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Conciliation FAQ
Index
What valuation criteria does the Conciliation Commission adopt?
Who can apply for Conciliation?
Which complaints do the conciliation procedure apply to?
How much does the conciliation procedure cost?
How can I apply for Conciliation?
How long does it take to activate the conciliation procedure?
Who is the Conciliation Commission made up of?
What is Joint Conciliation?
It is a procedure involving a meeting between a representative of the Consumer Associations signing the protocol and a Trenitalia representative. They examine the complaint and explore for possibilities of offering a satisfactory proposal of reaching an amicable agreement.
What valuation criteria does the Conciliation Commission adopt?
The criterion is equity, which allows a for solutions that take fullest account of the circumstances in which the persons found themselves.Who can apply for Conciliation?
Trenitalia Passengers who are unsatisfied with the response to a complaint or who have not received a reply within sixty days from submitting a complaint.Which complaints do the conciliation procedure apply to?
Conciliation applies to complaints:presented starting from 1 January 2009 until 1 January 2010 for journeys made only on ES*, ES* Fast, ES* AV, ES* AV Fast, ES* City, IC, IC Plus trains with departure/destination being Naples or Milan and including the stations in between
that indicate a discrepancy between a precise undertaking by Trenitalia, as per the official documents (Transport Conditions, commercial information available on the Trenitalia website, Service Charter) and the service effectively provided to the customer. This page puts you in contact with Trenitalia.
How much does the conciliation procedure cost?
The Conciliation procedure is free subjectg to the faculty of the Consumer Associations to ask customers for a subscription fee.How can I apply for Conciliation?
You must fill in the appropriate form, which you can find on this site, the Trenitalia customer assistance offices and the Consumer Associations.The form can be sent:
by the Consumers Associations that have signed the agreement with Trenitalia, see box;directly to the Trenitalia "Conciliation Office" at Piazza della Croce Rossa 1, 00161 Rome , by registered letter with return receipt or by fax to 39-06-44103490. If there is no indication of the signatory association that shall represent the customer in the procedure, the request will be assigned to one of them, applying a rotation criterion.
How long does it take to activate the conciliation procedure?
The request for conciliation must be sent:within sixty days from receipt of the reply to the complaint in the case of non-reply, within sixty days from the expiry of sixty days starting from the date the complaint was submitted (i.e. within 120 days from when the complaint was presented for cases of non-reply).
Who is the Conciliation Commission made up of?
The Conciliation Commission is made up of two Conciliators: one for the designated Consumers Association and one for Trenitalia.Can I attend a conciliation hearing?
Yes: when requesting conciliation, you can request to be present at the discussion.How does conciliation end?
After examining all the elements, the commission assesses whether it is possible to frame a conciliation proposal.This proposal is sent for approval to the customer, who has the right to accept or reject it. The notification of acceptance must take place within seven days from receipt.
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