SaS has instituted a conciliation body to which clients may appeal after having first spoken with the Complaint Office, if they are not satisfied with the replies they have obtained.

The conciliation body is composed of a member of the board of administration and a representative of a consumer protection association chosen by the client. If the client does not choose his or her own representative, a representative will be assigned by automatic rotation from one of the associations which have undersigned the agreement.

To communicate with the conciliation body write by e-mail to conciliazione@serviziallastrada or by post to Servizi Alla Strada SpA, Sede Legale, Via Erbosa 113, 50126 Firenze

CUSTOMER RELATIONS

Information

SAS communicates using the most suitable means according to uniform criteria of truthfulness, completeness, transparency, clearness, verifiability and timeliness while observing the principle of good faith.

The information provided regards:

The municipal regulations which regulate the administrated services.

Modifications of the regulations which regard the supplying of services.

Variations in the supplying of services.

The procedure for communicating remarks and complaints.

SAS entrusts its external communication to the following subjects:

Information and Complaints Office: piazza della Libertà 12, 50129 Firenze, tel. 055 40 40 205, e-mail scrivi@serviziallastrada.it, Monday to Friday from 8:30am to 1pm and 2pm to 4:30pm

The Front Office of the Pass Emission Office of Servizi Alla Strada S.p.A., piazza della Libertà 12, 50129 Firenze, tel. 055 40 40 1, e-mail centralino@serviziallastrada.it , open Monday to Friday from 8:30am to 1pm and 2pm to 4:30pm.

The Office of the Secretary to Management 055 29 38 329, fax 055 27 20 155 p.pericoli@serviziallastrada.it

The company's web site http://www.serviziallastrada.it/carta-servizi-2009

Printed material (brochures, maps of the Regulated Stopping Zones and Limited Transit Zone) available from the Pass Emission Office of Servizi alla Strada S.p.A., piazza della Libertà 12, 50129 Firenze, open Monday to Friday from 8:30am to 1pm and 2pm to 4:30pm

The municipal website of the Municipality of Florence http://www.comune.fi.it/

In addition, SAS will reply to any written requests for information within 25 days.

Complaints and Suggestions

SAS appreciates receiving complaints and suggestions as they may signal problem areas and enable service to be bettered.

Complaints may be sent to Company Management:

• by using the form (Complaint Form) downloadable from the web, and sending it

• by e-mail to scrivi@serviziallastrada.it

• by post to the Information and Complaints Office, Servizi Alla Strada S.p.A, piazza della libertà 12 50129 Firenze

• by fax to the same Information and Complaints Office 055 40 40 220

• or by using the specific form available from the following places where it can also be delivered by inserting it in the designated box found in the rooms for the public:

  • Pass Emission Office, piazza della Libertà 12

  • Municipal Vehicle Pound ,via Allende

  • Check Point Nord, viale XI Agosto

  • Check Point Sud, via Venosta (viadotto Marco Polo)

SAS will reply to all complaints considered valid (excluding therefore invectives or insults with no other purpose) in writing, within 25 days of reception. If more time than this is needed to process the complaint, the client will in any case be notified within the specified time.

Please note that anything which is not in written form and does not contain the name of the claimant will be simply considered an informal remark, which may result in corrective measures or betterment but which will not be processed as a complaint.

The Company has undertaken in recent years to register and file complaints, classifying them according to the type of complaint and producing statistics periodically so as to better this service for the public.

Communication Area - Press