On 15 October 2015 the Transport Regulation Authority adopted a set of “Rules” and a “Complaint form” for the assessment of infringements and the imposition of penalties provided for by Legislative decree No 129 of 29 July 2015 implementing the legislation on passengers’ rights in the transport by sea and inland waterway under Regulation (EU) No 1177/2010 amending (EC) Regulation No 2006/2004.
The “Rules” ensure that, also when travelling by sea and inland waterway, passengers enjoy a high level of protection, similar to that provided for other transport modes (e.g. by rail and by bus).
Under the “Rules”, passengers who have already filed a complaint to the carrier or terminal operator, after sixty days of its receipt, may lodge – also through associations representing their interests, where expressly delegated to do so – a complaint with the Transport Regulation Authority (as second-instance body) to report infringements of the obligations referred to in Regulation (EU) No 1177/2010.
The Authority may pursue the complaints relating to the following passenger transport services by sea or inland waterway:
* Note: since January 1, 2017 an online tool for the submission of complaints (SiTe) is also available.