Contatti e Customer Care

Contacts

E-mail: [email protected]

PEC (Certified email): [email protected]

Regular mail: Tangenziale di Napoli S.p.A.
Via Cintia, svincolo Fuorigrotta 80126 - Napoli

081 72 54 111 (pbx)
Emergency: 112

Traffic Police: 081 72 83 445

CUSTOMER CARE - COMPLAINTS, REFUNDS, AND SUGGESTIONS

Tangenziale di Napoli places great importance on complaints, reports, and suggestions, considering them as key indicators for:

  • Identifying critical issues
  • Implementing corrective actions
  • Launching improvement projects
  • Restoring customer trust
How to Submit a Complaint

Complaints can be sent via one of the following channels:

Required Information for a Complaint to Be Accepted A valid complaint must include: User details (name, surname, contact information). If submitted by a representative, a proxy authorization and a copy of the user’s ID must be attached.

Trip details (exit station, date, time range, vehicle license plate) or a copy of the toll payment receipt.

Description of the inconsistency in the service compared to European, national, regulatory standards, or the Service Charter (if applicable).

If any of these elements are missing, the complaint will be deemed inadmissible, and the user will be informed of the possibility to resubmit a complete request.

Dispute Resolution

If the response received is deemed unsatisfactory, users may initiate a non-judicial dispute resolution process. For more details, visit Conciliation & Mediation

All complaints duly submitted will receive a reasoned reply within 30 days of their receipt, except in cases where handling the complaint requires a more in-depth review lasting longer than 30 days. In such cases, we reserve the right to provide you, within the aforementioned 30 days, with an initial response indicating the expected date by which the final outcome of the complaint will be provided. If you do not receive a response setting out the outcome of your complaint within the specified time limits, or if you are not satisfied with the response received, you may use the out-of-court dispute resolution procedure: https://www.autostrade.it/it/web/autostrade/organismo-adr If the complaint falls within the responsibility of other motorway concessionaires or of the companies providing services in the Service Areas, we undertake to forward it to the competent party within 30 days of receipt, informing you of this at the same time. For certain types of complaints, in addition to resolving the issues reported, we undertake to inform you of the measures and corrective actions implemented to improve the quality of the service

2025 RESULTS AVERAGE RESPONSE TIME (days)
Pursuant to ART Resolution 132/24, from 27/3/2025 to 31/12/2025 the complaints handled, together with the related average processing times, were as follows:
COMPLAINT CATEGORY NUMBER AVERAGE TIME
(days)
Toll amount 1369 0.04
Toll collection 563 0.77
Failure or inadequate payment of refunds/compensation 372 0.09
Out of concessionaire’s remit 0 n.a.
Vehicle material damage involving the motorway infrastructure 0 n.a.
Customer relations and general information 0 n.a.
Work zone information 0 n.a.
Management of traffic disruptions 0 n.a.
Infrastructure maintenance 0 n.a.
Traffic and safety information 8 0.00
Services provided in service areas 0 0
Accessibility of services for PRM 0 0
Total 2312 0.22

With regard to the results for the 2025 financial year, it should be noted that the average time taken to handle complaints remained consistently below one working day. In view of the full compliance with the applicable service standards, no compensation is to be recognised or carried forward, as the conditions required for its disbursement did not arise.

In the following circumstances:

  • Failure to reply to the complaint;
  • Delayed reply;
  • Reply without adequate reasoning.
you shall be entitled to receive automatic compensation calculated on the total amount of tolls paid to the Concessionaire, equal to:
  • 30% where the reply is provided between the 31st and 60th day from receipt of the complaint;
  • 50% where the reply is provided after the 61st day or in the event of no reply.
Compensation shall not be due in the following cases:
  • the complaint is not submitted using the prescribed methods or without the minimum mandatory information;
  • the user has already received compensation for a complaint of the same nature relating to the same journey;
  • compensation cannot be granted where the toll has not been duly paid.

REFUND IN CASE OF ERROR

If a toll higher than the amount due has been paid, the Company, after verifying the validity of the documentation provided and carrying out the appropriate checks, will refund the excess amount. To request a refund, you may:

  • Fill in the claims and complaints form, available on the website and/or at the Tangenziale Service Center located at the Fuorigrotta toll station;
  • Send an email to [email protected];
  • Send a fax to +39 081 5625793;
  • Write to Tangenziale di Napoli S.p.A. – Via Cintia, Fuorigrotta junction – 80126 Naples.

For the management of unpaid/late toll payment procedures, you may:

  • Send a fax to +39 055 420 25 05;
  • Call the telephone helpdesk, available from Monday to Friday, from 09:00 to 17:00, at 803-111 – fax +39 055 420 25 05, for any information relating to unpaid/late toll payment procedures.

Damage compensation claims

As of 1 January 2012, in order to settle out of court certain types of disputes (with users represented by a number of Consumer Associations that are signatories to a specific Regulation), Tangenziale di Napoli S.p.A. has introduced a joint conciliation procedure for the following cases:

  • barrier-related damage;
  • potholes and defects in the road surface;
  • falling debris;
  • animal collisions;
  • objects on the carriageway;
  • incorrect toll calculation;
  • etc.

For details on how to activate this voluntary joint conciliation procedure, please refer to the website: https://www.autostrade.it/it/web/autostrade/muovy/organismo-adr