{"id":2180,"date":"2025-09-02T10:36:06","date_gmt":"2025-09-02T08:36:06","guid":{"rendered":"https:\/\/salernopompeinapolispa.it\/complaints\/"},"modified":"2025-12-19T10:17:31","modified_gmt":"2025-12-19T09:17:31","slug":"complaints","status":"publish","type":"page","link":"https:\/\/salernopompeinapolispa.it\/en\/complaints\/","title":{"rendered":"COMPLAINTS"},"content":{"rendered":"<h4><strong>COMPLAINTS, REPORTS AND SUGGESTIONS<\/strong><\/h4>\n<p><strong>Complaints: opportunities for improvement<\/strong><\/p>\n<p>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.<\/p>\n<p>We are committed to:<\/p>\n<ul>\n<li>Respond to all communications within 10 working days in 85% of cases;<\/li>\n<li>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.<\/li>\n<li>Inform customers (toll booths, service areas, website, etc.) about the possibility of making a complaint and how to submit it.<\/li>\n<\/ul>\n<p>Customers who wish to submit a complaint may:<\/p>\n<ol>\n<li>Send an e-mail to the dedicated address: <a href=\"mailto:customercare@salernopompeinapolispa.it\">customercare@salernopompeinapolispa.it<\/a>;<\/li>\n<li>By registered post addressed to SPN S.p.A. \u2013 Direzione operativa A3 \u2013 Via G. Porzio, 4 \u2013 Centro Direzionale Isola A\/7 \u2013 80143 Naples;<\/li>\n<\/ol>\n<p>The use of the email address by the Customer allows SPN to speed up response times to complaints.<\/p>\n<p>For all other communications other than complaints, such as requests for information or assistance, the Customer may write to <a href=\"mailto:info@salernopompeinapolispa.it\">info@salernopompeinapolispa.it<\/a><\/p>\n<p>Refunds in the event of incorrect toll payment<\/p>\n<p>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.<\/p>\n<p>To request a refund, please send an email to: <a href=\"mailto:customercare@salernopompeinapolispa.it\">customercare@salernopompeinapolispa.it<\/a><\/p>\n<p><strong>Request information: Submit a report or complaint<\/strong><\/p>\n<p>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:<\/p>\n<ul>\n<li>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;<\/li>\n<li>b) Details identifying the journey made or planned (point of entry, point of exit, date and\/or time slot of passage, vehicle registration number);<\/li>\n<li>c) Copy of the toll payment receipt or the number of the electronic toll collection device used for the journey;<\/li>\n<li>d) Description of the disruption detected.<\/li>\n<\/ul>\n<p>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.<\/p>\n<p>Please note that for the purposes of the deadline for providing a response:<\/p>\n<ol>\n<li>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;<\/li>\n<li>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;<\/li>\n<li>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.<\/li>\n<\/ol>\n<p>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.<\/p>\n<p>If the Company does not respond to complaints within the above-mentioned time limits, the user is entitled to compensation equal to:<\/p>\n<ul>\n<li>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;<\/li>\n<li>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.<\/li>\n<\/ul>\n<p>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:<\/p>\n<ul>\n<li>to the ART conciliation service;<\/li>\n<li>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;<\/li>\n<li>to ADR bodies, including joint negotiation bodies included in the list referred to in Article 141-decies, paragraph 1 of the Consumer Code.<\/li>\n<\/ul>\n<p>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.<\/p>\n<p>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.<\/p>\n<p>The Company guarantees reimbursement of tolls paid in error in excess of the amount due, following verification of the validity of the user&#8217;s request as indicated in the Service Charter.<\/p>\n<p>The personal data provided will be processed in accordance with privacy regulations.<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/salernopompeinapolispa.it\/wp-content\/uploads\/2025\/09\/ReclOk.png\" alt=\"\" \/><\/p>\n<p>&nbsp;<\/p>\n\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f2310-o1\" lang=\"en-US\" dir=\"ltr\" data-wpcf7-id=\"2310\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/en\/wp-json\/wp\/v2\/pages\/2180#wpcf7-f2310-o1\" method=\"post\" class=\"wpcf7-form init wpcf7-acceptance-as-validation\" aria-label=\"Contact form\" enctype=\"multipart\/form-data\" novalidate=\"novalidate\" data-status=\"init\">\n<fieldset class=\"hidden-fields-container\"><input type=\"hidden\" name=\"_wpcf7\" value=\"2310\" \/><input type=\"hidden\" name=\"_wpcf7_version\" value=\"6.1.4\" \/><input type=\"hidden\" name=\"_wpcf7_locale\" value=\"en_US\" \/><input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f2310-o1\" \/><input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/><input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/><input type=\"hidden\" name=\"_wpcf7dtx_version\" value=\"5.0.3\" \/>\n<\/fieldset>\n<style>\n.ticket-id{\ndisplay: none;\n}\n<\/style>\n<p><label> Type*<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"Tipologia\"><select class=\"wpcf7-form-control wpcf7-select wpcf7-validates-as-required\" id=\"TipologiaValue\" aria-required=\"true\" aria-invalid=\"false\" name=\"Tipologia\"><option value=\"Toll quantification\">Toll quantification<\/option><option value=\"Toll collection\">Toll collection<\/option><option value=\"Services provided in service areas\">Services provided in service areas<\/option><option value=\"Traffic and safety information\">Traffic and safety information<\/option><option value=\"Information on roadworks\">Information on roadworks<\/option><option value=\"User relations and other information\">User relations and other information<\/option><option value=\"Accessibility of services for PRMs\">Accessibility of services for PRMs<\/option><option value=\"Traffic disruption management\">Traffic disruption management<\/option><option value=\"Infrastructure maintenance\">Infrastructure maintenance<\/option><option value=\"Failure to pay any refunds or compensation\">Failure to pay any refunds or compensation<\/option><option value=\"Outside our competence\">Outside our competence<\/option><\/select><\/span> <\/label>\n<\/p>\n<p><label id=\"LabelAnomalia\"> Anomaly<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"Anomalia\"><select class=\"wpcf7-form-control wpcf7-select\" id=\"AnomaliaValue\" aria-invalid=\"false\" name=\"Anomalia\"><option value=\"RMPP\">RMPP<\/option><option value=\"DIFFERENTIATED TARIFF\">DIFFERENTIATED TARIFF<\/option><option value=\"OTHER\">OTHER<\/option><\/select><\/span> <\/label>\n<\/p>\n<p><label id=\"LabelProvider\"> Enter the service Provider<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"Provider\"><select class=\"wpcf7-form-control wpcf7-select\" id=\"ProviderValue\" aria-invalid=\"false\" name=\"Provider\"><option value=\"Telepass\">Telepass<\/option><option value=\"Unipol\">Unipol<\/option><option value=\"DKV\">DKV<\/option><option value=\"Axx\u00e8s\">Axx\u00e8s<\/option><option value=\"AS24\">AS24<\/option><\/select><\/span><br \/>\n<\/label>\n<\/p>\n<p><label id=\"ErrorMessage\" style=\"color:red;font-weight: bold;\"> For complaints, please contact your service provider directly.<br \/>\n<\/label>\n<\/p>\n<p><label> Name*<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"nome\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Enter your name\" value=\"\" type=\"text\" name=\"nome\" \/><\/span> <\/label>\n<\/p>\n<p><label> Surname*<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"cognome\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Enter your surname\" value=\"\" type=\"text\" name=\"cognome\" \/><\/span> <\/label>\n<\/p>\n<p><label> eMail*<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"email\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-email wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-email\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Enter your e-mail address\" value=\"\" type=\"email\" name=\"email\" \/><\/span> <\/label>\n<\/p>\n<p><label> Telephone<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"telefono\"><input size=\"40\" maxlength=\"10\" minlength=\"10\" class=\"wpcf7-form-control wpcf7-tel wpcf7-text wpcf7-validates-as-tel\" aria-invalid=\"false\" placeholder=\"Enter your telephone number\" value=\"\" type=\"tel\" name=\"telefono\" \/><\/span> <\/label>\n<\/p>\n<p><label id=\"LabelData\"> Transit date*<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"data\"><input class=\"wpcf7-form-control wpcf7-date wpcf7-validates-as-date\" min=\"2000-01-01\" max=\"2026-12-31\" aria-invalid=\"false\" placeholder=\"Enter the date\" value=\"\" type=\"date\" name=\"data\" \/><\/span> <\/label>\n<\/p>\n<p><label id=\"LabelOra\"> Transit Time*<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"ora\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" placeholder=\"Enter the transit time\" value=\"\" type=\"text\" name=\"ora\" \/><\/span><\/label>\n<\/p>\n<p><label id=\"LabelTarga\"> Licence plate number*<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"targa\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" placeholder=\"Enter the licence plate number\" value=\"\" type=\"text\" name=\"targa\" \/><\/span> <\/label>\n<\/p>\n<p><label id=\"LabelIngresso\"> Entry station*<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"stazioneIngresso\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" placeholder=\"Enter the entry station\" value=\"\" type=\"text\" name=\"stazioneIngresso\" \/><\/span> <\/label>\n<\/p>\n<p><label id=\"LabelUscita\"> Exit station*<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"stazioneUscita\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" placeholder=\"Enter the exit station\" value=\"\" type=\"text\" name=\"stazioneUscita\" \/><\/span> <\/label>\n<\/p>\n<p><label id=\"LabelPista\"> Track<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"pista\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" placeholder=\"Enter the track\" value=\"\" type=\"text\" name=\"pista\" \/><\/span> <\/label>\n<\/p>\n<p><label id=\"LabelRmpp\"> RMPP No.<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"rmpp\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" placeholder=\"Enter the RMPP number\" value=\"\" type=\"text\" name=\"rmpp\" \/><\/span><\/label>\n<\/p>\n<p><label> Description<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"descrizione\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" value=\"\" type=\"text\" name=\"descrizione\" \/><\/span> <\/label>\n<\/p>\n<p><label id=\"file\">File upload:<br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"file\"><input size=\"40\" class=\"wpcf7-form-control wpcf7-file\" accept=\"audio\/*,video\/*,image\/*\" aria-invalid=\"false\" type=\"file\" name=\"file\" \/><\/span> <\/label>\n<\/p>\n<p><label> <span class=\"wpcf7-form-control-wrap ticket-id\" data-name=\"ticket-id\"><input type=\"text\" name=\"ticket-id\" class=\"wpcf7-form-control wpcf7-text wpcf7dtx wpcf7dtx-text\" aria-invalid=\"false\" value=\"196\"><\/span><br \/>\n<\/label>\n<\/p>\n<p><span class=\"wpcf7-form-control-wrap\" data-name=\"Privacy\"><span class=\"wpcf7-form-control wpcf7-acceptance\"><span class=\"wpcf7-list-item\"><label><input type=\"checkbox\" name=\"Privacy\" value=\"1\" aria-invalid=\"false\" \/><span class=\"wpcf7-list-item-label\">I authorise the use and storage of my data, in accordance with the provisions of the European regulation on the protection of personal data.<\/span><\/label><\/span><\/span><\/span>\n<\/p>\n<p><div id=\"cf7sr-6ac59d539aa59\" class=\"cf7sr-g-recaptcha\" data-theme=\"light\" data-type=\"image\" data-size=\"normal\" data-sitekey=\"6LceSS0sAAAAACiddwS7QXO-vkYsgoKn_Dbu68Io\"><\/div><span class=\"wpcf7-form-control-wrap cf7sr-recaptcha\" data-name=\"cf7sr-recaptcha\"><input type=\"hidden\" name=\"cf7sr-recaptcha\" value=\"\" class=\"wpcf7-form-control\"><\/span>\n<\/p>\n<p><label id=\"LabelButtonSubmit\"><input class=\"wpcf7-form-control wpcf7-submit has-spinner\" type=\"submit\" value=\"Enter\" \/><\/label>\n<\/p>\n<p><script language=\"javascript\" type=\"text\/javascript\">\ndocument.getElementById(\"LabelAnomalia\").style.display = 'none';\ndocument.getElementById(\"LabelProvider\").style.display = 'none';\ndocument.getElementById(\"LabelData\").style.display = 'none';\ndocument.getElementById(\"LabelOra\").style.display = 'none';\ndocument.getElementById(\"LabelTarga\").style.display = 'none';\ndocument.getElementById(\"LabelIngresso\").style.display = 'none';\ndocument.getElementById(\"LabelUscita\").style.display = 'none';\ndocument.getElementById(\"LabelPista\").style.display = 'none';\ndocument.getElementById(\"LabelRmpp\").style.display = 'none';\ndocument.getElementById(\"ErrorMessage\").style.display = 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aria-hidden=\"true\"><\/div>\n<\/form>\n<\/div>\n\n","protected":false},"excerpt":{"rendered":"<p>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&hellip;<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-2180","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>COMPLAINTS - Salerno Pompei Napoli<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/salernopompeinapolispa.it\/en\/complaints\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" 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