GENERAL TRANSPORT CONDITIONS
- January 27, 2023
The Local Public Transport (LPT) service is provided by Azienda Veneziana della Mobilità S.p.A. (AVM or also "carrier"), with headquarters in Venice, Isola Nova del Tronchetto 33, through its subsidiary company Actv S.p.A. (Actv or also "carrier") applying and observing the following "General Transport Conditions". Customers of AVM's transport service are requested to cooperate towards guaranteeing that the LPT service can be performed under conditions of maximum safety and punctuality, and are therefore required to adhere to the prescriptions contained in the "General Transport Conditions" described below, as well as to comply with the warnings, invitations, and provisions relating to the order and safety of the operation of the service itself that have been issued by AVM and in specific cases by AVM's staff and the personnel of its subsidiary Actv, and also to comply with the rules and regulations dictated by national and Veneto Region legislation and the provisions of any other competent Authorities.
• "AVM Venezia Official App" (for convenience abbreviated to AVM App): a smartphone application that allows the purchase and validation/activation of LPT and blue stripes parking tickets in the municipality of Venice, as well as the search for timetables and routes, and the consultation of news;
• "Venezia Unica Electronic Ticket” (or “Venezia Unica Ticket”): electronic support (chip on paper);
• "Rete Unica ticket": it allows travel for a determined period of time starting from its first validation on the entire urban area network of the Municipality of Venice (waterborne, bus, tram, and people mover). If it is loaded onto a Venezia Unica card (physical or virtual), it also allows travel on routes departing from or arriving at Venice Marco Polo Airport. If it is loaded on an electronic ticket please refer to the fares displayed to the public;
• "CartaVenezia": it enables the Venezia Unica card to load reduced-price tickets for the urban network of the Municipality of Venice dedicated to the regular customers of this service;
• "Customer": any individual using public transport holding a properly validated ticket;
• "General Transport Conditions": the complete framework of terms, conditions, and prescriptions contained in this document governing the operations and methods of access and use of public transport, establishing the obligations and responsibilities of both the carrier and the passenger;
• "Contract": the transport contract between the customer and AVM stipulated with the purchase of a ticket and implemented when the customer boards the vehicle;
• Call Centre at (+39) 041 041
• "Route": the itinerary travelled by the transport vehicle from departure to arrival including all stops in between;
• "Vehicle": trams, buses, and waterborne vehicles used for the AVM LPT service;
• "Price": the amount paid by the customer to purchase a ticket;
• "Customer profile": identifies the classification (ordinary, student, island resident); it is linked to certain requirements, the loss of which necessarily determines the issue of a new Venezia Unica card at the corresponding purchase price with a ''customer profile'' application based on the new requirements;
• "Network": a series of functionally interconnected routes;
• "Service": the transport service provided by AVM using land and waterborne vehicles and cableways in compliance with the provisions of the Service Contracts stipulated between AVM and the Commissioning Authorities;
• "Ticketing system": the contactless electronic ticketing system used by AVM for storing information relating to transport contracts;
• "Venezia Unica electronic pass": (for convenience, simply abbreviated to "Venezia Unica pass"): a long-term electronic medium (smart card), that can be topped up until its expiration date, used to store information relative to transport contracts;
• "Ticket": a document (loaded on a Venezia Unica card, Venezia Unica electronic ticket, or smartphone via app or other digital means) requiring validation or activation, which is used to finalise a transport contract between the customer and the carrier;
• "LPT": Local Public Transport;
• "Validation": the act of validating/activating a ticket on the specific equipment or using the appropriate medium, in order to be entitled to start and/or continue a trip;
• "Venezia Unica": all the marketing services for local public transport tickets as well as tickets for events, i.e. the sales network (agencies, ticket offices, and online platform);
• "Trip" or "Journey": an itinerary chosen by the customer, to be travelled through the network, using the LPT service provided by the carrier.
Pursuant to Article 37 of Regional Law number 25 of 30/10/1998, as amended and supplemented, customers of the AVM transport service must be in possession of a valid and appropriate ticket in compliance with the current public price regulations for the trip to be travelled. It is understood that the journey begins when the customer boards the vehicle and ends after he/she disembarks from it, in accordance with the prescriptions indicated in the following paragraph.
a) as a general rule, must be purchased by the customer before boarding the vehicle at Venezia Unica points of sale, authorised retailers, automatic ticket vending machines, online through the veneziaunica.it portal, and the e-commerce applications associated with actv.it and avmspa.it (online ferry bookings), or through the AVM App (and other partner applications), otherwise it can be purchased on board vehicles where and when it is available;
b) must be validated/activated using the dedicated equipment or the dedicated medium before boarding the floating pontoon, (for waterborne services) or as soon as the passenger boards the vehicle (for the bus/tram service - if the ticket is purchased using an application, it must be activated three minutes before boarding); customers are responsible for verifying that the ticket has been validated correctly following the specific light and sound signals produced by the ticket validator or reader, access to the floating pontoon or the vehicle without a regular, properly validated ticket will result in sanctions being imposed by the personnel in charge of performing inspection activities, except for what is stated in the following paragraphs in relation to the impossibility of pre-purchase or break down of the validators;
c) in the waterborne service, the crew validates the ticket if the validation machines are not working. In this case, the customer is required to ask the sailor to validate the ticket when boarding the vessel;
When it is impossible to pre-purchase tickets (no open ticket point or automatic vending ticket machine), onboard personnel will sell and simultaneously validate tickets. In this case, the customer must ask the sailor to sell a ticket when boarding;
d) must be kept for the entire duration of the journey and is non-transferable once it has been validated;
e) must be shown on request to AVM inspectors or other delegated persons holding an official identification document, who have been legally appointed by AVM to inspect tickets and promote service safety;
f) may be confiscated by AVM personnel or by any other authorised personnel holding an official identification document, following inspections and verifications demonstrating the ticket’s irregularity;
g) what is provided for in point f) also applies to Venezia Unica cards placed in the system on the so-called "black list" as a result of administrative proceedings (insolvency, loss, etc.) or for improper use. These cards will be invalidated once they have been confiscated;
h) is non-refundable except for the provisions of these General Transport Conditions and more specifically of the "Carta Della Mobilità" charter.
Customers are required to check their receipts and the change issued to them by the sales operator before leaving the ticket office.
Customer travel rights are terminated when the customer disembarks from the vehicle, except for:
a) for holders of time tickets. These tickets are valid for travel during the period of time specified in the specific ticket on any route of the urban transport network of Venice, with the possibility of interchange and even discontinuous use of the vehicles of the urban transport network;
b) for holders of section route tickets (suburban service) who are entitled to travel between two locations within the territory served by the transport network and divided into service fares (sections), including the possibility of interchanging with another connecting route belonging to the same transport network, until the journey has been completed.
• holders of suburban tickets that were initially validated on suburban routes are entitled to complete their journey within the Mestre urban network (except for connections to Venice) within the time frame allowed by the specific ticket starting from its initial validation;
• holders of suburban tickets that were initially validated within the Mestre urban network (except for connections to Venice), are entitled to continue and complete their journey on the suburban routes within the time frame allowed by the specific ticket starting from its initial validation.
Season passes entitle holders to access the route and/or network(s) for which they are issued, during the period of validity, subject to validation at each access to the service. Season passes are issued, as a rule, on a monthly or annual basis and are valid from the first day of the month of the period for which they have been purchased. If the season pass is uploaded to a Venezia Unica card, it is memorised on the card with the holder's identification details, the card's expiry date, and the corresponding customer profile ( which is stored in the card's microchip); if the season pass (as well as any other travel ticket) is purchased via the AVM App, it is only and exclusively memorised on smartphones. On a Venezia Unica card, it is possible to store every type of carrier pass, providing they are compatible with its customer profile. Season passes are strictly personal and can only be used by the holder of the Venezia Unica card, except in the case of non-personal passes and cards. Venezia Unica cards are issued at the request of the customer at the designated Venezia Unica ticket offices by completing the dedicated form providing personal data and other required information, including any necessary certifications.
The Venezia Unica card is valid for five years. During the period of validity, instead of issuing a new card, the card holder may request a change of profile for the card that is already held, paying the corresponding costs and documenting the new situation if this is required.
In the event of theft or loss, a new card must be requested, with the simultaneous cancellation of the previous card: if the latter contains LPT tickets, these will be loaded onto the new card at no additional cost to the customer; within six months of the card's expiry date, it will also be possible to transfer the LPT tickets free of charge from the expired card to the newly issued one. After this deadline, the tickets may no longer be used.
If a type of pass allows a card holder to travel only on certain services, the holder may also use other services limited to sections of corresponding routes.
Fares and types of tickets in force are approved regularly by relevant authorities, according to current legislation in the Veneto Region.
The following categories are allowed unrestricted travel:
a) eligible individuals as stipulated by current laws and regulations, holding an appropriate identification document and a Venezia Unica card;
b) children under the age of six years for the urban and suburban services of the Municipality of Venice and under the age of four years for Chioggia urban service;
Passengers with disabilities or reduced mobility travelling in a wheelchair on the routes of the waterborne network are entitled to "CartaVenezia" fares. The ticket is also valid for any companion travelling with the passenger in a wheelchair.
3. AVM’S LIABILITY
AVM shall not be liable to the customer in the event of any delay, or any total or partial failure to provide LPT services due to force majeure and/or for reasons of public order or safety, nor in any case for the interruption or suspension of LPT services due to causes beyond its control, such as but not limited to: strikes of any kind, whether or not announced in advance, riots, high tides, natural disasters, crowding of vehicles, measures taken by the competent authorities, etc.
Temporary and short-term deviations of routes due to provisions issued by the relevant authorities shall not result in price changes or the right to refunds.
In the event of an interruption of the service due to a breakdown of a vehicle, AVM undertakes to restore the service as soon as possible.
The carrier's liability, which is governed by Article 1681 of the Italian Civil Code, begins at the start of the journey and terminates at its end.
Access to vehicles in LPT service may be restricted by onboard personnel for security reasons.
AVM shall not be liable to customers for any damage resulting from conduct in breach of these General Transport Conditions.
4. TRANSPORTATION OF INDIVIDUALS WITH REDUCED MOBILITY, PASSENGERS WITH SPECIAL NEEDS USING WHEELCHAIRS, AND THE TRANSPORTATION OF PRAMS OR PUSHCHAIRS FOR CHILDREN.
In order to improve service accessibility for individuals with reduced mobility who are not in a wheelchair or for persons potentially experiencing difficulties (senior citizens, pregnant women, etc.), passengers may also board or disembark using the central door in urban and suburban buses that are equipped with a kneeling device that lowers the boarding ramp towards the stop platform.
Individuals with disabilities or reduced mobility travelling in a wheelchair are required to occupy the designated spaces inside the vehicles of the public bus and tram transportation services.
In the designated space, all wheelchairs are required to be positioned contrary to the vehicle's direction of travel, positioned with their backrest against the supporting partition (or in the absence of such support, secured to the vehicle with the appropriate locking devices), and with brakes locked.
The transportation of motorised wheelchairs for individuals with disabilities or reduced mobility or manually operated chairs with removable castors is also permitted on board, provided they are approved for transportation on other vehicles and their dimensions in terms of maximum space requirements do not exceed the space specifically designated for this purpose inside waterborne vehicles, buses, and trams.
Designated spaces for the transportation of individuals with disabilities or reduced mobility travelling in wheelchairs, if unoccupied, can be occupied by a single pram or pushchairs for child transport, even if it is left unfolded.
However, it is not permitted to travel with unfolded prams or pushchairs outside the aforementioned spaces (meaning that child prams/pushchairs must be folded outside these spaces).
If an individual with disabilities or reduced mobility in a wheelchair boards the vehicle during a journey, the designated space must be immediately made available so that it is accessible. In this case, prams or pushchairs for child transport must be folded for safety requirements.
If the designated space equipped for the transportation of individuals with disabilities or reduced mobility using a wheelchair is already used by an individual with a comparable requirement, for safety reasons it will not be possible to allow the transport of another individual using a wheelchair.
In any case, boarding and disembarking from the vehicle are performed independently by individuals with disabilities or reduced mobility.
5. TRANSPORT OF ITEMS
Baggage may be transported under the following conditions.
Each passenger with valid tickets may carry the following free of charge:
three items of baggage or packages not exceeding 150 cm as the sum of the three dimensions;
a musical instrument within the dimensions of 150 cm;
a fishing rod contained in a special case (max. 5);
a pair of skis;
a shopping cart for domestic use;
a folding bicycle or a folding scooter stored in the appropriate cases not exceeding 150 cm as the sum of the three dimensions;
a pram or pushchair for children only if folded, except as indicated in point 4 above for bus services.
In the waterborne service, because of the particular characteristics of the mobility of people and items in the lagoon area, if the crowding and safety conditions of transport allow it, the boarding and transportation of wheelchairs or unfolded pushchairs are allowed. In any case, transporting scooters for people with motor disabilities is forbidden, except for the provisions outlined in point 4.
For baggage which is different from or exceeds the number specified in the previous points, customers are required to purchase and validate a ticket at the same price as a passenger, according to the current fares, at a ratio of one ticket for every three pieces of baggage, which means from one to three pieces of baggage, in any case always within the limit of 150 cm as the sum of the three dimensions.
Baggage or parcels exceeding the limit of 150 cm as the sum of the three dimensions are not permitted. All items of luggage, including shoulder bags and packages, must be placed on the ground or in the designated areas to avoid causing any inconvenience to other travellers. Baggage and parcels may not be placed on seats or in any way prevent them from being used, nor block passageways.
Transportation of hazardous, foul-smelling, or dirty materials that may contaminate the means or inconvenience other passengers is forbidden.
The transport of luggage may be refused, at the sole discretion of the person in charge of the vehicle, in the event of crowding or if it jeopardises the safety of passengers on board the vehicle or the transportation service.
AVM shall in no event be liable for the theft, loss, or other loss of customers' personal items or their luggage and/or contents during transport or while waiting for vehicles.
Objects found will be stored for a maximum period of 7 (seven) days and will then be delivered, as required by law, to the lost property office of the Municipality of Venice.
5bis. Transport of items on waterborne services
Because of the particular characteristics of the mobility of persons and items in the lagoon area, the transport of goods is allowed on selected means of transport and routes of the waterborne service, under the special conditions established by AVM and according to the current public price regulations.
Goods must be stored in appropriate containers and may be transported on trolleys, without causing damage and/or any inconvenience to persons and property and without damaging Actv vehicles.
The transport of goods must be authorised by the commanding officer, at his/her discretion.
Goods must be placed on the ground or must be placed on the ground or in the designated areas indicated by the crew to avoid causing any inconvenience to other travellers.
Transportation of hazardous, foul-smelling, or dirty materials that may contaminate the vehicles or inconvenience passengers is forbidden.
AVM shall not be liable for theft, loss of, or damage to the transported goods.
The transport of scooters and bicycles (unless folded and placed in special cases not exceeding 150 cm as the sum of the three dimensions), mopeds, and motorbikes are only allowed on specific routes at the established public price conditions.
5ter. Transport of motor vehicles
The transportation of vehicles is permitted on the routes of the waterborne network, operated by ferries, according to the regulations and limitations imposed by the competent authorities. Public prices are defined in relation to the size of the vehicle, do not include the driver, and are subject to value-added tax. The table of prices for the public includes one-way tickets. During the journey from the departure terminal to the arrival terminal, it is forbidden to stop on board the vehicles.
For motor vehicles and motorbikes owned by residents of Lido and Pellestrina, as well as for companies located there in terms of their business premises, 10 and 40 trip season passes are available for purchase, at the conditions and prices defined in the public price table.
The purchase of this type of season pass is also permitted for vehicles used to transport persons with reduced mobility, subject to authorisation by the Municipal Administration of Venice.
6. TRANSPORTATION OF ANIMALS
A maximum of one per passenger is allowed on board the vehicles free of charge:
- guide dogs for the blind, muzzled, as required by current legislation;
- dogs provided they are kept on a leash or carried, and muzzled, as required by current legislation;
- specifically in the mainland road network service, small dogs provided they are held and muzzled as required by current legislation;
- other small animals (cats, birds, etc.) provided that they are enclosed in suitable containers, cages, or other small containers not exceeding 150 cm as the sum of the three dimensions.
Subject to purchase of the corresponding ticket at the same price as for passengers, animals may be transported provided they are enclosed in proper carriers, cages, or other containers not exceeding 150 cm as the sum of the three dimensions.
Cages and containers must prevent, even accidentally, physical contact with the outside world during transport and must be kept in such a way that they do not cause discomfort and/or damage to persons and property.
The transport of the aforementioned animals (with the exception of guide dogs for the blind) may, in any case, be limited or excluded, in the judgement of the personnel in charge, in the event of particularly crowded situations on the vehicle or if the transport itself jeopardises the safety of passengers.
In any case, the person accompanying the animal is solely liable for damage caused to property and/or persons as a direct or indirect consequence of behaviour or events caused by the animal itself.
7. PASSENGER BEHAVIOUR DURING MOVEMENT AND AT STOPS: SAFETY STANDARDS, PROHIBITIONS, AND SANCTIONS
For anything not specifically provided for and specified below, the provisions and sanctions stated in Italian Presidential Decree Number 753 of 11/07/1980 regarding the law enforcement, safety, and regularity of transport services shall apply.
Bus service: given the optional nature of all stops, the customer who is waiting for a bus must signal his/her stop request by waving their hand as the vehicle approaches. Customers on board must activate the audio and/or illuminated "stop requested" signal located inside the bus in good time when approaching the arrival stop.
Tram service: stops are compulsory, so they do not need to be requested by the customer.
Waterborne service: when approaching the arrival stop, the customer must approach the disembarkation area of the watercraft. At waterbus stops where a request to stop is signalled using illuminated signals (traffic lights), the request must be made well in advance in order to allow the mooring of the vessel in complete safety. In the event of a system failure (and in any case where telephone booking is required) it is possible to contact the Navigation Operations Centre; For additional information, please visit www.avmspa.it and www.actv.it.
In the car/transit service, in cases where the trip or part of the trip takes place standing up, the customer must support himself/herself by using the appropriate supports and handles on board the vehicle.
in cases where travel or part of the travel takes place standing up, the customer must support himself/herself by using the provided supports and handles on board the vehicle. AVM and Actv are not liable for damage sustained by customers who travel standing up without holding on to the provided supports.
The customer must adopt every necessary precaution possible, to ensure his/her security and safety and that of all other persons, animals, and objects in his/her custody.
Personnel in charge may deny access to vehicles, or order customers to leave, with no right to any refund, if they: are clearly intoxicated, offend decency, cause public scandal or distress to other customers, or otherwise refuse to behave in compliance with requirements relating to public order and safety of the service provided by AVM, or fails to comply with these General Transport Conditions.
Customers are required to yield their seats to amputees and people with disabilities, for whom the relevant seats are reserved (Article 27 Law Number 118 of 30.03.1971), as well as to favour the elderly, pregnant women, and people with children up to 6 years of age.
It is only permitted to speak to the on board personnel to ask for information about the service and in the event of an inconvenience (e.g. illness, pickpocketing, harassment, breakdown).
All customers are forbidden, and violations will be sanctioned in accordance with the aforementioned Italian Presidential Decree 753/1980 in the following situations:
a) boarding or disembarking from the vehicle from doors or positions that are not prescribed by the signs placed inside and outside the vehicle, as well as when the vehicle is in motion, except in the cases mentioned in point 4;
b) entering the waterbus stops of the waterborne service from the exit points;
c) occupying more than one seat or obstructing exits or passageways contrary to the instructions of company personnel;
d) opening windows creating discomfort to other customers;
e) throwing objects out of the windows (higher sanctions when the act occurs while the vehicle is moving);
f) leaning out of windows while the vehicle is moving;
(g) smoking on board, at stops, and on company premises. The ban also includes electronic cigarettes and electronic devices that allow vapour inhalation;
(h) operating, except in cases of serious and imminent danger, the controls for the emergency opening of doors, as well as any other emergency device installed on the vehicles and marked as such;
(i) causing damage of any kind or nature to any company vehicles or premises;
j) depositing on company premises or transporting on company vehicles any cylinders of compressed, dissolved, or liquefied gases, explosive materials of any kind, flammable, harmful, corrosive, or contaminating materials;
k) boarding vehicles with animals, weapons, materials, objects, and packages which, due to their volume or nature, may be disturbing or dangerous for travellers and/or cause them harm;
(l) distracting personnel while they are driving the vehicle, preventing or obstructing them in the performance of their duties;
(m) asking the driver to board or leave the vehicle at a place other than the designated stop;
n) singing, playing, begging, or behaving in an unseemly or harassing manner, such as to cause discomfort or disturbance in any way;
o) boarding vehicles in a state of drunkenness or in a physical or psychophysical condition that does not permit the proper use of the service, or which may cause harm to oneself or others;
(p) exercising any activity of selling/distributing/posting of objects or printed materials for advertising purposes without specific authorisation;
q) boarding vehicles with filthy or indecent clothing or bearing evident proof of contagious diseases or wounds that could cause harm or discomfort or repulsion to other passengers, except in the case of an immediate medical emergency;
(r) taking photographs, as well as audio and video footage of personnel on duty without AVM's authorisation.
Individuals who refuse to obey the instructions for order and security issued by the personnel in charge of the service may be removed from the company's vehicles or premises.
8. ADMINISTRATIVE SANCTIONS FOR IRREGULARITIES IN TRAVEL DOCUMENTS
As provided for by current legislation (Regional Law 25/1998 and subsequent amendments and additions), customers of local public transport services are required to be in possession of a valid ticket, to validate it also at the start of each journey section, in accordance with the specific regulations, and to retain it for the duration of the journey and present it at the request of the inspecting officers. In the event of a violation, customers are required not only to pay the normal fare ticket, calculated from the terminal station departure point to the point of arrival but also to pay the administrative penalties set by the competent Authorities.
For procedures of inspection, notification, and payment, please refer to national and regional laws in force, and the contents of the official report issued by inspection personnel.
Inspection activities are exercised in compliance with Regional Law 25/1998, as amended and supplemented, by Inspectors who, in this capacity, act as administrative police officers.
Customers fined an administrative sanction due to ticket irregularities are required to provide the ticket inspectors with their personal details, verifiable from a valid personal identity document.
Offenders have the right to discharge their obligations by paying the inspector the legally applicable penalty plus the amount of the ordinary fare. The inspector will issue a copy of the official report/receipt. Provisions stated in Law 689/1981 apply to minors.
If the customer cannot or does not intend to pay the inspector, the inspector will issue a report containing general information provided by the offender. Pursuant to Articles 494, 495, and 496 of the Italian Criminal Code, personal data must be correctly provided. Customers have the right to add their own statement to the report and receive a copy, after duly signing it.
Refusal to provide identification information will result in the application of the sanctions prescribed by Article 651 of the Italian Criminal Code.
Forgery and the use of forged or altered tickets will lead to the application of the sanctions prescribed by Articles 462, 465, and 466 of the Italian Criminal Code.
False declarations will result in the application of the sanctions prescribed by Article 496 of the Italian Criminal Code.
9. PUBLIC NOTICES AND HOURS
Customers are required to carefully read the AVM notices displayed inside the waterbus waiting areas, land-bus shelters of the mainland service, as well as on board the vehicles, and/or in authorized Venezia Unica agencies or AVM resellers, published on the websites www.avmspa.it and www.actv.it, on the AVM/Actv institutional social media channels (@muoversivenezia) and within the dedicated section of the AVM App.
Official departure and transit timetables are displayed at the main bus stops, as well as published on the company website www.avmspa.it and www.actv.it, available by phone via the Call Centre at (+39) 041 041 and in the dedicated section of the AVM App. AVM is not liable for timetables published by third parties.
The timetables displayed to the public may be changed temporarily without prior notice in the event of force majeure or public necessity; they may also be changed permanently, with prior notice, for reasons beyond AVM's control. Transit times at the stops and arrival times at the terminals are in any case indicative as they are also conditioned by factors and causes beyond the control of AVM, which therefore declines any responsibility for missed connections with respect to the displayed timetable.
Customers will be informed, within the terms of the law, about service interruptions due to lawfully proclaimed strikes.
Only those scheduled in the official timetables are considered connections.
In the event of missed connections, due to reasons for which the company is responsible, the continuation of the journey will be authorised, including using other routes, in order to reach the final destination without paying any price difference.
In order to assist its customers, AVM provides customers with the possibility of obtaining refunds, in the form of travel tickets or cash, of the annual season pass, or the suspension of the season pass itself, depending on reason and circumstance.
For detailed information, customers are invited to: read the full version of the Mobility Charter, published on the avmspa.it and actv.it websites, or contact the Call Centre at (+39) 041 041.
11. REPORTS AND COMPLAINTS
If the customer wishes to submit suggestions, reports, or claims to AVM, he/she may do so in the following ways:
by filling in the online form available in the "customer services" section of the avmspa.it and actv.it websites;
by PEC certified e-mail.
The written communication must contain first name, surname, address of residence/domicile, and e-mail address. In the absence of this information, no follow-up activities will be performed. The details of the incident disputed/reported by the customer must also be given (e.g. the date and time when the incident took place, the number of the vehicle or waterborne route, the direction in which the customer was heading, etc.). Within a maximum period of 30 days from the date of receipt of the claim, AVM shall give the customer a written reply. Incomplete or inappropriate claims shall not be followed up.
Only after a claim has been submitted to AVM and sixty days have elapsed since it was sent, it is possible to contact the Transport Regulatory Authority, pursuant to Regulation (EU) No. 1177/2010 on the rights of passengers in maritime transport and Regulation (EU) No. 181/2011 (Rights of passengers in bus and coach transport) and inland waterway transport, using the appropriate telematic system (SiTe), available on the Authority's website, or with the form to be sent by registered mail to the address Via Nizza n.230, 10126 - Turin, or by e-mail to one of the following addresses:
More information is available at www.autorita-trasporti.it
12. PUBLICATION OF THE GENERAL TRANSPORT CONDITIONS
These General Transport Conditions and any subsequent amendment and modification will be:
- published on avmspa.it/ and avmspa.it/;
- posted by excerpt or available upon request for reference at all Venezia Unica ticket offices and posted by excerpt on road network vehicles;
- displayed at stops.
13. EUROPEAN DATA PROTECTION REGULATION (EU) 2016/679
AVM, in its capacity as the data controller pursuant to Article 24 of Regulation (EU) 2016/679 (henceforth the Regulation), hereby informs you that the personal data of its customers collected for the purpose of directly or indirectly providing public transport services (e.g. issuing Venezia Unica cards, collecting complaints, statistical and customer satisfaction surveys, etc.) are processed lawfully and correctly in accordance with the Regulation. The aforementioned personal data are processed exclusively by personnel specifically authorised to process them, using computerised, telematic, and manual tools, in such a way as to guarantee the security and confidentiality of the data. The personal data may also be accessed by any third parties such as suppliers and collaborators who provide support for the provision of services, the other companies in the AVM Group (i.e. Actv S.p.A., which provides the local public transport service and owns the means of transport and Ve.La. S.p.A., which manages the marketing of tickets), duly identified as data processors, as well as the public entities that may have access to the data by virtue of legal provisions (e.g. judicial authorities, public safety authorities).
For all enquiries concerning the processing of personal data, the "privacy" web form is available in the "customer services" section of the avmspa.it and actv.it websites, or you can contact the secretariat of the legal, safety, and environment department at 0412722111.
We would like to inform you that AVM has appointed an external data protection officer (DPO), whose contact details are email@example.com, and who can be contacted in general for questions concerning data protection and related rights.
For any further information such as the category of data processed, collection methods, purposes, storage times, security measures, or the exercise of the data subject's rights, please refer to the websites www.avmspa.it, www.actv.it, and www.velaspa.com under "Privacy & Cookies".
14. VIDEO SURVEILLANCE
We would like to inform you that a video surveillance system for security purposes and the protection of company assets owned by ACTV is in operation on board the means of transport (road and waterborne) and at the stops of the mainland road network; a video surveillance system for security purposes and the protection of company assets owned by AVM is also in operation at the waterbus stops of the waterborne service. In addition, a V.E.D.R. system for reconstructing the dynamics of road accidents is active on the vehicles (bus-tram). The images will be processed with the aid of electronic tools and in compliance with the law on the protection of personal data and the General Provision of 8 April 2010 of the Guarantor for the protection of personal data, which does not require the prior consent of the person concerned. The legal prerequisite is the pursuit of the legitimate interest of the data controller.
For any further information please consult www.avmspa.it "Privacy & Cookies - information on the protection of personal data relating to video surveillance" and www.actv.it under "Privacy & Cookies - information on the protection of personal data relating to video surveillance" and - "Privacy & Cookies - information on the protection of personal data relating to the VEDR system for reconstructing the dynamics of road accidents".