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Most frequently asked questions
What are the response times if I fill out the form of Reports and Complaints?
The timing of the response to the user in case of reporting or complaint is established by the provisions in the Chart of Mobility.
I haven’t received a reply to my complaint yet, what should I do?
If you have not received a reply within the timeframe set by the Mobility Charter and you have received an automatic reply by e-mail at the time of submitting your complaint, we recommend that you check the Spam folder of your email. If the answer is not present in the unsolicited mail you can call our Contact Center on 035289000.
We remind you that, if you submitted your report through other channels, such as the form available at our offices in Bergamo and Lecco, and you did not consent to the processing of personal data, the Complaints office could not work your report.
Can I file a complaint anonymously?
No, the customer needs to specify their contact details and address. The incident or the object of the infringement must be clearly stated in order to facilitate the reconstruction of the file process by the office.
The form doesn’t work, what should I do?
Our website is optimized for Google Chrome from pc. If you filled out the form from mobile or used another browser please try again from a desktop or laptop using Google Chrome.
In case the problems still persists you can contact the operators of the Contact Center for assistance in order to complete the sending of the request.
Can I submit the form without accepting the processing of privacy data?
The form cannot be forwarded without accepting the processing of privacy data, as, in order to process the request, authorisation for the processing of data is required. For more information visit the page www.arriva.it/societa-trasparente/