COMPLAINTS, REPORTS AND SUGGESTIONS
Complaints: opportunities for improvement
SPN attaches great importance to complaints, reports and suggestions as significant indicators for identifying critical issues, taking corrective action, improving processes to remove the causes of complaints, implementing improvement projects and regaining the trust of dissatisfied customers.
We are committed to:
- Respond to all communications within 10 working days in 85% of cases;
- For certain types of complaints, inform customers not only of the resolution of the issues reported, but also of the corrective measures and actions taken to improve service quality.
- Inform customers (toll booths, service areas, website, etc.) about the possibility of making a complaint and how to submit it.
Customers who wish to submit a complaint may:
- Send an e-mail to the dedicated address: customercare@salernopompeinapolispa.it;
- By registered post addressed to SPN S.p.A. – Direzione operativa A3 – Via G. Porzio, 4 – Centro Direzionale Isola A/7 – 80143 Naples;
The use of the email address by the Customer allows SPN to speed up response times to complaints.
For all other communications other than complaints, such as requests for information or assistance, the Customer may write to info@salernopompeinapolispa.it
Refunds in the event of incorrect toll payment
In cases where a toll higher than the amount due has been paid, SPN, after verifying the validity of the documents received and following the appropriate checks, will refund the excess amount directly to the bank account provided by the customer.
To request a refund, please send an email to: customercare@salernopompeinapolispa.it
Request information: Submit a report or complaint
If you have travelled on the network managed by SPN S.p.A. and wish to make a complaint, you must provide the following mandatory information:
- a) User identification details (first name, last name, contact details) and those of any legal representative in the case of a company, attaching in this case the power of attorney and an identity document of the delegating party;
- b) Details identifying the journey made or planned (point of entry, point of exit, date and/or time slot of passage, vehicle registration number);
- c) Copy of the toll payment receipt or the number of the electronic toll collection device used for the journey;
- d) Description of the disruption detected.
In the event of complaints lacking one of the elements referred to in the previous points, SPN will notify the user of the inadmissibility of the complaint and the possibility of resubmitting it complete with all the essential references for its assessment.
Please note that for the purposes of the deadline for providing a response:
- a) if the complaint is submitted by e-mail, it shall be deemed to have been sent and received on the day it was sent;
- b) if the complaint is submitted by registered post to a physical address, the complaint shall be deemed to have been sent on the day of dispatch and received on the day of delivery;
- c) if the complaint is submitted by ordinary post, it shall be deemed to have been sent on the day of dispatch and received on the day it is registered in our system, which shall take place promptly and in any case within five days of delivery.
The Company will provide a reasoned response within 30 days from the date of receipt of the complaint for those received by registered mail and from the date of dispatch for those received by email or sent using the form.
If the Company does not respond to complaints within the above-mentioned time limits, the user is entitled to compensation equal to:
- a) 30% of the total tolls paid by the user for the route, including any repeat journeys, to which the complaint refers, in the event of a response being provided between the thirty-first and sixtieth day after receipt of the complaint;
- b) 50% of the total tolls paid by the user for the journey, including any repeat journeys, to which the complaint refers, in the event of a response being provided after the 60th day or in the event of no response being provided.
If the user does not receive a response to a complaint within the above-mentioned time frame, or if they consider the response received to be unsatisfactory, they may submit a request for conciliation:
- to the ART conciliation service;
- to the conciliation chambers established at the chambers of commerce, industry, crafts and agriculture, if a memorandum of understanding has been signed between ART and Unioncamere;
- to ADR bodies, including joint negotiation bodies included in the list referred to in Article 141-decies, paragraph 1 of the Consumer Code.
Finally, please note that if the complaint is rejected by the Company on grounds of jurisdiction, 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 concessionaire deemed competent, who will provide a response to the user in accordance with the aforementioned Resolution ART 132/2024.
In the event of complaints regarding services provided in 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 response to the user in accordance with the aforementioned Resolution ART 132/2024.
The Company guarantees reimbursement of tolls paid in error in excess of the amount due, following verification of the validity of the user’s request as indicated in the Service Charter.
The personal data provided will be processed in accordance with privacy regulations.
