Refunds and Complaints

The refund is available to private individuals, VAT-registered persons and companies paying with electronic toll devices, cards or cash, only for journeys with entry and exit toll stations located along the A58-TEEM (excluding the Liscate station, which falls under the responsibility of another Concessionaire. – A58-TEEM toll stations: Pessano con Bornago, Gessate, Pozzuolo Martesana, Paullo, Vizzolo Predabissi).

All methods require the user to provide an IBAN and other data necessary to obtain the refund.

Find out the refund procedure according to how you paid for your journey:

Electronic toll devices	Cash / Cards
–	Request the receipt at the exit toll station
Access the platform	Access the platform
Register or log in	Register or log in
Register your electronic toll device	Upload a scan of the receipt
Receive notification of your right to a refund	Receive notification of your right to a refund

For further information or assistance regarding refunds, you can call the toll-free number 803 333, active Monday to Friday from 9.00 a.m. to 5.00 p.m.

You can also submit a refund request by sending us a registered letter using this form.

For further information on the refund criteria and requirements, see General terms and conditions

Privacy Notice of the Joint Data Controllers of the Platform and Privacy Notice of the Concessionaire

The Concessionaire attaches great value to the proposals, reports and complaints received, as they are significant indicators for identifying any critical issues and undertaking improvement actions.

Proposals are understood as the suggestions that the User, following their experience on the motorway, wishes to provide as an idea for improvement to the Concessionaire, which – following the necessary assessments – will provide feedback both in the event of acceptance and rejection, stating the reasons.

Reports are understood as the information that the User wishes to provide to the Concessionaire regarding matters concerning tolls, unpaid tolls, the condition of the infrastructure or anything observed, visually or otherwise, during a transit.

Finally, the User may report to the Company, by submitting a complaint, any shortcomings perceived or encountered in the management of the motorway infrastructure, as well as any grievances and/or requests regarding the non-compliance of the service with one or more requirements defined by European or national legislation, by ART Resolution no. 132/2024 or by the Service Charter.

For suggestions and proposals, you can contact the Concessionaire by writing an e-mail to: info@tangenziale.esterna.it.

The complaint may be submitted, in Italian or in English, through:

• the website tangenziale.esterna.it, in the «Services» – «Suggestions/Complaints» section
• registered letter with return receipt, to be sent to the following address Tangenziale Esterna S.p.A. presso Aurea S.c.ar.l. Casello A58-TEEM – 20060 Pozzuolo Martesana (MI)
• the staff of the Centro Rapporti con l’Utenza (User Relations Centre) in Treviglio (BG)
• e-mail to the address reclami@tangenziale.esterna.it
• the «Comunicazione utenti» (User Communication) document, available at the A58 toll stations and handed by the user to the toll collection staff.

Complaint submission and handling procedure

The fastest and most effective way to communicate proposals, reports and complaints is by filling in the on-line form accessible in the “Services” – “Suggestions/Complaints” section of the website www.tangenziale.esterna.it, which speeds up response times. Complaints, under penalty of inadmissibility, must include at least the following elements:

• the identification details of the User (name, surname, contact details) and of any Representative, in which case attaching the proxy and an identity document of the User
• the identification details of the journey made (entry and exit stations, date and time slot of transit, vehicle registration plate) and a copy of the payment receipt and the IBAN in the case of toll-related reports
• a description of the non-compliance of the service identified with respect to one or more requirements defined by European, national or regulatory legislation or by the Service Charter.

The Company provides a reasoned response:

• to complaints received by registered mail within 30 calendar days from the date of receipt of the complaint;
• to complaints received through the web platform within 10 working days from the day of sending in at least 85% of cases, in compliance with the quality indicator defined by the Grantor, and in any case no later than 30 days (ART Resolution 132/2024). The same timeframe also applies to the “Comunicazione Utenti” (User Communication) document available at the A58-TEEM toll stations and handed by the user to the toll collection staff. Should the user decide to fill in and send the above-mentioned form independently, it will be their responsibility to choose how to send the report to the company, either by registered letter or by entering it in the portal. In this regard, the provisions set out above remain applicable.

In the event of inadmissibility of the complaint, or should the necessary checks require more time, the company will inform the User within the terms indicated above.

If the Company does not send any response to complaints (received from 27 March 2025) within the terms indicated above, or in the event of an unreasoned response, the User is automatically entitled to compensation equal to:

• 30% of the sum of the tolls paid by the User for the route, possibly repeated, to which the complaint refers, in the event of a response provided between the thirty-first and the sixtieth day from receipt of the complaint
• 50% of the sum of the tolls paid by the User for the route, possibly repeated, to which the complaint refers, in the event of a response provided after the sixtieth day or in the event of no response.

Persons with Reduced Mobility (PRM), in the event of a discrepancy between the information in the «PRM Accessibility» section and the service actually experienced, are entitled to compensation of a fixed amount of 7.00 (seven/00) euros, payable upon presentation of a self-certification and proof of the relevant transit, and following an internal review. This request must be made using one of the available methods for submitting complaints. Where the discrepancy is attributable to a failure to communicate by the Operators of the services provided in service areas (e.g. service area Sub-concessionaires), the latter shall reimburse the Concessionaires for the compensation paid.

It will be the Company’s responsibility to request Users’ bank account details for the payment of the compensation by bank transfer, which will be made within 15 working days.

The compensation is not due in cases where:

• the complaint is not submitted by the User in the manner and with the minimum elements indicated above
• the User has already received compensation for a complaint of a similar nature concerning the same journey.

If the User does not receive a response to a complaint within the terms indicated above, or considers the response received unsatisfactory, it will be possible to submit a conciliation request:

• to the ART Conciliation Service
• to the Conciliation Chambers established at the Chambers of Commerce, Industry, Crafts and Agriculture, where the memorandum of understanding between ART and Unioncamere has been signed
• to ADR bodies, including the joint negotiation bodies registered in the list referred to in art. 141-decies, paragraph 1 of the Consumer Code.

In the event of updates to the complaint submission procedure, or regarding the handling of any disputes, information will be provided to Users through notices available on the website www.tangenziale.esterna.it .

Finally, please note that:

• if the complaint is rejected by the Company on grounds of competence, the Company will forward the complaint, promptly and in any case within thirty days of receipt, simultaneously informing the User, to the Concessionaire deemed competent, which will provide a response to the User pursuant to the aforementioned ART Resolution 132/2024
• in the case of complaints concerning services provided in the Service Areas, the Company will forward the complaint, promptly and in any case within thirty days of receipt, simultaneously informing the User, to the Concessionaire company at which the service is provided, which will provide a reasoned response to the User pursuant to the aforementioned ART Resolution 132/2024
• the Company ensures the refund of tolls paid, in error, in excess of the amount due, following verification of the validity of the request made by the User, as indicated in the «Refunds» section
• the user has the right to submit a complaint, request or report to the Transport Regulation Authority (ART) regarding compliance with quality and tariff levels.

With regard to complaints, the personal data provided is processed in compliance with Regulation (EU) no. 679/2016 (GDPR). The privacy notice concerning the processing of personal data is available to Users on the Company’s website.

If you have suffered damage on the A58-TEEM and you believe Tangenziale Esterna may be liable, you can send a damage compensation request via:

• e-mail, to the address sinistri@aureagestioni.it
• post, to the address: Tangenziale Esterna S.p.A., presso Aurea S.c.ar.l., Casello A58-TEEM – 20060 Pozzuolo Martesana (MI).

For further information, please consult the Service Charter.

The Company ensures the refund of tolls paid, in error, in excess of the amount due, following verification of the validity of the request made by the user, as indicated in the Service Charter.

For issues relating to toll payment, such as:

• incorrect vehicle classification
• incorrect or missing change
• payment anomalies with automatic tollbooths
• anomalies relating to the electronic toll device

please write to the e-mail address: clienti@aureagestioni.it.