Refunds and Complaints
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Refunds pursuant to ART Resolution 132/2024 (211/2025).
From 1 June, CDT provides refunds only for transits with entry and exit on the managed sections: A12 Sestri Levante-Livorno, A11/A12 Viareggio-Lucca, A15 branch to La Spezia, A10 Savona-Ventimiglia (French State border).
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You can request compensation for damage via PEC (certified e-mail) at:
A10: ag.as.a10@pec.cdtspa.it
A12: ag.as.a12@pec.cdtspa.it
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The Company ensures the refund of tolls paid, in error, in excess of the amount due, following verification of the validity of the request made by the user, as indicated in the Service Charter.
For issues relating to toll payment, such as:
- incorrect vehicle classification
- incorrect or missing change
- payment anomalies with automatic tollbooths
- anomalies relating to the electronic toll device
Refunds for roadworks and blocked traffic
How to request a toll refund
Who can request a refund?
The refund is available to private individuals, VAT-registered persons and companies paying with electronic toll devices, cards or cash, only for journeys with entry and exit toll stations located along the A12 Sestri Levante Livorno section, the A11/A12 Viareggio-Lucca section, the A15 branch to La Spezia (Deiva Marina, Carrodano – Levanto, Brugnato – Borghetto Vara, Albiano Magra – Ceparana, La Spezia, Sarzana, Carrara, Massa, Versilia, Viareggio, Pisa Centro, Livorno, Massarosa, Lucca Ovest) and the A10 Savona-Ventimiglia section (Spotorno, Orco Feglino (towards Italy), Finale Ligure, Pietra Ligure, Borghetto S. Spirito, Albenga, Andora, S. Bartolomeo al Mare, Imperia Est, Imperia Ovest, Arma di Taggia, Sanremo Ovest, Bordighera, Ventimiglia, Confine di Stato).
All methods require the user to provide an IBAN and other data necessary to obtain the refund.
You can request a refund in the event of roadworks
In the presence of roadworks you are entitled to a refund based on the length of your journey and any accumulated delay:
- Journeys up to 30 km: the refund always applies, regardless of the minutes of delay
- Journeys between 30 and 50 km: triggered only with a delay equal to or greater than 10 minutes
- Journeys over 50 km: triggered only with a delay equal to or greater than 15 minutes
The refund consists of two parts:
- Basic component: an amount calculated based on the characteristics of the roadworks encountered on the route
- Additional component for delay: an amount calculated based on any accumulated delay compared to the reference travel times
← Scroll to see the whole table →
| Trip length | ||||
|---|---|---|---|---|
| UP TO 30 KM | 30 - 50 KM | OVER 50 KM | ||
| Trip delay minutes | LESS THAN 10 MIN | REFUND | x | x |
| 10 MIN - 14 MIN | REFUND | |||
| OVER 15 MIN | REFUND | |||
Further details
Presence of multiple roadworks with or without delay: you are entitled to the sum of the refunds calculated for each roadwork, including any additional amount for the delay, up to the limit of the toll amount paid.
You can request a refund in the event of blocked traffic
In the event of blocked traffic, you are instead entitled to a refund calculated on the toll for the affected section:
- Block between 60 and 119 minutes: refund of 50% of the toll
- Block between 120 and 179 minutes: refund of 75% of the toll
- Block of 180 minutes or more: refund of 100% of the toll
← Scroll to see the whole table →
| Refund percentage | ||
|---|---|---|
| REFUND | ||
| Trip delay minutes | 60 - 119 MIN | 50% |
| 120 - 179 MIN | 75% | |
| 180 MIN OR MORE | 100% |
Further details:
- Presence of multiple blocked traffic events: you are entitled to the sum of the refunds calculated for each event, up to a maximum of 100% of the toll
- 60-minute threshold: you are entitled to a refund only for blocks lasting 60 minutes or more; those below this threshold are not counted, not even if added together they would exceed the limit
N.B. in the presence of roadworks and blocked traffic events: you are entitled to the highest refund among those accrued. The amounts relating to roadworks and blocked traffic events are not added together.
Register on the platform to request a refund
Find out the refund procedure according to how you paid for your journey:
| Electronic toll devices | Cash / Cards |
 |
 |
| – | Request the receipt at the exit toll station |
| Access the platform | Access the platform |
| Register or log in | Register or log in |
| Register your electronic toll device | Upload a scan of the receipt |
| Receive notification of your right to a refund |
Receive notification of your right to a refund |
For further information or assistance regarding refunds, you can call the toll-free number 803 333, active Monday to Friday from 9.00 a.m. to 5.00 p.m.
You can also submit a refund request by sending us a registered letter using this form for A10 and this form for A12.
For further information on the refund criteria and requirements, see General terms and conditions, Privacy Notice of the Joint Data Controllers of the Platform and Privacy Notice of the Concessionaire
Suggestions and Complaints
How to submit a Suggestion or a Complaint
Users may report to the company, by submitting a complaint, any shortcomings perceived or encountered in the management of the road infrastructure, as well as any grievances and/or requests regarding the non-compliance of the service with one or more requirements defined by European or national legislation, by ART Resolution no. 132/2024 or by the Service Charter.
The complaint may be submitted, in Italian or in English, exclusively using the complaints platform indicated below, or by registered letter addressed to
Concessioni del Tirreno S.p.A. Tratta A12 – Reclami, Via Don Enrico Tazzoli, 9 – 55041 Lido di Camaiore (LU)
Concessioni del Tirreno S.p.A. Tratta A10 – Reclami, Via della Repubblica, 46 – 18100 Imperia (IM)
Complaints, under penalty of inadmissibility, must include at least the following elements:
- the identification details of the user (name, surname, contact details) and of any representative, in which case attaching the proxy and an identity document of the user;
- the identification details of the journey made (entry point, exit point, date and time slot of transit, vehicle registration plate) and a copy of the toll payment receipt;
- a description of the non-compliance of the service identified with respect to one or more requirements defined by European, national or regulatory legislation or by the Service Charter.
The Company provides a reasoned response to complaints within 30 calendar days, starting from the date of receipt of the complaint for those received by registered mail, and from the day of sending for those received through the web «platform».
If the Company does not send any response to complaints within the terms indicated above, or in the event of an unreasoned response, the user is automatically entitled to compensation equal to:
- a) 30% of the sum of the tolls paid by the user for the route, possibly repeated, to which the complaint refers, in the event of a response provided between the thirty-first and the sixtieth day from receipt of the complaint;
- b) 50% of the sum of the tolls paid by the user for the route, possibly repeated, to which the complaint refers, in the event of a response provided after the sixtieth day or in the event of no response.
Users with Reduced Mobility (PRM), in the event of a discrepancy between the information provided in the “PRM Accessibility” section of the website and the actual conditions of accessibility and usability of the services offered in parking or service areas, are entitled to the compensation indicated in the Service Charter.
It will be the Company’s responsibility to request users’ bank account details for the payment of the compensation by bank transfer, which will be made within 15 working days.
If the user does not receive a response to a complaint within the terms indicated above, or considers the response received unsatisfactory, a conciliation request may be submitted:
- to the ART Conciliation Service;
- to the Conciliation Chambers established at the Chambers of Commerce, Industry, Crafts and Agriculture, where the memorandum of understanding between ART and Unioncamere has been signed;
- to ADR bodies, including the joint negotiation bodies registered in the list referred to in art. 141-decies, paragraph 1 of the Consumer Code.
Finally, please note that:
- if the complaint is rejected by the Company on grounds of competence, the Company will forward the complaint, promptly and in any case within thirty days of receipt, simultaneously informing the user, to the concessionaire deemed competent, which will provide a response to the user pursuant to the aforementioned ART Resolution 132/2024;
- in the case of complaints concerning services provided in service areas, the Company will forward the complaint, promptly and in any case within thirty days of receipt, simultaneously informing the user, to the operator of such services deemed competent, which will provide a reasoned response to the user pursuant to the aforementioned ART Resolution 132/2024;
- the user has the right to submit a complaint, request or report to the Transport Regulation Authority (ART) regarding compliance with quality and tariff levels.
With regard to complaints, the personal data provided is processed in compliance with privacy legislation. The full privacy notice, with the relevant purposes of personal data processing, is available on the website.
Damage Compensation
How to request compensation for damage
If, while travelling along the motorway section, vehicles have suffered material damage and the user believes it was caused by the motorway infrastructure (so-called incidents), the claim must be sent exclusively via PEC (certified e-mail) to the address A10: ag.as.a10@pec.cdtspa.it, A12: ag.as.a12@pec.cdtspa.it
Examples of causes of damage to vehicles may include:
- impact with the toll lane barrier arm;
- pothole or uneven motorway road surface;
- falling objects detached from motorway structures;
- wear-related failure of a motorway expansion joint;
- collision with animals or objects not promptly removed from the motorway network.
Damage compensation claims for incidents will be assessed by the competent company offices.
Toll Payment Issues
How to request toll assistance
The Company ensures the refund of tolls paid, in error, in excess of the amount due, following verification of the validity of the request made by the user, as indicated in the Service Charter.
For issues relating to toll payment, such as:
- incorrect vehicle classification
- incorrect or missing change
- payment anomalies with automatic tollbooths
- anomalies relating to the electronic toll device