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.
The Company currently has four Service Centres situated at the motorway exits of Desenzano, Verona Sud, Vicenza Ovest and Thiene (we inform you that the latter one is temporarily closed for renovations, please call 0458272250 for more information). These centres are the preferred point of contact with the motorway management company, helping to meet customers’ specific requirements providing commercial, traffic and tourist information.
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.
Service centres are available at 0458272250 from Monday to Friday from 8:30 - 12:30 AM and from 1:30 - 5:30 PM.
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:
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.
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.
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:
- 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.
Claim for damages suffered by users while traveling on the motorway, or the routes under concession of Autostrada BS-VR-VI-PD SpA, allegedly attributable to the latter's responsibility, may be sent by registered mail or Pec at the following addresses:
- Autostrada BS-VR-VI-PD S.p.A. – via Flavio Gioia n. 71 - 37135 Verona;