MECHANISM FOR HANDLING COMPLAINTS
Extract from EU Regulation no. 181/2011
In order to ensure a constant improvement in the quality of the service offered, the Company provides its customers with the tools of REPORTING and COMPLAINTS.
1. Reporting of disservices
By reporting we mean any suggestions, observations, proposals, advice and anything else that may be useful to understand the needs of customers in order to improve, if possible, the services offered. The report can be submitted by anyone who has an interest in it.
The report can be forwarded to the Company through the following channels:
– by filling in the appropriate reporting form, by accessing the Contacts item on the website www.autolineelumia.com;
– by forwarding the report via email to the address: email@example.com.
Any reports submitted in writing must always be addressed to:
SALVATORE LUMIA SRL VIA PINDARO, 3 – 92100 – AGRIGENTO.
In order to be able to possibly reply to the reports forwarded, the customer must indicate, in addition to his personal details and address, the indication of an email address and / or telephone number. The Company guarantees the confidentiality of personal data, as required by the legislation on the protection of privacy.
2. Complaints for violation of passenger rights
The Company guarantees the availability of a mechanism for the handling of complaints that is easy to access and use, having particular regard to the needs of users with disabilities, and in any case ensuring compliance with the minimum measures identified in Annex A to resolution ART no. 28/2021.
The information contained herein is also provided by the Company in the dedicated section of the website, accessible from the home page, via the “Complaints” link; in the service card in the dedicated section called “Complaints” as well as on board the buses.
We mean by “complaint”: any written communication with which the user expresses complaints about the inconsistency of the service with one or more requirements defined by European or national legislation, by the general conditions of transport or by the general conditions of use of the digital platform , or from the service charter.
The passenger can lodge a complaint:
a) using, in addition to Italian, also the English language;
b) multiple channels including:
b.1) the website, with access from the following link called “Complaints” located in the dedicated section accessible from the home page of the company website;
b.2) by sending an email to the address: firstname.lastname@example.org;
b.3) by registered mail via the following address: SALVATORE LUMIA SRL
VIA PINDARO, 3 – 92100 – AGRIGENTO
Without prejudice to the possibility for the user to submit the complaint without using the predefined form: in this case the Company will examine the complaints that will contain at least the following elements:
a) the identification references of the user (name, surname, address);
b) the identification references of the journey made or planned (date, time of departure, origin and destination) and of the transport contract (ticket number) or a copy of the travel document;
c) the description of the inconsistency of the service detected with respect to one or more requirements defined by European or national legislation, by the general conditions of transport or, where their adoption is envisaged, by the service charter.
The reasons for presenting the complaint pursuant to Community and national legislation on passenger rights relate exclusively to:
contractual conditions or discriminatory rates
failure to comply with the obligations to protect people with disabilities or reduced mobility
information to the passenger about the journey and his rights
failure to adopt the system for handling complaints
failure to communicate the definitive outcome of the complaint
The complaint, in the manner and with the elements indicated above, can only be forwarded to the Company by the passenger with a regular travel document and / or by any representative and sent to the Company in compliance with the terms set out in Article 27 of the Regulations. (EU) n.181 / 2011. In particular, the complaint must be submitted within three months from the date on which the regular scheduled service was provided or should have been provided.
Within one month of receipt of the complaint, the Company will notify the passenger of its motivated and definitive reply if the complaint has been accepted, rejected or still under consideration. Within a maximum of three months of receipt of the complaint, the Company will provide the passenger with a definitive response.
For the purposes of the above terms:
a) in the event of a complaint being submitted by e-mail or via the website, the complaint is intended to be sent and received on the day of sending;
b) in the event of a complaint being submitted by registered mail, the complaint is intended to be sent on the day of dispatch and is understood to be received on the day of delivery to the Company;
However, the passenger has the right to:
– to use out-of-court dispute resolution procedures;
– to submit a complaint to the Transport Regulatory Authority in this regard in the manner described in point 10.2.1 below.
3. Procedures for registering complaints, storage of related data and publication –
The Company, in compliance with the relevant regulations, provides, as part of the mechanism for handling complaints, to register the complaints received, indicating for each complaint: the identification references of the user and the journey; the type of service; the date of receipt of the same; the reasons underlying the complaint reported in the form prepared and the reasoned response to the complaint, accompanied by the relative sending date. The Company, in compliance with the rules on the protection of individuals with regard to the processing of personal data, retains the data relating to the complaint, including the registrations referred to in the previous paragraph, for a suitable period of time, in any case not less than 24 months starting from the date on which the service was provided or should have been provided, also in relation to any requests for information formulated by the Authority in the exercise of its institutional duties regarding the protection of users’ rights.
4. Procedure for requesting a refund – To access any refund in the cases provided for by these conditions of carriage, it is necessary that:
– immediately after the damaging event, the driver driving the company vehicle involved is contacted, providing his personal details and a precise description of the damage suffered;
– presentation of a formal request for compensation to the Company Management;
– the competent Office will forward the file to its Insurance Company which, having carried out the necessary assessments and reimbursement procedures, will directly provide for the compensation, in the manner prescribed by law.
5. Second instance complaint to the Transport Regulatory Authority
The passenger, after having presented a complaint to the Company in the first instance, and after ninety days have elapsed from the presentation, can lodge a complaint with the National Body responsible for the application of the regulations on travelers’ rights regarding alleged violations of the latter. For line services of local competence (regional, municipal), complaints can also be forwarded to the local offices of the Authority which will act as an intermediary with the national office.
The body in question is the Transport Regulatory Authority – Via Nizza n. 230 – 10126 Turin contact: +390111912550, by registered post or to the following e-mail addresses:
– certified e-mail (PEC) email@example.com
– simple e-mail firstname.lastname@example.org.
It is also possible to submit a complaint to ART directly online in the dedicated section. For info, consult the institutional website www.autorita-trasporti.it.
The national body designated to assert the rights enshrined in EU regulation no. 181/2011, to which each passenger can lodge a complaint for an alleged infringement of the aforementioned regulation for which no solution has been found in the complaint to the carrier, is
AUTORITA’ DI REGOLAZIONE DEI TRASPORTI
VIA NIZZA 230, 1016 TORINO