Complaints and compensations
SAT places great value on all Customer communications and particularly on complaints, which help us in our daily commitment to improve our service. Every day we strive to provide answers to requests that reach our company.
If you have traveled on sections managed by Società Autostrada Tirrenica and wish to submit a complaint, it is necessary to include the following mandatory information:
- identification details of the user (name, surname, contact information) and of any representative, attaching in this case the authorization and an identity document of the user;
- identification details of the journey (entry point, exit point, date and time range of passage, vehicle license plate);
- a copy of the toll payment receipt or the telepayment device number used for the transit;
- a description of the service disruption encountered.
In case of complaints lacking one of these elements, you will be notified of the inadmissibility of the complaint and the possibility to resubmit it complete.
Methods for submitting a complaint
For proper handling of the complaint, it is necessary to use the dedicated submission channel.
If the channel used for submission is not correct, it will not be possible to activate the complaint process
PEC
Only for events related to material damage to vehicles involving the motorway infrastructure (so-called accidents), the complaint must be sent exclusively via PEC to the address: autostradatirrenica@pec.tirrenica.it.
Registered mail
For all types of complaints or accidents, a registered letter can be sent to:
Società Autostrada Tirrenica p.a. Via A. Bergamini 50 -00159- Roma
indicating on the envelope "Subject: COMPLAINT".
All the mandatory data listed above are necessary to initiate the complaint procedure.
Response times
All correctly submitted complaints will receive a reasoned response within 30 days of receipt, except in cases where the handling of the complaint requires a more in-depth investigation, exceeding 30 days. In such cases, we reserve the right to provide you, within the expected 30 days, an initial response with an estimate of when the final outcome of the complaint will be provided.
If you do not receive a response with the outcome of the complaint within the indicated timeframe or if you do not consider the response received satisfactory, you can access the out-of-court resolution procedure: https://www.autostrade.it/it/web/autostrade/organismo-adr
If the complaint falls under the responsibility of other motorway Concessionaires or Companies that provide services in the Service Areas, we commit to forwarding it to the competent entity within 30 days of receipt while simultaneously informing you.
For some types of complaints, in addition to resolving the reported issues, we commit to communicating the interventions and corrective actions to improve service quality.
Compensations
In case of:
- No response to the complaint;
- Late response
- Unmotivated response
you have the right to receive automatic compensation proportional to the sum of tolls paid to the Concessionaire equal to:
- 30% in case of response provided between the 31st and 60th day from receipt of the complaint;
- 50% in case of response provided after the 61st day and in case of no response.
Compensation is not due in cases where:
- the complaint is not transmitted with the required methods and minimum elements;
- the user has already been compensated for a complaint of similar nature regarding the same journey.
Compensation cannot be recognized if the toll has not been regularly paid.
Damage compensation claims (accidents)
Those who have suffered damage on the motorway network managed by Società Autostrada Tirrenica and who believe that there may be liability attributable to the concessionaire can send a damage compensation request via PEC to the following address: autostradatirrenica@pec.tirrenica.it
Complaint Handling Results
Pursuant to Resolution No. 132/24, in the period from 27 March 2025 to 31 December 2025, the complaints handled and their related average response times were as follows: LIST OF COMPLAINTS 27.03.2025–31.12.2025.pdf
No feedback was received in response to the request for satisfaction regarding the replies provided.
The main service issues concerned toll-related matters, in particular the procedures for managing unpaid tolls and the self-certification of entry toll booths (as provided for under Article 176 of the Italian Highway Code). Starting from December 2025, improvement actions were implemented on the information available on the Company’s website, including the introduction, within the complaints page, of a reference to the dedicated FAQ section. During 2026, this section will be further expanded to provide additional support to Customers.
In 2025, no compensations were accrued for initial responses sent to Customers beyond the 30-day timeframe.
Read the FAQs
Starting from December 2025, a series of improvement actions have been implemented on the information available on the website, including the introduction of dedicated FAQs. During 2026, these will be complemented by tutorials and additional initiatives aimed at providing further support to Customers.
