To file a complaint and receive feedback regarding any shortcomings or irregularities in the conduct of the transportation service, you must give your personal details, postal address and a brief description of the facts, and provide the necessary information to enable us to verify the incident (stop, route, direction of the vehicle, number or name of the means of transport used).
Pursuant to Art. 24 para. 2 of Regulation (EU) no. 1177/2010, the complaint may be submitted within two months from the date on which the service was performed or when a service should have been performed. AVM/Actv will send you a reply within 30 days of receipt of the web form.
Furthermore, to bring to our attention problems regarding service offered or to provide evidence of positive actions and behaviours and/or helpful ideas, please send us a report or a suggestion, which will be recorded and passed on to the relevant departments in order to improve our service.
Reports and complaints - in Italian or English - can be made using:
• web form: click here
Only when 60 days have elapsed from submission of a complaint to AVM/Actv, may the Transport Regulation Authority be addressed, pursuant to Regulation (EU) no. 1177/2010 concerning the rights of passengers when travelling by sea and inland waterway, using the special electronic system (SiTe) on the Authority's website, or sending the form by registered mail to the following address: via Nizza n. 230, 10126 - TORINO, or via e-mail to one of the following e-mail addresses: - firstname.lastname@example.org - email@example.com For further information, please go to the website www.autorita-trasporti.it
AVM/Actv informs you that considering the situation of sanitary emergency and the restriction measures designed to contain the COVID-19 infection, office activities of Public Relations Office of AVM Group are suspended or strongly reduced. It will be our appointment to answer to report/request of refund as soon as possible
NOTICE: Incomplete complaints, or complaints with inappropriate content, will not be investigated. All disputes of fines imposed by our inspectors must be submitted in writing to the authority responsible for the service concerned (Venice municipality "Comune di Venezia", Metropolitan City of Venice "Città Metropolitana di Venezia", Chioggia Municipality "Comune di Chioggia"). For further details please refer to the relevant section.
- the web form: click here
Request for refund can be made in the following cases:
- Double charge for ticket purchase for Car Park such as Autorimessa Comunale, Park Costa, Park Candiani, Autorimessa Sant’Andrea.
- Strisce Blu annual tickets in case of death of the subscriber
According to law, fines can be disputed only to Justice of the Peace or to Prefect no later than 60 days from the notification of infringement issued by Municipal Police following the established infringement issued by the auxiliary. For all the other cases, please refer to ‘Reports and complaints’ section.
You can request an invoice for local public transport or integrated mobility (blue stripes parking, car park, people mover, etc.) managed by AVM/Actv – invoice will be issued within 90 days from the date of the request
- Go to the form
For requests for information on your personal data and to exercise your rights under the European Data Protection Regulation 2016/679, please fill in the following form
- Go to the form
If you have lost objects in Autorimessa Comunale and Park Sant’Andrea, please contact these phone numbers:
Uff. Cassa Autorimessa – Piazzale Roma
telefono: 041 2722394 – 041 2722395
If you have lost objects in People Mover, please go to Tronchetto station.