Centres and of the Central Organisational Unit for the Service Centres. In particular, the following activities can be carried out at our Service Centres:

  • Activating deferred payment systems;
  • Managing the missing payment statements issued by manual lanes (with toll charger) and automatic lanes at the exits on our stretch of motorway;
  • Requesting the reimbursement of any toll that was incorrectly charged by one of our operators (after providing a proven explanation);
  • Payments with debit/credit cards;
  • Requesting toll invoices relating to our Company by filling out the forms provided.
Support 24 hours a day, 7 days a week

In order to provide better support services to those travelling on our motorway, the call centre for the Brescia Verona Vicenza Padova Motorway is open 24 hours a day, 7 days a week.

Our operators are on hand to provide you with traffic information, first aid, help with mechanical problems and forecasts on traffic and weather conditions. Simply call one of the following numbers:

Customer support 
Call the freephone number
800 012812
Traffic Operations Centre
Call
045 8672200*
045 8672201*
*This service is available 24 hours a day, 7 days a week 
Traffic information and weather
Call"Viaggiando"
800 996099*
*This service is available 24 hours a day, 7 days a week 
Customer Satisfaction

Today, it is of fundamental importance for us to get a better understanding of customer requirements, offering a service that is increasingly in line with real market expectations. It is important to pay close attention to the feedback provided in customer satisfaction surveys, using this as a basis to continuously improve our range of services If you would like to take part in the survey, please take a few moments to fill out the attached questionnaire, thereby supporting our commitment to improving everyone’s motorway experience.

 

Complete the survey

Service Charter

The Service Charter is provided in compliance with the Concession Agreement, the specific Directive issued by the (Italian) Ministry of Infrastructure and Transport (no. 102/09) and the Operating Instructions issued by the Directorate-General for Supervision of motorway concessionaires (“Direzione Generale per la Vigilanza sulle concessionarie autostradali “ - “DGVCA”), dated 29th January 2010. This charter summarises the principles followed by the Company, infrastructure plans, aspects of the service provided and quality indicators, together with the results promised and achieved and the measures implemented to protect customers. The Service Charter is therefore used as a tool to share information and to communicate with customers, in the firm belief that this can also improve company efficiency.

 

Service Charter

Suggestions or complaints

The Company Autostrada Brescia Verona Vicenza Padova S.p.A. describes the services provided to its customers in its “Motorway Service Charter”. A copy of this charter can be requested from the company’s offices, Service Centres or tollbooths, or can be directly downloaded from the website.

The Company wishes to improve the quality of its services in order to boost the satisfaction of its customers, as well as that of Public Bodies and Institutions.

Any complaints, comments and suggestions are carefully assessed in order to raise company standards with reference to quality, safety and the environment.

“Complaint” refers to when a customer or intermediary notifies the Company in writing  that their expectations were not met regarding one or more aspects of the motorway service.

Complaints or suggestions may be sent in different ways: fax, e-mail (please see Useful numbers) or by using the dedicated form.

Any complaints/suggestions received are managed through a certified in-house procedure which involves:

  • registration;
  • forwarding to the company department responsible;
  • analysis of the complaint/suggestion and sending an initial and/or exhaustive reply to the sender;
  • implementation of any corrective and/or preventive measures and assessing their effectiveness.

Similarly, you can also send us requests for traffic information regarding the stretch of motorway under our responsibility. Our dedicated departments will reply to these requests as soon as possible.
 

Insurance coverage

The Company has a “civil liability” insurance policy that compensates motorway users for any damages for which there is unequivocal proof that the Company is responsible.

The motorway concessionaire only pays compensation if it is proven that they are responsible for the damages as part of their management of the stretch of motorway. The event leading to the damage must therefore be the result of negligence or behaviour representing a direct and unequivocal cause.

In fact, many legal proceedings have judged that management companies are not liable for damages when the latter were not caused by structural, maintenance or management shortcomings.

As a result, the Concessionaire is not liable to compensate users for damages if the normal service offered to them is jeopardised by third parties or events that are not attributable to the Management company and that may represent a direct cause for the damage in question.

In light of the above, if a user believes that damages have clearly been caused by the Concessionaire, then they may send a compensation request, providing the relative proof, for any events that occur on the following stretches of motorway and relative jurisdictions:

  • A/4 Motorway including the Brescia Ovest and Padova Est exits, and more precisely from the kilometre reference no. 217+700 to 363+723;
  • A/31 Valdastico Motorway;
  • Ring roads of reference:

Brescia:

  • Variante di Lonato (“Lonato alternative route”)
  • Brescia Est external interchange Verona:
  • South Ring Road
  • East Ring Road
  • Porcilana Interchange and Motorway Link Road 

Vicenza:

  • South Ring Road Padua
  • North Ring Road
  • Limena Ring Road.

Compensation requests must be clear and legible and must contain a detailed description of the incident, the place or kilometre of reference, the motorway direction, the date and time, the address, the claimant’s identification data, the vehicle model and number plate and the cost of the repair.

The estimate of the cost or the relative invoice must be attached to the request and it must be specified whether the incident happened at the same time as roadworks along the stretch of motorway in question and whether Motorway Traffic Control Officers and/or Traffic Police were involved.

To this end, the user may request the “Road accident report form” which may have been filled out by the Traffic Control Officers of the BS-PD Motorway who intervened where the accident happened. This can be requested using the form available from the link below:

Form to request the Road accident report form

Please note that Autostrada BS-VR-VI-PD S.p.A., as the Motorway Concessionaire, operates with the utmost care and attention, guaranteeing the complete safety of the motorway infrastructure through continuous maintenance work and checks in order to offer motorway users increasingly efficient and advanced services, also in terms of the technology used.