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COMPLAINTS

HOW TO FILE A COMPLAINT

• pby standard mail, to the following address: Strada Sant'Anna 210 - 41100 MODENA
• using the on-line form
• via fax to number 059.416.850
• through the Information Office at the Modena bus station and/or Atcm ticket offices, by filling in the paper form.

Complaints and/or queries may also be made via telephone to number 800 111 101.

Atcm S.p.A. will reply to written complaints and queries within 30 days from the date of receipt. Should it not be possible to give a satisfactory response to the problems put forward by the users, Atcm S.p.A. undertakes to inform the citizens on the progress of their case.

REIMBURSEMENT

The fare will be reimbursed in the following cases:

1. If there was a delay of 30 minutes or longer in the extraurban bus service attributable to Atcm S.p.A., only in the event that alternative services or other means of transportation were not provided on the line involved in the time-scale considered. No reimbursement will be made in the event of disservice due to force majeure (e.g. natural disasters, atmospheric events, road disruption caused by third parties, road accidents, power supply failures, public demonstrations).

2. If card renewal takes more than seven calendar days from the time the user hands in the card at an Atcm ticket office.

3. If Atcm S.p.A. does not comply with the set term of 30 calendar days to reply in writing to the complaints filed by the users.

REIMBURSEMENT PROCEDURE

The reimbursement is made by Atcm S.p.A. in the form of a Multibus card with a prepaid value of € 2.60 that may be spent on all the Atcm services.

In the case as set out in point 1: The customer must forward a written reimbursement request within 48 hours after the disservice has occurred, addressed to the Atcm S.p.A. management at Strada Sant'Anna 210, Modena, attaching a valid single ticket, or the Multibus card, or a photocopy of the Atcm Card. The customer must also indicate his/her name, surname, address, telephone number and the place, day, time and line involved in the disservice.

In the cases as set out in points 2 and 3: The customer must forward a written reimbursement request within 48 hours after the event has occurred, addressed to the Atcm S.p.A. management at Strada Sant'Anna 210, Modena. The customer must indicate his/her name, surname, address and telephone number.

After the necessary assessments and if accepting the reimbursement request, Atcm S.p.A. will send the user a Multibus card with a prepaid value of € 2.60, within 30 calendar days from receipt of the reimbursement request.