{"id":20991,"date":"2018-05-30T16:11:57","date_gmt":"2018-05-30T14:11:57","guid":{"rendered":"http:\/\/www.autorita-trasporti.it\/?page_id=20991"},"modified":"2025-04-08T17:22:26","modified_gmt":"2025-04-08T15:22:26","slug":"site","status":"publish","type":"page","link":"https:\/\/www.autorita-trasporti.it\/en\/site\/","title":{"rendered":"Online submission of complaints (SiTe)"},"content":{"rendered":"<p>Rail, bus, sea and air, European legislation protects passengers travelling in the EU by recognizing a set of essential rights common to the different modes of collective transport.<\/p>\n<p>The Transport Regulation Authority is the body in charge of the correct application of the EU Regulations concerning passengers\u2019 rights in rail, bus and coach, and sea and inland waterway transport.<\/p>\n<p>Passengers who intend to lodge a complaint must first address the transport company that issued the travel tickets.<\/p>\n<p>Only thereafter, in case of no response or unsatisfactory response from the transport company concerned, passengers \u2013 including through their delegates (e.g. representative associations) \u2013 may apply to the Transport Regulation Authority, and lodge their complaint for the purposes of ascertaining any infringement of the EU Regulations on passenger rights in rail, bus and coach, or sea and inland waterway transport.<\/p>\n<hr \/>\n<h5><span style=\"color: #479dd1;\">SUBMITTING AN ONLINE COMPLAINT TO THE AUTHORITY<\/span><\/h5>\n<table style=\"width: 700px; background-color: #ededeb;\" width=\"700\" cellpadding=\"10\">\n<tbody>\n<tr>\n<td style=\"width: 2px; background-color: #479dd1;\" width=\"14\"><\/td>\n<td width=\"638\">In case of no response from the transport company concerned, an online complaint can be submitted to the Authority, via the online complaint submission system (SiTe) according to the following <span style=\"color: #479dd1;\"><strong>DEADLINES<\/strong><\/span>:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li>after the expiry of 30 days from the date of submission of the complaint to the transport undertaking \u2013 <a href=\"https:\/\/www.autorita-trasporti.it\/passengers-rights-trasporto-ferroviario\/?lang=en\">rail transport<\/a>;<\/li>\n<li>after the expiry of 90 days from the date of submission of the complaint to the transport undertaking \u2013 <a href=\"https:\/\/www.autorita-trasporti.it\/passengers-rights-trasporto-con-autobus\/?lang=en\">bus and coach transport<\/a>;<\/li>\n<li>after the expiry of 60 days from the date of submission of the complaint to the transport undertaking \u2013 <a href=\"https:\/\/www.autorita-trasporti.it\/passengers-rights-trasporto-via-mare-e-per-vie-navigabili-interne\/?lang=en\">sea and inland waterway transport<\/a>.<\/li>\n<\/ul>\n<p>For further information, please visit the \u201c<a href=\"https:\/\/www.autorita-trasporti.it\/second-instance-complaints\/?lang=en\"><strong>Second-Instance Complaints<\/strong><\/a>\u201d section of the website.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<p><em>Note:\u00a0in any case, complaints can be submitted through the appropriate <\/em><a href=\"https:\/\/www.autorita-trasporti.it\/forms\/?lang=en\"><em>forms<\/em><\/a><em> available for each sector, to be sent, together with the mandatory documents, to the Authority by <strong>certified e-mail <\/strong>\u00a0(CEM) to <\/em><a href=\"mailto:pec@pec.autorita-trasporti.it\"><em>pec@pec.autorita-trasporti.it<\/em><\/a><a href=\"mailto:pec@pec.autorita-trasporti.it\"><em>,<\/em><\/a><em> <strong>\u00a0in .pdf format only, <\/strong>or <strong>by registered letter with acknowledgment of receipt<\/strong>, to Autorit\u00e0 di Regolazione dei Trasporti \u2013 Diritti degli Utenti &#8211; <\/em><em>Via Nizza 230 -10126 Torino<\/em><em>.<\/em><\/p>\n<hr \/>\n<h5><span style=\"color: #479dd1;\">ONLINE COMPLAINT SUBMISSION SYSTEM (SITE)<\/span><\/h5>\n<p>For processing and assessing the complaints lodged by passengers, in order to ascertain any infringements of the obligations established under the EU Regulations \u2013 and as required by the relevant legislation \u2013 the Authority has set up an online simplified tool for the drafting and submission of online complaints \u2013 <strong>Online Complaint Submission System (<a href=\"https:\/\/secure.autorita-trasporti.it\/?culture=en-Us\">SiTe<\/a>)<\/strong>.<\/p>\n<p>Complaints submitted through the\u00a0<strong>SiTe\u00a0<\/strong>are registered and taken over by the competent offices of the Authority, without having to submit them also through other channels. The reference number assigned will be communicated to registered users through the system.<\/p>\n<h5><span style=\"color: #479dd1;\">ACCESS TO THE SERVICE<\/span><\/h5>\n<table style=\"width: 700px; background-color: #ededeb;\" width=\"700\" cellpadding=\"10\">\n<tbody>\n<tr>\n<td style=\"width: 2px; background-color: #479dd1;\" width=\"14\"><\/td>\n<td width=\"638\">To submit a complaint to the Authority through the online complaint submission system (SiTe), <a href=\"https:\/\/secure.autorita-trasporti.it\/?culture=en-Us\"><strong>it is necessary to use SPID or eID login information<\/strong><\/a>. For users who are not resident in Italy, the service may be logged into through online registration, by entering the following data and documents:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li>e-mail address;<\/li>\n<li>identity document.<\/li>\n<\/ul>\n<p><strong>To submit the complaint correctly, the following documents (in .pdf format) are required<\/strong>:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li>copy of the complaint already submitted to the undertaking and of any response thereto;<\/li>\n<li>copy of a valid identity document of the complainant, of any additional passengers for whom the complaint is lodged and, if the complainant is not also a passenger, the delegation received;<\/li>\n<li>copy of the reservation, tickets, or other evidence (not mandatory).<\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<hr \/>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Rail, bus, sea and air, European legislation protects passengers travelling in the EU by recognizing a set of essential rights common to the different modes of collective transport. The Transport Regulation Authority is the body in charge of the correct application of the EU Regulations concerning passengers\u2019 rights in rail, bus and coach, and sea [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"page-tpl\/page-servizi-online.php","meta":{"_acf_changed":false,"footnotes":""},"taxonomy_tag_cloud":[],"acf":[],"_links":{"self":[{"href":"https:\/\/www.autorita-trasporti.it\/en\/wp-json\/wp\/v2\/pages\/20991"}],"collection":[{"href":"https:\/\/www.autorita-trasporti.it\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.autorita-trasporti.it\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.autorita-trasporti.it\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.autorita-trasporti.it\/en\/wp-json\/wp\/v2\/comments?post=20991"}],"version-history":[{"count":14,"href":"https:\/\/www.autorita-trasporti.it\/en\/wp-json\/wp\/v2\/pages\/20991\/revisions"}],"predecessor-version":[{"id":61325,"href":"https:\/\/www.autorita-trasporti.it\/en\/wp-json\/wp\/v2\/pages\/20991\/revisions\/61325"}],"wp:attachment":[{"href":"https:\/\/www.autorita-trasporti.it\/en\/wp-json\/wp\/v2\/media?parent=20991"}],"wp:term":[{"taxonomy":"taxonomy_tag_cloud","embeddable":true,"href":"https:\/\/www.autorita-trasporti.it\/en\/wp-json\/wp\/v2\/taxonomy_tag_cloud?post=20991"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}