SUBMIT A COMPLAINT

How to submit a complaint

Customers can submit complaints related to the services provided by the Company or to any deficiencies in the management of the road infrastructure to Autostrada Brescia Verona Vicenza Padova S.p.A. through the following channels:

  • Online form, available on this page.
  • Regular mail, at the address: Via Flavio Gioia, 71 - 37135 Verona.
  • Email at autobspd@autobspd.it.

Complaints can be submitted in either Italian or English and must include at least:

  • Traveler details: name, surname, contact information, and, if submitted by a representative, a delegation with a valid ID.
  • Travel details: entry and exit points, date and time of transit, vehicle license plate or a copy of the toll payment receipt.
  • Description of the issue: indication of discrepancies with regulatory requirements (European, national, or regulatory) or the Service Charter.

The Company is committed to providing a response as soon as possible: within 10 working days for complaints submitted by email or through the online form, and within 15 working days for complaints submitted via regular mail.

Complaint
Please fill out the appropriate form to submit a complaint report regarding the motorway service.
Read the instructions regarding the complaint procedures at the following link. Please ensure that you provide all information regarding the reason for the complaint, personal data and travel data necessary for the correct handling of the request.
Complaints
Trip Details
Personal Details
Authorizing party's details (the person who granted the authorization)
Text to Identify Refresh CAPTCHA
APPLICABLE COMPENSATIONS

If the complaint does not receive a response within the specified time frame or if the response is inadequately justified, the customer is entitled to compensation, which will be calculated based on the tolls paid for the route:

  • 30% if the response is provided between the 31st and 60th day from the receipt of the complaint.
  • 50% if the response is provided after the 60th day or in case of no response.

Compensation is not due if the complaint is not submitted correctly, i.e., if one of the essential elements listed above is missing, or if compensation has already been provided for the same journey.

The compensation amounts will be paid through traceable methods and within a reasonable time frame.

REMEDIES IN CASE OF NO RESPONSE OR UNSATISFACTORY RESPONSE

If the customer does not receive a response or considers the reply inadequate, they can activate the following remedies:

 

Non-judicial:

  • Send a new communication to the Company with further observations.
  • File a complaint, request, or report to the Transport Regulation Authority (ART) regarding the compliance with quality and tariff levels.
  • Initiate voluntary mediation with an ADR (Alternative Dispute Resolution) body registered with the Ministry of Justice's Register.

 

Judicial:

  • Appeal to the competent judicial authorities (Justice of the Peace or Civil Court).