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ConciliaWeb

Through the Conciliaweb platform, users may submit, in person or through their delegates (any natural person of trust, consumer association, representative entity, lawyer), requests for dispute settlement to resolve certain disputes concerning rail, sea and inland waterway, bus and coach, and air transport. For further information, please visit “ART dispute settlement service“ section of the website.

The procedure is conducted fully online. Please see the technical specifications for the use of the platform (in Italian language only).

ACCESS TO THE DISPUTE SETTLEMENT SERVICE

The ConciliaWeb platform may be logged into only through SPID or eID. Foreign users or users who are not resident in Italy may log into the service through online registration, by entering the following data and documents:

e-mail address;
identity document.

To submit the complaint correctly, the following documents (in .pdf format) are required:

copy of the complaint, or of the claim for reimbursement or compensation already submitted to the operator and of any response thereto;
copy of the delegation drawn up in accordance with the template made available by the Authority and copy of a valid identity document of the delegator;
copy of the ticket, or reservation, or other evidence (not mandatory).

REGISTRATION TO THE SERVICE FOR ACCREDITED BODIES

Only for representative entities and regional consumer associations, accreditation forms shall be sent to the Authority’s CEM address: pec@pec.autorita-trasporti.it. In the subject of the CEM please specify: Request for Conciliaweb accreditation.

DELEGATIONS AND MANDATES

Below are the forms (in Italian language only) for the ConciliaWeb platform:

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ConciliaWeb

ACCESS TO THE DISPUTE SETTLEMENT SERVICE

REGISTRATION TO THE SERVICE FOR ACCREDITED BODIES

DELEGATIONS AND MANDATES

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