The Concessionaire believes that the proposals, reports and complaints it receives are of great value because they are significant indicators for identifying any critical issues and taking action to make improvements.

Proposals are understood to mean suggestions that Users, as a result of their motorway experience, wish to provide to the Concessionaire as a cue for improvement, which – following the necessary evaluations – will provide feedback in the event of either acceptance or rejection, stating the respective reasons.

Reports are understood to be the information that Users wish to provide to the Concessionaire regarding matters concerning tolls, non-payment, the state of the infrastructure or anything that may be detected, visually or otherwise, during transit.

Finally, Users may notify the Company, by submitting a complaint, of any perceived shortfalls in the management of the motorway infrastructure as well as any grievances and/or requests concerning the inconsistency of the service with one or more requirements defined by European or national regulations, or by ART Resolution no. 132/2024 or by the Service Charter.

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

• the www.tangenziale.esterna.it website, in the section “Services” – “Suggestions / Complaints”
• registered mail with return receipt, to be sent to the following address: Tangenziale Esterna S.p.A. c/o Aurea S.c.ar.l. Casello A58-TEEM – 20060 Pozzuolo Martesana (MI)
• staff of the Customer Relations Centre in Treviglio (BG)
• e-mail to reclami@tangenziale.esterna.it
• “User communication” document available at A58 toll stations and handed over by the user to the toll collection staff.

Procedure for submitting and managing complaints

The fastest and most effective means of communicating proposals, reports and complaints is by filling out the online form accessible in the “Services” – “Suggestions / Complaints” section of the www.tangenziale.esterna.it website, which speeds up response times. Complaints must contain at least the following elements or will be considered inadmissible:

• the identifying details of the User (name, surname, address) and of the Representative, if any, enclosing in this case the proxy and an identity document of the User
• the identifying details of the journey made (entry and exit stations, date and time of passage, vehicle registration number) and a copy of the payment receipt and the IBAN in the case of toll reports
• the description of the service shortfall detected with respect to one or more requirements defined by European, national or regulatory law or by the Service Charter.

The Company must provide a justified 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 timeline is also implemented for the “User Communication” document available at A58-TEEM toll stations and handed over by the user to the toll collection staff. If Users decide to fill in and send the aforementioned form autonomously, it is up to them to choose whether to send the report to the company by registered mail or by uploading it to the portal. In this regard, what has already been stated above still applies.

In the event of an inadmissible the complaint or if the necessary checks take longer, the company shall inform the User within the aforementioned time limits.

In the event that the Company does not send any response to the complaints (received after 27 March 2025) within the aforementioned time limits or in the event of an unjustified response to the complaints, the User shall automatically be entitled to compensation in the amount of:

• 30% of the sum of the tolls paid by the User for the journey, possibly repeated, to which the complaint refers in the event of a response provided between the 31st and the 60th 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 60th day and in the event of no response.

Persons with Reduced Mobility (PRM), in the event of discrepancies in the information referred to in the section “PRM Accessibility” with respect to the service actually encountered, are entitled to compensation equal to a fixed fee of 7.00 (seven/00) euros, payable upon presentation of self-certification, the relevant transit certificate and following an internal investigation. This request must be made using one of the possible methods for submitting complaints. If the discrepancy is attributable to the failure of the Managers of the services provided in the Service Areas (e.g. subcontractors), the latter shall reimburse the Concessionaires for the compensation paid.

In this regard, Users should note that, at present, along the A58-TEEM there are no Service Areas in operation, as they are being built by the Operator to which they have been awarded. The relevant information – with the possibility of submitting a claim – will therefore only be available once these Areas are actually operational.

The Company will be responsible for requesting the User’s current account details for the purpose of payment of the compensation by bank transfer, which shall be made within 15 working days.

Compensation is not due in cases where:

• the complaint was not submitted by the User in the manner and with the minimum elements set out above
• compensation had already been paid to the User in respect of a similar claim concerning the same journey.

If the User does not receive a response to a complaint within the aforementioned time limits, or considers the response received to be unsatisfactory, the User may submit a conciliation request:

• to the ART Conciliation Service
• to the Conciliation Chambers established within the Chambers of Commerce, Industry, Crafts and Agriculture, if a Memorandum of Understanding exists between ART and Unioncamere
• to ADR entities, including joint negotiation bodies registered in the list referred to in Article 141-decies, paragraph 1 of the Italian Consumer Code.

In the event of updates to the procedure for submitting complaints as well as regarding the methods of managing any disputes, information will be provided to Users through press releases that can be viewed on the website www.tangenziale.esterna.it.

Finally, please note that:

• should the complaint be rejected on grounds of lack of the Company’s jurisdiction, the latter will forward the complaint, promptly and in any case within thirty days of receipt, simultaneously informing the User of this, to the Concessionaire deemed competent, which will provide the User with a response pursuant to the aforementioned ART Resolution 132/2024
• in the case of complaints concerning the 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 of this, to the Concessionaire where the service was provided, which will provide the User with a justified response pursuant to the aforementioned ART Resolution 132/2024
• the Company ensures the reimbursement of tolls paid, in error, in excess of the amount due, where the claim made by the User is found to be legitimate, as indicated in the “Reimbursements” section.

For complaints, the personal data communicated are processed in compliance with Regulation (EU) no. 679/2016 ( GDPR). The policy on personal data processing is available to Users on the Company’s website.