{"id":9450,"date":"2025-09-01T15:41:26","date_gmt":"2025-09-01T13:41:26","guid":{"rendered":"https:\/\/www.itpspa.it\/suggerimenti-reclami\/"},"modified":"2026-02-27T10:56:25","modified_gmt":"2026-02-27T09:56:25","slug":"suggestions-reclamations","status":"publish","type":"page","link":"https:\/\/www.itpspa.it\/fr\/suggestions-reclamations\/","title":{"rendered":"Suggestions \/ R\u00e9clamations"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row css_animation=\u00a0\u00bb\u00a0\u00bb row_type=\u00a0\u00bbrow\u00a0\u00bb use_row_as_full_screen_section=\u00a0\u00bbno\u00a0\u00bb type=\u00a0\u00bbfull_width\u00a0\u00bb angled_section=\u00a0\u00bbno\u00a0\u00bb text_align=\u00a0\u00bbleft\u00a0\u00bb background_image_as_pattern=\u00a0\u00bbwithout_pattern\u00a0\u00bb z_index=\u00a0\u00bb\u00a0\u00bb el_class=\u00a0\u00bbriga-testo-padding\u00a0\u00bb][vc_column offset=\u00a0\u00bbvc_col-md-3&Prime;][vc_widget_sidebar sidebar_id=\u00a0\u00bbSidebar-Servizi\u00a0\u00bb][\/vc_column][vc_column offset=\u00a0\u00bbvc_col-md-9&Prime;][vc_column_text css=\u00a0\u00bb.vc_custom_1772186178963{margin-bottom: 35px !important;}\u00a0\u00bb]L\u2019usager peut notifier \u00e0 la soci\u00e9t\u00e9 toute lacune per\u00e7ue ou constat\u00e9e dans la gestion de l\u2019infrastructure routi\u00e8re ainsi que toute r\u00e9clamation et\/ou demande concernant la non-conformit\u00e9 du service \u00e0 une ou plusieurs exigences d\u00e9finies par la r\u00e9glementation europ\u00e9enne ou nationale, par la r\u00e9solution ART n\u00b0\u00a0132\/2024 ou par la Charte des services.<\/p>\n<p>Les r\u00e9clamations, sous peine d\u2019inadmissibilit\u00e9, doivent contenir au moins les \u00e9l\u00e9ments suivants\u00a0:<\/p>\n<ul>\n<li>les r\u00e9f\u00e9rences d\u2019identification de l\u2019usager (nom, pr\u00e9nom, adresse) et du repr\u00e9sentant, le cas \u00e9ch\u00e9ant, en joignant dans ce cas la procuration et une pi\u00e8ce d\u2019identit\u00e9 de l\u2019usager\u00a0;<\/li>\n<li>les r\u00e9f\u00e9rences d\u2019identification du trajet effectu\u00e9 (points d\u2019entr\u00e9e et de sortie, date et heure de passage, plaque d\u2019immatriculation du v\u00e9hicule) et une copie du re\u00e7u de paiement du p\u00e9age\u00a0;<\/li>\n<li>la description de l\u2019incoh\u00e9rence du service d\u00e9tect\u00e9e par rapport \u00e0 une ou plusieurs exigences d\u00e9finies par le droit europ\u00e9en, national ou r\u00e9glementaire ou par la Charte des services.<\/li>\n<\/ul>\n<p>La r\u00e9clamation peut \u00eatre pr\u00e9sent\u00e9e, en italien ou en anglais, de la mani\u00e8re suivante\u00a0:<\/p>\n<ul>\n<li>Utiliser le formulaire Web pr\u00e9vu \u00e0 cet effet<\/li>\n<li>Par courrier recommand\u00e9<\/li>\n<li>E-mail<\/li>\n<\/ul>\n<p>Pour les r\u00e9f\u00e9rences,\u00a0<a href=\"https:\/\/www.itpspa.it\/fr\/troncon-a55-a5\/reclamations\/\">cliquez ici<\/a>\u00a0pour le Tron\u00e7on 1 &#8211; A55\/A5 et\u00a0<a href=\"https:\/\/www.itpspa.it\/fr\/troncon-2-a21\/reclamations\/\">cliquez ici<\/a>\u00a0pour le Tron\u00e7on 2 &#8211; A21.<\/p>\n<p>La soci\u00e9t\u00e9 doit fournir une r\u00e9ponse motiv\u00e9e dans un d\u00e9lai de 30\u00a0jours \u00e0 compter de la date de r\u00e9ception pour les r\u00e9clamations envoy\u00e9es par courrier recommand\u00e9 et \u00e0 compter du jour de l\u2019envoi pour celles pr\u00e9sent\u00e9es via e-mail ou via le formulaire.<\/p>\n<p>Dans le cas o\u00f9 l\u2019entreprise n\u2019envoie aucune r\u00e9ponse aux r\u00e9clamations dans les d\u00e9lais susmentionn\u00e9s ou dans le cas d\u2019une r\u00e9ponse injustifi\u00e9e aux r\u00e9clamations, l\u2019usager aura droit \u00e0 une indemnisation \u00e0 hauteur de\u00a0:<\/p>\n<ul>\n<li>a) 30\u00a0% de la somme des p\u00e9ages pay\u00e9s par l\u2019usager pour le trajet, \u00e9ventuellement r\u00e9p\u00e9t\u00e9, sur lequel porte la r\u00e9clamation en cas de r\u00e9ponse donn\u00e9e entre le 31\u00e8me et le 60\u00e8me jour \u00e0 compter de la r\u00e9ception de la plainte\u00a0;<\/li>\n<li>b) 50\u00a0% de la somme des p\u00e9ages pay\u00e9s par l\u2019usager pour le trajet, \u00e9ventuellement r\u00e9p\u00e9t\u00e9, sur lequel porte la r\u00e9clamation en cas de r\u00e9ponse donn\u00e9e apr\u00e8s le 60\u00e8me jour et en cas d\u2019absence de r\u00e9ponse.<\/li>\n<\/ul>\n<p>En cas de divergence d\u2019information entre ce qui est indiqu\u00e9 dans la section \u00ab\u00a0Accessibilit\u00e9 PMR\u00a0\u00bb du site web et les conditions r\u00e9elles d\u2019accessibilit\u00e9 et d\u2019utilisation des services offerts dans les parkings ou les aires de service, l\u2019usager PMR a droit \u00e0 l\u2019indemnisation indiqu\u00e9e dans la Charte des services.<\/p>\n<p>Il appartiendra \u00e0 la soci\u00e9t\u00e9 de demander les coordonn\u00e9es du compte courant de l\u2019usager en vue du paiement de l\u2019indemnisation par virement bancaire, lequel sera effectu\u00e9 dans un d\u00e9lai de 30\u00a0jours ouvrables.<\/p>\n<p>Si l\u2019usager ne re\u00e7oit pas de r\u00e9ponse \u00e0 sa plainte dans les d\u00e9lais susmentionn\u00e9s, ou s\u2019il consid\u00e8re que la r\u00e9ponse re\u00e7ue n\u2019est pas satisfaisante, il peut d\u00e9poser une demande de conciliation\u00a0:<\/p>\n<ul>\n<li>au service de conciliation ART (www.autorita-trasporti.it);<\/li>\n<li>aux chambres de conciliation \u00e9tablies au sein des chambres de commerce, d\u2019industrie, d\u2019artisanat et d\u2019agriculture, si le protocole d\u2019accord entre ART et Unioncamere a \u00e9t\u00e9 conclu\u00a0;<\/li>\n<li>aux organismes ADR, y compris les organismes de n\u00e9gociation paritaire inscrits sur la liste vis\u00e9e \u00e0 l\u2019article\u00a0141-decies, paragraphe\u00a01, du Code de la consommation.<\/li>\n<\/ul>\n<p>Enfin, nous vous informons que\u00a0:<\/p>\n<ul>\n<li>si la plainte est rejet\u00e9e pour des raisons de comp\u00e9tence par l\u2019entreprise, cette derni\u00e8re transmettra la plainte, rapidement et dans tous les cas dans les trente jours suivant sa r\u00e9ception, en en informant simultan\u00e9ment l\u2019usager, au concessionnaire jug\u00e9 comp\u00e9tent, qui fournira \u00e0 l\u2019usager une r\u00e9ponse conform\u00e9ment \u00e0 la R\u00e9solution ART 132\/2024 susmentionn\u00e9e\u00a0;<\/li>\n<li>en cas de r\u00e9clamations concernant les services fournis dans les aires de service, l\u2019entreprise transmettra la r\u00e9clamation, rapidement et dans tous les cas dans un d\u00e9lai de trente jours \u00e0 compter de sa r\u00e9ception, et en en informant simultan\u00e9ment l\u2019usager, au gestionnaire de ces services, qui fournira \u00e0 l\u2019usager une r\u00e9ponse motiv\u00e9e conform\u00e9ment \u00e0 la R\u00e9solution ART 132\/2024 susmentionn\u00e9e.<\/li>\n<li>La soci\u00e9t\u00e9 assure le remboursement des p\u00e9ages pay\u00e9s, par erreur, au-del\u00e0 du montant d\u00fb, apr\u00e8s justification de la r\u00e9clamation faite par l\u2019usager comme indiqu\u00e9 dans la Charte des services.<\/li>\n<\/ul>\n<p>Les donn\u00e9es \u00e0 caract\u00e8re personnel communiqu\u00e9es sont trait\u00e9es conform\u00e9ment \u00e0 la r\u00e9glementation en mati\u00e8re de confidentialit\u00e9.<\/p>\n<p>Les informations compl\u00e8tes relatives aux finalit\u00e9s du traitement des donn\u00e9es \u00e0 caract\u00e8re personnel sont disponibles sur le site\u00a0<a href=\"https:\/\/www.itpspa.it\/fr\/privacy\/\">\u00e0 cette page<\/a>.[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row css_animation=\u00a0\u00bb\u00a0\u00bb row_type=\u00a0\u00bbrow\u00a0\u00bb use_row_as_full_screen_section=\u00a0\u00bbno\u00a0\u00bb type=\u00a0\u00bbfull_width\u00a0\u00bb angled_section=\u00a0\u00bbno\u00a0\u00bb text_align=\u00a0\u00bbleft\u00a0\u00bb background_image_as_pattern=\u00a0\u00bbwithout_pattern\u00a0\u00bb z_index=\u00a0\u00bb\u00a0\u00bb 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