The dealership attaches great value to complaints and suggestions received as significant indicators for identifying critical issues and taking improvement actions.

1) Complaint submission and handling procedure

The quickest and most effective way of communicating complaints and suggestions is to fill in the form accessible from the ‘Complaints and reports’ button (www.salt.it), which speeds up response times.

Alternatively, a special form in Italian and English is available at all manual toll booths from Parma Ovest to Aulla to send complaints and reports to the Concessionaire. The form, filled out in all its parts and accompanied, if necessary, by any attachments, can be sent by e-mail to salt@salt.it or delivered by hand at the toll stations themselves on the occasion of a subsequent transit.

For toll-related reports (non-payment, incorrect charges, etc.) received in ‘manual’ mode, i.e. not using the form accessible from the ‘Complaints and reports’ button or e-mails with an attached form, the Company expects to acknowledge requests within 20 days of receipt.

2) Procedure for filling in the form accessible from the ‘Complaints and reports’ button on the www.salt.it website.

After clicking on the ‘Complaints and Reports’ button, two possible paths will appear:

Complaints: to submit reports of anomalies relating to the quality of services, the safety of the infrastructure or road traffic, the environment (for example: maintenance of the infrastructure and facilities, traffic and mobility, service and parking areas, behaviour of Salt personnel, emergency management and mechanical rescue, etc.).
Toll File Reporting: to submit reports of anomalies related to toll collection via cash, cards, Electronic Toll Collection Devices (e.g.: incorrect toll charge, RMPP Non-Payment Reports, incorrect change, invoicing,).

All fields must be correctly filled in to enable prompt traceability of files for quick resolution and to provide the best assistance.

The automated service will respond quickly by assigning an identification code to the complaint/report.

The Concessionaire provides feedback in compliance with the quality indicator that provides for a response to the User within 10 working days in at least 85% of cases.

Salt undertakes to give a punctual and exhaustive reply as well as to indicate, where relevant, any actions aimed at resolving the reported anomalies.

Should the dealer’s response be deemed unsatisfactory, the system will allow further communications to be forwarded from the same ticket.

In the event of updates to the complaints procedure, as well as regarding the procedures for handling any disputes, information will be provided to users by means of notices available at www.salt.it.