Complaints and compensations

RAV attaches great importance to all Customer communications and particularly to complaints, which help us in our daily commitment to improve our service. Every day we strive to provide answers to requests that come to the company.
If you have traveled on sections managed by Raccordo Autostradale Valle D'Aosta and want to file a complaint, you must enter the following mandatory data:

  • user identification references(name, surname, contact details) and of any representative, attaching in this case the delegation and an identity document of the user;
  • identifying references of the journey made (entry point, exit point, date and time slot of passage, vehicle license plate);
  • a copy of the toll payment receipt or the number of the electronic toll device with which the transit was made;
  • the description of the service disruption detected.

In the case of complaints lacking one of the elements, you will be notified of the inadmissibility of the complaint and the possibility of resubmitting it complete.

HOW TO SEND A COMPLAINT

For the correct management of the complaint, it is necessary to use the dedicated submission channel. If the channel used for the submission is not correct, it will not be possible to activate the complaint process.

Ø Via mail to the address info@ravspa.it
SOnly for events relating to material damage suffered by vehicles involving the highway infrastructure (so-called accidents), the complaint must be sent exclusively via certified email (PEC) to the address: ravspa@pec.ravspa.it
Below are some examples of vehicle damage caused by:

  • impact with the toll lane barrier;
  • pothole or deterioration of the highway surface;
  • falling objects detached from highway structures;
  • hitting animals or objects not promptly removed from the highway network.

Ø Paper registered mail: for all types of complaints or accidents, a registered letter can be sent to: Raccordo Autostradale Valle d'Aosta SpA - Località Les lles - 11010 St Pierre, Aosta (indicating on the envelope «Subject: COMPLAINT»).

All the mandatory data listed above are necessary to start the complaint procedure.

COMPENSATIONS

RAV is committed to responding as quickly as possible after carefully examining your request. In case of:

  • no response to the complaint;
  • late response;
  • unmotivated response.

You are entitled to an automatic compensation commensurate with the sum of tolls paid for the route, possibly repeated, to which the complaint refers, as reported below:
For Responses more than 30 days after sending (within the 60th day from sending) 30% of the toll paid.
For Responses more than 60 days after sending (starting from the 61st day from sending) and in case of omitted response 50% of the toll paid.
If you do not consider the response received satisfactory, you can use the method for the non-jurisdictional resolution of disputes.
For more details click HERE

DAMAGE COMPENSATION REQUEST

Those who have suffered damage on the concession section of RAV Raccordo Autostradale Valle d'Aosta SpA and who believe that there may be liability attributable to the concessionaire can send a damage compensation request via certified email (PEC) to the following address: ravspa@pec.ravspa.it

Or alternatively by registered mail to the address:
RAV Raccordo Autostradale Valle d’Aosta SpA
Via A. Bergamini, 50
00159 Roma oppure
Località Les Iles
11010 Saint Pierre (AO)