{"id":51001,"date":"2023-05-05T16:46:31","date_gmt":"2023-05-05T14:46:31","guid":{"rendered":"https:\/\/www.autorita-trasporti.it\/?page_id=51001"},"modified":"2025-01-14T16:08:16","modified_gmt":"2025-01-14T15:08:16","slug":"art-dispute-settlement-service","status":"publish","type":"page","link":"https:\/\/www.autorita-trasporti.it\/en\/art-dispute-settlement-service\/","title":{"rendered":"ART dispute settlement service"},"content":{"rendered":"

\u201cAlternative Dispute Resolution \u2212 ADR<\/em>\u201d refers to the out-of-court procedures for dispute resolution between consumers and businesses, including dispute settlement procedures.<\/p>\n

By Decision No 21\/2023<\/a>, the Transport Regulation Authority has adopted the <\/strong>\u201d Rules governing the initial implementation of out-of-court settlement of disputes between economic entities operating transport networks, infrastructure and services, and users or consumers, pursuant to <\/strong>Article 10 of Law No 118 of 5 August 2022<\/strong><\/a>\u201d.<\/p>\n

These Rules<\/a> allow \u2014 through the ConciliaWeb<\/a> platform <\/strong>\u2014<\/strong> to settle disputes concerning rail, sea and inland waterway, bus and coach, and air transport, by asserting the passengers\u2019 claims, including economic claims.<\/p>\n

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WHEN TO REQUEST A DISPUTE SETTLEMENT TO THE AUTHORITY
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<\/td>\nBefore requesting a dispute settlement, passengers must have submitted the economic operator concerned a complaint or a request for reimbursement or compensation, waiting for its response for at least 30 days<\/strong>.<\/p>\n

In the event of no response or unsatisfactory response from the economic operator concerned, the request for dispute settlement shall be filed within one year of the submission of the complaint or the request for reimbursement or compensation to the economic operator.<\/p>\n

As an alternative to ART Dispute Settlement Service, \u00a0it is always possible to address any ADR entity that complies with the requirements of the Consumer Code.<\/p>\n

The request for dispute settlement is in any case inadmissible if the dispute can be resolved before another Dispute Settlement Body*<\/sup>, which must comply with the requirements of the Consumer Code<\/a> and must not impose charges on users.<\/p>\n

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* See\u00a0 the list of ADR entities \u00a0accredited by MISE and ODR Platform ( https:\/\/www.mise.gov.it\/it\/mercato-e-consumatori\/tutela-del-consumatore\/controversie-di-consumo\/adr-risoluzione-alternativa-controversie<\/a> and https:\/\/www.mise.gov.it\/it\/mercato-e-consumatori\/tutela-del-consumatore\/controversie-di-consumo\/odr-risoluzione-dispute-online<\/a>).<\/em><\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

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HOW TO REQUEST A DISPUTE SETTLEMENT TO THE AUTHORITY
\n<\/span><\/h5>\n\n\n\n
<\/td>\nUsers who intend to request a dispute settlement shall log into the <\/strong>ConciliaWeb<\/strong><\/a> platform<\/strong> via SPID (Public Digital Identity System) or eID (electronic identity card) or, only for users who are not resident in Italy, through registration<\/strong>.<\/p>\n

It is also possible to submit a request for dispute settlement through a delegated natural person or through an accredited entity (consumer associations, representative entities, lawyers), with appropriate delegation.<\/p>\n

Users, or their delegate, shall therefore \u00a0enter<\/strong> – under penalty of inadmissibility – the following data and documents<\/strong> in the platform:<\/p>\n